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← WO Overview

WO-01307585 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center Charlotte — 3506 W Tyvola Rd, Charlotte NC, 28208

Oct 2, 2025 → Oct 30, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 8, 2025
✗ SLA Missed (15 biz days late)
Active: 19 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 2 → Oct 3, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
8d
▶ Clock Running
Status: Assigned
Oct 3 → Oct 16, 2025
8 business days (counted)
Running total: 9 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 24, 2025
6 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Completed
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Incomplete
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 24 → Oct 24, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 17 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 30, 2025
2 business days (counted)
Running total: 19 of 4 biz days used
Created: Oct 2, 2025 Completed: Oct 30, 2025
Business Days Used 19 / 4
0 4d budget +15d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 2 → Oct 2 Created ▶ Running 0 0 / 4
Oct 2 → Oct 3 Ready for Scheduling ▶ Running 1 1 / 4
Oct 3 → Oct 16 Assigned ▶ Running 8 9 / 4
Oct 16 → Oct 24 Scheduled ▶ Running 6 15 / 4
Oct 24 → Oct 24 Completed ▶ Running 0 15 / 4
Oct 24 → Oct 24 Incomplete ▶ Running 0 15 / 4
Oct 24 → Oct 24 Awaiting Parts ⏸ Paused 0 —
Oct 24 → Oct 27 Ready for Scheduling ▶ Running 1 16 / 4
Oct 27 → Oct 28 Assigned ▶ Running 1 17 / 4
Oct 28 → Oct 30 Scheduled ▶ Running 2 19 / 4
Dispatch 0.0d
Material Management 0.6d
Coordinators 22.1d
Field Work 0.4d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.6 days
Coordinators
22.1 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Oct 2, 2025 Due: Oct 31, 2025 Completed: Oct 30, 2025 (1 days early)
📅
19.3 days Total Age
⏱️
8.9d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
17.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Oct 23, 2025
Visit 2 Oct 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532578
Midmark Service Request Dispatch Authorization - WO-00111447
Closed
Travel Zone 2 PROBLEM SUMMARY WD Scale timing out/numerous other serials ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2851127 Item 626-003 ITEM DESCRIPTION 626-003 MIDMARK BARRIER-FREE EXAM CHAIR,SCALE,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution SCALE SYSTEM NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stanley White
Owner
Shelby Robinson
Created
Oct 2, 2025
Work Orders from this Case (14)
WO-01307582 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307583 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307584 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307585 (current) Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307586 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307587 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307589 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307590 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307591 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307593 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307594 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307595 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307596 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01310207 Invoiced
Repair • Todd Fogiel
Created: Oct 17, 2025 • Closed: Oct 30, 2025
Completed with significant delays
Invoiced • 153 days old
🚨
Primary Delay 8.9 days stuck in "Assigned"
⏱️
Total Delay 17.5 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
2.8d / 1.0d SLA
Assigned
10.4d / 0.5d SLA
Scheduled
8.9d / 2.0d SLA
Completed
0.4d / 1.0d SLA
Incomplete
1.0d
Awaiting Parts
0.6d / 3.0d SLA
Closed
3.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28 MOwens Amber replied back that Wed. 10/29 will work to schedule return trip.

10/27 MOwens Called and left a vm for Amber about scheduling for Wed. 10/29 after the parts arrived on 10/28. Sent email also.

10/20/2025 SRobinson- Order No: 733273


Customer PO No: SR1467180


Customer: Midmark No Charge


Service Request NO: 1467180


Ship To Name: VA Medical Center


Ship To Address: 3506 W Tyvola Rd    


Ship To City/State: Charlotte, NC 28208-7201


Waybill (Tracking #): 1ZE444250375319998


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 20-OCT-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10049-02 SERIAL #: DESCRIPTION: KIT, HAND CONTROL ASS'Y, SCALE, WIRELESS

10/13 MOwens Sent another email to Stanley/Russell about scheduling the repair visit.

