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WO-01315477 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Vancouver Foot and Ankle — 6108 NE Highway 99 Ste 107, VANCOUVER WA, 98665

Nov 14, 2025 → Nov 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 20, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Nov 14, 2025 Completed: Nov 24, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 14 → Nov 14 Created ▶ Running 0 0 / 4
Nov 14 → Nov 17 Ready for Scheduling ▶ Running 1 1 / 4
Nov 17 → Nov 18 Assigned ▶ Running 1 2 / 4
Nov 18 → Nov 24 Scheduled ▶ Running 4 6 / 4
Nov 24 → Nov 24 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Coordinators 7.4d
Field Work 1.1d
Billing 1.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.4 days
Over SLA
Field Work
1.1 days
Billing
1.6 days
Created: Nov 14, 2025 Due: Nov 20, 2025 Completed: Nov 25, 2025 (4 days late)
📅
7.0 days Total Age
⏱️
4.2d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
7.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544066
Midmark Service Request Dispatch Authorization - WO-00127886
Closed
Zone 1 NWD/chair arm not locking Prefer to have a tech come out on a Monday or Thursday. Left arm is not locking. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stephen Hayes
Owner
Jessica Sells
Created
Nov 14, 2025
Work Orders from this Case (1)
WO-01315477 (current) Invoiced
Repair • Jason Morris
Created: Nov 14, 2025 • Closed: Nov 25, 2025
Completed with minor delays
Invoiced • 110 days old
🚨
Primary Delay 4.2 days stuck in "Scheduled"
⏱️
Total Delay 7.8 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
1.2d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
5.9d / 1.0d SLA
WO Correction Needed
1.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2/25 NSuarez SRA attached was not filled out please fill out.

11-18 Mburris called site spoke with POC and set 

11/14/2025jsells

left a voicemail with the WO#

🔧 Work Performed
Cleaned the plunger. Adjusted the depth and position of the plunger. Tested at all locations.
🔍 Technician Findings
Plunger not fully locking into position.
⚠️ Problem Description
Zone 1 NWD/chair arm not locking Prefer to have a tech come out on a Monday or Thursday. Left arm is not locking. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you
📄 Description
Midmark 647 (Series) Barrier-Free® Podiatry Procedures Chair

Timeline

📞
Case Linked Nov 14, 1:09 PM
Case Number: 00544066
Subject: Midmark Service Request Dispatch Authorization - WO-00127886
Status: Closed
📋
▶
2 Work Order Created Nov 14, 5:29 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 1.8 business days
👷
▶
2 Status: Assigned Nov 17, 11:14 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Jason Morris
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 18, 5:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-24T21:00:00.000+0000
⏳ 4.9 business days
🔧
Status: Tech On Site by Jason Morris Nov 24, 4:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏱️
▶
2 3x Labor Added Nov 24, 5:23 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jason Morris
From: Tech On Site
To: Completed
Duration in Previous: 45m
⏱️
▶
2 Labor Added Nov 25, 1:11 AM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 7h 47m
⏳ 4.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 2, 1:52 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 7d 12h
🏁
Status: Closed by Jason Morris Dec 3, 11:52 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 22h 0m
📄
▶
3 Status: Ready to Bill Dec 4, 10:11 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-248149

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours

🔗 Related Artifacts

📞
Case 00544066
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Nov 24, 4:00 PM
Created
Nov 14, 5:29 PM
Invoice #
SM-248149

Work Details (4)

Name Type Status Qty Amount Date
WL-03018996 Labor Open 0.75 $0.00 Nov 24, 5:23 PM
WL-03018997 Labor Open 0.75 $82.50 Nov 24, 5:23 PM
WL-03018998 Travel Open 17 $110.00 Nov 24, 5:23 PM
WL-03019393 Labor Open 2.25 $0.00 Nov 25, 1:11 AM

Details