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WO-01324051 ↗ ServiceMax

MIDMARK • Repair • P4

📍 CommonSpirit St. Vincent — 16221 Saint Vincent Way, Ste 300, Little Rock AR, 72223-9072

Dec 5, 2025 → Dec 17, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 11, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 8, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 8 → Dec 9, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Dec 10 → Dec 11, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 18, 2025
5 business days (counted)
Running total: 7 of 4 biz days used
Created: Dec 5, 2025 Completed: Dec 18, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 5 → Dec 5 Created ▶ Running 0 0 / 4
Dec 5 → Dec 5 Ready for Scheduling ▶ Running 0 0 / 4
Dec 5 → Dec 5 Assigned ▶ Running 0 0 / 4
Dec 5 → Dec 8 Scheduled ▶ Running 1 1 / 4
Dec 8 → Dec 8 Tech On Site ▶ Running 0 1 / 4
Dec 8 → Dec 9 Awaiting Parts ⏸ Paused 1 —
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 1 / 4
Dec 9 → Dec 10 Assigned ▶ Running 1 2 / 4
Dec 10 → Dec 11 Awaiting Parts ⏸ Paused 1 —
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 2 / 4
Dec 11 → Dec 11 Assigned ▶ Running 0 2 / 4
Dec 11 → Dec 18 Scheduled ▶ Running 5 7 / 4
Dispatch 0.0d
Material Management 4.0d
Coordinators 8.5d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
8.5 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Dec 5, 2025 Due: Dec 18, 2025 Completed: Dec 18, 2025 (on time)
📅
9.2 days Total Age
⏱️
8.0d in Closed Longest Stage
🔄
14 transitions Status Changes
⚠️
10.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Christopher Carroll — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 8, 2025
Visit 2 Dec 9, 2025
Visit 3 Dec 12, 2025
Visit 4 Dec 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549022
Midmark Service Request Dispatch Authorization - WO-00134971
Closed
Zone 1 WD No base function ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
James Basilico
Owner
Sherry Reich
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01324051 (current) Invoiced
Repair • Christopher Carroll
Created: Dec 5, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 89 days old
🚨
Primary Delay 8.0 days stuck in "Closed"
⏱️
Total Delay 10.3 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
0.8d / 1.0d SLA
Assigned
0.7d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Awaiting Parts
4.0d / 3.0d SLA
Closed
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12/2025jsells

UPS Exception Notification, Tracking Number 1ZE444251371104645

The status of your package has changed.

Estimated deliveryToday, December 12 by 9:00 P.M


12/11 MOwens Called and spoke to James and told him the parts should arrive Tomorrow 12/12 by mid day

12/11/2025 SRobinson- Order No: 743096

Customer PO No: SR1502680

Customer: Midmark No Charge

Service Request NO: 1502680

Ship To Name: CommonSpirit St Vincent

Ship To Address: 16221 Saint Vincent Way Ste 300   

Ship To City/State: Little Rock, AR 72223-9072

Waybill (Tracking #): 1ZE444251371104645

Carrier: UPS-Air-Next Day Air Saver

  

The following items have shipped from Midmark Corporation on: 11-DEC-2025


LINE NO: 1.1 QTY: 5 ITEM: 015-0346-62 SERIAL #: DESCRIPTION: FUSE, TYPE T, SLO-BLO, 6.3A 250V


LINE NO: 2.1 QTY: 1 ITEM: 002-10083-01 SERIAL #: DESCRIPTION: KIT, 225/627 MAIN PC BOARD


12/09/2025 LHill-spoke with James at (402) 689-7524. He advised that tech had already called and will be out today to get it repaired.


12/09/2025 LHill-called 402) 689-7524 for James Basilico. Was unable to leave a message.


12/09/2025 LHill-Per meeting with Matt Bateman-Try to schedule this for Friday morning for Chris Carroll.


12/9/25 SReich

Your shipment

1ZE444251371847370

Estimated delivery

Today, December 09 between 11:30 A.M. - 3:30 P.M. 








