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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308919 ↗ ServiceMax

MIDMARK • Repair • P4

📍 BJC Healthcare — 1101 W Liberty St,, FARMINGTON, MO, 63640

Oct 10, 2025 → Dec 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 17, 2025
✗ SLA Missed (34 biz days late)
Active: 38 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ 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 15, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
14d
▶ Clock Running
Status: Scheduled
Oct 15 → Nov 4, 2025
14 business days (counted)
Running total: 16 of 4 biz days used
14d
▶ Clock Running
Status: Reschedule
Nov 4 → Nov 25, 2025
14 business days (counted)
Running total: 30 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 2, 2025
3 business days (counted)
Running total: 33 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 33 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 34 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 3 → Dec 4, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 35 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 35 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 10, 2025
3 business days (counted)
Running total: 38 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 38 of 4 biz days used
Created: Oct 10, 2025 Completed: Dec 10, 2025
Business Days Used 38 / 4
0 4d budget +34d over
Show SLA Clock Detail (13 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 15 Assigned ▶ Running 2 2 / 4
Oct 15 → Nov 4 Scheduled ▶ Running 14 16 / 4
Nov 4 → Nov 25 Reschedule ▶ Running 14 30 / 4
Nov 25 → Dec 2 Scheduled ▶ Running 3 33 / 4
Dec 2 → Dec 2 Tech On Site ▶ Running 0 33 / 4
Dec 2 → Dec 3 Tech Off Site ▶ Running 1 34 / 4
Dec 3 → Dec 4 Awaiting Parts - Customer ⏸ Paused 1 —
Dec 4 → Dec 5 Ready for Scheduling ▶ Running 1 35 / 4
Dec 5 → Dec 5 Assigned ▶ Running 0 35 / 4
Dec 5 → Dec 10 Scheduled ▶ Running 3 38 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 38 / 4
Dispatch 0.0d
Material Management 1.5d
Coordinators 41.3d
Field Work 2.3d
Billing 8.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
41.3 days
Over SLA
Field Work
2.3 days
Billing
8.2 days
Created: Oct 10, 2025 Due: Dec 11, 2025 Completed: Dec 10, 2025 (1 days early)
📅
39.3 days Total Age
⏱️
15.0d in Scheduled Longest Stage
🔄
21 transitions Status Changes
⚠️
40.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kevin Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 2, 2025
Visit 2 Dec 10, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534650
Midmark Service Request Dispatch Authorization - WO-00114659
Closed
Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD Leaking fluid out of back ADDITIONAL NOTES Located at Ste 4050B, Room 8. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you
Priority
Standard
Origin
Email
Reason
New Case
Contact
Branden Pletscher
Owner
Kimberly Hardison
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308919 (current) Invoiced
Repair • Kevin Cox
Created: Oct 10, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 15.0 days stuck in "Scheduled"
⏱️
Total Delay 40.6 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
1.7d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
23.0d / 2.0d SLA
Reschedule
14.7d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
1.4d / 2.0d SLA
Awaiting Parts - Customer
1.5d
Closed
13.1d / 1.0d SLA
WO Correction Needed
8.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5/25 CDempsey- called Kevin, no answer. Scheduling meeting with FOM for tomorrow.

1/5/26 CDempsey- reaching out to Kevin about correction.

12/30 NSuarez SRA are both missing PCR Codes Problem change, Cause change, and Resolution change.

12/19/25 CDempsey- Contacting Kevin about correction.

12/19 NSuarez SRA Is missing the full date of service please fill it out on PG 1 and 3 SRA_WO_00114659_ver112(1)123.pdf

12/16/25 CDempsey- Contacting Kevin about correction needed.

12/15 NSuarez SRA for 12/2/2025 is missing.

12/5 KKelch called Branden to schedule for 12/9 between 12 and 2 pm. Customer confirmed. 

12/4/25 SReich

Your shipment

1ZE444250372001102

Estimated delivery

Tomorrow, December 05 between 9:00 A.M. - 11:00 A.M.

Order No: 741574 Customer PO No: SR1473512 Customer: Midmark No Charge Service Request NO: 1473512 Ship To Name: BJC Healthcare Ship To Address: 1101 W Liberty St Ship To City/State: FARMINGTON, MO 63640 Waybill (Tracking #): 1ZE444250372001102 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 03-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1072-01 SERIAL #: DESCRIPTION: KIT, BACK ACT. WITH MOTOR


12/3 KKelch- per FSE, additional parts have been ordered. Placed in Awaiting Parts-Customer

12/3/25 CDempsey- contacted Kevin again about this Past Scheduled wo.

11/25 KKelch called Branden to schedule for tomorrow between 12 and 2 pm. Customer confirmed. Please call Brittany Walker at 517-218-4102

11/20 KKelch called Branden to schedule for 11/26 between 9 and 11 am. Left VM.

11/20/2025 Sramen - sent teams message to sup asking for an update. CDempsey replies "Kevin never made it there so thinking it just needs to be scheduled again with customer. Possibly issue resolved based on not having customer nor Midmark screaming at us all this time." ASC will call customer to find out if they still need service or not.

