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← WO Overview

WO-01304831 ↗ ServiceMax

MIDMARK • Repair • P4

📍 DOCS Dermatology — 891 Willow Dr, Ste 1, Chapel Hill NC, 27514

Sep 17, 2025 → Oct 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 23, 2025
✗ SLA Missed (9 biz days late)
Active: 13 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 23, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 23 → Sep 24, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 25, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 26 → Sep 30, 2025
2 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Sep 30 → Oct 2, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 2 → Oct 3, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 9, 2025
4 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 13 of 4 biz days used
Created: Sep 17, 2025 Completed: Oct 9, 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 17 → Sep 17 Created ▶ Running 0 0 / 4
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0 / 4
Sep 17 → Sep 18 Assigned ▶ Running 1 1 / 4
Sep 18 → Sep 23 Scheduled ▶ Running 3 4 / 4
Sep 23 → Sep 24 Awaiting Parts ⏸ Paused 1 —
Sep 24 → Sep 25 Ready for Scheduling ▶ Running 1 5 / 4
Sep 25 → Sep 26 Assigned ▶ Running 1 6 / 4
Sep 26 → Sep 30 Scheduled ▶ Running 2 8 / 4
Sep 30 → Sep 30 Tech On Site ▶ Running 0 8 / 4
Sep 30 → Oct 2 Awaiting Parts ⏸ Paused 2 —
Oct 2 → Oct 2 Ready for Scheduling ▶ Running 0 8 / 4
Oct 2 → Oct 3 Assigned ▶ Running 1 9 / 4
Oct 3 → Oct 9 Scheduled ▶ Running 4 13 / 4
Oct 9 → Oct 9 Tech On Site ▶ Running 0 13 / 4
Dispatch 0.0d
Material Management 3.8d
Coordinators 18.2d
Field Work 0.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.8 days
Coordinators
18.2 days
Over SLA
Field Work
0.9 days
Created: Sep 17, 2025 Due: Oct 9, 2025 Completed: Oct 9, 2025 (on time)
📅
17.0 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
9.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 23, 2025
Visit 2 Sep 30, 2025
Visit 3 Oct 9, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527799
Midmark Service Request Dispatch Authorization - WO-00105505
Closed
Zone 1 WD / no base function For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Staci Small
Owner
Jessica Sells
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304831 (current) Invoiced
Repair • Christopher Morning
Created: Sep 17, 2025 • Closed: Oct 9, 2025
Completed with minor delays
Invoiced • 168 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 9.9 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
2.3d / 1.0d SLA
Assigned
4.5d / 0.5d SLA
Scheduled
11.4d / 2.0d SLA
Awaiting Parts
3.8d / 3.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/3 MOwens Called and spoke to Staci Small. I told her the parts will arrive on 10/6 by UPS. She will watch for them. Scheduled the return visit for 10/9 from 12-3pm.

Staci will be onsite on Thurs and will have the parts ready for the tech when he gets there.


10/2/2025jsells

Ship To Name: DOCS Dermatology Ship To Address: 891 Willow Dr Ste 1 Ship To City/State: Chapel Hill, NC 27514 Waybill (Tracking #): 1ZE444250375143801 Carrier: UPS-Parcel-Ground following items have shipped from Midmark Corporation on: 02-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1747-00 SERIAL #: DESCRIPTION: KIT, SCP POWER SUPPLY PCB LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259050267089 DESCRIPTION: ARS LABEL, ST RT 47 WEST


9/24/2025jsells

Ship To Name: DOCS Dermatology Ship To Address: 891 Willow Dr Ste 1 Ship To City/State: Chapel Hill, NC 27514 Waybill (Tracking #): 1ZE444250373588255 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 24-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-11294-01 SERIAL #: DESCRIPTION: KIT, 631-001 SCISSOR HARNESS


9/18 JToups: Left phone message and sent email suggesting scheduling call on 9/23 at 10:15 am.

9/18 MOwens Called back and spoke to Staci Small. She said she need a morning appt. Checking with the tech to see if 9/23 will work. will call back to let her know.

9/18 MOwens Called back to speak to Staci. Left vm for her to call back.

9/17 MOwens Called to speak to Staci. Left a vm for her to call back to schedule the repair visit.

9/17/2025jsells

left a voicemail with the WO# and I told them a coordinator would call her to schedule the onsite visit

