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WO-01310207 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center Charlotte — 3506 W Tyvola Rd, Charlotte NC, 28208

Oct 17, 2025 → Oct 30, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 23, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 17 → Oct 20, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 20 → Oct 20, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 22, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 24, 2025
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Incomplete
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 24 → Oct 24, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 30, 2025
2 business days (counted)
Running total: 9 of 4 biz days used
Created: Oct 17, 2025 Completed: Oct 30, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Oct 17 → Oct 17 Created ▶ Running 0 0 / 4
Oct 17 → Oct 20 Ready for Scheduling ▶ Running 1 1 / 4
Oct 20 → Oct 20 Assigned ▶ Running 0 1 / 4
Oct 20 → Oct 20 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 20 → Oct 22 Ready for Scheduling ▶ Running 2 3 / 4
Oct 22 → Oct 22 Assigned ▶ Running 0 3 / 4
Oct 22 → Oct 24 Scheduled ▶ Running 2 5 / 4
Oct 24 → Oct 24 Incomplete ▶ Running 0 5 / 4
Oct 24 → Oct 24 Awaiting Parts ⏸ Paused 0 —
Oct 24 → Oct 27 Ready for Scheduling ▶ Running 1 6 / 4
Oct 27 → Oct 28 Assigned ▶ Running 1 7 / 4
Oct 28 → Oct 30 Scheduled ▶ Running 2 9 / 4
Dispatch 0.0d
Material Management 0.9d
Coordinators 12.8d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.9 days
Coordinators
12.8 days
Over SLA
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Oct 17, 2025 Due: Oct 31, 2025 Completed: Oct 30, 2025 (1 days early)
📅
9.5 days Total Age
⏱️
3.3d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
7.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532578
Midmark Service Request Dispatch Authorization - WO-00111447
Closed
Travel Zone 2 PROBLEM SUMMARY WD Scale timing out/numerous other serials ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2851127 Item 626-003 ITEM DESCRIPTION 626-003 MIDMARK BARRIER-FREE EXAM CHAIR,SCALE,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution SCALE SYSTEM NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stanley White
Owner
Shelby Robinson
Created
Oct 2, 2025
Work Orders from this Case (14)
WO-01307582 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307583 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307584 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307585 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307586 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307587 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307589 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307590 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307591 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307593 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307594 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307595 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01307596 Invoiced
Repair • Todd Fogiel
Created: Oct 2, 2025 • Closed: Oct 30, 2025
WO-01310207 (current) Invoiced
Repair • Todd Fogiel
Created: Oct 17, 2025 • Closed: Oct 30, 2025
Completed with minor delays
Invoiced • 138 days old
🚨
Primary Delay 3.3 days stuck in "Closed"
⏱️
Total Delay 7.6 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
6.0d / 1.0d SLA
Awaiting Parts - Customer
0.3d
Scheduled
5.3d / 2.0d SLA
Incomplete
1.0d
Awaiting Parts
0.6d / 3.0d SLA
Assigned
1.6d / 0.5d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28 MOwens Amber replied back that Wed. 10/29 will work to schedule return trip.

10/27 MOwens Called and left a vm for Amber about scheduling for Wed. 10/29 after the parts arrived on 10/28. Sent email also.

10/20/2025 SRobinson- Order No: 733273


Customer PO No: SR1467180


Customer: Midmark No Charge


Service Request NO: 1467180


Ship To Name: VA Medical Center


Ship To Address: 3506 W Tyvola Rd    


Ship To City/State: Charlotte, NC 28208-7201


Waybill (Tracking #): 1ZE444250375319998


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 20-OCT-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10049-02 SERIAL #: DESCRIPTION: KIT, HAND CONTROL ASS'Y, SCALE, WIRELESS

10/20/2025 LHill-was able to get this one assigned and put in awaiting parts-customer.


10/17/2025 LHill-could not get this one assigned through the dispatch console (will try again on Monday). Once parts ship this needs to be scheduled with WO-01307582 and the other child WO's.

🔧 Work Performed
Went to install new wireless hand control Customer informed me it should have been a wired hand control Worked with Midmark to order correct hand control
🔍 Technician Findings
Unit located
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD Scale timing out/numerous other serials ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2851127 Item 626-003 ITEM DESCRIPTION 626-003 MIDMARK BARRIER-FREE EXAM CHAIR,SCALE,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution SCALE SYSTEM NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Oct 2, 3:55 PM
Case Number: 00532578
Subject: Midmark Service Request Dispatch Authorization - WO-00111447
Status: Closed
🚨 11.0 business days
📋
▶
2 Work Order Created Oct 17, 3:51 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 20, 10:26 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2d 18h, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Oct 20, 12:30 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2h 3m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Oct 22, 8:24 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 19h, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-23T13:00:00.000+0000
⏳ 2.0 business days
🚗
▶
2 3x Travel Added Oct 23, 10:09 PM
3x Travel Added → Status: Incomplete
⚠️
Status: Incomplete by Todd Fogiel
From: Scheduled
To: Incomplete
Duration in Previous: 1d 13h
📦
▶
2 Parts Requested Oct 24, 10:46 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Incomplete
To: Awaiting Parts
Duration in Previous: 12h 36m
📅
Status: Ready for Scheduling by Jessica Sells Oct 24, 3:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4h 56m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 27, 3:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 23h
🗓️
▶
2 Status: Scheduled Oct 28, 9:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-29T14:00:00.000+0000
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Oct 30, 5:17 PM
2x Parts Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 8h, 0m
⏳ 3.8 business days
📄
▶
3 Status: Ready to Bill Nov 4, 10:52 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Nov 6, 12:42 PM
Invoice Number: SM-245553

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.2 business hours
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
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
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00532578
Closed
📦
Parts Order 00084102
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Oct 29, 10:00 AM
Created
Oct 17, 3:51 PM
Invoice #
SM-245553

Work Details (5)

Name Type Status Qty Amount Date
WL-02982499 Travel Open 100 $0.00 Oct 23, 10:09 PM
WL-02982500 Labor Open 0.75 $82.50 Oct 23, 10:09 PM
WL-02982501 Labor Open 2 $0.00 Oct 23, 10:09 PM
WL-02990362 Parts Open 1 $0.00 Oct 30, 5:17 PM
WL-02990363 Expenses Open 1 $0.00 Oct 30, 5:17 PM

Details