Senta an email to Midmark letting them know I can't make contact with Stanley White to schedule the service visit.

10/8 MOwens Sent another email to Stanley.

10/07/2025 SRobinson- Due date updated to match tracking. Arrival 10/08. 1ZE444250374034369

10/6 MOwens Sent a FU email to Stanley to request a reply to schedule the repair visit.

10/3 MOwens Tired to call Stanley White but could not leave a vm. will send an email.

10/02/2025 SRobinson- Called Stanley White, 1(704) 638-9000. Asked for Stanley White, operator said everyone is gone for the day. Sending email to stanley.white@va.gov with WO# and advising a coordinator will reach out to schedule. 

10/07/2025 SRobinson- Due date updated to match tracking. Arrival 10/08. 1ZE444250374034369

10/02/2025 SRobinson- Called Stanley White, 1(704) 638-9000. Asked for Stanley White, operator said everyone is gone for the day. Sending email to stanley.white@va.gov with WO# and advising a coordinator will reach out to schedule. 

🔧 Work Performed
Legs adjusted Calibration timed out Zero timed out Weigh function timed out No obstruction Scale pc board bad Parts ordered 10/29/25 Old scale board removed New scale board installed Unit cycle tested Scale calibrated Demonstrated to customer
🔍 Technician Findings
Unit located Scale functions timeout
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD Scale timing out/numerous other serials ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2846386 Item 626-003 ITEM DESCRIPTION 626-003 MIDMARK BARRIER-FREE EXAM CHAIR,SCALE,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution SCALE SYSTEM NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Oct 2, 3:55 PM
Case Number: 00532578
Subject: Midmark Service Request Dispatch Authorization - WO-00111447
Status: Closed
📋
Work Order Created Oct 2, 5:41 PM
Work Order: WO-01307585
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Oct 2, 5:57 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 16m
👷
▶
2 Technician Assigned Oct 3, 1:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 13m
⚠️ 9.0 business days
👷
Technician Assigned by Laura Hill Oct 16, 2:00 PM
Technician: Todd Fogiel
🗓️
▶
2 Status: Scheduled Oct 16, 2:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-10-23T13:00:00.000+0000
⚠️ 6.0 business days
✔️
▶
2 Status: Completed Oct 23, 9:40 PM
Status: Completed → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.75
⚠️
Status: Incomplete by Todd Fogiel Oct 23, 9:53 PM
From: Completed
To: Incomplete
Duration in Previous: 13m
📦
▶
2 Parts Requested Oct 24, 10:52 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Incomplete
To: Awaiting Parts
Duration in Previous: 12h 58m
📅
Status: Ready for Scheduling by Jessica Sells Oct 24, 3:48 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4h 56m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 27, 3:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 23h
📅
▶
2 Dispatch Scheduled Oct 28, 8:53 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 17h 26m
⏳ 3.0 business days
⏱️
▶
2 Labor Added Oct 30, 2:31 PM
Labor Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Scheduled
To: Completed
Duration in Previous: 2d 5h
🏁
Status: Closed by Todd Fogiel Oct 30, 5:10 PM
From: Completed
To: Closed
Duration in Previous: 2h 38m
⏳ 3.9 business days
📄
▶
3 Status: Ready to Bill Nov 4, 10:53 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Nov 6, 12:42 PM
Invoice Number: SM-245553

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Assigned
Duration: 8.9 business days (threshold: 4.0 business hours)
Exceeded by 8.4 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00532578
Closed
📦
Parts Order 00084114
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Oct 29, 10:00 AM
Created
Oct 2, 5:41 PM
Invoice #
SM-245553

Work Details (2)

Name Type Status Qty Amount Date
WL-02982452 Labor Open 0.75 $82.50 Oct 23, 9:42 PM
WL-02990043 Labor Open 1 $110.00 Oct 30, 2:31 PM

Details