Order No: 742529 Customer PO No: SR1502680 Customer: Midmark No Charge Service Request NO: 1502680 Ship To Name: CommonSpirit St. Vincent Ship To Address: 16221 Saint Vincent Way Ste 300 Ship To City/State: Little Rock, AR 72223-9072 Waybill (Tracking #): 1ZE444251371847370 Carrier: UPS-Air-Next Day Air Saver The following items have shipped from Midmark Corporation on: 08-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-3208-00 SERIAL #: DESCRIPTION: HARNESS ASSY, 225


12/8 CC arrived on site

Foot control does not function but will on other units. After much time waiting on support, gained access to board tested. Determined connections need to be replaced, support is sending parts.




12 CC Spoke w James, told him i will be there @ 7 as scheduled.


12/5 MOwens Called to speak to James Basilico. Left vm for him to call back to schedule the repair visit next week. James called back and he requested the visit for 7am on Monday 12/8.

12/5/25 SReich - Spoke to James, gave him the WO # and told him someone would be reaching out to schedule.  

🔧 Work Performed
12/17/25 Technician Findings upon arrival: Part has arrived What caused the issue: Base not function Actions Taken/Work Performed: Used manual raise to gain access. Installed part, Unit will not raise or lower but will raise & lower back. Spoke w/Nan @ support. After testing, discovered roller for raise or lower is damaged. possibly during delivery or manual raise. Final Resolution: Support is calling site to issue replacing unit. 12/12 Received tracking #, UPS stated that part would be delivered before 9 PM(!). Tech waited all day & had to leave for a flight @ 5:45 PM. Site says they usually receive @ 9am or 1 pm. Spoke with site & part arrived between 3 & 4 pm. Site was very corporative & said it would be ok to schedule next week but was frustrated that part was supposed to be ordered on the 9th & did not arrive till closing time on the 12th. rescheduled. 12/9 CC Arrived on site, part sent is the entire wiring harness. Tested foot control connection. Still does not work. Called lance @ support, said to install entire harness. While installing ran into several access problems. Customer states that if it is this big of a repair that they wanted a brand new chair. Called mark @ support. Stated it was not necessary to replace entire wiring harness for one connection that is not even working. Tested board, showing same results with new connection. Fuses do not show connectivity. Was instructed to put back together & support is senting fuses & main board. 12/8 CC arrived on site Foot control does not function but will on other units. After much time waiting on support, gained access to board tested. Determined connections need to be replaced, support is sending parts.
🔍 Technician Findings
12/17/25 Technician Findings upon arrival: Part has arrived What caused the issue: Base not function Actions Taken/Work Performed: Used manual raise to gain access. Installed part, Unit will not raise or lower but will raise & lower back. Spoke w/Nan @ support. After testing, discovered roller for raise or lower is damaged. possibly during delivery or manual raise. Final Resolution: Support is calling site to issue replacing unit.
⚠️ Problem Description
Zone 1 WD No base function ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Dec 4, 6:04 PM
Case Number: 00549022
Subject: Midmark Service Request Dispatch Authorization - WO-00134971
Status: Closed
📋
▶
2 Work Order Created Dec 5, 11:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 5, 12:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 26m
📅
▶
2 Dispatch Scheduled Dec 5, 12:17 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 9m
💵
▶
2 Expenses Added Dec 5, 1:38 PM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 1.9 business days
🔧
Status: Tech On Site by Christopher Carroll Dec 8, 7:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 19h
📦
▶
3 Parts Requested Dec 8, 9:34 AM
Parts Requested → Status: Awaiting Parts → 5x Labor Added
📦
Status: Awaiting Parts by Christopher Carroll
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 11m
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 2, 9
📅
Status: Ready for Scheduling by Sherry Reich Dec 9, 8:26 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 51m
👷
▶
2 Technician Assigned Dec 9, 2:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 59m
💵
▶
3 2x Expenses Added Dec 9, 7:26 PM
2x Expenses Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086530
Status: Closed
📦
Status: Awaiting Parts by Christopher Carroll
From: Assigned
To: Awaiting Parts
Duration in Previous: 5h 2m
⏱️
5x Labor Added Dec 9, 7:46 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2.5, 9
⏳ 2.5 business days
📅
Status: Ready for Scheduling by Shelby Robinson Dec 11, 11:28 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 15h
👷
▶
2 Technician Assigned Dec 11, 11:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20m
🗓️
▶
2 Status: Scheduled Dec 11, 12:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-12T18:00:00.000+0000
⏳ 2.0 business days
📅
▶
3 Dispatch Scheduled Dec 12, 6:45 PM
Dispatch Scheduled → Labor Added → Dispatch Scheduled
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 6
📅
Dispatch Scheduled by Christopher Carroll
Scheduled For: 2025-12-19T18:00:00.000+0000
⏳ 3.7 business days
⏱️
6x Labor Added Dec 17, 7:00 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 2, 9, 1
💵
▶
2 2x Expenses Added Dec 17, 9:25 PM
2x Expenses Added → Status: Completed
✔️
Status: Completed by Christopher Carroll
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 9h, 0m
⚠️ 8.3 business days
📄
▶
3 Status: Ready to Bill Dec 30, 3:49 PM
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-250159

