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WO-01304975 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Triad Internal Medicine — 1593 Yanceyville St, Ste 200, GREENSBORO NC, 27405

Sep 17, 2025 → Nov 4, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 23, 2025
✗ SLA Missed (29 biz days late)
Active: 33 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
🏭 Customer Supplied Parts (1)
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 18, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 18 → Sep 18, 2025
0 business days (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 27, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 27 → Sep 28, 2025
0 business days (not counted)
▶ Clock Running
Status: Completed
Sep 28 → Sep 28, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
26d
▶ Clock Running
Status: Incomplete
Sep 28 → Nov 4, 2025
26 business days (counted)
Running total: 33 of 4 biz days used
Created: Sep 17, 2025 Completed: Nov 4, 2025
Business Days Used 33 / 4
0 4d budget +29d 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 18 Ready for Scheduling ▶ Running 1 1 / 4
Sep 18 → Sep 18 Assigned ▶ Running 0 1 / 4
Sep 18 → Sep 26 Scheduled ▶ Running 6 7 / 4
Sep 26 → Sep 27 Tech On Site ▶ Running 0 7 / 4
Sep 27 → Sep 28 Awaiting Parts ⏸ Paused 0 —
Sep 28 → Sep 28 Completed ▶ Running 0 7 / 4
Sep 28 → Nov 4 Incomplete ▶ Running 26 33 / 4
Dispatch 0.0d
Coordinators 8.7d
Field Work 1.0d
Incomplete 26.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.7 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
26.0 days
Billing
0.0 days
Created: Sep 17, 2025 Due: Sep 23, 2025 Completed: Nov 4, 2025 (41 days late)
📅
33.7 days Total Age
⏱️
26.0d in Incomplete Longest Stage
🔄
10 transitions Status Changes
⚠️
7.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528113
Midmark Service Request Dispatch Authorization - WO-00105562
Closed
Zone 1 WD No base function ADDITIONAL NOTES Fridays open 8am – 12pm. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Misti Sellars
Owner
Sherry Reich
Created
Sep 17, 2025
Work Orders from this Case (1)
WO-01304975 (current) Invoiced
Repair • Todd Fogiel
Created: Sep 17, 2025 • Closed: Nov 4, 2025
Completed with minor delays
Invoiced • 168 days old
🚨
Primary Delay 26.0 days stuck in "Incomplete"
⏱️
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
1.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Awaiting Parts
0.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Incomplete
26.0d
Closed
2.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/18 MOwens Called and spoke to Misti. She requested a Friday for service visit. Told her the first open Friday is 9/26. She said that will be fine. Eta for tech will be between 9-10am.

9/17/25 SReich - Spoke to Misti, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
reinstalled power cord cycle tested unit unit operational confirmed with midmark if socket is worn or loose, midmark suggests it is normal
🔍 Technician Findings
unit located no operation power cord loose
⚠️ Problem Description
Zone 1 WD No base function ADDITIONAL NOTES Fridays open 8am – 12pm. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Sep 17, 1:30 PM
Case Number: 00528113
Subject: Midmark Service Request Dispatch Authorization - WO-00105562
Status: Closed
📋
▶
2 Work Order Created Sep 17, 2:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Sep 18, 10:48 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 8m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-26T13:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Todd Fogiel Sep 26, 11:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
📦
▶
2 Parts Requested Sep 26, 8:39 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Todd Fogiel
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 9h 38m
⏳ 0.4 business days
⏱️
▶
3 3x Labor Added Sep 28, 7:06 PM
3x Labor Added → Status: Completed → Status: Incomplete
✔️
Status: Completed by Todd Fogiel
From: Awaiting Parts
To: Completed
Duration in Previous: 1d 22h
⚠️
Status: Incomplete by Todd Fogiel
From: Completed
To: Incomplete
Duration in Previous: 2m
🚨 26.0 business days
✔️
Status: Completed by Todd Fogiel Nov 4, 1:49 PM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 36d 19h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 6, 12:44 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Nov 7, 12:18 AM
Invoice Number: SM-245734

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00528113
Closed
📦
Parts Order 00082554
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Sep 26, 9:00 AM
Created
Sep 17, 2:37 PM
Invoice #
SM-245734

Work Details (3)

Name Type Status Qty Amount Date
WL-02952375 Labor Open 1 $0.00 Sep 28, 7:06 PM
WL-02952376 Labor Open 1 $110.00 Sep 28, 7:06 PM
WL-02952377 Travel Open 53 $110.00 Sep 28, 7:06 PM

Details