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WO-01308452 ↗ ServiceMax

MIDMARK • Repair • P4

📍 University of Kansas Hospital — 10740 Nall Ave, Ste 300, Overland Park KS, 66211-1296

Oct 8, 2025 → Dec 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 15, 2025
✗ SLA Missed (27 biz days late)
Active: 31 biz days
Paused: 10 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 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 9, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 9 → Oct 9, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
14d
▶ Clock Running
Status: Assigned
Oct 9 → Oct 30, 2025
14 business days (counted)
Running total: 15 of 4 biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 30 → Nov 12, 2025
8 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 20, 2025
6 business days (counted)
Running total: 21 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 21 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 20 → Nov 24, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 22 of 4 biz days used
5d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 4, 2025
5 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 10, 2025
4 business days (counted)
Running total: 31 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 31 of 4 biz days used
Created: Oct 8, 2025 Completed: Dec 10, 2025
Business Days Used 31 / 4
0 4d budget +27d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0 / 4
Oct 8 → Oct 9 Ready for Scheduling ▶ Running 1 1 / 4
Oct 9 → Oct 9 Assigned ▶ Running 0 1 / 4
Oct 9 → Oct 9 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 9 → Oct 9 Ready for Scheduling ▶ Running 0 1 / 4
Oct 9 → Oct 30 Assigned ▶ Running 14 15 / 4
Oct 30 → Nov 12 Awaiting Parts - Customer ⏸ Paused 8 —
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 15 / 4
Nov 12 → Nov 12 Assigned ▶ Running 0 15 / 4
Nov 12 → Nov 20 Scheduled ▶ Running 6 21 / 4
Nov 20 → Nov 20 Tech On Site ▶ Running 0 21 / 4
Nov 20 → Nov 24 Awaiting Parts ⏸ Paused 2 —
Nov 24 → Nov 25 Ready for Scheduling ▶ Running 1 22 / 4
Nov 25 → Dec 4 Assigned ▶ Running 5 27 / 4
Dec 4 → Dec 4 Scheduled ▶ Running 0 27 / 4
Dec 4 → Dec 4 Entered ▶ Running 0 27 / 4
Dec 4 → Dec 4 Assigned ▶ Running 0 27 / 4
Dec 4 → Dec 10 Scheduled ▶ Running 4 31 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 31 / 4
Dispatch 0.0d
Material Management 11.6d
Coordinators 36.9d
Field Work 1.0d
Billing 0.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
11.6 days
Coordinators
36.9 days
Over SLA
Field Work
1.0 days
Billing
0.3 days
Created: Oct 8, 2025 Due: Dec 4, 2025 Completed: Dec 10, 2025 (5 days late)
📅
41.4 days Total Age
⏱️
15.0d in Assigned Longest Stage
🔄
20 transitions Status Changes
⚠️
31.8d 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 Darrell Hendrix — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 19, 2025
Visit 2 Nov 20, 2025
Visit 3 Dec 10, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534012
Midmark Service Request Dispatch Authorization - WO-00113474
Closed
Zone 1 WD Back not functioning ADDITIONAL NOTES The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 731398 S006-00909 1.00000 Ship Exchanged Open 731398 002-1749-00 1.00000 Return Exchange Open 731398 002-1749-00 -1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tim Murphy
Owner
Sherry Reich
Created
Oct 8, 2025
Work Orders from this Case (1)
WO-01308452 (current) Invoiced
Repair • Darrell Hendrix
Created: Oct 8, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 15.0 days stuck in "Assigned"
⏱️
Total Delay 31.8 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
3.5d / 1.0d SLA
Awaiting Parts - Customer
8.9d
Assigned
21.3d / 0.5d SLA
Scheduled
12.1d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Awaiting Parts
2.8d / 3.0d SLA
Closed
5.1d / 1.0d SLA
WO Correction Needed
0.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 NSuarez SRA for the date of service 11/20/2025 is missing please fill out SRA form.

12/4 KKelch scheduled per logged email from Tim

12/4 KKelch sent Tim an email for scheduling

12/3 KKelch sent Tim an email for scheduling

12/1 KKelch sent Tim an email for scheduling

11/24/25 SReich

Your shipment

1ZE444250346703439

1 of 2 Piece Shipment

Estimated delivery

Wednesday, November 26 between 10:45 A.M. - 2:45 P.M.

