Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305489 ↗ ServiceMax

MIDMARK • Repair • P4

📍 KANSAS CITY OBGYN — 12200 W 106TH ST #230, Overland Park KS, 66215

Sep 22, 2025 → Oct 8, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 26, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Sep 25 → Oct 2, 2025
5 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 2 → Oct 6, 2025
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 8, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Sep 22, 2025 Completed: Oct 8, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0 / 4
Sep 22 → Sep 22 Ready for Scheduling ▶ Running 0 0 / 4
Sep 22 → Sep 22 Assigned ▶ Running 0 0 / 4
Sep 22 → Sep 25 Scheduled ▶ Running 3 3 / 4
Sep 25 → Sep 25 Tech On Site ▶ Running 0 3 / 4
Sep 25 → Oct 2 Awaiting Parts ⏸ Paused 5 —
Oct 2 → Oct 6 Ready for Scheduling ▶ Running 2 5 / 4
Oct 6 → Oct 6 Assigned ▶ Running 0 5 / 4
Oct 6 → Oct 6 Scheduled ▶ Running 0 5 / 4
Oct 6 → Oct 6 Entered ▶ Running 0 5 / 4
Oct 6 → Oct 6 Assigned ▶ Running 0 5 / 4
Oct 6 → Oct 8 Scheduled ▶ Running 2 7 / 4
Oct 8 → Oct 8 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 6.0d
Coordinators 10.3d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
10.3 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Sep 22, 2025 Due: Oct 14, 2025 Completed: Oct 9, 2025 (5 days early)
📅
13.1 days Total Age
⏱️
6.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
8.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Blake Ward — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 25, 2025
Visit 2 Oct 8, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00529036
Midmark Service Request Dispatch Authorization - WO-00106640
Closed
Zone 1 NWD No back foot or tilt Error codes: 03/15-16 04/15-16 05/15-16. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Hannah Fisher
Owner
Jessica Sells
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305489 (current) Invoiced
Repair • Blake Ward
Created: Sep 22, 2025 • Closed: Oct 8, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 6.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 8.3 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
3.1d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Completed
0.7d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8/25 SReich

Your shipment

1ZE444250373271355

Estimated delivery

Today, October 08 between 9:30 A.M. - 11:30 A.M. 

Your package has arrived at a local UPS location and is being processed for delivery.


10/6 KKelch scheduled per logged email from Hannah

10/6 KKelch called Hannah to schedule for 10/8 between 12 and 2 pm. Sat on hold for 10 minutes, sent email.

10/2 KHardison: No ETA. Updated due date.

Ship To Name: Kansas City OB/GYN Ship To Address: 12200 W 106th St Ste 230 Ship To City/State: OVERLAND PARK, KS 66215 Waybill (Tracking #): 1ZE444250373271355 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 015-0346-58 SERIAL #: DESCRIPTION: FUSE- 10 AMP, SLO-BLO, 5.2 X 20mm LINE NO: 2.1 QTY: 1 ITEM: 002-1749-00 SERIAL #: DESCRIPTION: KIT, SCP MOTOR CONTROL HUB PCB

10/2/2025jsells

Hello, EMSAR,


Customer has approved parts to be shipped to their location. You will be emailed the tracking information when the parts ship. Please reach out to the customer to schedule when the parts arrive. Thanks!

9/22 KKelch scheduled per logged email from Hannah. Email logged on WO-01305489

9/22 KKelch called Hannah to schedule for 9/25 between 9 and 10 am. Unable to get through phone menu, sent email. 

9/22/2025jsells

spoke with Kayla, Hannah is not available, shared we received Midmark service request

🔧 Work Performed
TL-tested and found motor control hub faulty 10/8 BW-Removed old PCB HUB. Installed new PCB HUB with new fuse. Calibrated new PCB and tested all functions and confirmed unit is working properly.
🔍 Technician Findings
TL-no tilt, back or foot function
⚠️ Problem Description
Zone 1 NWD No back foot or tilt Error codes: 03/15-16 04/15-16 05/15-16. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed.
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Sep 19, 3:56 PM
Case Number: 00529036
Subject: Midmark Service Request Dispatch Authorization - WO-00106640
Status: Closed
⏳ 2.0 business days
📋
Work Order Created Sep 22, 9:11 AM
Work Order: WO-01305489
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 22, 9:23 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 12m
👷
▶
4 Technician Assigned Sep 22, 12:25 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 1m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Sep 25, 10:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
⏱️
2x Labor Added Sep 25, 11:35 AM
Type: Labor
Status: Open
Qty: 0.18333333333333, 0.83333333333333
🚗
Travel Added Sep 25, 11:40 AM
Type: Travel
Status: Open
Qty: 9
⏱️
▶
3 Labor Added Sep 25, 11:55 AM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082431
Status: Closed
📦
Status: Awaiting Parts by Thomas Langenberg
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 55m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 2, 2:18 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 2h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Oct 6, 10:06 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 19h
👷
▶
3 Technician Assigned Oct 6, 1:18 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3h 12m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-08T17:00:00.000+0000
🆕
▶
3 Status: Entered Oct 6, 3:02 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYLQA5, Blake Ward
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-08T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Blake Ward Oct 8, 2:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
🚗
3x Travel Added Oct 8, 3:17 PM
Type: Travel, Labor
Status: Open
Qty: 240
⏱️
▶
2 Labor Added Oct 8, 3:52 PM
Labor Added → Status: Completed
✔️
Status: Completed by Blake Ward
From: Tech On Site
To: Completed
Duration in Previous: 1h 10m
⏱️
Labor Added Oct 8, 8:24 PM
Type: Labor
Status: Open
Qty: 4.25
🏁
Status: Closed by Blake Ward Oct 8, 9:09 PM
From: Completed
To: Closed
Duration in Previous: 5h 17m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Oct 10, 2:58 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 1.0 business days
🧾
Invoice Created Oct 13, 12:15 PM
Invoice Number: SM-243390

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00529036
Closed
📦
Parts Order 00082431
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Blake Ward
Scheduled
Oct 8, 1:00 PM
Created
Sep 22, 9:11 AM
Invoice #
SM-243390

Work Details (9)

Name Type Status Qty Amount Date
WL-02949032 Labor Open 0.18333333333333 $27.50 Sep 25, 11:35 AM
WL-02949033 Labor Open 0.83333333333333 $0.00 Sep 25, 11:35 AM
WL-02949040 Travel Open 9 $110.00 Sep 25, 11:40 AM
WL-02949055 Labor Open 1.6666666666667 $192.50 Sep 25, 11:55 AM
WL-02963601 Travel Open 240 $0.00 Oct 8, 3:17 PM
WL-02963602 Travel Open 240 $110.00 Oct 8, 3:17 PM
WL-02963603 Labor Open 4 $0.00 Oct 8, 3:17 PM
WL-02963678 Labor Open 1.25 $137.50 Oct 8, 3:52 PM
WL-02964211 Labor Open 4.25 $0.00 Oct 8, 8:24 PM

Details