Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315227 ↗ ServiceMax

MIDMARK • Repair • P4

📍 UNIV OF CHICAGO HOSP — 5835 S COTTAGE GROVE AVE, Chicago IL, 60637

Nov 13, 2025 → Jan 14, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 19, 2025
✗ SLA Missed (36 biz days late)
Active: 40 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 14, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 14 → Nov 19, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 1, 2025
5 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Completed
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Closed
Dec 1 → Dec 3, 2025
2 business days (counted)
Running total: 12 of 4 biz days used
19d
▶ Clock Running
Status: 07e-Partial Project
Dec 3 → Dec 31, 2025
19 business days (counted)
Running total: 31 of 4 biz days used
▶ Clock Running
Status: Reschedule
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 31 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 31 → Jan 8, 2026
5 business days (counted)
Running total: 36 of 4 biz days used
3d
▶ Clock Running
Status: Reschedule
Jan 8 → Jan 13, 2026
3 business days (counted)
Running total: 39 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 13 → Jan 14, 2026
1 business day (counted)
Running total: 40 of 4 biz days used
Created: Nov 13, 2025 Completed: Jan 14, 2026
Business Days Used 40 / 4
0 4d budget +36d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0 / 4
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 0 / 4
Nov 13 → Nov 14 Assigned ▶ Running 1 1 / 4
Nov 14 → Nov 14 Ready for Scheduling ▶ Running 0 1 / 4
Nov 14 → Nov 19 Scheduled ▶ Running 3 4 / 4
Nov 19 → Nov 20 Reschedule ▶ Running 1 5 / 4
Nov 20 → Nov 20 Entered ▶ Running 0 5 / 4
Nov 20 → Nov 20 Assigned ▶ Running 0 5 / 4
Nov 20 → Dec 1 Scheduled ▶ Running 5 10 / 4
Dec 1 → Dec 1 Completed ▶ Running 0 10 / 4
Dec 1 → Dec 3 Closed ▶ Running 2 12 / 4
Dec 3 → Dec 31 07e-Partial Project ▶ Running 19 31 / 4
Dec 31 → Dec 31 Reschedule ▶ Running 0 31 / 4
Dec 31 → Jan 8 Scheduled ▶ Running 5 36 / 4
Jan 8 → Jan 13 Reschedule ▶ Running 3 39 / 4
Jan 13 → Jan 14 Scheduled ▶ Running 1 40 / 4
Dispatch 0.0d
Coordinators 21.7d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 13, 2025 Due: Jan 14, 2026 Completed: Jan 14, 2026 (on time)
📅
40.4 days Total Age
⏱️
19.3d in 07e-Partial Project Longest Stage
🔄
17 transitions Status Changes
⚠️
12.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00543723
Midmark Service Request Dispatch Authorization - WO-00127338
Closed
Zone 1 NWD No functions - 3 serial #s ADDITIONAL NOTES Attempted to repair the unit, replaced the switches in the foot, harness, and the main pcb board so far. Unit V1661469 is taken apart. 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! Ship Exchanged Open 738612 002-1749-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ruka Bello
Owner
Sherry Reich
Created
Nov 13, 2025
Work Orders from this Case (3)
WO-01315224 Invoiced
Repair • Mike Huffman
Created: Nov 13, 2025 • Closed: Jan 16, 2026
WO-01315227 (current) Invoiced
Repair • Ryan Byer
Created: Nov 13, 2025 • Closed: Jan 14, 2026
WO-01315228 Invoiced
Repair • Ryan Byer
Created: Nov 13, 2025 • Closed: Jan 13, 2026
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 19.3 days stuck in "07e-Partial Project"
⏱️
Total Delay 12.2 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
0.7d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
14.8d / 2.0d SLA
Reschedule
5.0d / 2.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
27.3d
Completed
0.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/14/26 NSuarez Awaiting on Parent WO.

1/7/26 RJB -- This chair was repaired on first visit, but needs closed with parent WO. Reschedule accordingly.



1/6/2026jsells

Hello, EMSAR,

Customer approved the ordering of part number(s) 015-3284-00 for this dispatch. We will ship the part(s) to the end-user on Sales Order 747446 via UPS Next Day Air. Please schedule service ASAP.

12/31/2025 CRamen spoke with Ruka and scheduled for Wednesday 1/7/2026 with tech arrival between 8-10am. Call logged on WO-01315228 


11/20/2025 CRamen logged email WO-01315224 from POC scheduling for Wednesday 11/26/2025 with tech arrival between 8-10am.


