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WO-01303457 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Livingston Foot Care Specialists — 1685 Newbridge Road, NORTH BELLMORE NY, 11710-1603

Sep 9, 2025 → Sep 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 15, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 15, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 10, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Sep 11, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 11 → Sep 15, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Sep 9, 2025 Completed: Sep 15, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Sep 9 → Sep 9 Created ▶ Running 0 0 / 4
Sep 9 → Sep 9 Ready for Scheduling ▶ Running 0 0 / 4
Sep 9 → Sep 9 Assigned ▶ Running 0 0 / 4
Sep 9 → Sep 10 Scheduled ▶ Running 1 1 / 4
Sep 10 → Sep 10 Tech On Site ▶ Running 0 1 / 4
Sep 10 → Sep 11 Awaiting Parts ⏸ Paused 1 —
Sep 11 → Sep 11 Ready for Scheduling ▶ Running 0 1 / 4
Sep 11 → Sep 11 Assigned ▶ Running 0 1 / 4
Sep 11 → Sep 11 Scheduled ▶ Running 0 1 / 4
Sep 11 → Sep 11 Entered ▶ Running 0 1 / 4
Sep 11 → Sep 11 Assigned ▶ Running 0 1 / 4
Sep 11 → Sep 15 Scheduled ▶ Running 2 3 / 4
Sep 15 → Sep 15 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 4.8d
Field Work 1.1d
Billing 0.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
4.8 days
Over SLA
Field Work
1.1 days
Billing
0.7 days
Created: Sep 9, 2025 Due: Sep 18, 2025 Completed: Sep 15, 2025 (3 days early)
📅
4.5 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
2.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by David Trost — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 10, 2025
Visit 2 Sep 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525612
Midmark Service Request Dispatch Authorization - WO-00102706
Closed
Zone 1 NWD Inadvertent movement ADDITIONAL NOTES Please reach out to the customer to schedule ASAP as the facility is down. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mary Stress
Owner
Sherry Reich
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303457 (current) Invoiced
Repair • David Trost
Created: Sep 9, 2025 • Closed: Sep 15, 2025
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 2.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Assigned
0.3d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
3.4d / 1.0d SLA
WO Correction Needed
0.7d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/17/25 NSuarez PG 1 is missing only see page 2 and 3 attached twice. 

9/11 KSmith -- Scheduled for Monday with Mary

9/11 KHardison: Updated due date.

1ZE444250350815613

Estimated delivery

Tomorrow, September 12 between 10:45 A.M. - 12:45 P.M.

LINE NO: 1.1 QTY: 1 ITEM: 015-12158-00 SERIAL #: DESCRIPTION: SWITCH MEMBRANE, 647, PROG., LEFT

9/9 Ksmith -- Scheduled for tomorrow with Mary

9/9/25 SReich - Per the attached email from Midmark: Please reach out to the customer as soon as possible to schedule the soonest tech out to site. Customer reported that the facility Is down. Thank you!


9/9/25 SReich - Spoke to Mary, gave her the WO # and told her someone would be reaching out to schedule. Also told her I would let them know she wanted scheduled ASAP (sent a teams message via chat to K Smith).

🔧 Work Performed
Unable to reproduce issue. Found patient left touchpad worn. Spoke to Brian at midmark shipping new touchpad approved by Mary. 9-15 dt replaced touchpad. unit returned to service. 30 min wait for room,
🔍 Technician Findings
Customer states unit moves on its own.
⚠️ Problem Description
Zone 1 NWD Inadvertent movement ADDITIONAL NOTES Please reach out to the customer to schedule ASAP as the facility is down. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 647 (Series) Barrier-Free® Podiatry Procedures Chair

Timeline

📞
Case Linked Sep 9, 11:19 AM
Case Number: 00525612
Subject: Midmark Service Request Dispatch Authorization - WO-00102706
Status: Closed
📋
Work Order Created Sep 9, 4:00 PM
Work Order: WO-01303457
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Sep 9, 4:05 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
3 Technician Assigned Sep 9, 4:12 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 6m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-10T16:00:00.000+0000
🔧
Status: Tech On Site by Mohamed Shareed Sep 10, 9:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 32m
⏱️
4x Labor Added Sep 10, 10:16 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.75, 28, 1.5
📦
▶
2 Parts Requested Sep 10, 11:46 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Mohamed Shareed
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 0m
📅
Status: Ready for Scheduling by Kimberly Hardison Sep 11, 8:01 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20h 14m
👷
▶
2 Technician Assigned Sep 11, 8:32 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 31m
👷
▶
4 Technician Assigned Sep 11, 10:49 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Technician Assigned
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-15T17:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned, Scheduled, Entered
To: Scheduled, Entered, Assigned
Duration in Previous: 2h 17m, 0m
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
⏳ 3.0 business days
🔧
Status: Tech On Site by David Trost Sep 15, 10:39 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 23h
⏱️
▶
3 6x Labor Added Sep 15, 5:27 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 6h 48m
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.8 business days
✏️
Status: WO Correction Needed by Nancy Suarez Sep 17, 1:50 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 20h
🏁
Status: Closed by David Trost Sep 17, 7:26 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 5h 35m
📄
▶
2 Status: Ready to Bill Sep 18, 10:06 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Sep 22, 8:39 AM
Invoice Number: SM-241279

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours

🔗 Related Artifacts

📞
Case 00525612
Closed
📦
Parts Order 00081517
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Sep 15, 1:00 PM
Created
Sep 9, 4:00 PM
Invoice #
SM-241279

Work Details (10)

Name Type Status Qty Amount Date
WL-02930860 Labor Open 0.75 $82.50 Sep 10, 10:16 AM
WL-02930861 Travel Open 28 $110.00 Sep 10, 10:16 AM
WL-02930862 Labor Open 1.5 $0.00 Sep 10, 10:16 AM
WL-02930863 Expenses Open 1 $0.00 Sep 10, 10:16 AM
WL-02936456 Labor Open 1.75 $0.00 Sep 15, 5:27 PM
WL-02936457 Labor Open 1.5 $165.00 Sep 15, 5:27 PM
WL-02936458 Labor Open 0.75 $0.00 Sep 15, 5:27 PM
WL-02936459 Travel Open 42 $110.00 Sep 15, 5:27 PM
WL-02936460 Travel Open 11 $0.00 Sep 15, 5:27 PM
WL-02936461 Expenses Open 1 $0.00 Sep 15, 5:27 PM

Details