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WO-01324400 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Dana Farber Cancer Institute — 101 Columbian St, South Weymouth MA, 02190-1601

Dec 8, 2025 → Dec 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 12, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 12, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Dec 12 → Dec 16, 2025
2 business days (not counted)
2d
▶ Clock Running
Status: Reschedule
Dec 16 → Dec 18, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
Created: Dec 8, 2025 Completed: Dec 19, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0 / 4
Dec 8 → Dec 9 Ready for Scheduling ▶ Running 1 1 / 4
Dec 9 → Dec 9 Assigned ▶ Running 0 1 / 4
Dec 9 → Dec 12 Scheduled ▶ Running 3 4 / 4
Dec 12 → Dec 12 Tech On Site ▶ Running 0 4 / 4
Dec 12 → Dec 16 Awaiting Parts ⏸ Paused 2 —
Dec 16 → Dec 18 Reschedule ▶ Running 2 6 / 4
Dec 18 → Dec 18 Entered ▶ Running 0 6 / 4
Dec 18 → Dec 18 Assigned ▶ Running 0 6 / 4
Dec 18 → Dec 19 Scheduled ▶ Running 1 7 / 4
Dispatch 0.0d
Material Management 2.3d
Coordinators 10.3d
Field Work 0.5d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.3 days
Coordinators
10.3 days
Over SLA
Field Work
0.5 days
Billing
1.8 days
Created: Dec 8, 2025 Due: Dec 23, 2025 Completed: Dec 19, 2025 (4 days early)
📅
9.4 days Total Age
⏱️
8.3d in Closed Longest Stage
🔄
15 transitions Status Changes
⚠️
11.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Dec 12, 2025
Visit 2 Dec 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549708
Midmark Service Request Dispatch Authorization - WO-00135953
Closed
Zone 1 WD / table power up but no functions ADDITIONAL NOTES Exam room 3. Please contact mobile number. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742620 015-3208-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marcie Devlin
Owner
Sherry Reich
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324400 (current) Invoiced
Repair • David Cavaco
Created: Dec 8, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 8.3 days stuck in "Closed"
⏱️
Total Delay 11.4 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
1.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
2.3d / 3.0d SLA
Reschedule
2.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
10.7d / 1.0d SLA
WO Correction Needed
1.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5 SRogers: SRA corrected and moved back to closed. Thank you.

01/05/2026 NSuarez SRA is missing PCR Codes Problem change, Cause Change and Resolution change.

1/2 SRogers: WO Correction should not count against assigned tech - correction is for the first visit (which was conducted by another tech). Correction issue will be addressed shortly.

01/02/2025 NSuarez SRA for date of service 12/12/25 is missing.

12/18 KSmith -- Scheduled for tomorrow with Marcie. 10am-12pm

Please be they contact me at (978) 457-5563 on arrival and departure.  

12/17 KSmith -- Marcie advised parts arrived. Provided Friday for a scheduled date and am awaiting response. (DC)

12/16 KHardison: No ETA. Updated due date.

Ship To Name: Dana Farber Cancer Institute Ship To Address: 101 Columbian St Ship To City/State: South Weymouth, MA 02190-1601 Waybill (Tracking #): 1ZE444250172035973 Carrier: UPS-Air-Next Day Air LINE NO: 1.1 QTY: 8 ITEM: 015-0346-61 SERIAL #: DESCRIPTION: FUSE, TYPE T, SLO-BLO, 8A 250V LINE NO: 2.1 QTY: 4 ITEM: 015-0346-62 SERIAL #: DESCRIPTION: FUSE, TYPE T, SLO-BLO, 6.3A 250V LINE NO: 3.1 QTY: 4 ITEM: 015-0346-60 SERIAL #: DESCRIPTION: FUSE, TYPE T, SLO-BLO, 0.250A 250V LINE NO: 4.1 QTY: 1 ITEM: 002-10083-01 SERIAL #: DESCRIPTION: KIT, 225/627 MAIN PC BOARD LINE NO: 5.1 QTY: 1 ITEM: 015-0639-00 SERIAL #: DESCRIPTION: AC CONNECTOR RECEPTACLE

12/9 KHardison:

1ZE444250170739761

 Delivered On

Tuesday, December 09 at 12:42 P.M.