Order No: 739837 Customer PO No: SR1472262 Customer: Midmark No Charge Service Request NO: 1472262 Ship To Name: University of Kansas Hospital Ship To Address: 10740 Nall Ave Ste 300 Ship To City/State: Overland Park, KS 66211-1296 Waybill (Tracking #): 1ZE444250346703439 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 21-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1731-01 SERIAL #: DESCRIPTION: KIT, SCP TILT ACTUATOR LINE NO: 2.1 QTY: 1 ITEM: 002-1747-00 SERIAL #: DESCRIPTION: KIT, SCP POWER SUPPLY PCB LINE NO: 4.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259048597870 DESCRIPTION: ARS LABEL, ST RT 47 WEST


11/20 KKelch-FSE found additional on site contact Beth Geist at 913-207-5057 sgeist@kumc.edu

11/12 KKelch called Tim to schedule for 11/20 between 9 and 11 am. Customer confirmed. 

11/12/25 RCook- Found that tracking was received on 11/6/25 but was not added to WO. Case was closed. Added tracking to WO and placed into RFS. Updated due date.











Ship To Name: EMSAR Inc Ship To Address: 2218 W Sheridan St Ship To City/State: Olathe, KS 66061-6051 Waybill (Tracking #): 1ZE444250374285768 Carrier: UPS-Parcel-Ground



11/5/25 RCook- Per Midmark they can reship parts and will ship to technician. Provided technician address to ship parts. See logged email.


10/30/2025 LHill-Called (913) 220-5903 for Tim Murphy-He advised he still hasn't been able to locate the parts. He said he will reach out to Midmark and see if they can ship parts again.


10/29/25 RCook- Emailed Tim to discuss scheduling and if he was able to locate the parts. 


10/29/25 RCook- LM with Tim to discuss scheduling and if he was able to locate the parts. 


10/17 KKelch called Tim to schedule for 10/21 between 9 and 11 am. Provided tracking info, he will call me back when he can track down the part.

10/15 KKelch called Tim to schedule for 10/16 between 12 and 2 pm. He is going to track down the part and call me back for scheduling.

10/14/25 CDempsey- Waiting on response from customer.

10/13 KKelch called Tim to schedule for 10/15 between 12 and 2 pm. Left VM. 

10/9 KKelch called Tim to schedule for 10/14 between 9 and 11 am. Left VM. 

10/9/25 CDempsey- Tracking shows delivery scheduled for Monday EOD.

10/9/25 lcoonrod

Your shipment 1ZE444250374793950 Estimated delivery Monday, October 13 by 9:00 P.M. Order No: 731398 Customer PO No: SR1472262 Customer: Midmark No Charge Service Request NO: 1472262 Ship To Name: University of Kansas Hospital Ship To Address: 10740 Nall Ave Ste 300 Ship To City/State: Overland Park, KS 66211-1296 Waybill (Tracking #): 1ZE444250374793950 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 08-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1749-00 SERIAL #: DESCRIPTION: KIT, SCP MOTOR CONTROL HUB PCB LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259074847354 DESCRIPTION: ARS LABEL, ST RT 47 WEST


