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WO-01304251 ↗ 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 8, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 8 → Oct 8, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
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 (14 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 8 Assigned ▶ Running 0 10 / 4
Oct 8 → Oct 8 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 8 → Oct 9 Reschedule ▶ 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 16, 2025 Completed: Oct 15, 2025 (1 days early)
📅
21.4 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
11.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 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 Invoiced
Repair • Tyler Bollman
Created: Sep 12, 2025 • Closed: Oct 14, 2025
WO-01304251 (current) 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 11.5 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
3.7d / 1.0d SLA
Awaiting Parts - Customer
5.0d
Assigned
3.0d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Awaiting Parts
4.4d / 3.0d SLA
Reschedule
2.0d / 2.0d 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

10/9 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- Do we know if cushion shipped?

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

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
went on site and the warehouse team had delivered the cushion that was damaged, drove to the warehouse located the part, drove back moved it inside and replaced the damaged one. located contact and had him sign off
🔍 Technician Findings
cushion upholstery 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 # V2848615 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 UPHOLSTERY ISSUES 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 002-2000-856 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, 5:59 PM
Work Order: WO-01304251
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 Technician Assigned Sep 15, 8:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2d 14h, 0m
⚠️ 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 Status: Scheduled Sep 23, 12:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-29T16:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Rhea Berry Sep 26, 4:45 PM
Scheduled For: 2025-09-29T20:30:00.000+0000
⏳ 2.9 business days
📦
▶
2 Parts Requested Sep 30, 4:58 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, 4:50 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 23h
⏳ 2.9 business days
👷
▶
2 Technician Assigned Oct 8, 9:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1d 16h, 0m
🔄
Status: Reschedule by Kaitlyn Kelch Oct 8, 9:30 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 14m
⏳ 2.0 business days
🗓️
▶
3 Status: Scheduled Oct 9, 12:00 PM
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 5x Labor Added Oct 14, 7:26 PM
5x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Tyler Bollman
From: Scheduled, Tech On Site
To: Tech On Site, Completed
Duration in Previous: 5d 7h, 0m
🏁
Status: Closed by Tyler Bollman Oct 14, 9:01 PM
From: Completed
To: Closed
Duration in Previous: 1h 33m
⏳ 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
⏳ 1.9 business days
🧾
Invoice Created Oct 18, 12:11 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
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00526880
Closed
📦
Parts Order 00082718
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, 5:59 PM
Invoice #
SM-243741

Work Details (5)

Name Type Status Qty Amount Date
WL-02970666 Labor Open 0.5 $0.00 Oct 14, 7:26 PM
WL-02970667 Labor Open 2 $220.00 Oct 14, 7:26 PM
WL-02970668 Labor Open 1.5 $0.00 Oct 14, 7:26 PM
WL-02970669 Travel Open 10 $110.00 Oct 14, 7:26 PM
WL-02970670 Travel Open 21 $0.00 Oct 14, 7:26 PM

Details