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WO-01324573 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Providence Health and Services — 12442 SW Scholls Ferry Rd, Ste 100, Portland OR, 97223

Dec 9, 2025 → Dec 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 15, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 18, 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
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 10 → Dec 10, 2025
0 business days (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 16, 2025
4 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: Tech On Site
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Dec 9, 2025 Completed: Dec 18, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (7 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 10 Awaiting Parts - Customer ⏸ Paused 0 —
Dec 10 → Dec 16 Ready for Scheduling ▶ Running 4 5 / 4
Dec 16 → Dec 18 Scheduled ▶ Running 2 7 / 4
Dec 18 → Dec 18 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 0.8d
Coordinators 8.5d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.8 days
Coordinators
8.5 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Dec 9, 2025 Due: Dec 17, 2025 Completed: Dec 20, 2025 (2 days late)
📅
8.5 days Total Age
⏱️
7.0d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
10.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550065
Midmark Service Request Dispatch Authorization - WO-00136462
Closed
Zone 1 MGIV Wireless control issues. ADDITIONAL NOTES Contact Candice Eide, 503-216-9200, and Candice.Eide@providence.org to schedule service - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742880 002-10369-00 1.00000 Ship Exchanged Open 742880 002-10050-03 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kassidy Toten
Owner
Sherry Reich
Created
Dec 9, 2025
Work Orders from this Case (4)
WO-01324573 (current) Invoiced
Repair • Jason Morris
Created: Dec 9, 2025 • Closed: Dec 19, 2025
WO-01324575 Invoiced
Repair • Jason Morris
Created: Dec 9, 2025 • Closed: Dec 18, 2025
WO-01324576 Invoiced
Repair • Jason Morris
Created: Dec 9, 2025 • Closed: Dec 18, 2025
WO-01324577 Invoiced
Repair • Jason Morris
Created: Dec 9, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 7.0 days stuck in "Closed"
⏱️
Total Delay 10.8 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
4.7d / 1.0d SLA
Assigned
1.1d / 0.5d SLA
Awaiting Parts - Customer
0.8d
Scheduled
2.7d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
1.2d / 1.0d SLA
Closed
7.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/19/25 CDempsey- contacted Jason about closing this serviced wo.

12-16 Mburris called spoke with Marrisa and set appt for 12-18 10am 

12-15 Mburris called LM on Vmail

12-12 Mburris email sent to POC looking for 9am 12-17

12-12 Mburris called LM on Vmail 

12-12 Mburris

1ZE444250371827768

1 of 5 Piece Shipment

Estimated delivery

Tuesday, December 16 by 9:00 P.M.

The next progress update is expected by Tuesday, December 16


12/10/25 SReich

Order No: 742880 Customer PO No: SR1504452 Customer: Midmark No Charge Service Request NO: 1504452 Ship To Name: Providence Health and Services Ship To Address: 12442 SW Scholls Ferry Rd Ste 100 Ship To City/State: PORTLAND, OR 97223 Waybill (Tracking #): 1ZE444250371827768 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 10-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10050-03 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRED, 626 LINE NO: 2.1 QTY: 1 ITEM: 002-10050-03 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRED, 626 LINE NO: 3.1 QTY: 1 ITEM: 002-10050-03 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRED, 626 LINE NO: 4.1 QTY: 1 ITEM: 002-10050-03 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRED, 626 LINE NO: 5.1 QTY: 1 ITEM: 002-10369-00 SERIAL #: DESCRIPTION: KIT, 626 WIRED SCALE CONTROL UPGRADE LINE NO: 6.1 QTY: 1 ITEM: 002-10369-00 SERIAL #: DESCRIPTION: KIT, 626 WIRED SCALE CONTROL UPGRADE LINE NO: 7.1 QTY: 1 ITEM: 002-10369-00 SERIAL #: DESCRIPTION: KIT, 626 WIRED SCALE CONTROL UPGRADE LINE NO: 8.1 QTY: 1 ITEM: 002-10369-00 SERIAL #: DESCRIPTION: KIT, 626 WIRED SCALE CONTROL UPGRADE





12/9/25 SReich - Tried calling the location, held for six minutes, sending an email.  

🔧 Work Performed
Installed scale board. Converted from wireless to wired. Verified sacale calibration.
🔍 Technician Findings
Exam chair needs converted from wireless to wired.
⚠️ Problem Description
Zone 1 MGIV Wireless control issues. ADDITIONAL NOTES Contact Candice Eide, 503-216-9200, and Candice.Eide@providence.org to schedule service - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742880 002-10369-00 1.00000 Ship Exchanged Open 742880 002-10050-03 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 9, 9:33 AM
Case Number: 00550065
Subject: Midmark Service Request Dispatch Authorization - WO-00136462
Status: Closed
📋
Work Order Created Dec 9, 2:52 PM
Work Order: WO-01324573
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Dec 9, 3:02 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Dec 9, 6:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 3m
👤
Status: Awaiting Parts - Customer by Michael Burris Dec 10, 9:38 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 15h 32m
📅
Status: Ready for Scheduling by Sherry Reich Dec 10, 4:21 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6h 42m
⏳ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 16, 1:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-18T18:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jason Morris Dec 18, 3:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
⏱️
Labor Added Dec 18, 3:46 PM
Type: Labor
Status: Open
Qty: 0.75
✔️
Status: Completed by Jason Morris Dec 18, 5:24 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 6m
⏳ 1.8 business days
🏁
Status: Closed by Jason Morris Dec 19, 8:25 PM
From: Completed
To: Closed
Duration in Previous: 1d 3h
⚠️ 7.4 business days
📄
▶
3 Status: Ready to Bill Dec 31, 2:33 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-250254

Bottlenecks

Assigned
Duration: 1.1 business days (threshold: 4.0 business hours)
Exceeded by 4.9 business hours
Ready for Scheduling
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Closed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00550065
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Dec 18, 1:00 PM
Created
Dec 9, 2:52 PM
Invoice #
SM-250254

Work Details (1)

Name Type Status Qty Amount Date
WL-03042222 Labor Open 0.75 $82.50 Dec 18, 3:46 PM

Details