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WO-01304250 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Phoenix Indian Medical Center — 4212 North 16th Street, Phoenix, AZ, 85016

Sep 12, 2025 → Oct 14, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 18, 2025
✗ SLA Missed (9 biz days late)
Active: 13 biz days
Paused: 8 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 14, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 15 → Sep 19, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Sep 19 → Sep 23, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 23 → Sep 30, 2025
5 business days (counted)
Running total: 8 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Sep 30 → Oct 6, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 8, 2025
2 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 11 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 14, 2025
2 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 13 of 4 biz days used
Created: Sep 12, 2025 Completed: Oct 14, 2025
Business Days Used 13 / 4
0 4d budget +9d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0 / 4
Sep 12 → Sep 15 Ready for Scheduling ▶ Running 1 1 / 4
Sep 15 → Sep 15 Assigned ▶ Running 0 1 / 4
Sep 15 → Sep 19 Awaiting Parts - Customer ⏸ Paused 4 —
Sep 19 → Sep 19 Ready for Scheduling ▶ Running 0 1 / 4
Sep 19 → Sep 23 Assigned ▶ Running 2 3 / 4
Sep 23 → Sep 30 Scheduled ▶ Running 5 8 / 4
Sep 30 → Oct 6 Awaiting Parts ⏸ Paused 4 —
Oct 6 → Oct 8 Ready for Scheduling ▶ Running 2 10 / 4
Oct 8 → Oct 9 Assigned ▶ Running 1 11 / 4
Oct 9 → Oct 14 Scheduled ▶ Running 2 13 / 4
Oct 14 → Oct 14 Tech On Site ▶ Running 0 13 / 4
Dispatch 0.0d
Material Management 9.4d
Coordinators 17.7d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
9.4 days
Over SLA
Coordinators
17.7 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Sep 12, 2025 Due: Oct 17, 2025 Completed: Oct 15, 2025 (2 days early)
📅
21.4 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
13.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526880
Midmark Service Request Dispatch Authorization - WO-00104599
Closed
Travel Zone 1 PROBLEM SUMMARY WD Shroud issue on MDS ADDITIONAL NOTES Liftgate needed, inside delivery. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2848583 Item 626-001 ITEM DESCRIPTION 626-001 MIDMARK BARRIER-FREE EXAM CHAIR,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution SHROUDS NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 726219 053-0050-24 4.00000 Ship Exchanged Open 726219 002-10100-00 1.00000 Ship Exchanged Open 726219 002-10031-01 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tyler Bollman
Owner
Shelby Robinson
Created
Sep 12, 2025
Work Orders from this Case (2)
WO-01304250 (current) Invoiced
Repair • Tyler Bollman
Created: Sep 12, 2025 • Closed: Oct 14, 2025
WO-01304251 Invoiced
Repair • Tyler Bollman
Created: Sep 12, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 13.0 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
3.7d / 1.0d SLA
Awaiting Parts - Customer
5.0d
Assigned
5.0d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Awaiting Parts
4.4d / 3.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/13/25 SReich

Your shipment

1ZE444250346425490

The delivery date will be provided as soon as possible.

Delivery has been rescheduled to the next business day due to holiday closures.


10/10 KHardison: Updated due date.

1ZE444250346425490

Estimated delivery

Monday, October 13 between 9:00 A.M. - 11:00 A.M.

10/9 KKelch called Zach to schedule for 10/14 between 11:30 and 12:30 pm. Customer confirmed. Call logged on WO-01304250

10/8 KKelch called Zach to schedule for 10/14 between 11:30 and 12:30 pm. Left VM. Call logged on WO-01304250

10/7/025 CDempsey- Tracking shows scheduled delivery for Friday Oct 10th.


10/6/25 SReich







Order No: 729430 Customer PO No: SR1454472 Customer: Midmark No Charge Service Request NO: 1454472 Ship To Name: Phoenix Indian Medical Center Ship To Address: 4212 N 16th Street Ship To City/State: Phoenix, AZ 85016 Waybill (Tracking #): 1ZE444250346425490 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 06-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-2000-856 SERIAL #: DESCRIPTION: 626 PREMIUM 28" UPHOLSTERY, DARK LINEN


9/29/25 TBollman Damaged cushion cannot complete will need to return. Midmark sending replacement.

