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WO-01314395 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Texas Native Health — 1283 Record Crossing Rd, Dallas TX, 75235

Nov 10, 2025 → Nov 21, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 17, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 22, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 10 → Nov 12, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Nov 13 → Nov 17, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 21, 2025
3 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Nov 10, 2025 Completed: Nov 22, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 10 → Nov 10 Created ▶ Running 0 0 / 4
Nov 10 → Nov 10 Ready for Scheduling ▶ Running 0 0 / 4
Nov 10 → Nov 12 Assigned ▶ Running 1 1 / 4
Nov 12 → Nov 13 Scheduled ▶ Running 1 2 / 4
Nov 13 → Nov 17 Awaiting Parts ⏸ Paused 2 —
Nov 17 → Nov 17 Ready for Scheduling ▶ Running 0 2 / 4
Nov 17 → Nov 18 Assigned ▶ Running 1 3 / 4
Nov 18 → Nov 21 Scheduled ▶ Running 3 6 / 4
Nov 21 → Nov 22 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 2.2d
Coordinators 9.0d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.2 days
Coordinators
9.0 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Nov 10, 2025 Due: Nov 24, 2025 Completed: Nov 22, 2025 (2 days early)
📅
8.5 days Total Age
⏱️
5.0d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
8.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 13, 2025
Visit 2 Nov 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542368
Midmark Service Request Dispatch Authorization - WO-00125524
Closed
Zone 1 RGIV No function/Back not functioning properly - 2 serial #s For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Adam Shorter
Owner
Jessica Sells
Created
Nov 10, 2025
Work Orders from this Case (2)
WO-01314395 (current) Invoiced
Repair • Zachary Stieben
Created: Nov 10, 2025 • Closed: Nov 21, 2025
WO-01314396 Invoiced
Repair • Zachary Stieben
Created: Nov 10, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 114 days old
🚨
Primary Delay 5.0 days stuck in "Closed"
⏱️
Total Delay 8.0 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
0.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Awaiting Parts
2.2d / 3.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/18 KKelch scheduled per logged email from Adam. Email logged on WO-01314395. Per Adam, he will be OOO on Friday but Grayson or Morningstar can assist

11/18 KKelch sent Adam an email for scheduling. Email logged on WO-01314395

11/17 KKelch waiting for parts to ship prior to scheduling

11/17/2025 SRobinson- Order No: 738636


Customer PO No: SR1489244


Customer: Midmark No Charge


Service Request NO: 1489244


Ship To Name: Texas Native Health


Ship To Address: 1283 Record Crossing Rd    


Ship To City/State: Dallas, TX 75235-6096


Waybill (Tracking #): 1ZE444250370919054


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 17-NOV-2025  


LINE NO: 1.1 QTY

11/12 KKelch scheduled per logged email from Adam. Email logged on WO-01314395

11/11 KKelch- site is closed for the holiday, sent Adam an email for scheduling. Email logged on WO-01314395

11/10/2025jsells

spoke with Adam, and I gave him the WO# and told him a coordinator will call to schedule the visit

🔧 Work Performed
11/13/2025 ZS. Evaluated unit. Ordered new PC control board. 11/21/25 ZS. Installed new PC Board. Midmark supplied parts for this work order and child work order. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
11/13/2025 Zachary Stieben arrived on site. Found Midmark Exam Chair non functional. No functions were working. 11/21/25 ZS. Arrived on site to complete repair.
⚠️ Problem Description
Zone 1 RGIV No function/Back not functioning properly - 2 serial #s For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Nov 10, 8:23 AM
Case Number: 00542368
Subject: Midmark Service Request Dispatch Authorization - WO-00125524
Status: Closed
📋
▶
2 Work Order Created Nov 10, 3:04 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Nov 10, 3:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
👷
Technician Assigned by Kaitlyn Kelch Nov 11, 9:26 AM
Technician: Zachary Stieben
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Nov 12, 11:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-13T21:00:00.000+0000
⏳ 2.0 business days
🚗
▶
2 2x Travel Added Nov 13, 5:19 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 1.5, 0.75
📦
▶
2 Parts Requested Nov 13, 5:46 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Zachary Stieben
From: Scheduled
To: Awaiting Parts
Duration in Previous: 1d 6h
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Shelby Robinson Nov 17, 2:21 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 20h
👷
▶
2 Status: Assigned Nov 17, 2:31 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
🗓️
▶
2 Status: Scheduled Nov 18, 10:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-21T20:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Nov 21, 1:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
✔️
▶
2 Status: Completed Nov 21, 7:17 PM
Status: Completed → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 22, 36
⏱️
3x Labor Added Nov 21, 7:23 PM
Type: Labor
Status: Open
Qty: 0.5, 1.5
🏁
Status: Closed by Zachary Stieben Nov 21, 7:39 PM
From: Completed
To: Closed
Duration in Previous: 22m
⚠️ 5.5 business days
📄
▶
4 Status: Ready to Bill Dec 2, 10:58 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-247948
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.7 business hours
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00542368
Closed
📦
Parts Order 00085275
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Nov 21, 3:00 PM
Created
Nov 10, 3:04 PM
Invoice #
SM-247948

Work Details (10)

Name Type Status Qty Amount Date
WL-03006556 Travel Open 20 $110.00 Nov 13, 5:19 PM
WL-03006557 Travel Open 50 $0.00 Nov 13, 5:19 PM
WL-03006558 Labor Open 0.5 $0.00 Nov 13, 5:22 PM
WL-03006559 Labor Open 1.5 $165.00 Nov 13, 5:22 PM
WL-03006560 Labor Open 0.75 $0.00 Nov 13, 5:22 PM
WL-03017154 Travel Open 22 $110.00 Nov 21, 7:20 PM
WL-03017155 Travel Open 36 $0.00 Nov 21, 7:20 PM
WL-03017163 Labor Open 0.5 $0.00 Nov 21, 7:23 PM
WL-03017164 Labor Open 1.5 $165.00 Nov 21, 7:23 PM
WL-03017165 Labor Open 1 $0.00 Nov 21, 7:23 PM

Details