10/8/25 SReich - Left a vm, gave him the WO # and told him someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
11/20 I Darrell Hendrix arrived on l;location and meet with Beth Geist I was then escorted to the table. I then removed the upholstery from the unit. I then removed the old motor control hub bloated and installed new board part # 002-1749-00 X1 after following instruction of installation of board and calibration of the table the unit went up a little then threw a error code. I error was given was 04-07 I then check all connection to the board and also checked if fuses on the board are good and was. At this tome I contacted midmark and spoke to Brian we then went through some trouble shoot of the unit we were getting move ment from the foot and the back but still no tilt. We then flip flop the back back and the tilt and still was getting any movement. We then tried calibrating the table flip #4 dip switch and the button on th3 S3 and would not calibrate. We then checked the J13 and we were not getting 32 volts to the control board . I then put unit back together. Midmark is sending th two board and tilt motor out for replacement. Unit was back together and checked out with Beth Geist. 12/10/2024-replaced tilt actuator. had issues with removal specifically screws for the pin retainer. To
🔍 Technician Findings
Found table in out of order 12/10/2025-function tested and returned to service. Tom
⚠️ Problem Description
Zone 1 WD Back not functioning ADDITIONAL NOTES The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 731398 S006-00909 1.00000 Ship Exchanged Open 731398 002-1749-00 1.00000 Return Exchange Open 731398 002-1749-00 -1
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Oct 8, 1:52 PM
Case Number: 00534012
Subject: Midmark Service Request Dispatch Authorization - WO-00113474
Status: Closed
📋
▶
2 Work Order Created Oct 8, 4:46 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 9, 9:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 16h 13m, 0m
📅
Status: Ready for Scheduling by Leona Coonrod Oct 9, 9:38 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 33m
👷
▶
2 Technician Assigned Oct 9, 10:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 41m
⚠️ 6.0 business days
👷
Technician Assigned by Kaitlyn Kelch Oct 17, 10:06 AM
Technician: a0h6e00000II6mUAAT, Thomas J Langenberg Jr
🚨 10.0 business days
👤
Status: Awaiting Parts - Customer by Laura Hill Oct 30, 1:39 PM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 21d 3h
⚠️ 9.0 business days
📅
Status: Ready for Scheduling by Rhea Berry Nov 12, 9:35 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 12d 20h
👷
▶
2 Technician Assigned Nov 12, 9:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8m
👷
▶
3 Technician Assigned Nov 12, 12:04 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2h 21m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-20T15:00:00.000+0000
⚠️ 6.0 business days
⏱️
3x Labor Added Nov 19, 6:45 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 8, 356, 1
🔧
Status: Tech On Site by Darrell Hendrix Nov 20, 10:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 22h
🔩
▶
3 4x Parts Added Nov 20, 12:52 PM
4x Parts Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085615
Status: Closed
📦
Status: Awaiting Parts by Darrell Hendrix
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 41m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Nov 24, 8:42 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 19h
⏳ 2.0 business days
👷
▶
2 Status: Assigned Nov 25, 9:00 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Thomas J Langenberg Jr
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 9:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-10T18:00:00.000+0000
🆕
▶
3 Status: Entered Dec 4, 4:07 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000II6mUAAT, Thomas J Langenberg Jr
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-10T18:00:00.000+0000
⏳ 5.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Dec 10, 9:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 17h
⏱️
▶
2 6x Labor Added Dec 10, 2:53 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 13m, 0m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Dec 15, 11:16 AM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 20h
🏁
Status: Closed by Darrell Hendrix Dec 15, 1:52 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 34m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Dec 16, 3:06 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created
Invoice Number: SM-249204

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Assigned
Duration: 15.0 business days (threshold: 4.0 business hours)
Exceeded by 14.5 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours

🔗 Related Artifacts

📞
Case 00534012
Closed
📦
Parts Order 00085615
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Dec 10, 1:00 PM
Created
Oct 8, 4:46 PM
Invoice #
SM-249204

Work Details (13)

Name Type Status Qty Amount Date
WL-03013744 Labor Open 8 $0.00 Nov 19, 6:45 PM
WL-03013745 Travel Open 356 $0.00 Nov 19, 6:45 PM
WL-03013746 Expenses Open 1 $0.00 Nov 19, 6:45 PM
WL-03014724 Parts Open 1 $0.00 Nov 20, 12:52 PM
WL-03014725 Labor Open 0.5 $0.00 Nov 20, 12:52 PM
WL-03014726 Labor Open 2.5 $275.00 Nov 20, 12:52 PM
WL-03014727 Travel Open 8 $110.00 Nov 20, 12:52 PM
WL-03033079 Labor Open 0.18333333333333 $0.00 Dec 10, 2:53 PM
WL-03033080 Labor Open 0.56666666666667 $82.50 Dec 10, 2:53 PM
WL-03033081 Labor Open 3.75 $412.50 Dec 10, 2:53 PM
WL-03033082 Labor Open 0.61666666666667 $0.00 Dec 10, 2:53 PM
WL-03033083 Travel Open 2 $110.00 Dec 10, 2:53 PM
WL-03033084 Travel Open 15 $0.00 Dec 10, 2:53 PM

Details