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WO-01316555 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Agape CHC — 1201 Carolina Ave, Washington NC, 27889

Nov 20, 2025 → Dec 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 26, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 20 → Dec 2, 2025
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Dec 3 → Dec 8, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 10, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Nov 20, 2025 Completed: Dec 10, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0 / 4
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0 / 4
Nov 20 → Nov 20 Assigned ▶ Running 0 0 / 4
Nov 20 → Dec 2 Awaiting Parts - Customer ⏸ Paused 6 —
Dec 2 → Dec 3 Ready for Scheduling ▶ Running 1 1 / 4
Dec 3 → Dec 8 Assigned ▶ Running 3 4 / 4
Dec 8 → Dec 10 Scheduled ▶ Running 2 6 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 6.5d
Coordinators 8.5d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.5 days
Coordinators
8.5 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 9, 2025 Completed: Dec 10, 2025 (on time)
📅
12.6 days Total Age
⏱️
6.5d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
6.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545397
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
Priority
Standard
Origin
Email
Reason
New Case
Contact
Christopher Morning
Owner
John Rolston
Created
Nov 19, 2025
Work Orders from this Case (2)
WO-01316554 Invoiced
Repair • Christopher Morning
Created: Nov 20, 2025 • Closed: Dec 10, 2025
WO-01316555 (current) Invoiced
Repair • Christopher Morning
Created: Nov 20, 2025 • Closed: Dec 10, 2025
Completed with minor delays
Invoiced • 104 days old
🚨
Primary Delay 6.5 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 6.8 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
1.5d / 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
Closed
2.9d / 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.


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 - Noticed that the shroud had been fixed . Contacted POC Freeman Daniels about what was found and it was stated that Midmark had sent another tech out to finish perform another service for them and the tech fixed the chair.
🔍 Technician Findings
12-10-25 CTM - Perform repair on Midmark table by replacing shroud . 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, 910-494-440 - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution UPHOLSTERY ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

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-01316555
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by John Rolston Nov 20, 1:58 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 9m
👷
▶
2 Technician Assigned Nov 20, 2:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 49m
👤
Status: Awaiting Parts - Customer by Melissa Owens Nov 20, 2:55 PM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 6m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Dec 2, 4:08 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 12d 1h
👷
▶
2 Technician Assigned Dec 3, 10:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 7m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 8, 9:18 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-10T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Christopher Morning Dec 10, 9:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
✔️
Status: Completed by Christopher Morning Dec 10, 11:26 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 17m, 0m
⏳ 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: 3m
💰
▶
2 Status: Invoiced Dec 12, 3:47 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
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: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00545397
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Morning
Scheduled
Dec 10, 10:00 AM
Created
Nov 20, 1:49 PM
Invoice #
SM-249057

Details