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← WO Overview

WO-01308349 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Internal Medicine Partners — 1726 Medical Blvd, Ste 201, Naples FL, 34110-1400

Oct 8, 2025 → Oct 23, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 15, 2025
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 23, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 14, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 15 → Oct 15, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 15 → Oct 16, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 20, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 23, 2025
3 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
Created: Oct 8, 2025 Completed: Oct 23, 2025
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0 / 4
Oct 8 → Oct 8 Ready for Scheduling ▶ Running 0 0 / 4
Oct 8 → Oct 9 Assigned ▶ Running 1 1 / 4
Oct 9 → Oct 14 Scheduled ▶ Running 2 3 / 4
Oct 14 → Oct 14 Tech On Site ▶ Running 0 3 / 4
Oct 14 → Oct 15 Tech Off Site ▶ Running 1 4 / 4
Oct 15 → Oct 15 Awaiting Parts ⏸ Paused 0 —
Oct 15 → Oct 16 Ready for Scheduling ▶ Running 1 5 / 4
Oct 16 → Oct 16 Assigned ▶ Running 0 5 / 4
Oct 16 → Oct 20 Scheduled ▶ Running 2 7 / 4
Oct 20 → Oct 20 Tech On Site ▶ Running 0 7 / 4
Oct 20 → Oct 20 Tech Off Site ▶ Running 0 7 / 4
Oct 20 → Oct 23 Scheduled ▶ Running 3 10 / 4
Oct 23 → Oct 23 Tech On Site ▶ Running 0 10 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 13.2d
Field Work 1.4d
Billing 0.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
13.2 days
Over SLA
Field Work
1.4 days
Billing
0.5 days
Created: Oct 8, 2025 Due: Oct 28, 2025 Completed: Oct 23, 2025 (5 days early)
📅
10.7 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
7.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Joseph Anderson — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 14, 2025
Visit 2 Oct 20, 2025
Visit 3 Oct 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533937
Midmark Service Request Dispatch Authorization - WO-00113449
Closed
Zone 1 NWD Back not functioning If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Leyra Gonzalez
Owner
Jessica Sells
Created
Oct 8, 2025
Work Orders from this Case (1)
WO-01308349 (current) Invoiced
Repair • Joseph Anderson
Created: Oct 8, 2025 • Closed: Oct 23, 2025
Completed with minor delays
Invoiced • 147 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 7.3 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
2.1d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
9.2d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.8d / 2.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Completed
0.1d / 1.0d SLA
Closed
4.1d / 1.0d SLA
WO Correction Needed
0.5d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/27/25 NSuarez Both SRA are missing check mark on Pg 2 for yes or no please check mark if the item was fixed yes or no.

10/20/25 AJinerson - Received call back from POC Leyra who confirmed rescheduling tech visit to Thursday, 10/23 with eta between 9am-11am. 

Leyra will be POC on site this day. 

Leyra will have parts with her at front desk and will assist tech. 

They will reach out if they do not receive parts by Weds. as expected. 


10/20/25 AJinerson - Called site to follow up and reschedule tech visit now that parts ETA has been delayed. Left VM. 


10/20/25 AJinerson - Tech went on site and parts haven't been delivered yet. Checked tracking and parts now delayed to 10/22


10/16/25 AJinerson - Received email back from Alejandro confirming tech visit on Mon. 10/20 with eta between 12pm-2pm.

Per email from Alejandro, POC on site will be:

Dr Blanco 787-918-5818 office 239-596-8804


10/16/25 AJinreson - Email to POC Leyra offering tech visit on Mon. 10/20 with eta between 12pm-2pm.


10/16/25 AJinerson - Called site to follow up and schedule tech visit. No answer, left VM regarding tech visit (prompt 2). 


10/16/25 AJinerson - Parts eta to site 10/17 -



10/15/25 SReich

Order No: 732492 Customer PO No: SR1472100 Customer: Internal Medicine Partners Service Request NO: 1472100 Ship To Name: Internal Medicine Partners Ship To Address: 1726 Medical Blvd Ste 201 Ship To City/State: Naples, FL 34110-1400 Waybill (Tracking #): 1ZE444250374005551 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 15-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 016-1625-00 SERIAL #: DESCRIPTION: LOCKING GAS SPRING


10/9/25 RCook- Received confirmation from Alejandro Blanco Franco to schedule for 10/14/25. Arrival time between 1-3PM. Alejandro Blanco Franco personal phone 787-918-5818 See logged email.


10/09/2025 LHill-LM at 239-596-8804 for Leyra Gonzalez to schedule repair.


10/8/25 RCook- Emailed Leyra Gonzalez to schedule for 10/14/25. Arrival time between 1-3PM. Waiting for confirmation. See logged email.


10/8/25 RCook- LM at 239-596-8804 to schedule for 10/14/25. Arrival time between 1-3PM. 


