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WO-01305659 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Swedish Health Services — 7320 216th St SW, Ste 100, Edmonds WA, 98026-8006

Sep 22, 2025 → Oct 3, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 26, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 3, 2025)
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 23, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 23 → Sep 23, 2025
0 business days (not counted)
5d
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 30, 2025
5 business days (counted)
Running total: 6 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 3, 2025
3 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Sep 22, 2025 Completed: Oct 3, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0 / 4
Sep 22 → Sep 23 Ready for Scheduling ▶ Running 1 1 / 4
Sep 23 → Sep 23 Assigned ▶ Running 0 1 / 4
Sep 23 → Sep 23 Awaiting Parts - Customer ⏸ Paused 0 —
Sep 23 → Sep 30 Ready for Scheduling ▶ Running 5 6 / 4
Sep 30 → Oct 3 Scheduled ▶ Running 3 9 / 4
Oct 3 → Oct 3 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 0.4d
Coordinators 10.1d
Field Work 0.8d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.4 days
Coordinators
10.1 days
Over SLA
Field Work
0.8 days
Billing
1.3 days
Created: Sep 22, 2025 Due: Oct 6, 2025 Completed: Oct 3, 2025 (3 days early)
📅
9.4 days Total Age
⏱️
5.4d in Ready for Scheduling Longest Stage
🔄
11 transitions Status Changes
⚠️
8.2d over Total Delay
📦
0 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 #00529414
Midmark Service Request Dispatch Authorization - WO-00107110
Closed
Zone 1 WD Recepticles not working For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 727975 015-0346-61 4.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mark Ruark
Owner
Jessica Sells
Created
Sep 22, 2025
Work Orders from this Case (1)
WO-01305659 (current) Invoiced
Repair • Tim Holman
Created: Sep 22, 2025 • Closed: Oct 3, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 5.4 days stuck in "Ready for Scheduling"
⏱️
Total Delay 8.2 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
6.8d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
0.4d
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
4.1d / 1.0d SLA
WO Correction Needed
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/08/25 NSuarez SRA needs to be completed.

9-30 Mburris CB from POC Mark to set appt 

9-30 Mburris called Lm on Vmail 

09/26/2025 SRobinson- Due date updated to match tracking. Arrival 09/30. 1ZE444250346778878

09/24/2025 JRolston - Per UPS, ETA on wb 1ZE444250346778878 is Monday, 9/29. Updated work order accordingly.


09/23/2025 JRolston - Per email from Midmark, part has shipped on UPW wb 1ZE444250346778878. No ETA as of yet. (UPS-Parcel-Ground)


9/22/2025jsells

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

🔧 Work Performed
was sent 4 fuses that go in the back of chair. Tested old ones and they were good. Tested voltage on fuse holders and it was good. Traced and tested cable harness from receptacles to transformer and found a loose wire at transformer. reseated and secured, tested multiple times with success, show staff results.
🔍 Technician Findings
receptacles not working.
⚠️ Problem Description
Zone 1 WD Recepticles not working For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 727975 015-0346-61 4.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Sep 22, 3:35 PM
Case Number: 00529414
Subject: Midmark Service Request Dispatch Authorization - WO-00107110
Status: Closed
📋
Work Order Created Sep 22, 4:49 PM
Work Order: WO-01305659
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 22, 4:54 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
3 Technician Assigned Sep 23, 1:16 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 21m
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2m
📅
Status: Ready for Scheduling by John Rolston Sep 23, 4:32 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 14m
⚠️ 5.9 business days
📅
▶
2 Dispatch Scheduled Sep 30, 6:04 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 7d 1h
⏳ 3.7 business days
🔧
Status: Tech On Site by Tim Holman Oct 3, 12:28 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 18h
⏱️
3x Labor Added Oct 3, 6:36 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 40
✔️
Status: Completed by Tim Holman Oct 3, 6:53 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 25m, 0m
⏳ 3.6 business days
✏️
Status: WO Correction Needed by Nancy Suarez Oct 8, 11:21 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 16h
🏁
Status: Closed by Tim Holman Oct 8, 10:09 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 10h 47m
📄
Status: Ready to Bill by Nancy Suarez Oct 9, 1:08 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 14h 59m, 0m
💰
Status: Invoiced by Nancy Suarez Oct 9, 1:15 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
🧾
Invoice Created Oct 10, 10:43 AM
Invoice Number: SM-243258

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Ready for Scheduling
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00529414
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Oct 3, 1:00 PM
Created
Sep 22, 4:49 PM
Invoice #
SM-243258

Work Details (3)

Name Type Status Qty Amount Date
WL-02959679 Labor Open 2.5 $0.00 Oct 3, 6:36 PM
WL-02959680 Labor Open 2.5 $275.00 Oct 3, 6:36 PM
WL-02959681 Travel Open 40 $110.00 Oct 3, 6:36 PM

Details