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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310821 ↗ ServiceMax

MIDMARK • Repair • P4

📍 UPMC — 100 Delafield Rd, Ste 312, Pittsburgh PA, 15215

Oct 22, 2025 → Oct 28, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 28, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 28, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 24, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Oct 22, 2025 Completed: Oct 28, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0 / 4
Oct 22 → Oct 24 Ready for Scheduling ▶ Running 2 2 / 4
Oct 24 → Oct 27 Assigned ▶ Running 1 3 / 4
Oct 27 → Oct 28 Scheduled ▶ Running 1 4 / 4
Dispatch 0.0d
Coordinators 6.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.7 days
Over SLA
Billing
0.0 days
Created: Oct 22, 2025 Due: Oct 28, 2025 Completed: Oct 28, 2025 (on time)
📅
4.7 days Total Age
⏱️
2.7d in Ready for Scheduling Longest Stage
🔄
6 transitions Status Changes
⚠️
3.7d over Total Delay
📦
0 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 #00537470
Midmark Service Request Dispatch Authorization - WO-00118593
Closed
Travel Zone 2 Customer Down? Yes Mobile Dispatch Type Repair Email cuncelmanea@upmc.edu PROBLEM SUMMARY WD / base making high pitched noise when ran ADDITIONAL NOTES Secondary Contact: Renee Jones – 412-781-6448 - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2784323 Item 225-003 ITEM DESCRIPTION 225-003 RITTER BARRIER-FREE EXAM CHAIR,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elizabeth Cuncelman
Owner
Leona Coonrod
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310821 (current) Invoiced
Repair • Brandon Green
Created: Oct 22, 2025 • Closed: Oct 28, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 2.7 days stuck in "Ready for Scheduling"
⏱️
Total Delay 3.7 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
2.7d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Closed
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/27/2025 CRamen spoke with Elizabeth 412-784-7747 and scheduled for Tuesday 10/28/2025 with tech arrival between 11-1


10/27/2025 CRamen called 3 times and get a busy signal. Logged email requesting Tuesday 10/28/2025 with an arrival window between 11am-1pm. 


10/24/2025 CRamen left a vm for Elizabeth to return call to schedule for Tuesday 10/28/2025 between 8-10am


10/24/2025jsells

Hello, EMSAR,


I was contacted by the customer, and they would like to get this scheduled. If you could give them a call at your earliest convenience, that would be wonderful!


POC - Elizabeth Cuncelman (412)7847747 or Secondary Contact: Renee Jones – 412-781-6448

10/24/2025 LHill-sent chatter to @[Charles Ramen]​ iI have assigned this to Brandon Green. I will let you schedule with the customer.


10/24/2025 LHill-sent chatter to @[Allison Belyea]​ Can you please update Elizabeth's phone number to 401-784-7747 on the location page.


10/24/2025 LHill-i updated the ph number on the WO to 401-784-7747 for Elizabeth.


10/24/2025 LHill-rec'd VM "Hi, Laura, this is Jodie at Midmar Corporation. I am calling regarding service request 1479850 and a guy named Tim called me and he was calling because their point of contacts have not been contacted regarding scheduling for in the contact, the point of contact would be Elizabeth at 401 7847747. If you could give them a call to get this scheduled as soon as possible, that would be great. Thank you and have a good day. Bye."


10/22/25 lcoonrod

Advised Elizabeth of the WO # and that someone will be contacting her to set up the appt

🔧 Work Performed
repair completed as below lubed all pivot points tested unit unit working as intended and placed back into service
🔍 Technician Findings
unit squealing while going up and down
⚠️ Problem Description
Travel Zone 2 Customer Down? Yes Mobile Dispatch Type Repair Email cuncelmanea@upmc.edu PROBLEM SUMMARY WD / base making high pitched noise when ran ADDITIONAL NOTES Secondary Contact: Renee Jones – 412-781-6448 - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2784323 Item 225-003 ITEM DESCRIPTION 225-003 RITTER BARRIER-FREE EXAM CHAIR,ROLLERS,DRAWER HEATER,PELVIC TILT,TAMPER-RESISTANT HOSPITAL-GRADE RECEPTACLES-BASE ONLY PCR CODES Problem Cause Resolution Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number
📄 Description
225-003

Timeline

📞
Case Linked Oct 22, 12:53 PM
Case Number: 00537470
Subject: Midmark Service Request Dispatch Authorization - WO-00118593
Status: Closed
📋
▶
2 Work Order Created Oct 22, 2:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Oct 24, 10:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 20h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 10:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-28T16:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Oct 28, 4:11 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 6h, 0m
📄
▶
2 Status: Ready to Bill Oct 29, 3:48 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.0 business days
🧾
Invoice Created Nov 4, 2:35 PM
Invoice Number: SM-245082

Bottlenecks

Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00537470
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Brandon Green
Scheduled
Oct 28, 12:00 PM
Created
Oct 22, 2:15 PM
Invoice #
SM-245082

Work Details (5)

Name Type Status Qty Amount Date
WL-02986782 Labor Open 1.5 $0.00 Oct 28, 4:11 PM
WL-02986783 Labor Open 0.5 $55.00 Oct 28, 4:11 PM
WL-02986784 Labor Open 1.5 $0.00 Oct 28, 4:11 PM
WL-02986785 Travel Open 60 $110.00 Oct 28, 4:11 PM
WL-02986786 Travel Open 75 $0.00 Oct 28, 4:11 PM

Details