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WO-01305177 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Parker Medical Offices — 10168 Parkglenn Way, Parker CO, 80138-3868

Sep 18, 2025 → Oct 7, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 24, 2025
✗ SLA Missed (10 biz days late)
Active: 14 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Sep 18 → Sep 22, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 23 → Sep 23, 2025
0 business days (not counted)
4d
▶ Clock Running
Status: Tech Off Site
Sep 23 → Sep 29, 2025
4 business days (counted)
Running total: 7 of 4 biz days used
2d
▶ Clock Running
Status: Reschedule
Sep 29 → Oct 1, 2025
2 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 7, 2025
4 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 14 of 4 biz days used
Created: Sep 18, 2025 Completed: Oct 8, 2025
Business Days Used 14 / 4
0 4d budget +10d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 18 Created ▶ Running 0 0 / 4
Sep 18 → Sep 18 Ready for Scheduling ▶ Running 0 0 / 4
Sep 18 → Sep 22 Assigned ▶ Running 2 2 / 4
Sep 22 → Sep 23 Scheduled ▶ Running 1 3 / 4
Sep 23 → Sep 23 Tech On Site ▶ Running 0 3 / 4
Sep 23 → Sep 23 Awaiting Parts ⏸ Paused 0 —
Sep 23 → Sep 29 Tech Off Site ▶ Running 4 7 / 4
Sep 29 → Oct 1 Reschedule ▶ Running 2 9 / 4
Oct 1 → Oct 1 Assigned ▶ Running 0 9 / 4
Oct 1 → Oct 7 Scheduled ▶ Running 4 13 / 4
Oct 7 → Oct 8 Tech On Site ▶ Running 1 14 / 4
Dispatch 0.0d
Material Management 0.2d
Coordinators 12.7d
Field Work 5.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.2 days
Coordinators
12.7 days
Over SLA
Field Work
5.3 days
Over SLA
Created: Sep 18, 2025 Due: Oct 6, 2025 Completed: Oct 8, 2025 (1 days late)
📅
14.2 days Total Age
⏱️
4.4d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
10.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michah Brackett — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 23, 2025
Visit 2 Oct 7, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528469
Midmark Service Request Dispatch Authorization - WO-00104966
Closed
Zone 1 WD / scales weighing off Please have tech bring a 50 lb calibrated weight to calibrate the scale. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
James Cable
Owner
Jessica Sells
Created
Sep 18, 2025
Work Orders from this Case (3)
WO-01305176 Invoiced
Repair • Andrew Przybyla
Created: Sep 18, 2025 • Closed: Oct 7, 2025
WO-01305177 (current) Invoiced
Repair • Michah Brackett
Created: Sep 18, 2025 • Closed: Oct 7, 2025
WO-01305180 Invoiced
Repair • Andrew Przybyla
Created: Sep 18, 2025 • Closed: Sep 23, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 4.4 days stuck in "Scheduled"
⏱️
Total Delay 10.1 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
0.0d / 1.0d SLA
Assigned
3.3d / 0.5d SLA
Scheduled
6.4d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Awaiting Parts
0.2d / 3.0d SLA
Tech Off Site
4.4d / 2.0d SLA
Reschedule
2.9d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
07e-Partial Project
1.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/10/25 NSuarez Awaiting on parent WO.

10-1 Mburris email from POC to set

10-1 Mburris email sent to POC looking for 10-7


10/1/25 RCook- Sent message in West district chat stating: Michael Burris David Carvalho I talked to Michael last week about Michah returning to CO for the Midmark repair and I talked to Carvalho about possibly sending Michael Morris to WY and CO. Michael Morris has local work that he needs to complete on Tuesday and an inspection on Friday. He also has another local WO that needs to be scheduled for next week. Can Michah take the below WOs for next week? 

 

WO-01304777- Midmark repair in Glenrock, WY

WO-01305365-Midmark repair in Aurora, CO

WO-01306615- HCP Repair in Colorado Springs, CO

WO-01305177- Midmark repair in Parker, CO

 

There are also Nov inspections in CO if those can be added that will be a bonus!

