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WO-01304833 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center — 3601 S 6th Ave, Tucson AZ, 85723

Sep 17, 2025 → Oct 2, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 23, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
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 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 17 → Sep 17, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Sep 17 → Sep 18, 2025
1 business day (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 17, 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 17 → Sep 17 Created ▶ Running 0 0 / 4
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0 / 4
Sep 17 → Sep 17 Assigned ▶ Running 0 0 / 4
Sep 17 → Sep 17 Awaiting Parts - Customer ⏸ Paused 0 —
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0 / 4
Sep 17 → Sep 18 Assigned ▶ Running 1 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 0.7d
Coordinators 8.3d
Field Work 5.1d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.7 days
Coordinators
8.3 days
Over SLA
Field Work
5.1 days
Over SLA
Billing
0.2 days
Created: Sep 17, 2025 Due: Sep 24, 2025 Completed: Oct 2, 2025 (7 days late)
📅
12.0 days Total Age
⏱️
6.8d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
12.7d over Total Delay
📦
0 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 #00527793
Midmark Service Request Dispatch Authorization - WO-00105118
Closed
Travel Zone 2 PROBLEM SUMMARY WD / V2788668 base covers broken / V2792946 no functions ADDITIONAL NOTES Parts shipping UPS NDA. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! V2788668 / Located in the Warehouse DISPATCH ITEMS Serial # V2788668 Item 647-002 ITEM DESCRIPTION PODIATRY CHAIR, 3 FUNCTION W/ RECPTACLES & PROG. PCR CODES Problem Cause Resolution PRODUCT NOT PASSING EXTERNAL INSPECTION OR TESTING 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 726856 020-10142-00-312 1.00000 Ship Exchanged Open 726856 020-10141-00-312 1.00000 Ship Exchanged Open 726856 020-10140-00-312 1.00000 Ship Exchanged Open 726856 020-10139-00-312 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brian Bostick
Owner
Shelby Robinson
Created
Sep 16, 2025
Work Orders from this Case (2)
WO-01304833 (current) Invoiced
Repair • Andrew Przybyla
Created: Sep 17, 2025 • Closed: Oct 2, 2025
WO-01304836 Invoiced
Repair • Andrew Przybyla
Created: Sep 17, 2025 • Closed: Oct 2, 2025
Completed with significant delays
Invoiced • 168 days old
🚨
Primary Delay 6.8 days stuck in "Scheduled"
⏱️
Total Delay 12.7 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
0.2d / 1.0d SLA
Awaiting Parts - Customer
0.7d
Assigned
1.4d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
4.7d / 1.0d SLA
Closed
5.3d / 1.0d SLA
WO Correction Needed
0.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/17/25 CDempsey- ***Same Day Closure...wo kept open for child wo.

10/7/25 NSuarez SRA for 9/26 needs date of service on PG 4, SRA on wo WO-01304836 is missing PCR CODES on PG 3 on child work order for Date 10/2/25 SRA.

9/26 APrzybyla - Tech needs to keep WO open until new part comes for the Child WO.

9/18 KKelch scheduled per logged email from Brian. Email logged on WO-01304833

9/18 KKelch called Brian to schedule for 9/26 between 9 and 10 am. Unable to get through, sent email. Call and email logged on WO-01304833

9/17/25 lcoonrod

UPS doesn’t have possession of the package yet. Estimated delivery date will be available as soon as we get the package. Order No: 726856 Customer PO No: SR1456632 Customer: Midmark No Charge Service Request NO: 1456632 Ship To Name: VA Medical Center Ship To Address: 3601 S 6th Ave Bldg 14 Warehouse Ship To City/State: TUCSON, AZ 85723 Waybill (Tracking #): 1ZE444250175190255 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 17-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 020-10140-00-312 SERIAL #: DESCRIPTION: FRONT COVER, UPT, PATIENT RIGHT LINE NO: 2.1 QTY: 1 ITEM: 020-10139-00-312 SERIAL #: DESCRIPTION: FRONT COVER, UPT, PATIENT LEFT LINE NO: 3.1 QTY: 1 ITEM: 020-10141-00-312 SERIAL #: DESCRIPTION: REAR COVER, UPT, PATIENT RIGHT LINE NO: 4.1 QTY: 1 ITEM: 020-10142-00-312 SERIAL #: DESCRIPTION: REAR COVER, UPT, PATIENT LEFT


09/17/2025 SRobinson-Called Brian Bostick, 1(520) 792-1490 x16899. Went to automated message with no option to type in Ex. Unable to speak with anyone or LM. Going to send email with WO# to brian.bostick2@va.gov.