12/9 KSmith -- Scheduled for Friday with Marcie. 1-3pm

Please have the technician call me when he arrives and when the job is complete. The phone number to reach me at 978-457-5563.

12/9 KSmith -- Sent email to schedule for Friday

12/9/25 SReich

Order No: 742620 Customer PO No: SR1504166 Customer: Midmark No Charge Service Request NO: 1504166 Ship To Name: Dana Farber Cancer Institute Ship To Address: 101 Columbian St Ship To City/State: South Weymouth, MA 02190-1601 Waybill (Tracking #): 1ZE444250170739761 Carrier: UPS-Air-Next Day Air 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


12/8/25 SReich - Left a vm, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
12/12 PBonang: Checked fuse on board and fuse is blown. Went and got fuse from hardware store and noticed to power to board. Midmark sending parts. 12/19 DC Replaced Main PCBA and 3 input fusses. I then performed a full function test of the unit.
🔍 Technician Findings
12/12 PBonang: Noticed fuse on board blown as well as the power input fuses due to a possible bad board
⚠️ Problem Description
Zone 1 WD / table power up but no functions ADDITIONAL NOTES Exam room 3. Please contact mobile number. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742620 015-3208-00 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Dec 8, 11:19 AM
Case Number: 00549708
Subject: Midmark Service Request Dispatch Authorization - WO-00135953
Status: Closed
📋
▶
2 Work Order Created Dec 8, 3:52 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 9, 8:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 23m
🗓️
▶
2 Status: Scheduled Dec 9, 9:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-12T18:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Paul Bonang Dec 12, 12:33 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 2h
📦
▶
2 Parts Requested Dec 12, 4:35 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Paul Bonang
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 2m
⏱️
5x Labor Added Dec 12, 4:40 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.25, 1.75, 62, 65
⏳ 2.9 business days
🔄
Status: Reschedule by Kourtney Smith Dec 16, 1:07 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 20h
⏳ 3.0 business days
🆕
▶
3 Status: Entered Dec 18, 8:34 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-19T16:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 18, 5:28 PM
Scheduled For: 2025-12-19T20:00:00.000+0000
⏱️
▶
3 5x Labor Added Dec 19, 4:10 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled
To: Completed
Duration in Previous: 1d 7h
🏁
Status: Closed by DAVID CAVACO
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 9.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 2, 12:48 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 13d 20h
⏳ 2.0 business days
🏁
Status: Closed by Paul Bonang Jan 5, 7:47 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 18h
✏️
Status: WO Correction Needed by Nancy Suarez Jan 5, 10:56 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 3h 9m
🏁
Status: Closed by Shawn Rogers Jan 5, 11:23 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 26m
📄
▶
3 Status: Ready to Bill Jan 6, 10:25 AM
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-250554

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.9 business hours
Closed
Duration: 8.3 business days (threshold: 1.0 business days)
Exceeded by 7.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.6 business hours

🔗 Related Artifacts

📞
Case 00549708
Closed
📦
Parts Order 00086719
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Cavaco
Scheduled
Dec 19, 3:00 PM
Created
Dec 8, 3:52 PM
Invoice #
SM-250554

Work Details (10)

Name Type Status Qty Amount Date
WL-03036265 Labor Open 1.5 $0.00 Dec 12, 4:40 PM
WL-03036266 Labor Open 2.25 $247.50 Dec 12, 4:40 PM
WL-03036267 Labor Open 1.75 $0.00 Dec 12, 4:40 PM
WL-03036268 Travel Open 62 $110.00 Dec 12, 4:40 PM
WL-03036269 Travel Open 65 $0.00 Dec 12, 4:40 PM
WL-03043719 Labor Open 1.5 $0.00 Dec 19, 4:10 PM
WL-03043720 Labor Open 1.5 $165.00 Dec 19, 4:10 PM
WL-03043721 Labor Open 1.5 $0.00 Dec 19, 4:10 PM
WL-03043722 Travel Open 38 $110.00 Dec 19, 4:10 PM
WL-03043723 Travel Open 42 $0.00 Dec 19, 4:10 PM

Details