WO-01303941- Denver, CO HCP Inspection- Due 11/28/25 87 pieces

WO-01303609- Denver, CO- HCP Inspection- Due 11/8/25 63 pieces

WO-01303132- Aurora, CO- HCP Inspection - Due 11/26/25 80 pieces

 

Per Michael Burris and David Carvalho: They can take these WOs but inspection will have to be hit on another trip.



9/29/25 CDempsey- part scheduled for delivery tomorrow.

09/25/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250373926380

9/19 KKelch scheduled per logged email from James. Email logged on WO-01305176

9/18 KKelch called James to schedule for 9/23 between 12 and 1 pm. Busy signal came up, sent email. Call and email logged on WO-01305176

🔧 Work Performed
10-7-25-MBRAC-REPLACED SCALE BOARD AND DID PROPER CALIBRATION WITH 50 LB CALIBRATED WEIGHTS. DID PROPER FUNCTIONAL TEST Tech started by going through the recalibration process for the chair, and while pressing the buttons, the scale would time out on tech. Tech tried to place the 50LB weight on the chair, but the scale would time out. Tech even tried to weigh himself, but the scale would time out. Tech opened up the back of the chair and exposed the scale board and noticed about 50 error codes. Tech even tried to do a load cell test, but the Summed number was off. Tech called Midmark tech support and talked to Jason. He had tech run though a few things, and then he wanted the last known error code. When tech gave him that error code, Jason said that the scale board needs to be changed out. Jason said he would be sending one out to the customer. Customer approved second trip.
🔍 Technician Findings
Tech arrived on site and was told that the scale keeps timing out.
⚠️ Problem Description
Zone 1 WD / scales weighing off Please have tech bring a 50 lb calibrated weight to calibrate the scale. 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 18, 11:55 AM
Case Number: 00528469
Subject: Midmark Service Request Dispatch Authorization - WO-00104966
Status: Closed
📋
Work Order Created Sep 18, 12:34 PM
Work Order: WO-01305177
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 18, 12:41 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
2 Status: Assigned Sep 18, 12:56 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Sep 22, 11:36 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3d 22h
⏳ 2.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Sep 23, 3:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 3h
⏱️
▶
3 Labor Added Sep 23, 3:44 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082235
Status: Closed
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 46m
🚗
Status: Tech Off Site by Andrew Przybyla Sep 23, 5:03 PM
From: Awaiting Parts
To: Tech Off Site
Duration in Previous: 1h 16m
⏳ 4.9 business days
🔄
Status: Reschedule by Craig Dempsey Sep 29, 12:32 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 5d 19h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Oct 1, 12:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Reschedule
To: Assigned
Duration in Previous: 2d 0h
🗓️
▶
2 Status: Scheduled Oct 1, 4:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-07T21:00:00.000+0000
⏳ 4.9 business days
🔧
Status: Tech On Site by Michah Brackett Oct 7, 3:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
⏱️
5x Labor Added Oct 7, 8:34 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 70
✔️
Status: Completed by Michah Brackett Oct 7, 8:48 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 34m
🏁
Status: Closed by Michah Brackett Oct 7, 9:55 PM
From: Completed
To: Closed
Duration in Previous: 1h 7m
⏳ 3.3 business days
📋
Status: 07e-Partial Project by Nancy Suarez Oct 10, 12:09 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 14h
⏳ 1.0 business days
📄
▶
2 Status: Ready to Bill Oct 13, 11:29 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.0 business days
🧾
Invoice Created Oct 14, 11:53 AM
Invoice Number: SM-243433

Bottlenecks

Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Tech Off Site
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Reschedule
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.5 business hours
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00528469
Closed
📦
Parts Order 00082235
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michah Brackett
Scheduled
Oct 7, 5:00 PM
Created
Sep 18, 12:34 PM
Invoice #
SM-243433

Work Details (6)

Name Type Status Qty Amount Date
WL-02946165 Labor Open 1 $110.00 Sep 23, 3:44 PM
WL-02962741 Labor Open 1.5 $0.00 Oct 7, 8:34 PM
WL-02962742 Labor Open 1.5 $165.00 Oct 7, 8:34 PM
WL-02962743 Labor Open 2 $0.00 Oct 7, 8:34 PM
WL-02962744 Travel Open 70 $110.00 Oct 7, 8:34 PM
WL-02962745 Travel Open 70 $0.00 Oct 7, 8:34 PM

Details