11/19/2025 CRamen email-MHuffman:Hello,

Please reschedule WO-01315228, WO-01315227, WO-01315224. All three are at the same location and scheduled for 11/19/2025. I worked all day and did not make it to this site. I have updated each work order with the following. Emailed DCarvalho, LYoder,CDempsey:I have no resources to cover this. Had I known earlier that this would be a no go at all we maybe would have had a chance to maybe have Alan cover it today. Alan and Ryan are booked Thursday and Friday as well as Mike. Alan has Inventory NW, Mike on PTO NW and Ryans next available is Tuesday. Please advise.


12/3/2025 NSuarez awaiting on Parent and child to be completed.

11/19/2025 Mike Huffman. At 11:45 I called customer Ruko Bello at 773-554-9001. Advised I am on site at another location and will not be at his site today at 11:00am.



11/17/2025 JRolston - Per UPS, ETA on wb 1ZE444250346362076 is Tuesday, 11/18. Updated work order accordingly.


11/13/2025 CRamen Scheduled for Wednesday 11/19/2025 with tech arrival between 10am-12pm. Logged email. Schedule with WO-01315227/5228/5224. please contact Valerie Triolo, Sonographer Supervisor 708-548-5592 if needed

11/14/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250346362076. No ETA at this time. (UPS ground)

11/13/2025 CRamen left a vm for a returned call to schedule for Wednesday 11/19/2025 with tech arrival between 8-10am. Logged email. Placeholder set Schedule with WO-01315227/5228/5224

🔧 Work Performed
11/19/2025 Mike Huffman. At 11:45 I called customer Ruko Bello at 773-554-9001. Advised I am on site at another location and will not be at his site today at 11:00am. 11/26: Restarted table and tilt function resumed function.
🔍 Technician Findings
Tilt function not working
⚠️ Problem Description
Zone 1 NWD No functions - 3 serial #s ADDITIONAL NOTES Attempted to repair the unit, replaced the switches in the foot, harness, and the main pcb board so far. Unit V1661469 is taken apart. 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 Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Nov 13, 1:55 PM
Case Number: 00543723
Subject: Midmark Service Request Dispatch Authorization - WO-00127338
Status: Closed
📋
2 Work Order Created Nov 13, 3:35 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
2 Technician Assigned Nov 13, 5:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 53m
📅
Status: Ready for Scheduling by John Rolston Nov 14, 11:17 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 17h 47m
🗓️
2 Status: Scheduled Nov 14, 2:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-19T17:00:00.000+0000
4.0 business days
🔄
Status: Reschedule by Charles Ramen Nov 19, 6:41 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 3h
🆕
3 Status: Entered Nov 20, 5:02 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Ryan Byer
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-26T14:00:00.000+0000
4.9 business days
⏱️
2 3x Labor Added Dec 1, 12:11 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Ryan Byer
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 10d 7h, 0m
3.0 business days
📋
Status: 07e-Partial Project by Nancy Suarez Dec 3, 4:25 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 16h
🚨 19.9 business days
🔄
2 Status: Reschedule Dec 31, 12:18 PM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-07T14:00:00.000+0000
⚠️ 5.0 business days
🔄
Status: Reschedule by Ryan Byer Jan 7, 9:26 PM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 9h
4.3 business days
🗓️
2 Status: Scheduled Jan 13, 11:11 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-13T17:00:00.000+0000
✔️
Status: Completed by Ryan Byer Jan 13, 8:48 PM
From: Scheduled
To: Completed
Duration in Previous: 9h 37m
🏁
Status: Closed by Ryan Byer Jan 13, 8:54 PM
From: Completed
To: Closed
Duration in Previous: 5m
📋
Status: 07e-Partial Project by Nancy Suarez Jan 14, 11:01 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 14h 7m
⚠️ 8.0 business days
📄
2 Status: Ready to Bill Jan 26, 11:14 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
💰
2 Status: Invoiced Jan 26, 11:22 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252196

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business hours
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 5.1 business days (threshold: 2.0 business days)
Exceeded by 3.1 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00543723
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Ryan Byer
Scheduled
Jan 13, 12:00 PM
Created
Nov 13, 3:35 PM
Invoice #
SM-252196

Work Details (3)

Name Type Status Qty Amount Date
WL-03022118 Labor Open 1 $110.00 Dec 1, 12:11 AM
WL-03022119 Labor Open 1 $0.00 Dec 1, 12:11 AM
WL-03022120 Travel Open 11 $0.00 Dec 1, 12:11 AM

Details