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WO-01324456 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Westmed — 171 Huguenot St, Ste 107, New Rochelle NY, 10801-7760

Dec 9, 2025 → Dec 24, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 15, 2025
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Closed
Dec 11 → Dec 14, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Reschedule
Dec 14 → Dec 16, 2025
2 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 18, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Completed
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Reschedule
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 19 → Dec 24, 2025
3 business days (counted)
Running total: 11 of 4 biz days used
Created: Dec 9, 2025 Completed: Dec 24, 2025
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0 / 4
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 0 / 4
Dec 9 → Dec 10 Assigned ▶ Running 1 1 / 4
Dec 10 → Dec 11 Scheduled ▶ Running 1 2 / 4
Dec 11 → Dec 11 Completed ▶ Running 0 2 / 4
Dec 11 → Dec 14 Closed ▶ Running 1 3 / 4
Dec 14 → Dec 16 Reschedule ▶ Running 2 5 / 4
Dec 16 → Dec 18 Scheduled ▶ Running 2 7 / 4
Dec 18 → Dec 18 Completed ▶ Running 0 7 / 4
Dec 18 → Dec 19 Reschedule ▶ Running 1 8 / 4
Dec 19 → Dec 24 Scheduled ▶ Running 3 11 / 4
Dispatch 0.0d
Coordinators 13.7d
Field Work 0.1d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.7 days
Over SLA
Field Work
0.1 days
Billing
1.3 days
Created: Dec 9, 2025 Due: Dec 19, 2025 Completed: Dec 24, 2025 (4 days late)
📅
12.0 days Total Age
⏱️
5.5d in Closed Longest Stage
🔄
19 transitions Status Changes
⚠️
9.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
Visit 1 Dec 11, 2025
Visit 2 Dec 18, 2025
Visit 3 Dec 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549845
Midmark Service Request Dispatch Authorization - WO-00135976
Closed
Zone 1 WD/unstable base For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sean Baker-Doran
Owner
Jessica Sells
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324456 (current) Invoiced
Repair • Darrell Hope
Created: Dec 9, 2025 • Closed: Dec 24, 2025
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 5.5 days stuck in "Closed"
⏱️
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
0.3d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
8.4d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
10.2d / 1.0d SLA
Reschedule
3.1d / 2.0d SLA
WO Correction Needed
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5/2025 NSuarez Missing SRA for date of service 12/11/2025 and 12/24/2025.

12/19/25 RBerry- Received confirmation from Sean Baker-Doran to schedule for 12/24/25 with arrival time between 8-10AM. See logged email.


12/19/25 RBerry- Emailed Sean Baker-Doran to schedule for 12/24/25 with arrival time between 8-10AM. Waiting for confirmation. See logged email.


12/19/25 RBerry- Called Sean Baker-Doran to schedule. Phone rings a couple of times then busy tone. 


12/19/25 RBerry- Per teams message from SRogers, technician was turned away yesterday due to patients. Site advised Wednesdays are best.


12/19/25 RBerry- Sent teams message to SRogers stating: Shawn Rogers Can you help me understand the follow up notes on WO-01324456? 12/18, dhope, need to reschedule WEDNESDAYS ONLY WEDNESDAYS ONLY!!!!! Was he able to complete any work? Are additional parts needed? Could he not complete anything due to the day it was scheduled on? The site confirmed Thursday so I'm a bit confused on this one. 


12/16 KSmith -- Scheduled for 12/18 with Sean. 1-3pm

12/16 KSmith -- Sent email to schedule for Thursday

12/15/25 RBerry- Updated due date based on parts. Removed delay code.


12/15 KSmith -- Sent email to schedule for Wednesday

12/12/2025jsells

Ship To Name: Westmed Ship To Address: 171 Huguenot St Ste 107 Ship To City/State: NEW ROCHELLE, NY 10801-7760 Waybill (Tracking #): 1ZE444250372887139 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 020-10140-00-312 SERIAL #: DESCRIPTION: FRONT COVER, UPT, PATIENT RIGHT LINE NO: 2.1 QTY: 1 ITEM: 020-10139-00-312 SERIAL #: DESCRIPTION: FRONT COVER, UPT, PATIENT LEFT LINE NO: 3.1 QTY: 2 ITEM: 040-0010-47 SERIAL #: DESCRIPTION: SCR PNH 0.190-24 X 0.375 PHILLIPS TYPE TT MAG520 TAPTITE MUST BE ROHS COMPLIANT


12/10 KSmith -- Scheduled for tomorrow with Sean. 11am-1pm.