9/29/25 RCook- Emailed Zach Navarro advising our technician's arrival time has now changed to 11AM-1PM (misspoke on VM). See logged email on WO-01304250


9/26/25 RCook- LM with Zach Navarro advising our technician's arrival time has now changed to 10AM-12PM (due to additional repair in the morning). See logged call on WO-01304250


9/23 KKelch Zach called me back to schedule for 9/29 between 9 and 10 am. Customer confirmed. Call logged on WO-01304250

9/23 KKelch called Zach to schedule for 9/29 between 9 and 10 am. Left VM. Call logged on WO-01304250

9/19/2025jsells

Ship To Name: Phoenix Indian Medical Center Ship To Address: 4212 N 16th Street Ship To City/State: Phoenix, AZ 85016 Waybill (Tracking #): 561861484 Carrier: XPO Logistics-Truck-Standard The following items have shipped from Midmark Corporation on: 18-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10031-01 SERIAL #: DESCRIPTION: KIT, MIDMARK SHROUD ASSEMBLY LINE NO: 2.1 QTY: 4 ITEM: 053-0050-24 SERIAL #: DESCRIPTION: HOLE PLUG, 1.000 DIA, NIMBUS LINE NO: 3.1 QTY: 1 ITEM: 002-2000-856 SERIAL #: DESCRIPTION: 626 PREMIUM 28" UPHOLSTERY, DARK LINEN LINE NO: 4.1 QTY: 1 ITEM: 002-10100-00 SERIAL #: DESCRIPTION: SERVICE KIT, NIMBUS AEROSOL


9/09/12/2025 SRobinson- called Tyler Bollman, 1(602) 403-1163. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
Replaced shrouds and caps and touched up paint on base
🔍 Technician Findings
Shrouds damaged
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD Shroud issue on MDS ADDITIONAL NOTES Liftgate needed, inside delivery. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2848583 Item 626-001 ITEM DESCRIPTION 626-001 MIDMARK BARRIER-FREE EXAM CHAIR,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution SHROUDS NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 726219 053-0050-24 4.00000 Ship Exchanged Open 726219 002-10100-00 1.00000 Ship Exchanged Open 726219 002-10031-01 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Sep 12, 2:18 PM
Case Number: 00526880
Subject: Midmark Service Request Dispatch Authorization - WO-00104599
Status: Closed
📋
Work Order Created Sep 12, 5:58 PM
Work Order: WO-01304250
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Sep 12, 6:04 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
⏳ 1.7 business days
👷
▶
2 Status: Assigned Sep 15, 8:51 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTCJcQAP, Tyler Bollman
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Sep 19, 10:06 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 1h
👷
▶
2 Technician Assigned Sep 19, 10:41 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 35m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Sep 23, 12:20 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4d 1h
⏳ 4.0 business days
📅
Dispatch Scheduled by Rhea Berry Sep 26, 4:44 PM
Scheduled For: 2025-09-29T19:30:00.000+0000
⏳ 1.9 business days
🔩
7x Parts Added Sep 29, 8:11 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 4, 4.25, 0.25, 1
📦
▶
2 Parts Requested Sep 30, 4:57 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tyler Bollman
From: Scheduled
To: Awaiting Parts
Duration in Previous: 7d 4h
⏳ 4.9 business days
📅
Status: Ready for Scheduling by Sherry Reich Oct 6, 4:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 23h
⏳ 2.9 business days
👷
▶
2 Technician Assigned Oct 8, 9:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 16h
⏳ 2.0 business days
🗓️
▶
3 Status: Scheduled Oct 9, 11:59 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-14T17:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-14T18:30:00.000+0000
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Oct 14, 7:21 PM
Status: Tech On Site → Status: Completed
✔️
Status: Completed by Tyler Bollman
From: Tech On Site
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Tyler Bollman Oct 14, 9:02 PM
From: Completed
To: Closed
Duration in Previous: 1h 39m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Oct 16, 4:40 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 14.9 business days
🧾
Invoice Created Nov 5, 2:28 PM
Invoice Number: SM-243741

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 4.4 business days (threshold: 3.0 business days)
Exceeded by 1.4 business days
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00526880
Closed
📦
Parts Order 00082717
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Oct 14, 2:30 PM
Created
Sep 12, 5:58 PM
Invoice #
SM-243741

Work Details (7)

Name Type Status Qty Amount Date
WL-02953684 Parts Open 4 $0.00 Sep 29, 8:11 PM
WL-02953685 Labor Open 4.25 $467.50 Sep 29, 8:11 PM
WL-02953686 Labor Open 0.25 $0.00 Sep 29, 8:11 PM
WL-02953687 Parts Open 1 $0.00 Sep 29, 8:11 PM
WL-02953688 Travel Open 5 $110.00 Sep 29, 8:11 PM
WL-02953689 Labor Open 1 $0.00 Sep 29, 8:11 PM
WL-02953690 Travel Open 25 $0.00 Sep 29, 8:11 PM

Details