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← WO Overview

WO-01304634 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Jefferson Honickman Center — 1101 Chestnut St, Philadelphia PA, 19107

Sep 16, 2025 → Sep 26, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 22, 2025
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 27, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 18, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Sep 18 → Sep 22, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 27, 2025
4 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 27 → Sep 27, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
Created: Sep 16, 2025 Completed: Sep 27, 2025
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0 / 4
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0 / 4
Sep 16 → Sep 16 Scheduled ▶ Running 0 0 / 4
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0 / 4
Sep 16 → Sep 16 Scheduled ▶ Running 0 0 / 4
Sep 16 → Sep 18 Ready for Scheduling ▶ Running 2 2 / 4
Sep 18 → Sep 22 Assigned ▶ Running 2 4 / 4
Sep 22 → Sep 27 Scheduled ▶ Running 4 8 / 4
Sep 27 → Sep 27 Tech On Site ▶ Running 0 8 / 4
Dispatch 0.0d
Coordinators 10.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
10.9 days
Over SLA
Billing
0.0 days
Created: Sep 16, 2025 Due: Sep 23, 2025 Completed: Sep 27, 2025 (3 days late)
📅
8.9 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527405
Midmark Service Request Dispatch Authorization - WO-00104979
Closed
Zone 1 MGIV Wireless Customer Evaluation Tech will need 50 lb weight. Tech will need to install the new wireless board and the new hand and foot control. calibrate the scale and make sure product is working properly. Parts are shipping UPS NDA; however, I don't have a leadtime on when the order will ship. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lori Rodriguez
Owner
Jessica Sells
Created
Sep 15, 2025
Work Orders from this Case (8)
WO-01304625 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304626 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304628 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304629 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304631 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304632 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304633 Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
WO-01304634 (current) Invoiced
Repair • Chris Galasso
Created: Sep 16, 2025 • Closed: Sep 26, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 7.3 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
2.9d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22 MOwens Sent a FU email to Lori letting her know that the first available for the tech to schedule the visit after 5pm would be this Fri. 9/26 and Mon 9/29 if needed. She replied back that those days will work.

9/19 MOwens Lori replied back and said she need the repair visit to take place after 5pm because of the office schedule. Replied back that I am looking for a day that will work.

9/19 MOwens Called to speak to Lori. Left a vm for her to call back. Sent an email also.

9/18 MOwens Called to speak to Lori. Left a vm for her to call back to schedule the visit.

9/17 MOwens Called to speak to Lori about scheduling. Left a vm for her to call back.

09/16/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250150225746. No ETA as of yet. (UPS-Air-Next Day Air)


9/16/2025jsells

spoke with Lori about the wo's and told her a coordinator would call to schedule the visit

🔧 Work Performed
DEAD AND/OR CORRODED BATTERIES; REPLACED BOTH CONTROLLERS AND SCALE BOARD; CALIBRATES AND TESTS GOOD
🔍 Technician Findings
BOTH CONTROLLERS NO FUNCTION
⚠️ Problem Description
Zone 1 MGIV Wireless Customer Evaluation Tech will need 50 lb weight. Tech will need to install the new wireless board and the new hand and foot control. calibrate the scale and make sure product is working properly. Parts are shipping UPS NDA; however, I don't have a leadtime on when the order will ship. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Sep 15, 7:28 PM
Case Number: 00527405
Subject: Midmark Service Request Dispatch Authorization - WO-00104979
Status: Closed
📋
Work Order Created Sep 16, 12:24 PM
Work Order: WO-01304634
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 16, 12:32 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
🗓️
▶
3 Status: Scheduled Sep 16, 1:13 PM
Status: Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Ben Saur
Technician: Chris Galasso
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-09-19T16:00:00.000+0000, 2025-09-19T15:30:00.000+0000
👷
▶
3 Technician Assigned Sep 16, 1:19 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-09-19T15:00:00.000+0000, 2025-09-19T14:30:00.000+0000
🗓️
Status: Scheduled by Ben Saur
From: Ready for Scheduling, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 5m, 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Sep 18, 10:42 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 21h
⏳ 3.0 business days
👷
Technician Assigned by Melissa Owens Sep 22, 11:43 AM
Technician: Chris Galasso
🗓️
▶
2 Status: Scheduled Sep 22, 11:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-26T21:00:00.000+0000
⚠️ 5.0 business days
🔧
▶
3 Status: Tech On Site Sep 26, 11:04 PM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 1.1 business days
📄
▶
2 Status: Ready to Bill Sep 29, 11:51 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez Sep 29, 12:01 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
🚨 55.0 business days
🧾
Invoice Created Dec 18, 9:28 AM
Invoice Number: SM-242294

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00527405
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Sep 26, 5:00 PM
Created
Sep 16, 12:24 PM
Invoice #
SM-242294

Work Details (1)

Name Type Status Qty Amount Date
WL-02951791 Labor Open 0.5 $55.00 Sep 26, 11:05 PM

Details