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WO-01305248 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center — 459 Lakeshore Pkwy, Rock Hill SC, 29730-4205

Sep 18, 2025 → Oct 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 24, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 1, 2025)
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 19, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 19 → Sep 23, 2025
2 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 1, 2025
5 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Sep 18, 2025 Completed: Oct 1, 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 18 → Sep 18 Created ▶ Running 0 0 / 4
Sep 18 → Sep 19 Ready for Scheduling ▶ Running 1 1 / 4
Sep 19 → Sep 19 Assigned ▶ Running 0 1 / 4
Sep 19 → Sep 23 Awaiting Parts - Customer ⏸ Paused 2 —
Sep 23 → Sep 24 Ready for Scheduling ▶ Running 1 2 / 4
Sep 24 → Sep 24 Assigned ▶ Running 0 2 / 4
Sep 24 → Oct 1 Scheduled ▶ Running 5 7 / 4
Oct 1 → Oct 1 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 2.8d
Coordinators 9.2d
Field Work 0.2d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.8 days
Coordinators
9.2 days
Over SLA
Field Work
0.2 days
Billing
0.1 days
Created: Sep 18, 2025 Due: Sep 30, 2025 Completed: Oct 1, 2025 (on time)
📅
9.4 days Total Age
⏱️
5.8d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
5.7d 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 #00528610
Midmark Service Request Dispatch Authorization - WO-00106110
Closed
Zone 2 WD/timing out For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 727448 002-10084-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Richard Boggan
Owner
Jessica Sells
Created
Sep 18, 2025
Work Orders from this Case (3)
WO-01305248 (current) Invoiced
Repair • Eric Colon
Created: Sep 18, 2025 • Closed: Oct 1, 2025
WO-01305249 Invoiced
Repair • Eric Colon
Created: Sep 18, 2025 • Closed: Oct 1, 2025
WO-01305250 Invoiced
Repair • Eric Colon
Created: Sep 18, 2025 • Closed: Oct 1, 2025
Completed with minor delays
Invoiced • 167 days old
🚨
Primary Delay 5.8 days stuck in "Scheduled"
⏱️
Total Delay 5.7 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
3.4d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Awaiting Parts - Customer
2.8d
Scheduled
5.8d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/23/25 RCook- Emailed Richard Boggan confirmation of scheduled date and time. See logged email. See logged email on WO-01305491


9/23/25 RCook- Emailed Midmark to confirm how many pieces of equipment we should be repairing. See logged email. See logged email on WO-01305491


9/23/25 RCook- Spoke with Rich, scheduled for 10/1/25 with arrival time between 8-10AM. States they have 3 of these devices down. Requested we schedule for 10/1/25 because Midmark will be out on 10/2 and 10/3. See logged call on WO-01305491


09/23/2025 JRolston - Per UPS, ETA on wb 1ZE444250375023833 is Wednesday, 9/24. Updated work order accordingly. 


09/22/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250375023833. No ETA as of yet. (UPS-Parcel-Ground)


9/18/2025jsells

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

🔧 Work Performed
10/1/25- EColon- arrived on-site, checked in with POC and received parts. Replaced part, calibrated weight function, and function tested unit. Unit fully functional.
🔍 Technician Findings
scale timed out
⚠️ Problem Description
Zone 2 WD/timing out For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 727448 002-10084-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Sep 18, 3:38 PM
Case Number: 00528610
Subject: Midmark Service Request Dispatch Authorization - WO-00106110
Status: Closed
📋
Work Order Created Sep 18, 4:55 PM
Work Order: WO-01305248
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 18, 5:05 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
3 Technician Assigned Sep 19, 1:48 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 43m
👤
Status: Awaiting Parts - Customer by Melissa Owens
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by John Rolston Sep 23, 8:28 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 18h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 24, 1:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 4h
🗓️
▶
2 Status: Scheduled Sep 24, 1:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-01T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Eric Colon Oct 1, 1:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
⏱️
Labor Added Oct 1, 1:41 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Oct 1, 3:23 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Nancy Suarez Oct 2, 3:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 58m
📨
▶
2 Status: Invoice Pending Oct 2, 3:48 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Oct 3, 6:00 PM
Invoice Number: SM-242658

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 5.8 business days (threshold: 2.0 business days)
Exceeded by 3.8 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00528610
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Oct 1, 11:00 AM
Created
Sep 18, 4:55 PM
Invoice #
SM-242658

Work Details (1)

Name Type Status Qty Amount Date
WL-02956157 Labor Open 1 $110.00 Oct 1, 1:41 PM

Details