11/13/25 CDempsey- asking Kevin about wo.

11/10 KKelch sent chatter to FSE/SUP/FOM to confirm how to proceed on this WO

11/3/25 CDempsey- Calling Kevin about this wo.

10/24/25 CDempsey- contacted Kevin about this past scheduled wo.

10/23/25 CDempsey- Contacted tech about past scheduled wo.

10/20 KKelch called Branden to reschedule for 10/23 between 9 and 11 am. Unable to leave VM.

10/15 KKelch called Branden to schedule for 10/20 between 12 and 2 pm. Customer confirmed. 

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

10/13 KKelch called Branden to schedule for tomorrow between 9 and 11 am. Unable to leave VM, sent email. 

10/10 KHardison, Call went to a vm that hasn't been set up. Sent email to Branden regarding WO

🔧 Work Performed
Performed evaluation and found that the back rest cylinder is leaking. Spoke with Midmark and they are sending parts.12/10/2025 replaced the back rest actuator and perform functions test unit is working properly
🔍 Technician Findings
Found that the back rest, hydraulic cylinder is leaking
⚠️ Problem Description
Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD Leaking fluid out of back ADDITIONAL NOTES Located at Ste 4050B, Room 8. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you
📄 Description
Midmark 647 (Series) Barrier-Free® Podiatry Procedures Chair

Timeline

📞
Case Linked Oct 10, 1:38 PM
Case Number: 00534650
Subject: Midmark Service Request Dispatch Authorization - WO-00114659
Status: Closed
📋
▶
2 Work Order Created Oct 10, 5:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
⏳ 0.8 business days
👷
▶
2 Technician Assigned Oct 13, 9:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 15, 11:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-20T17:00:00.000+0000
🚨 15.0 business days
🔄
Status: Reschedule by Craig Dempsey Nov 4, 1:38 PM
From: Scheduled
To: Reschedule
Duration in Previous: 20d 3h
🚨 15.0 business days
🗓️
▶
2 Status: Scheduled Nov 25, 10:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-26T18:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 26, 10:18 AM
Scheduled For: 2025-12-02T18:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 2, 2:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
🚗
▶
2 Status: Tech Off Site Dec 2, 3:29 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.8333333333333, 1.25
⏱️
Labor Added Dec 2, 5:35 PM
Type: Labor
Status: Open
Qty: 1.75
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Dec 3, 3:07 PM
From: Tech Off Site
To: Awaiting Parts - Customer
Duration in Previous: 23h 37m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Dec 4, 3:54 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
4 Technician Assigned Dec 5, 9:23 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 29m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T18:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 9, 3:43 PM
Scheduled For: 2025-12-10T18:00:00.000+0000
🔧
Status: Tech On Site by Kevin Cox Dec 10, 12:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
⏱️
▶
3 2x Labor Added Dec 10, 6:03 PM
2x Labor Added → Labor Added → 4x Travel Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
🚗
4x Travel Added
Type: Travel
Status: Open
Qty: 72
✔️
Status: Completed by Kevin Cox Dec 10, 6:09 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 39m, 0m
⏳ 3.7 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 15, 2:49 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 20h
⏳ 3.0 business days
🏁
Status: Closed by Kevin Cox Dec 17, 2:42 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 23h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 19, 1:19 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 22h
🏁
Status: Closed by Kevin Cox Dec 19, 6:29 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 5h 10m
⚠️ 6.7 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 30, 9:46 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 10d 15h
⚠️ 5.0 business days
🏁
Status: Closed by Kevin Cox Jan 6, 4:06 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 7d 6h
📄
▶
3 Status: Ready to Bill Jan 7, 9:26 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-250641

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Reschedule
Duration: 14.7 business days (threshold: 2.0 business days)
Exceeded by 12.7 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 6.1 business days (threshold: 1.0 business days)
Exceeded by 5.1 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours

🔗 Related Artifacts

📞
Case 00534650
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Dec 10, 1:00 PM
Created
Oct 10, 5:37 PM
Invoice #
SM-250641

Work Details (10)

Name Type Status Qty Amount Date
WL-03023784 Labor Open 1.8333333333333 $0.00 Dec 2, 3:32 PM
WL-03023785 Labor Open 1.25 $137.50 Dec 2, 3:32 PM
WL-03024004 Labor Open 1.75 $0.00 Dec 2, 5:35 PM
WL-03033394 Labor Open 1.3333333333333 $0.00 Dec 10, 6:03 PM
WL-03033395 Labor Open 2.75 $302.50 Dec 10, 6:03 PM
WL-03033398 Labor Open 1.5 $0.00 Dec 10, 6:05 PM
WL-03033409 Travel Open 72 $0.00 Dec 10, 6:07 PM
WL-03033410 Travel Open 72 $0.00 Dec 10, 6:07 PM
WL-03033411 Travel Open 72 $110.00 Dec 10, 6:07 PM
WL-03033412 Travel Open 72 $110.00 Dec 10, 6:07 PM

Details