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← WO Overview

WO-01308987 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Carroll Total Healthcare PC — 410 Peachtree Pkwy, Cumming GA, 30041

Oct 13, 2025 → Oct 20, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 17, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 21, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 13 → Oct 13, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 21, 2025
4 business days (counted)
Running total: 6 of 4 biz days used
Created: Oct 13, 2025 Completed: Oct 21, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0 / 4
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 4
Oct 13 → Oct 13 Assigned ▶ Running 0 0 / 4
Oct 13 → Oct 13 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 13 → Oct 14 Ready for Scheduling ▶ Running 1 1 / 4
Oct 14 → Oct 15 Assigned ▶ Running 1 2 / 4
Oct 15 → Oct 21 Scheduled ▶ Running 4 6 / 4
Coordinators 7.2d
Billing 0.0d
✗ SLA Missed
Coordinators
7.2 days
Over SLA
Billing
0.0 days
Created: Oct 13, 2025 Due: Oct 21, 2025 Completed: Oct 21, 2025 (on time)
📅
5.3 days Total Age
⏱️
4.3d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534721
Midmark Service Request Dispatch Authorization - WO-00114696
Closed
Zone 1 Dispatch Type Repair Email rhonda.cole@carrollthc.com PROBLEM SUMMARY MGIV Wireless control issues ADDITIONAL NOTES tech will need 50 lb weights in case calibration is needed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 732004 002-10369-00 1.00000 Ship Exchanged Open 732004 002-10050-03 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ronda Cole
Owner
Kimberly Hardison
Created
Oct 10, 2025
Work Orders from this Case (6)
WO-01308984 Invoiced
Repair • Henry Holmes
Created: Oct 13, 2025 • Closed: Oct 20, 2025
WO-01308986 Invoiced
Repair • Henry Holmes
Created: Oct 13, 2025 • Closed: Oct 20, 2025
WO-01308987 (current) Invoiced
Repair • Henry Holmes
Created: Oct 13, 2025 • Closed: Oct 20, 2025
WO-01308988 Invoiced
Repair • Henry Holmes
Created: Oct 13, 2025 • Closed: Oct 20, 2025
WO-01308989 Invoiced
Repair • Henry Holmes
Created: Oct 13, 2025 • Closed: Oct 20, 2025
WO-01308991 Invoiced
Repair • Henry Holmes
Created: Oct 13, 2025 • Closed: Oct 20, 2025
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 4.3 days stuck in "Scheduled"
⏱️
Total Delay 4.7 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
1.0d / 1.0d SLA
Awaiting Parts - Customer
0.0d
Assigned
1.9d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/15/25 RCook- Received confirmation from Rhonda Cole to schedule for 10/20/25 with an arrival time between 8-10AM. Asked Rhonda if there will be a designated area for the parts when the tech arrives. See logged email on WO-01308984


10/15/25 RCook- Emailed Rhonda Cole to schedule for 10/20/25. Arrival time between 8-10AM. Waiting for confirmation. See logged email on WO-01308984. 10/15/25 RCook- LM with site to schedule. See logged call on WO-01308984 10/14/2025 LHill-Called (678) 341-9881 for Ronda Cole. Left message letting her know that once tech is in the room that it could take 30-45 mins per chair. Advised her to call back so we can get this scheduled. 10/13/25 KHardison- Spoke to Hailey regarding WO. Advised that a coordinator will call for scheduling once shipping is confirmed for parts.

🔧 Work Performed
Replaced Wired Scale Control Kit and Foot Control Kit, Calibrated unit, tested unit, and returned to service
🔍 Technician Findings
product has no functions
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email rhonda.cole@carrollthc.com PROBLEM SUMMARY MGIV Wireless control issues ADDITIONAL NOTES tech will need 50 lb weights in case calibration is needed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 732004 002-10369-00 1.00000 Ship Exchanged Open 732004 002-10050-03 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Oct 10, 3:57 PM
Case Number: 00534721
Subject: Midmark Service Request Dispatch Authorization - WO-00114696
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Oct 13, 10:06 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Status: Assigned Oct 13, 11:40 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Laura Hill
Technician: Henry Holmes
📅
Status: Ready for Scheduling by Jessica Sells Oct 13, 4:36 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4h 55m
👷
▶
2 Technician Assigned Oct 14, 12:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 47m
🗓️
▶
2 Status: Scheduled Oct 15, 11:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-20T13:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 Labor Added Oct 20, 10:04 PM
Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 10h, 0m
⏳ 2.2 business days
📄
▶
2 Status: Ready to Bill Oct 22, 2:11 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Nancy Suarez Oct 22, 2:17 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:21 PM
Invoice Number: SM-244381

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00534721
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Oct 20, 9:00 AM
Created
Oct 13, 10:06 AM
Invoice #
SM-244381

Work Details (1)

Name Type Status Qty Amount Date
WL-02977848 Labor Open 1 $110.00 Oct 20, 10:04 PM

Details