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WO-01314997 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Fred Hutch Cancer Center at Overlake Cancer Center — 1135 116th Ave NE, Ste 250, Bellevue WA, 98004-4638

Nov 12, 2025 → Nov 13, 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 14, 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
1d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
Created: Nov 12, 2025 Completed: Nov 14, 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 13 Scheduled ▶ Running 1 1 / 4
Nov 13 → Nov 14 Tech On Site ▶ Running 1 2 / 4
Dispatch 0.0d
Coordinators 1.4d
Field Work 1.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.4 days
Field Work
1.0 days
Over SLA
Billing
0.0 days
Created: Nov 12, 2025 Due: Nov 18, 2025 Completed: Nov 14, 2025 (4 days early)
📅
1.5 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
2.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543270
Midmark Service Request Dispatch Authorization - WO-00126741
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD No function ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution DRAWER HEATER NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT PRODUCT HAS NO FUNCTION UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Averil Masih
Owner
John Rolston
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314997 (current) Invoiced
Repair • Tim Holman
Created: Nov 12, 2025 • Closed: Nov 13, 2025
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.0 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
0.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-12 Mburris called site and set appt

11/12/2025 JRolston - Called site POC, Averil Masih @ (206) 492-0836. Advised him that dispatch has been received, no parts shipping at this time, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
upon arvl I reseated power cord and was able to get chair to function correctly. checked all connections, checked heating drawer, all good. Show staff results and went over troubleshooting with them.
🔍 Technician Findings
no functions with chair
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD No function ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution DRAWER HEATER NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT PRODUCT HAS NO FUNCTION UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Nov 12, 11:59 AM
Case Number: 00543270
Subject: Midmark Service Request Dispatch Authorization - WO-00126741
Status: Closed
📋
▶
2 Work Order Created Nov 12, 3:25 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Nov 12, 5:40 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 11m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-13T16:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4m
🔧
Status: Tech On Site by Tim Holman Nov 13, 11:20 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 35m
⏱️
6x Labor Added Nov 13, 12:35 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 15
✔️
Status: Completed by Tim Holman Nov 13, 7:42 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 22m, 0m
⏳ 3.5 business days
📄
▶
2 Status: Ready to Bill Nov 18, 1:47 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 19, 9:16 PM
Invoice Number: SM-246871

Bottlenecks

Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00543270
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Nov 13, 11:00 AM
Created
Nov 12, 3:25 PM
Invoice #
SM-246871

Work Details (6)

Name Type Status Qty Amount Date
WL-03006088 Labor Open 1 $0.00 Nov 13, 12:35 PM
WL-03006089 Labor Open 1 $110.00 Nov 13, 12:35 PM
WL-03006090 Labor Open 1 $0.00 Nov 13, 12:35 PM
WL-03006091 Travel Open 15 $110.00 Nov 13, 12:35 PM
WL-03006092 Travel Open 15 $0.00 Nov 13, 12:35 PM
WL-03006093 Expenses Open 1 $0.00 Nov 13, 12:35 PM

Details