Bottlenecks

Assigned
Duration: 5.0 business hours (threshold: 4.0 business hours)
Exceeded by 1.0 business hours
Scheduled
Duration: 5.1 business days (threshold: 2.0 business days)
Exceeded by 3.1 business days
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00549022
Closed
📦
Parts Order 00086383
Closed
📦
Parts Order 00086530
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Carroll
Scheduled
Dec 19, 1:00 PM
Created
Dec 5, 11:39 AM
Invoice #
SM-250159

Work Details (23)

Name Type Status Qty Amount Date
WL-03028040 Expenses Open 1 $0.00 Dec 5, 1:38 PM
WL-03028053 Expenses Open 1 $0.00 Dec 5, 1:41 PM
WL-03029908 Labor Open 0.5 $0.00 Dec 8, 9:36 AM
WL-03029909 Labor Open 2 $220.00 Dec 8, 9:36 AM
WL-03029913 Labor Open 0.5 $0.00 Dec 8, 9:37 AM
WL-03029914 Travel Open 9 $110.00 Dec 8, 9:37 AM
WL-03029915 Travel Open 9 $0.00 Dec 8, 9:37 AM
WL-03032180 Expenses Open 1 $0.00 Dec 9, 7:26 PM
WL-03032179 Parts Open 1 $0.00 Dec 9, 7:26 PM
WL-03032197 Labor Open 0.5 $0.00 Dec 9, 7:46 PM
WL-03032195 Labor Open 0.5 $0.00 Dec 9, 7:46 PM
WL-03032196 Labor Open 2.5 $275.00 Dec 9, 7:46 PM
WL-03032246 Travel Open 9 $110.00 Dec 9, 7:46 PM
WL-03032247 Travel Open 9 $0.00 Dec 9, 7:46 PM
WL-03036516 Labor Open 6 $660.00 Dec 12, 6:46 PM
WL-03041228 Labor Open 0.5 $0.00 Dec 17, 7:00 PM
WL-03041229 Labor Open 2 $220.00 Dec 17, 7:00 PM
WL-03041230 Labor Open 0.5 $0.00 Dec 17, 7:00 PM
WL-03041231 Travel Open 9 $110.00 Dec 17, 7:00 PM
WL-03041232 Travel Open 9 $0.00 Dec 17, 7:00 PM
WL-03041233 Expenses Open 1 $0.00 Dec 17, 7:00 PM
WL-03041357 Expenses Open 1 $0.00 Dec 17, 9:25 PM
WL-03041356 Parts Open 1 $0.00 Dec 17, 9:25 PM

Details