🔧 Work Performed
Tech saw that the front base covers were broke. Tech removed the shrouds and then removed all the base covers and replaced with the new ones that were sent to customer. After replacing the base covers, tech showed the POC and he was happy they were replaced.
🔍 Technician Findings
Tech arrived on site and was taken to where the chair was.
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD / V2788668 base covers broken / V2792946 no functions ADDITIONAL NOTES Parts shipping UPS NDA. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! V2788668 / Located in the Warehouse DISPATCH ITEMS Serial # V2788668 Item 647-002 ITEM DESCRIPTION PODIATRY CHAIR, 3 FUNCTION W/ RECPTACLES & PROG. PCR CODES Problem Cause Resolution PRODUCT NOT PASSING EXTERNAL INSPECTION OR TESTING 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 726856 020-10142-00-312 1.00000 Ship Exchanged Open 726856 020-10141-00-312 1.00000 Ship Exchanged Open 726856 020-10140-00-312 1.00000 Ship Exchanged Open 726856 020-10139-00-312 1.00000
📄 Description
Midmark 647 (Series) Barrier-Free® Podiatry Procedures Chair

Timeline

📞
Case Linked Sep 16, 8:44 PM
Case Number: 00527793
Subject: Midmark Service Request Dispatch Authorization - WO-00105118
Status: Closed
📋
Work Order Created Sep 17, 10:04 AM
Work Order: WO-01304833
Type: Repair
Priority: P4
📅
▶
3 Status: Ready for Scheduling Sep 17, 10:17 AM
Status: Ready for Scheduling → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 4m, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000IICttAAH, Andrew Przybyla
📅
Status: Ready for Scheduling by Leona Coonrod Sep 17, 3:42 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5h 20m
👷
▶
2 Technician Assigned Sep 17, 4:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 9m
🗓️
▶
2 Status: Scheduled Sep 18, 1:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-26T04:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Sep 19, 12:16 PM
Scheduled For: 2025-09-26T16:00:00.000+0000
⚠️ 6.0 business days
⏱️
3x Labor Added Sep 26, 10:53 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 68, 11
🔧
Status: Tech On Site by Andrew Przybyla Sep 26, 11:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 21h
⏱️
2x Labor Added Sep 26, 1:53 PM
Type: Labor
Status: Open
Qty: 1.5, 0.5
✔️
Status: Completed by Andrew Przybyla Sep 26, 2:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 0m
⚠️ 5.0 business days
🏁
Status: Closed by Andrew Przybyla Oct 2, 4:45 PM
From: Completed
To: Closed
Duration in Previous: 6d 2h
⏳ 3.9 business days
✏️
Status: WO Correction Needed by Nancy Suarez Oct 7, 11:27 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 18h
🏁
Status: Closed by Andrew Przybyla Oct 7, 1:06 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 38m
📄
▶
2 Status: Ready to Bill Oct 8, 10:44 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 7.0 business days
🧾
Invoice Created Oct 17, 4:07 PM
Invoice Number: SM-243130

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business hours
Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Completed
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours

🔗 Related Artifacts

📞
Case 00527793
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Sep 26, 12:00 PM
Created
Sep 17, 10:04 AM
Invoice #
SM-243130

Work Details (5)

Name Type Status Qty Amount Date
WL-02950595 Labor Open 1.5 $0.00 Sep 26, 10:53 AM
WL-02950596 Travel Open 68 $230.00 Sep 26, 10:53 AM
WL-02950597 Travel Open 11 $0.00 Sep 26, 10:53 AM
WL-02950874 Labor Open 1.5 $165.00 Sep 26, 1:53 PM
WL-02950875 Labor Open 0.5 $0.00 Sep 26, 1:53 PM

Details