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WO-01316729 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Dr Kenneth Whitworth — 41619 Margarita Rd, Ste 102, Temecula, CA, 92591-2985

Nov 21, 2025 → Dec 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 1, 2025
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Reschedule
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 9, 2025
6 business days (counted)
Running total: 10 of 4 biz days used
Created: Nov 21, 2025 Completed: Dec 9, 2025
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 21 → Nov 21 Created ▶ Running 0 0 / 4
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 0 / 4
Nov 21 → Nov 21 Assigned ▶ Running 0 0 / 4
Nov 21 → Dec 1 Scheduled ▶ Running 4 4 / 4
Dec 1 → Dec 1 Reschedule ▶ Running 0 4 / 4
Dec 1 → Dec 9 Scheduled ▶ Running 6 10 / 4
Dispatch 0.0d
Coordinators 11.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
11.6 days
Over SLA
Billing
0.0 days
Created: Nov 21, 2025 Due: Dec 4, 2025 Completed: Dec 9, 2025 (4 days late)
📅
10.5 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
9.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545899
Midmark Service Request Dispatch Authorization - WO-00130497
Closed
Zone 2 NWD / broken chair arm Spoke to Michael Harris about this dispatch needing service ASAP. If Roxanne is not available, please ask for Alexa to schedule. 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
High
Origin
Email
Reason
New Case
Contact
Roxanne Seltzer
Owner
Jessica Sells
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316729 (current) Invoiced
Repair • Kwame Cobb
Created: Nov 21, 2025 • Closed: Dec 9, 2025
Completed with minor delays
Invoiced • 103 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 9.1 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
11.5d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-1 Mburris called and set appt with POC

11/25/2025jsells

Ship To Name: Dr Kenneth Whitworth Ship To Address: 41619 Margarita Rd Ste 102 Ship To City/State: Temecula, CA 92591-2985 Waybill (Tracking #): 1ZE444250172940422 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 25-NOV-2025 LINE NO: 1.2 QTY: 1 ITEM: 030-1661-00 SERIAL #: DESCRIPTION: BACK RAIL WLDMNT


11/25/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250171417482

The status of your package has changed.

delivered 11/25/2025

11-21 Mburris called site and set appt with POC 

11/21/2025jsells

spoke with Nicole, and I gave the wo # and told them someone will call to schedule the visit

🔧 Work Performed
Identified that the backrest side rails on both sides of the chair are broken. Contacted Midmark Technical Support to verify and obtain the correct part numbers. Received customer authorization to proceed with replacement. Midmark has processed the order, and the replacement parts are scheduled for overnight shipment directly to the customer.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Zone 2 NWD / broken chair arm Spoke to Michael Harris about this dispatch needing service ASAP. If Roxanne is not available, please ask for Alexa to schedule. 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 641 (Series) Power Procedures Chair

Timeline

📞
Case Linked Nov 21, 11:36 AM
Case Number: 00545899
Subject: Midmark Service Request Dispatch Authorization - WO-00130497
Status: Closed
📋
▶
2 Work Order Created Nov 21, 2:38 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
👷
▶
4 Status: Assigned Nov 21, 2:52 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: a0h6e00000II9UBAA1, Kwame Cobb
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-24T22:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Nov 25, 12:04 AM
5x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔄
Status: Reschedule by Nicholas Willick Dec 1, 10:38 AM
From: Scheduled
To: Reschedule
Duration in Previous: 9d 19h
🗓️
▶
2 Status: Scheduled Dec 1, 10:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-01T18:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Dec 1, 11:44 AM
Scheduled For: 2025-12-02T21:00:00.000+0000, 2025-12-02T21:30:00.000+0000
⚠️ 7.0 business days
✔️
Status: Completed by Kwame Cobb Dec 9, 2:13 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 3h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 11, 4:22 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
💰
Status: Invoiced by Nancy Suarez Dec 11, 4:27 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 34.9 business days
🧾
Invoice Created Feb 2, 10:36 AM
Invoice Number: SM-248800

Bottlenecks

Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00545899
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Dec 2, 4:30 PM
Created
Nov 21, 2:38 PM
Invoice #
SM-248800

Work Details (6)

Name Type Status Qty Amount Date
WL-03019383 Labor Open 1.5 $0.00 Nov 25, 12:04 AM
WL-03019384 Labor Open 1.5 $165.00 Nov 25, 12:04 AM
WL-03019385 Labor Open 2 $0.00 Nov 25, 12:04 AM
WL-03019386 Travel Open 60 $110.00 Nov 25, 12:04 AM
WL-03019387 Travel Open 110 $0.00 Nov 25, 12:04 AM
WL-03019392 Expenses Open 1 $0.00 Nov 25, 12:09 AM

Details