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WO-01311212 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Vanderbilt Health — 2153 26th Ave N, Nashville TN, 37208-1314

Oct 24, 2025 → Nov 5, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 30, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 24 → Oct 30, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 5, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 24, 2025 Completed: Nov 5, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 24 → Oct 24 Created ▶ Running 0 0 / 4
Oct 24 → Oct 24 Ready for Scheduling ▶ Running 0 0 / 4
Oct 24 → Oct 24 Assigned ▶ Running 0 0 / 4
Oct 24 → Oct 30 Awaiting Parts - Customer ⏸ Paused 4 —
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0 / 4
Oct 30 → Oct 30 Assigned ▶ Running 0 0 / 4
Oct 30 → Nov 5 Scheduled ▶ Running 4 4 / 4
Dispatch 0.0d
Material Management 4.8d
Coordinators 5.2d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.8 days
Coordinators
5.2 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Oct 24, 2025 Due: Nov 6, 2025 Completed: Nov 6, 2025 (on time)
📅
9.6 days Total Age
⏱️
4.8d in Awaiting Parts - Customer Longest Stage
🔄
9 transitions Status Changes
⚠️
5.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538049
Midmark Service Request Dispatch Authorization - WO-00119676
Closed
Zone 1 WD Won't raise and hand paddle broken ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! No SN provided Item: 6XXX-XXX-002*2582678 Item Description: .6212-001.RBWS.SCML.Dune - 794 Ship Exchanged Open 734643 002-10507-01 1.00000 Ship Exchanged Open 734643 002-10382-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jade McClure
Owner
Sherry Reich
Created
Oct 24, 2025
Work Orders from this Case (1)
WO-01311212 (current) Invoiced
Repair • James Duff
Created: Oct 24, 2025 • Closed: Nov 5, 2025
Completed with minor delays
Invoiced • 131 days old
🚨
Primary Delay 4.8 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 5.1 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
0.5d / 1.0d SLA
Awaiting Parts - Customer
4.8d
Assigned
0.1d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/30 MOwens Called and spoke to Jade McClure. Told her the parts should arrive on Mon. 11/3. She will send email confirmation once she has received the parts. Scheduling the visit for Wed 11/5 based on arrival of the parts. No special requirements are needed for the tech to go onsite for this repair visit.


10/30/2025jsells

Ship To Name: Vanderbilt Health Ship To Address: 2153 26th Ave N Ship To City/State: Nashville, TN 37208-1314 Waybill (Tracking #): 1ZE444250346732194 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10507-01 SERIAL #: DESCRIPTION: COLUMN REPLACEMENT KIT (LOW WEIGHT) LINE NO: 2.1 QTY: 1 ITEM: 002-10382-00 SERIAL #: DESCRIPTION: HAND ACTUATOR REPLACEMENT KIT


10/24/25 SReich - Left a vm, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
11/05/2025 - JWD Located Midmark table and completed the repair of removing the base and replacing due to bad hydraulic. Part # 002-10507-01 and replaced broken handheld actuator part# 002-10382-00. Notified POC that repair. Is complete and unit placed back in service.
🔍 Technician Findings
11/05/2025 - JWD Locate Midmark table and complete an evaluation of why the base isn't going up and down. Notify the POC of the issue.
⚠️ Problem Description
Zone 1 WD Won't raise and hand paddle broken ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! No SN provided Item: 6XXX-XXX-002*2582678 Item Description: .6212-001.RBWS.SCML.Dune - 794 Ship Exchanged Open 734643 002-10507-01 1.00000 Ship Exchanged Open 734643 002-10382-00 1.00000

Timeline

📞
Case Linked Oct 24, 8:04 AM
Case Number: 00538049
Subject: Midmark Service Request Dispatch Authorization - WO-00119676
Status: Closed
📋
▶
2 Work Order Created Oct 24, 11:01 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Oct 24, 1:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2h 44m, 0m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Oct 30, 12:49 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5d 22h
👷
▶
2 Technician Assigned Oct 30, 1:43 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 54m
🗓️
▶
2 Status: Scheduled Oct 30, 2:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-05T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
4 2x Labor Added Nov 5, 12:29 PM
2x Labor Added → Labor Added → 2x Travel Added → Expenses Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.25
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 45
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by James Duff Nov 5, 12:53 PM
From: Scheduled
To: Completed
Duration in Previous: 5d 23h
🏁
Status: Closed by James Duff Nov 5, 11:56 PM
From: Completed
To: Closed
Duration in Previous: 11h 2m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 10, 2:34 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.0 business days
🧾
Invoice Created Nov 11, 4:29 PM
Invoice Number: SM-246134

Bottlenecks

Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00538049
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
James Duff
Scheduled
Nov 5, 9:00 AM
Created
Oct 24, 11:01 AM
Invoice #
SM-246134

Work Details (6)

Name Type Status Qty Amount Date
WL-02997041 Labor Open 1.5 $0.00 Nov 5, 12:29 PM
WL-02997042 Labor Open 2.5 $275.00 Nov 5, 12:29 PM
WL-02997044 Labor Open 1.25 $0.00 Nov 5, 12:30 PM
WL-02997046 Travel Open 45 $0.00 Nov 5, 12:31 PM
WL-02997047 Travel Open 45 $110.00 Nov 5, 12:31 PM
WL-02997055 Expenses Open 1 $0.00 Nov 5, 12:33 PM

Details