🔧 Work Performed
09/30/025: Removed padding, covers, cladding and shrouds in preparation for installing new cable. Instructions required chair to be moved to full base up, full tilt down, full back up and full foot rest up in order to run cable properly. No chair functions worked when movement attempted. Contacted MidMark Tech. Support (Brian) and together we diagnosed that D25 (12 VDC) supply LED was not lit, indicating problem with Power Card. Brian put power card on order, and I re-installed all shrouds, covers etc. As a final check of the motor control board connections, I pressed on the communications cable socket and D25 illuminated and all functions starte working. Then the Tilt function suddenly stopped. I powered the chair off then on and Tilt function returned. Will recommend to MidMark that one or both motor control cards be replaced along with power card. 09/23: Chair working normally when I left, but awaiting new communications cable. 10-9-25 CTM- Performed repair on Midmark chair series 630 by replaced power supply and calibrated . Notify POC Staci Small of findings and completion.
🔍 Technician Findings
09/30/025: Return call to install scissor harness cable supplied by MidMark to customer. All machine functions working, although POC said foot up/down had "locked" a couple of times in the week between calls. 09/23/025: Confirmed machine not functioning with Hand Conrol(HC). Found it was functioning with Foot control. Checked HC Control was not solidly plugged in and pushed in connector until it "clicked". All functions then worked normally. Because of POC's description of intermittant problems, I calibrated the machine and checked the stored Error Codes (EC). EC's did not match those in MidMark documentation, so called James at MidMark Tech support. James says this is usually due to a faulty cable between two electronic cards and he is sending new cable P/N 002-11294-01 to site. 10-9-25 CTM - Perform repair on Midmark chair series 630 by replacing power supply and calibrating . Notify POC Staci Small of findings and completion.
⚠️ Problem Description
Zone 1 WD / no base function For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Sep 16, 10:09 PM
Case Number: 00527799
Subject: Midmark Service Request Dispatch Authorization - WO-00105505
Status: Closed
📋
▶
2 Work Order Created Sep 17, 9:56 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Status: Assigned Sep 17, 1:58 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
⏳ 2.0 business days
👷
Technician Assigned by Melissa Owens Sep 18, 3:57 PM
Technician: James Toups
📅
▶
2 Dispatch Scheduled Sep 18, 4:26 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by James Toups
From: Assigned
To: Scheduled
Duration in Previous: 1d 2h
⏳ 3.9 business days
⏱️
3x Labor Added Sep 23, 2:47 PM
Type: Labor
Status: Open
Qty: 1.8166666666667, 0.56666666666667, 0.58333333333333
🚗
▶
3 2x Travel Added Sep 23, 2:54 PM
2x Travel Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082224
Status: Closed
📦
Status: Awaiting Parts by James Toups
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4d 22h
📅
Status: Ready for Scheduling by Jessica Sells Sep 24, 2:48 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23h 51m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Sep 25, 5:01 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: James Toups
📅
▶
2 Dispatch Scheduled Sep 26, 11:30 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by James Toups
From: Assigned
To: Scheduled
Duration in Previous: 18h 29m
⏳ 3.0 business days
🔧
Status: Tech On Site by James Toups Sep 30, 1:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
⏱️
▶
4 5x Labor Added Sep 30, 6:41 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts → Parts Added
📦
Parts Requested
Order: 00082722
Status: Closed
📦
Status: Awaiting Parts by James Toups
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 47m
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 2.7 business days
📅
Status: Ready for Scheduling by Jessica Sells Oct 2, 3:49 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 21h
👷
▶
2 Status: Assigned Oct 2, 4:52 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
📅
▶
2 Dispatch Scheduled Oct 3, 11:57 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 19h 4m
⚠️ 5.0 business days
📅
Dispatch Scheduled by Melissa Owens Oct 9, 10:39 AM
Scheduled For: 2025-10-09T15:00:00.000+0000
🔧
Status: Tech On Site by Christopher Morning Oct 9, 11:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏱️
3x Labor Added Oct 9, 1:14 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 74
✔️
Status: Completed by Christopher Morning Oct 9, 1:40 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 14m
🏁
Status: Closed by Christopher Morning Oct 9, 1:45 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Oct 13, 12:32 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Oct 14, 11:53 AM
Invoice Number: SM-243437

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00527799
Closed
📦
Parts Order 00082224
Closed
📦
Parts Order 00082722
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Morning
Scheduled
Oct 9, 11:00 AM
Created
Sep 17, 9:56 AM
Invoice #
SM-243437

Work Details (14)

Name Type Status Qty Amount Date
WL-02946039 Labor Open 1.8166666666667 $220.00 Sep 23, 2:47 PM
WL-02946040 Labor Open 0.56666666666667 $0.00 Sep 23, 2:47 PM
WL-02946038 Labor Open 0.58333333333333 $0.00 Sep 23, 2:47 PM
WL-02946081 Travel Open 26.5 $110.00 Sep 23, 2:54 PM
WL-02946082 Travel Open 26.5 $0.00 Sep 23, 2:54 PM
WL-02954973 Labor Open 0.68333333333333 $0.00 Sep 30, 6:41 PM
WL-02954971 Labor Open 0.65 $0.00 Sep 30, 6:41 PM
WL-02954972 Labor Open 3.1166666666667 $357.50 Sep 30, 6:41 PM
WL-02954974 Travel Open 26.5 $110.00 Sep 30, 6:41 PM
WL-02954975 Travel Open 26.5 $0.00 Sep 30, 6:41 PM
WL-02954979 Parts Open 1 $0.00 Sep 30, 6:45 PM
WL-02965090 Labor Open 2.25 $0.00 Oct 9, 1:14 PM
WL-02965091 Travel Open 74 $110.00 Oct 9, 1:14 PM
WL-02965099 Labor Open 2 $220.00 Oct 9, 1:15 PM

Details