Midmark Service Request Dispatch Authorization - WO-00129382
Closed
Travel Zone 2
Dispatch Type Repair
PROBLEM SUMMARY
WD/shrouds have dropped
ADDITIONAL NOTES
Contact information - Freeman Daniels, 910-494-440 - For assistance, troubleshooting, or parts identification, contact Medical
Tech Service at 844-856-1230.
PCR CODES
Problem Cause Resolution
SHROUDS NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT
Primary Delay6.5 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay6.6 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
1.5d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Awaiting Parts - Customer
6.5d
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.7d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/8 MOwens Called back to speak to Freeman. Left a vm for him to
call back. Freeman called back and said the best day to schedule
the visit is this Wed. 12/10. Told him the tech would arrive
between 9-10am.
12/3 MOwens Called and spoke to Freeman Daniels. He will
call me back once the parts arrive so we can schedule the return
visit.
12/2/25 SReich - Order No: 739700
Customer PO No: 703541
Customer: Midmark No Charge
Service Request NO: 1496520
Ship To Name: Agape Health Services
Ship To Address: 1201 Carolina Ave
Ship To City/State: Washington, NC 27889-3571
Waybill (Tracking #): 00032676827
Carrier: Dayton Freight-Truck-Standard
The following items have shipped from Midmark Corporation on: 01-DEC-2025
LINE NO: 1.1 QTY: 1 ITEM: 002-10031-00 SERIAL #: DESCRIPTION: KIT, RITTER SHROUD ASSEMBLY
LINE NO: 2.1 QTY: 1 ITEM: 002-2009-845 SERIAL #: DESCRIPTION: 224/225 SEAMLESS 28" UPHOLSTERY, LUNAR GRAY
11/20/2025 JRolston - Called site POC, Christopher Morning @ (984) 848-5222. Advised him that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined.
🔧Work Performed
12-10-25 CTM - Performed repair on Midmark table by replacing upholstery . TESTED PASS . Notified POC Freeman Daniels of findings and completion.
🔍Technician Findings
12-10-25 CTM - Perform repair on Midmark table by replacing back upholstery . Notify POC Freeman Daniels of findings and completion.
⚠️Problem Description
Travel Zone 2
Dispatch Type Repair
PROBLEM SUMMARY
WD/shrouds have dropped
ADDITIONAL NOTES
Contact information - Freeman Daniels, 910-494-4408 - For assistance, troubleshooting, or parts identification, contact Medical
Tech Service at 844-856-1230.
PCR CODES
Problem Cause Resolution
SHROUDS NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT
Freeman called back and said the best day to schedule
the visit is this Wed. 12/10. Told him the tech would arrive
between 9-10am.
📋
Inbound from +19104944408
Completed Dec 8, 2025
Freeman returning a call to Melissa.
📋
Outbound to +19104944408
Completed Dec 8, 2025
Called back to speak to Freeman. Left a vm for him to call back.
📋
Outbound to +19104944408
Completed Dec 3, 2025
Called and spoke to Freeman Daniels. He will call me back once the parts arrive so we can schedule the return visit.
📞
Call
Completed Nov 20, 2025
11/20/2025 JRolston - Called site POC, Christopher Morning @ (984) 848-5222. Advised him that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined.
📞
Call
Completed Nov 20, 2025
11/20/2025 JRolston - Attempted to reach site POC, No answer.
📅
WO-01316554 - Repair - 200 (Series) Tables and Chairs - Washington - Agape CHC
Dec 10, 2025 10:00am – 2:00pm
Work Order: WO-01316554
Account: MIDMARK
Customer Case Number: SR 1496520 WO-00129382
Location: Agape CHC
Address: 1201 Carolina Ave, Washington, NC 27889
Manufacturer: Midmark
Model #: 200 (Series) Tables and Chairs
Serial #: V2879182
Contact Name: Freeman Daniels
Contact Phone: 910.494.4408
Contac
PDF
SRA_WO-00129382_ver1
Nov 20, 2025
PDF
upholestry 12.10.25
Dec 10, 2025
Timeline
📞
Case Linked Nov 19, 4:47 PM
Case Number:00545397
Subject:Midmark Service Request Dispatch Authorization - WO-00129382
Status:Closed
📋
Work Order Created Nov 20, 1:49 PM
Work Order:WO-01316554
Type:Repair
Priority:P4
📅
Status: Ready for Scheduling by John RolstonNov 20, 1:58 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:9m
👷
▶
2
Technician Assigned Nov 20, 2:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling
To:Assigned
Duration in Previous:46m
👤
Status: Awaiting Parts - Customer by Melissa OwensNov 20, 2:53 PM
From:Assigned
To:Awaiting Parts - Customer
Duration in Previous:7m
⚠️7.0 business days
📅
Status: Ready for Scheduling by Sherry ReichDec 2, 4:07 PM
From:Awaiting Parts - Customer
To:Ready for Scheduling
Duration in Previous:12d 1h
👷
▶
2
Technician Assigned Dec 3, 10:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling
To:Assigned
Duration in Previous:18h 6m
⏳4.0 business days
🗓️
▶
2
Status: Scheduled Dec 8, 9:17 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For:2025-12-10T15:00:00.000+0000
⏳3.0 business days
🚗
Travel Added Dec 10, 8:59 AM
Type:Travel
Status:Open
Qty:97
🔧
Status: Tech On Site by Christopher MorningDec 10, 9:07 AM
From:Scheduled
To:Tech On Site
Duration in Previous:1d 23h
⏱️
▶
2
2x Labor Added Dec 10, 11:30 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From:Tech On Site
To:Completed
Duration in Previous:2h 23m
⏱️
▶
2
2x Labor Added Dec 10, 1:08 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From:Completed
To:Closed
Duration in Previous:1h 37m
⏳3.0 business days
📄
▶
2
Status: Ready to Bill Dec 12, 3:39 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From:Ready to Bill
To:Invoice Pending
Duration in Previous:4m
💰
Status: Invoiced by Nancy SuarezDec 12, 3:47 PM
From:Invoice Pending
To:Invoiced
Duration in Previous:3m
⏳2.0 business days
🧾
Invoice Created Dec 15, 7:51 AM
Invoice Number:SM-249057
Bottlenecks
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)