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WO-01315598 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Ideal Image — 4430 Lavon Dr Ste 364, Garland TX, 75040

Nov 17, 2025 → Nov 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 21, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 17 → Nov 19, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 25, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Nov 17, 2025 Completed: Nov 25, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0 / 4
Nov 17 → Nov 17 Ready for Scheduling ▶ Running 0 0 / 4
Nov 17 → Nov 17 Assigned ▶ Running 0 0 / 4
Nov 17 → Nov 19 Awaiting Parts - Customer ⏸ Paused 2 —
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0 / 4
Nov 19 → Nov 19 Assigned ▶ Running 0 0 / 4
Nov 19 → Nov 25 Scheduled ▶ Running 4 4 / 4
Nov 25 → Nov 25 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 2.6d
Coordinators 5.0d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.6 days
Coordinators
5.0 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Nov 17, 2025 Due: Dec 1, 2025 Completed: Nov 25, 2025 (6 days early)
📅
6.7 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544348
Midmark Service Request Dispatch Authorization - WO-00128289
Closed
Travel Zone 1 PROBLEM SUMMARY NWD-back not working ADDITIONAL NOTES Verbal and written communication with Ideal Image on this dispatch must include their service reference number: SR-324324 - Floor or Room #3. 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! DISPATCH ITEMS Serial # V1518911 Item 222-016 ITEM DESCRIPTION RITTER BARRIER-FREE EXAM TBL,DRW HTR,PT,RCPT PCR CODES Problem Cause Resolution BACK FUNCTION NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 738955 016-1625-00 1.00000 Ship Exchanged Open 738955 002-1933-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matthew Ralston
Owner
Shelby Robinson
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315598 (current) Invoiced
Repair • Zachary Stieben
Created: Nov 17, 2025 • Closed: Nov 25, 2025
Completed with minor delays
Invoiced • 107 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 5.9 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
Awaiting Parts - Customer
2.6d
Assigned
0.1d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21/2025jsells

1ZE444250371197841

Estimated deliveryMonday, November 24 between 12:45 P.M. - 4:45 P.M


11/21/2025 JRolston - Per UPS, ETA on wb 1ZE444250371197841 is now Monday, 11/24, due to weather. Updated work order accordingly.


11/19 KKelch called Matthew to schedule for 11/25 between 2 and 3 pm. Customer confirmed. 

11/19/2025 JRolston - Per UPS, ETA on wb 1ZE444250371197841 is Friday, 11/21. Updated work order accordingly.

11/17/2025 SRobinson- Called Matthew Ralston, 1(972) 530-1927. He is OOO today going to send an email to matthew.ralston@idealimage.com with WO# and advising a coordinator will be reaching out to schedule.

 

🔧 Work Performed
Installed new Backrest Gas Piston. Midmark supplied and shipped parts. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
11/25/2025 Zachary Stieben arrived on site. Found Midmark Exam Table with no back function.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD-back not working ADDITIONAL NOTES Verbal and written communication with Ideal Image on this dispatch must include their service reference number: SR-324324 - Floor or Room #3. 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! DISPATCH ITEMS Serial # V1518911 Item 222-016 ITEM DESCRIPTION RITTER BARRIER-FREE EXAM TBL,DRW HTR,PT,RCPT PCR CODES Problem Cause Resolution BACK FUNCTION NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 738955 016-1625-00 1.00000 Ship Exchanged Open 738955 002-1933-00 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Nov 17, 9:49 AM
Case Number: 00544348
Subject: Midmark Service Request Dispatch Authorization - WO-00128289
Status: Closed
📋
Work Order Created Nov 17, 1:39 PM
Work Order: WO-01315598
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Nov 17, 1:46 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Nov 17, 2:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 27m, 0m
⏳ 3.0 business days
📅
▶
3 Status: Ready for Scheduling Nov 19, 11:24 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
👷
▶
3 Technician Assigned Nov 19, 12:19 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 54m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-25T20:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Zachary Stieben Nov 25, 2:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
✔️
Status: Completed by Zachary Stieben Nov 25, 6:12 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 3m
🚗
▶
2 2x Travel Added Nov 25, 6:26 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 3, 2, 0.5
🏁
Status: Closed by Zachary Stieben Nov 25, 6:32 PM
From: Completed
To: Closed
Duration in Previous: 20m
⏳ 4.7 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 3, 11:17 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 7d 16h, 0m
💰
Status: Invoiced by Nancy Suarez Dec 3, 11:22 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 3.0 business days
🧾
Invoice Created Dec 5, 7:27 PM
Invoice Number: SM-248051

Bottlenecks

Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days

🔗 Related Artifacts

📞
Case 00544348
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Nov 25, 3:00 PM
Created
Nov 17, 1:39 PM
Invoice #
SM-248051

Work Details (5)

Name Type Status Qty Amount Date
WL-03020190 Travel Open 172 $0.00 Nov 25, 6:26 PM
WL-03020191 Travel Open 8 $110.00 Nov 25, 6:26 PM
WL-03020193 Labor Open 3 $0.00 Nov 25, 6:30 PM
WL-03020194 Labor Open 2 $220.00 Nov 25, 6:30 PM
WL-03020195 Labor Open 0.5 $0.00 Nov 25, 6:30 PM

Details