12/10 KSmith -- Rings for 30 seconds then gives a busy signal. Sending email to schedule for tomorrow

12/9 KSmith -- Rings and then gives a busy signal. Sending email to schedule for Thursday

12/9/2025jsells

no answer, no voicemail set up sending an email

🔧 Work Performed
12/11, dhope, inspected chair for damage, reported findings to Dr customer, called into Midmark to report issues, confirmed parts order with Midmark rep, ,,, 12/24, dhope, replaced covers,
🔍 Technician Findings
12/11, dhope, found unstable base issue solved upon arrival by unkown... further inspection found base covers attach points broken... 12/24, dhope, returned to site for repair, parts on site,,
⚠️ Problem Description
Zone 1 WD/unstable base For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 646 (Series) Podiatry Procedures Chair

Timeline

📞
Case Linked Dec 8, 3:19 PM
Case Number: 00549845
Subject: Midmark Service Request Dispatch Authorization - WO-00135976
Status: Closed
📋
▶
2 Work Order Created Dec 9, 9:19 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Dec 9, 11:45 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 21m
🗓️
▶
2 Status: Scheduled Dec 10, 11:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-11T17:00:00.000+0000
⏳ 2.0 business days
✔️
Status: Completed by Darrell Hope Dec 11, 4:58 PM
From: Scheduled
To: Completed
Duration in Previous: 1d 5h
⏱️
▶
2 5x Labor Added Dec 11, 5:33 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 34m
⏳ 1.8 business days
🔄
Status: Reschedule by Kourtney Smith Dec 14, 4:24 PM
From: Closed
To: Reschedule
Duration in Previous: 2d 22h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 16, 10:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-18T19:00:00.000+0000
⏳ 3.0 business days
✔️
▶
2 Status: Completed Dec 18, 6:07 PM
Status: Completed → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.2333333333333, 0.98333333333333, 100
🗓️
▶
2 Status: Scheduled Dec 19, 3:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-24T13:30:00.000+0000
⏳ 4.0 business days
✔️
▶
2 Status: Completed Dec 24, 3:10 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.4833333333333, 0.48333333333333
🏁
Status: Closed by Darrell Hope Dec 24, 3:15 PM
From: Completed
To: Closed
Duration in Previous: 5m
⚠️ 6.0 business days
✏️
Status: WO Correction Needed by Diane Patton Jan 2, 5:11 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 9d 1h
🏁
Status: Closed by Darrell Hope Jan 2, 5:35 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 23m
⏳ 1.8 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 5, 1:48 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 20h
🏁
Status: Closed by Darrell Hope Jan 5, 5:11 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 3h 22m
✏️
Status: WO Correction Needed by Nancy Suarez Jan 6, 11:13 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 18h 2m
🏁
Status: Closed by Darrell Hope Jan 6, 6:11 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 58m
📄
▶
2 Status: Ready to Bill Jan 7, 9:50 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 34.0 business days
🧾
Invoice Created Feb 25, 6:45 PM
Invoice Number: SM-250646

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours

🔗 Related Artifacts

📞
Case 00549845
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hope
Scheduled
Dec 24, 8:30 AM
Created
Dec 9, 9:19 AM
Invoice #
SM-250646

Work Details (14)

Name Type Status Qty Amount Date
WL-03034758 Labor Open 1.9833333333333 $0.00 Dec 11, 5:33 PM
WL-03034759 Labor Open 0.73333333333333 $55.00 Dec 11, 5:33 PM
WL-03034760 Labor Open 0.73333333333333 $0.00 Dec 11, 5:33 PM
WL-03034761 Travel Open 32 $110.00 Dec 11, 5:33 PM
WL-03034762 Travel Open 8 $0.00 Dec 11, 5:33 PM
WL-03042475 Labor Open 2.2333333333333 $0.00 Dec 18, 6:11 PM
WL-03042476 Labor Open 0.98333333333333 $0.00 Dec 18, 6:11 PM
WL-03042477 Travel Open 100 $0.00 Dec 18, 6:11 PM
WL-03042478 Travel Open 8 $110.00 Dec 18, 6:11 PM
WL-03047465 Labor Open 0.5 $0.00 Dec 24, 3:14 PM
WL-03047466 Labor Open 1.4833333333333 $165.00 Dec 24, 3:14 PM
WL-03047467 Labor Open 0.48333333333333 $0.00 Dec 24, 3:14 PM
WL-03047468 Travel Open 8 $110.00 Dec 24, 3:14 PM
WL-03047469 Travel Open 8 $0.00 Dec 24, 3:14 PM

Details