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WO-01303735 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Prosano Health — 1790 E River Rd, Ste 200, Tucson AZ, 85718-0007

Sep 10, 2025 → Sep 26, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 16, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 11, 2025
1 business day (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
⏸5d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 11 → Sep 18, 2025
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 26, 2025
6 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Sep 10, 2025 Completed: Sep 26, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 4
Sep 10 → Sep 11 Ready for Scheduling ▶ Running 1 1 / 4
Sep 11 → Sep 11 Assigned ▶ Running 0 1 / 4
Sep 11 → Sep 18 Awaiting Parts - Customer ⏸ Paused 5 —
Sep 18 → Sep 18 Ready for Scheduling ▶ Running 0 1 / 4
Sep 18 → Sep 18 Assigned ▶ Running 0 1 / 4
Sep 18 → Sep 26 Scheduled ▶ Running 6 7 / 4
Sep 26 → Sep 26 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 6.0d
Coordinators 8.6d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Coordinators
8.6 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Sep 10, 2025 Due: Sep 24, 2025 Completed: Sep 26, 2025 (1 days late)
📅
12.3 days Total Age
⏱️
6.9d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
5.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526078
Midmark Service Request Dispatch Authorization - WO-00103347
Closed
Zone 2 MGIV/timed out - SRA Request Unit is located in Room 7. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Robert Mendoza
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (2)
WO-01303735 (current) Invoiced
Repair • Andrew Przybyla
Created: Sep 10, 2025 • Closed: Sep 26, 2025
WO-01303736 Invoiced
Repair • Andrew Przybyla
Created: Sep 10, 2025 • Closed: Sep 26, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 6.9 days stuck in "Scheduled"
⏱️
Total Delay 5.5 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
1.3d / 1.0d SLA
Awaiting Parts - Customer
6.0d
Assigned
0.4d / 0.5d SLA
Scheduled
6.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/18 KKelch called Robert to schedule for 9/26 between 12 and 1 pm. Customer confirmed. Call logged on WO-01303735

9/18 KHardison: Updated due date.

1ZE444250173999092

Scheduled Delivery

Today, September 18 by 10:30 A.M.

LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD LINE NO: 2.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD

9/10/2025jsells

spoke with Robert and I gave him the WO# and told him a coordinator would call them to schedule the visit

🔧 Work Performed
Tech was handed the part that was sent to the customer. Tech installed the new part and then recalibrated the scale according to the instructions. After recalibration was completed. Tech checked the weight and it read at 50LBS. Tech showed one of the nurses on site and she was happy it was working again.
🔍 Technician Findings
Tech arrived on site and was told that the scale kept timing out.
⚠️ Problem Description
Zone 2 MGIV/timed out - SRA Request Unit is located in Room 7. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 002-10084-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Sep 10, 1:54 PM
Case Number: 00526078
Subject: Midmark Service Request Dispatch Authorization - WO-00103347
Status: Closed
📋
Work Order Created Sep 10, 5:56 PM
Work Order: WO-01303735
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 10, 6:01 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Sep 11, 9:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 15h 5m, 0m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Sep 18, 8:54 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6d 23h
👷
▶
2 Technician Assigned Sep 18, 9:40 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46m
🗓️
▶
2 Status: Scheduled Sep 18, 12:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-26T19:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Sep 26, 2:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 1h
🔩
4x Parts Added Sep 26, 3:12 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 0.5, 8.3
✔️
Status: Completed by Andrew Przybyla Sep 26, 3:43 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 5m
🏁
Status: Closed by Andrew Przybyla Sep 26, 5:00 PM
From: Completed
To: Closed
Duration in Previous: 1h 16m
⏳ 1.9 business days
📄
▶
3 Status: Ready to Bill Sep 29, 11:32 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.0 business days
🧾
Invoice Created Sep 30, 9:30 PM
Invoice Number: SM-242291

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00526078
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Sep 26, 3:00 PM
Created
Sep 10, 5:56 PM
Invoice #
SM-242291

Work Details (4)

Name Type Status Qty Amount Date
WL-02951070 Parts Open 1 $0.00 Sep 26, 3:12 PM
WL-02951071 Labor Open 1 $110.00 Sep 26, 3:12 PM
WL-02951072 Labor Open 0.5 $0.00 Sep 26, 3:12 PM
WL-02951073 Travel Open 8.3 $230.00 Sep 26, 3:12 PM

Details