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WO-01312272 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Kaiser Permanente — 2525 Cumberland Pkwy SE, ATLANTA GA, 30339-3928

Oct 31, 2025 → Nov 6, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 6, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 5, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Oct 31, 2025 Tech Off Site: Nov 5, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0 / 4
Oct 31 → Oct 31 Ready for Scheduling ▶ Running 0 0 / 4
Oct 31 → Oct 31 Assigned ▶ Running 0 0 / 4
Oct 31 → Nov 5 Scheduled ▶ Running 3 3 / 4
Nov 5 → Nov 5 Tech On Site ▶ Running 0 3 / 4
Nov 5 → Nov 5 Scheduled ▶ Running 0 3 / 4
Nov 5 → Nov 5 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Coordinators 4.3d
Field Work 2.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.3 days
Over SLA
Field Work
2.1 days
Billing
0.0 days
Created: Oct 31, 2025 Due: Nov 6, 2025 Completed: Nov 6, 2025 (on time)
📅
5.0 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
3.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Henry Holmes — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539884
Midmark Service Request Dispatch Authorization - WO-00122543
Closed
Zone 1 WD scale issue. Tech must bring 50lb calibrated weight - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Wayne Braun
Owner
Jessica Sells
Created
Oct 31, 2025
Work Orders from this Case (3)
WO-01312270 Invoiced
Repair • Henry Holmes
Created: Oct 31, 2025 • Closed: Nov 6, 2025
WO-01312271 Invoiced
Repair • Henry Holmes
Created: Oct 31, 2025 • Closed: Nov 6, 2025
WO-01312272 (current) Invoiced
Repair • Henry Holmes
Created: Oct 31, 2025 • Closed: Nov 6, 2025
Completed with minor delays
Invoiced • 124 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
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
0.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/31/25 AJinerson - Call logged on WO-01312270. 

Called Wayne and confirmed tech visit for Weds. 11/5 with eta between 9am-11am. 

Wayne isn't sure if he will be onsite yet this day, but tech can call him when they're on the way: 

POC: Wayne Braun - 770-833-5912 (mobile)

Arrival instructions: None, confirmed address. No parts shipping. 

🔧 Work Performed
calibrated unit, tested unit, returned to service
🔍 Technician Findings
unit scale not operating correctly
⚠️ Problem Description
Zone 1 WD scale issue. Tech must bring 50lb calibrated weight - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Oct 31, 8:22 AM
Case Number: 00539884
Subject: Midmark Service Request Dispatch Authorization - WO-00122543
Status: Closed
📋
Work Order Created Oct 31, 10:03 AM
Work Order: WO-01312272
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Oct 31, 10:09 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Oct 31, 2:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 15m
📅
▶
2 Dispatch Scheduled Oct 31, 2:31 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 6m
⏳ 2.0 business days
📅
Dispatch Scheduled by Abby Jinerson Nov 3, 11:45 AM
Scheduled For: 2025-11-05T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Henry Holmes Nov 5, 9:06 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
🗓️
▶
2 Status: Scheduled Nov 5, 10:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-05T15:00:00.000+0000
🔧
▶
2 Status: Tech On Site Nov 5, 10:39 AM
Status: Tech On Site → Status: Tech Off Site
🚗
Status: Tech Off Site by Henry Holmes
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4m
⏱️
▶
2 Labor Added Nov 6, 9:24 AM
Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 22h 41m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Nov 10, 3:05 PM
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: 1m
⏳ 1.0 business days
🧾
Invoice Created Nov 11, 4:29 PM
Invoice Number: SM-246140

Bottlenecks

Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00539884
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Nov 5, 10:00 AM
Created
Oct 31, 10:03 AM
Invoice #
SM-246140

Work Details (1)

Name Type Status Qty Amount Date
WL-02998197 Labor Open 0.5 $55.00 Nov 6, 9:24 AM

Details