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WO-01314727 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Lakeview Hospital — 630 East Medical Dr,, BOUNTIFUL UT, 84010

Nov 12, 2025 → Nov 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 18, 2025
✓ SLA Met (2 biz days early)
Active: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 15, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 14, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 15, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Nov 12, 2025 Completed: Nov 15, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0 / 4
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 0 / 4
Nov 12 → Nov 12 Assigned ▶ Running 0 0 / 4
Nov 12 → Nov 14 Scheduled ▶ Running 2 2 / 4
Nov 14 → Nov 15 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.0d
Coordinators 3.1d
Field Work 0.3d
Billing 5.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.1 days
Over SLA
Field Work
0.3 days
Billing
5.0 days
Created: Nov 12, 2025 Due: Nov 18, 2025 Completed: Nov 15, 2025 (3 days early)
📅
3.0 days Total Age
⏱️
3.4d in WO Correction Needed Longest Stage
🔄
12 transitions Status Changes
⚠️
4.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543014
Midmark Service Request Dispatch Authorization - WO-00122559
Closed
Zone 1 WD Damaged Upholstery Per Nicholas Willick - Michah Brackett will be on site Friday at Lakeview Hospital, and should be able to cover the service call. Unit is located in Room 3. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Completed 736134 002-2009-856 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cindy Morones
Owner
Jessica Sells
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314727 (current) Invoiced
Repair • Michah Brackett
Created: Nov 12, 2025 • Closed: Nov 15, 2025
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 3.4 days stuck in "WO Correction Needed"
⏱️
Total Delay 4.6 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
6.6d / 1.0d SLA
WO Correction Needed
5.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19 NSuarez SRA needs PG 3 to be filled out.

11-12 Mburris Per Nicholas Willick - Michah Brackett will be on site Friday at Lakeview Hospital, and should be able to cover the service call.

Unit is located in Room 3.

11/12/2025jsells

emailed the customer the wo ,a d told them a coordinator will call to schedule the visit

🔧 Work Performed
REPLACED TORN UPHOLSTERY WITH NEW ONE SENT OUT BY MIDMARK. CLEANED AND DID FUNCTIONAL TEST PER SPECS
🔍 Technician Findings
Zone 1 WD Damaged Upholstery Per Nicholas Willick - Michah Brackett will be on site Friday at Lakeview Hospital, and should be able to cover the service call. Unit is located in Room 3. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Completed 736134 002-2009-856 1.00000
⚠️ Problem Description
Zone 1 WD Damaged Upholstery Per Nicholas Willick - Michah Brackett will be on site Friday at Lakeview Hospital, and should be able to cover the service call. Unit is located in Room 3. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Completed 736134 002-2009-856 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Nov 11, 2:36 PM
Case Number: 00543014
Subject: Midmark Service Request Dispatch Authorization - WO-00122559
Status: Closed
📋
▶
2 Work Order Created Nov 12, 9:32 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Nov 12, 10:40 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 3m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-14T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michah Brackett Nov 14, 4:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 5h
✔️
Status: Completed by Michah Brackett Nov 14, 7:52 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 34m
⏱️
▶
2 3x Labor Added Nov 15, 10:32 AM
3x Labor Added → Status: Closed
🏁
Status: Closed by Michah Brackett
From: Completed
To: Closed
Duration in Previous: 14h 40m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 19, 2:35 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 4h
⏳ 2.0 business days
🏁
Status: Closed by Michah Brackett Nov 20, 5:52 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 3h
⏳ 2.8 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 24, 3:24 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 21h
⏳ 4.0 business days
🏁
Status: Closed by Michah Brackett Dec 1, 3:19 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 23h
📄
▶
3 Status: Ready to Bill Dec 2, 2:16 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-247989

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00543014
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michah Brackett
Scheduled
Nov 14, 12:00 PM
Created
Nov 12, 9:32 AM
Invoice #
SM-247989

Work Details (3)

Name Type Status Qty Amount Date
WL-03008803 Labor Open 0.5 $0.00 Nov 15, 10:32 AM
WL-03008804 Labor Open 1 $110.00 Nov 15, 10:32 AM
WL-03008805 Travel Open 10 $110.00 Nov 15, 10:32 AM

Details