10/8/2025jsells

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

🔧 Work Performed
10/14/25 Seat back is manually operated with hydraulic cylinder, won’t hold into place and immediately goes completely to forward position. Moved very easily when pushed on seat back and handle, issue is with hydraulic cylinder. Contacted Midmark and spoke with Jason, got approval to ship replacement hydraulic cylinder from Lilly, she is the office manager. Part number is 016-1625-00, cost of part is $171. Midmark shipping directly to customer. 10/20/25 Arrived on site, customer hasn’t received part yet. Checked tracking, showing arrival on Wednesday 10/22/25 between 8:45-10:45. 10/23/25 Replaced hydraulic cylinder, had to remove top shroud to access. Tested cylinder after replacement and handles weren’t working properly, had to remove bracket that both handles attach to due to not being placed back on properly. It was replaced prior, not by EMSAR. It was put on incorrect and not allowing handles to operate properly. Cylinder and back now operating properly.
🔍 Technician Findings
Seat back not holding into place, unless completely forward.
⚠️ Problem Description
Zone 1 NWD Back not functioning If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Oct 8, 11:24 AM
Case Number: 00533937
Subject: Midmark Service Request Dispatch Authorization - WO-00113449
Status: Closed
📋
▶
2 Work Order Created Oct 8, 2:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 8, 3:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 56m
📅
▶
3 Dispatch Scheduled Oct 9, 10:00 AM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 18h 44m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-14T20:15:00.000+0000, 2025-10-14T18:15:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Joseph Anderson Oct 14, 2:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
🚗
▶
2 4x Travel Added Oct 14, 3:04 PM
4x Travel Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site
To: Tech Off Site
Duration in Previous: 47m
⏱️
▶
3 Labor Added Oct 14, 8:48 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083573
Status: Closed
📦
Status: Awaiting Parts by Joseph Anderson
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 5h 48m
📅
Status: Ready for Scheduling by Sherry Reich Oct 15, 12:20 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 27m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Oct 16, 1:24 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Joseph Anderson
🗓️
▶
2 Status: Scheduled Oct 16, 4:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-10-20T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Joseph Anderson Oct 20, 1:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
🚗
▶
3 3x Travel Added Oct 20, 2:06 PM
3x Travel Added → Labor Added → Status: Tech Off Site
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.41666666666667
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site
To: Tech Off Site
Duration in Previous: 25m
🗓️
▶
2 Status: Scheduled Oct 20, 2:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-10-23T13:00:00.000+0000
⏱️
Labor Added Oct 20, 9:04 PM
Type: Labor
Status: Open
Qty: 1.2666666666667
⏳ 3.4 business days
🔧
Status: Tech On Site by Joseph Anderson Oct 23, 10:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
🚗
2x Travel Added Oct 23, 1:37 PM
Type: Travel, Labor
Status: Open
Qty: 49, 1.0333333333333
⏱️
▶
2 Labor Added Oct 23, 1:46 PM
Labor Added → Status: Completed
✔️
Status: Completed by Joseph Anderson
From: Tech On Site
To: Completed
Duration in Previous: 2h 51m
🏁
Status: Closed by Joseph Anderson Oct 23, 2:51 PM
From: Completed
To: Closed
Duration in Previous: 1h 3m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Oct 27, 12:54 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 22h
🏁
Status: Closed by Joseph Anderson Oct 27, 4:41 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 3h 47m
📄
▶
2 Status: Ready to Bill Oct 28, 10:21 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Nov 2, 9:03 PM
Invoice Number: SM-244917

Bottlenecks

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
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.7 business hours
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.9 business hours
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00533937
Closed
📦
Parts Order 00083573
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Joseph Anderson
Scheduled
Oct 23, 9:00 AM
Created
Oct 8, 2:15 PM
Invoice #
SM-244917

Work Details (13)

Name Type Status Qty Amount Date
WL-02970087 Travel Open 49 $0.00 Oct 14, 3:04 PM
WL-02970088 Labor Open 1.1833333333333 $0.00 Oct 14, 3:04 PM
WL-02970089 Travel Open 28 $110.00 Oct 14, 3:04 PM
WL-02970090 Labor Open 0.78333333333333 $110.00 Oct 14, 3:04 PM
WL-02970871 Labor Open 1.9333333333333 $0.00 Oct 14, 8:48 PM
WL-02977075 Travel Open 49 $0.00 Oct 20, 2:06 PM
WL-02977076 Labor Open 0.41666666666667 $0.00 Oct 20, 2:06 PM
WL-02977077 Travel Open 8 $110.00 Oct 20, 2:06 PM
WL-02977084 Labor Open 0.41666666666667 $55.00 Oct 20, 2:07 PM
WL-02977757 Labor Open 1.2666666666667 $0.00 Oct 20, 9:04 PM
WL-02981585 Travel Open 49 $110.00 Oct 23, 1:37 PM
WL-02981586 Labor Open 1.0333333333333 $0.00 Oct 23, 1:37 PM
WL-02981602 Labor Open 2.8333333333333 $330.00 Oct 23, 1:46 PM

Details