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← WO Overview

WO-01312334 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Ideal Image — 5530 Windward Pkwy Ste 1210, ALPHARETTA GA, 30004

Oct 31, 2025 → Nov 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 6, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Nov 11, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Nov 3, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 5, 2025
2 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
1d
▶ Clock Running
Status: Tech Off Site
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Completed
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
1d
▶ Clock Running
Status: Closed
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
1d
▶ Clock Running
Status: Reschedule
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Oct 31, 2025 Invoiced: Nov 11, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0 / 4
Oct 31 → Nov 3 Ready for Scheduling ▶ Running 1 1 / 4
Nov 3 → Nov 3 Assigned ▶ Running 0 1 / 4
Nov 3 → Nov 5 Scheduled ▶ Running 2 3 / 4
Nov 5 → Nov 5 Tech On Site ▶ Running 0 3 / 4
Nov 5 → Nov 6 Tech Off Site ▶ Running 1 4 / 4
Nov 6 → Nov 6 Completed ▶ Running 0 4 / 4
Nov 6 → Nov 7 Closed ▶ Running 1 5 / 4
Nov 7 → Nov 11 Reschedule ▶ Running 1 6 / 4
Dispatch 0.0d
Coordinators 6.6d
Field Work 1.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.6 days
Over SLA
Field Work
1.9 days
Created: Oct 31, 2025 Due: Nov 13, 2025 Completed: Nov 11, 2025 (2 days early)
📅
6.7 days Total Age
⏱️
2.9d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539987
Midmark Service Request Dispatch Authorization - WO-00122575
Closed
Zone 1 NWD-light will not come on ADDITIONAL NOTES Verbal and written communication with Ideal Image on this dispatch must include their service reference number: SR-322464 - Unit is located in Room 2. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Anna Tran
Owner
Sherry Reich
Created
Oct 31, 2025
Work Orders from this Case (1)
WO-01312334 (current) Invoiced
Repair • Henry Holmes
Created: Oct 31, 2025 • Closed: Nov 10, 2025
Completed with minor delays
Invoiced • 124 days old
🚨
Primary Delay 2.9 days stuck in "Scheduled"
⏱️
Total Delay 2.6 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
1.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
1.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Reschedule
2.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/7/25 AJinerson - Received email from Midmark asking us to please close this WO again and submit invoice for work performed to date.

Discussed w/ tech sup on scheduling call, who will assist w/ closing this WO out since FSE is on PTO.


11/7/25 AJinerson - WO was in closed status, moving to reschedule per email received by Midmark:

Customer is requesting an estimate for the repair of this unit. I noticed this was closed in EMSAR system yesterday. Please reopen until we hear back from the customer.

**Follow up w/ Customer/Midmark if we do not have update within 5 business days**


11/5/25 AJinerson - Spoke with Josh and confirmed earlier arrival time, room will be available at 11:40AM until 1:30PM. Confirmed w/ Tech for earlier arrival 11:40AM/12PM. 


11/3/25 AJinerson - Received email back from POC Anna confirming tech visit on Weds. 11/5 with eta between 1PM-3PM.

Asking Anna who POC on site will be and any further arrival instructions.


11/3/25 AJienrson - Email to POC Anna offering tech visit on Weds. 11/5 with eta between 1PM-3PM.


11/3/25 AJinerson - Called site and spoke with Josh who took my contact info for Anna. Josh said Anna is the person who needs to schedule this, but she will not be back in office until Wednesday, 11/5 at 2PM. Will follow up with email as well. 


10/31/25 SReich - Left a vm, referenced SR-322464, gave them our WO # and told them someone would be reaching out to schedule.  

🔧 Work Performed
evaluated light with Dale from Midmark and the stop mechanism is broken and that allowed the unit to swivel more than it should causing one of the wires connected to the on/standby switch to get twisted in the down tube which disconnected and can't be undone. this is a situation where its too expensive to repair due to wires being damaged and light is 20 plus years old and they are no longer in production Midmark recommend replacement
🔍 Technician Findings
light not turnining on
⚠️ Problem Description
Zone 1 NWD-light will not come on ADDITIONAL NOTES Verbal and written communication with Ideal Image on this dispatch must include their service reference number: SR-322464 - Unit is located in Room 2. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 300 (Series) Lights (354, 355, Mobile, Wall, and Ceiling versions)

Timeline

📞
Case Linked Oct 31, 12:39 PM
Case Number: 00539987
Subject: Midmark Service Request Dispatch Authorization - WO-00122575
Status: Closed
📋
▶
2 Work Order Created Oct 31, 2:11 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 3, 11:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 22h
📅
▶
2 Dispatch Scheduled Nov 3, 11:56 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 20m
⏳ 3.0 business days
📅
Dispatch Scheduled by Abby Jinerson Nov 5, 10:14 AM
Scheduled For: 2025-11-05T16:00:00.000+0000, 2025-11-05T16:30:00.000+0000
🔧
Status: Tech On Site by Henry Holmes Nov 5, 11:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
🚗
Status: Tech Off Site by Henry Holmes Nov 5, 2:23 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 37m
⏱️
▶
3 5x Labor Added Nov 6, 10:39 AM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Henry Holmes
From: Tech Off Site
To: Completed
Duration in Previous: 20h 16m
🏁
Status: Closed by Henry Holmes
From: Completed
To: Closed
Duration in Previous: 2m
🔄
Status: Reschedule by Abby Jinerson Nov 7, 10:22 AM
From: Closed
To: Reschedule
Duration in Previous: 23h 40m
⏳ 2.0 business days
🏁
Status: Closed by Mark Franks Nov 10, 7:35 PM
From: Reschedule
To: Closed
Duration in Previous: 3d 9h
📄
▶
2 Status: Ready to Bill Nov 11, 1:12 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created Nov 12, 12:08 PM
Invoice Number: SM-246207

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00539987
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
N/A
Created
Oct 31, 2:11 PM
Invoice #
SM-246207

Work Details (5)

Name Type Status Qty Amount Date
WL-02998335 Labor Open 1 $0.00 Nov 6, 10:39 AM
WL-02998336 Labor Open 2.75 $302.50 Nov 6, 10:39 AM
WL-02998337 Labor Open 1.25 $0.00 Nov 6, 10:39 AM
WL-02998338 Travel Open 24 $110.00 Nov 6, 10:39 AM
WL-02998339 Travel Open 31 $0.00 Nov 6, 10:39 AM

Details