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WO-01305306 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Memorial Hermann Health System — 6875 Fm 1488 Rd, Ste 1500, Magnolia TX, 77354-4520

Sep 19, 2025 → Sep 24, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 25, 2025
✓ SLA Met
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Sep 19 → Sep 22, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
Created: Sep 19, 2025 Completed: Sep 25, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0 / 4
Sep 19 → Sep 19 Ready for Scheduling ▶ Running 0 0 / 4
Sep 19 → Sep 22 Assigned ▶ Running 1 1 / 4
Sep 22 → Sep 25 Scheduled ▶ Running 3 4 / 4
Dispatch 0.0d
Coordinators 5.1d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.1 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Sep 19, 2025 Due: Sep 25, 2025 Completed: Sep 25, 2025 (on time)
📅
4.1 days Total Age
⏱️
3.1d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528748
Midmark Service Request Dispatch Authorization - WO-00106598
Closed
Zone 1 WD/light drifting For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kimberly Caspari
Owner
Jessica Sells
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305306 (current) Invoiced
Repair • Chane Lacy
Created: Sep 19, 2025 • Closed: Sep 24, 2025
Completed with minor delays
Invoiced • 166 days old
🚨
Primary Delay 3.1 days stuck in "Scheduled"
⏱️
Total Delay 2.6 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
2.0d / 0.5d SLA
Scheduled
3.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22 KKelch called Kimberly to schedule for 9/23 between 9 and 10 am. She asked for 9/24 between 9 and 10 am. Customer confirmed. 

9/19 KKelch called Kimberly to schedule for 9/22 between 9 and 10 am. Left VM. 

9/19/2025jsells

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

🔧 Work Performed
9/24 CLacy Adjusted light counter weight to ensure light does not drift up or down. Functional testing passed. This unit is ready to return to service in proper working condition
🔍 Technician Findings
Light drifts down slowly
⚠️ Problem Description
Zone 1 WD/light drifting For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 255 (Series) (-001 thru -007) LED Procedure Light

Timeline

📞
Case Linked Sep 19, 8:26 AM
Case Number: 00528748
Subject: Midmark Service Request Dispatch Authorization - WO-00106598
Status: Closed
📋
▶
2 Work Order Created Sep 19, 10:15 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Sep 19, 10:40 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Sep 22, 12:08 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3d 1h
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-24T14:00:00.000+0000
⏳ 3.0 business days
✔️
▶
2 Status: Completed Sep 24, 8:33 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 12
🏁
Status: Closed by Chane Lacy Sep 24, 8:40 PM
From: Completed
To: Closed
Duration in Previous: 6m
📄
▶
2 Status: Ready to Bill Sep 25, 2:08 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 12:00 AM
Invoice Number: SM-241964

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00528748
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Sep 24, 10:00 AM
Created
Sep 19, 10:15 AM
Invoice #
SM-241964

Work Details (5)

Name Type Status Qty Amount Date
WL-02948326 Labor Open 0.5 $0.00 Sep 24, 8:35 PM
WL-02948327 Labor Open 1 $110.00 Sep 24, 8:35 PM
WL-02948328 Labor Open 0.5 $0.00 Sep 24, 8:35 PM
WL-02948329 Travel Open 12 $110.00 Sep 24, 8:35 PM
WL-02948330 Travel Open 12 $0.00 Sep 24, 8:35 PM

Details