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← WO Overview

WO-01308767 ↗ ServiceMax

MIDMARK • Repair • P4

📍 PeaceHealth — 1200 Hilyard St, EUGENE OR, 97401-8110

Oct 10, 2025 → Nov 12, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 17, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 14 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Oct 15 → Nov 4, 2025
14 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 7, 2025
3 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 12, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Oct 10, 2025 Completed: Nov 12, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0 / 4
Oct 10 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 4
Oct 13 → Oct 14 Assigned ▶ Running 1 1 / 4
Oct 14 → Oct 15 Scheduled ▶ Running 1 2 / 4
Oct 15 → Oct 15 Tech On Site ▶ Running 0 2 / 4
Oct 15 → Nov 4 Awaiting Parts ⏸ Paused 14 —
Nov 4 → Nov 7 Ready for Scheduling ▶ Running 3 5 / 4
Nov 7 → Nov 12 Scheduled ▶ Running 2 7 / 4
Nov 12 → Nov 12 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 14.5d
Coordinators 10.5d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
14.5 days
Over SLA
Coordinators
10.5 days
Over SLA
Field Work
1.5 days
Billing
0.0 days
Created: Oct 10, 2025 Due: Nov 13, 2025 Completed: Nov 13, 2025 (on time)
📅
22.5 days Total Age
⏱️
14.5d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
17.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Jason Morris — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 15, 2025
Visit 2 Nov 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534320
Midmark Service Request Dispatch Authorization - WO-00114006
Closed
Zone 2 NWD Base no function 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. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matt Parsons
Owner
Jessica Sells
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308767 (current) Invoiced
Repair • Jason Morris
Created: Oct 10, 2025 • Closed: Nov 12, 2025
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 14.5 days stuck in "Awaiting Parts"
⏱️
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
5.0d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Awaiting Parts
14.5d / 3.0d SLA
Completed
0.9d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-7 Mburris email from POC

11-7 Mburris email sent to POC

11-7 Mburris

1ZE444250374478916

Estimated delivery

Monday, November 10 between 9:00 A.M. - 12:00 P.M



11/7/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250374478916

The status of your package has changed.


Rescheduled Delivery Date: Monday, 11/10/2025

11/04/2025 JRolston - Per UPS, ETA on wb 1ZE444250374478916 is Friday, 11/7. Updated work order accordingly.



11/03/2025 ABelyea - email from Midmark that customer approved part and would like another service visit. We can use the same SR since this is still open.

"The customer has approved an added part for this repair. SO – 736328. EMSAR will be emailed the tracking once the part ships. Please reach out to the customer to schedule once the part arrives"

10/23/2025jsells

Hello, EMSAR,


Please close this SR and submit invoice to Midmark for work completed to date. Thanks!

10-14 Mburris email from POC to set

10-13 Mburris email sent to POC

🔧 Work Performed
11-12 JM: Replaced main board. Tested all functions. 10-15 JM: Checked incoming voltage. Checked all fuses. Checked voltage at base/back connectors. Checked resistance of foot pedal functions - good. MB is bad, submitted request through Midmark for new MB.
🔍 Technician Findings
10-15 JM: Board not allowing for foot pedal functions.
⚠️ Problem Description
Zone 2 NWD Base no function 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. 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 9, 1:00 PM
Case Number: 00534320
Subject: Midmark Service Request Dispatch Authorization - WO-00114006
Status: Closed
📋
▶
2 Work Order Created Oct 10, 9:13 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 1.0 business days
👷
▶
2 Technician Assigned Oct 13, 6:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 9h
📅
▶
2 Dispatch Scheduled Oct 14, 12:04 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 17h 25m
⏳ 2.0 business days
🔧
Status: Tech On Site by Jason Morris Oct 15, 2:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
▶
3 2x Labor Added Oct 15, 4:15 PM
2x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083648
Status: Closed
📦
Status: Awaiting Parts by Jason Morris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 9m
⏱️
3x Labor Added Oct 16, 12:39 AM
Type: Labor, Travel
Status: Open
Qty: 2.5, 69
🚨 14.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 4, 8:37 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 19d 17h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Nov 7, 2:53 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 6h
⏳ 3.0 business days
🔧
Status: Tech On Site by Jason Morris Nov 12, 1:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
4x Labor Added Nov 12, 3:56 PM
Type: Labor, Travel
Status: Open
Qty: 3.75, 1.25, 78, 69
✔️
Status: Completed by Jason Morris Nov 12, 4:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 59m
⏱️
▶
2 Labor Added Nov 12, 11:07 PM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 7h 4m
⏳ 3.1 business days
📄
▶
2 Status: Ready to Bill Nov 17, 5:02 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.9 business days
🧾
Invoice Created Nov 18, 7:07 PM
Invoice Number: SM-246806

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Awaiting Parts
Duration: 14.5 business days (threshold: 3.0 business days)
Exceeded by 11.5 business days
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.1 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00534320
Closed
📦
Parts Order 00083648
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Nov 12, 12:00 PM
Created
Oct 10, 9:13 AM
Invoice #
SM-246806

Work Details (10)

Name Type Status Qty Amount Date
WL-02971803 Labor Open 2.25 $0.00 Oct 15, 4:15 PM
WL-02971804 Labor Open 1.5 $165.00 Oct 15, 4:15 PM
WL-02972763 Labor Open 2.5 $0.00 Oct 16, 12:39 AM
WL-02972764 Travel Open 69 $110.00 Oct 16, 12:39 AM
WL-02972765 Travel Open 69 $0.00 Oct 16, 12:39 AM
WL-03004948 Labor Open 3.75 $0.00 Nov 12, 3:56 PM
WL-03004949 Labor Open 1.25 $137.50 Nov 12, 3:56 PM
WL-03004950 Travel Open 78 $110.00 Nov 12, 3:56 PM
WL-03004951 Travel Open 69 $0.00 Nov 12, 3:56 PM
WL-03005663 Labor Open 2.25 $0.00 Nov 12, 11:07 PM

Details