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WO-01326392 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Crossover Health — 188 106th Ave NE Ste 402, Bellevue WA, 98004-6896

Dec 12, 2025 → Dec 22, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 18, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 23, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 12 → Dec 15, 2025
1 business day (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 18, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 22, 2025
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Dec 12, 2025 Completed: Dec 23, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0 / 4
Dec 12 → Dec 12 Ready for Scheduling ▶ Running 0 0 / 4
Dec 12 → Dec 12 Assigned ▶ Running 0 0 / 4
Dec 12 → Dec 15 Awaiting Parts - Customer ⏸ Paused 1 —
Dec 15 → Dec 18 Ready for Scheduling ▶ Running 3 3 / 4
Dec 18 → Dec 22 Scheduled ▶ Running 2 5 / 4
Dec 22 → Dec 23 Tech On Site ▶ Running 1 6 / 4
Dispatch 0.0d
Material Management 1.2d
Coordinators 7.3d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.2 days
Coordinators
7.3 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Dec 12, 2025 Due: Dec 22, 2025 Completed: Dec 23, 2025 (on time)
📅
6.6 days Total Age
⏱️
7.0d in Closed Longest Stage
🔄
11 transitions Status Changes
⚠️
10.0d 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 #00551367
Midmark Service Request Dispatch Authorization - WO-00137322
Closed
Travel Zone 1 PROBLEM SUMMARY NWD wireless to wired controls SPECIAL BILLING ADDITIONAL NOTES Parts are needing to be shipped to ISO. 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! PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 743924 002-10369-00 1.00000 Ship Exchanged Open 743924 002-10050-03 1.00000 ***The customer for this SR is needing the parts be shipped to the dispatched EMSAR location to complete this repair. The parts will need to be brought to the site by the technician upon arriving. The location the parts will be shipping to is: 14410 158th Pl SE, RENTON, WA 98059-7432. Please contact the customer to schedule service once the parts arrive.***
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Shelby Robinson
Created
Dec 12, 2025
Work Orders from this Case (3)
WO-01326391 Invoiced
Repair • Tim Holman
Created: Dec 12, 2025 • Closed: Dec 22, 2025
WO-01326392 (current) Invoiced
Repair • Tim Holman
Created: Dec 12, 2025 • Closed: Dec 22, 2025
WO-01326393 Invoiced
Repair • Tim Holman
Created: Dec 12, 2025 • Closed: Dec 22, 2025
Completed with minor delays
Invoiced • 82 days old
🚨
Primary Delay 7.0 days stuck in "Closed"
⏱️
Total Delay 10.0 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
4.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
1.2d
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
7.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-18 Mburris email from POC Edgar to set on 12-22 with an arrival window between 9am and 10:30am.

12-18 Mburris email sent to POC looking for 12-22 9am

12/12/2025 SRobinson- Called Edgar Chavez, 925-234-6755. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
Replace remote controls with corded foot and hand controls. install corded PCB, calibrate, test with success.
🔍 Technician Findings
remote issues. need to wait for rooms to open up between patients.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD wireless to wired controls SPECIAL BILLING ADDITIONAL NOTES Parts are needing to be shipped to ISO. 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! PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 743924 002-10369-00 1.00000 Ship Exchanged Open 743924 002-10050-03 1.00000 ***The customer for this SR is needing the parts be shipped to the dispatched EMSAR location to complete this repair. The parts will need to be brought to the site by the technician upon arriving. The location the parts will be shipping to is: 14410 158th Pl SE, RENTON, WA 98059-7432. Please contact the customer to schedule service once the parts arrive.***
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 12, 12:37 PM
Case Number: 00551367
Subject: Midmark Service Request Dispatch Authorization - WO-00137322
Status: Closed
📋
▶
2 Work Order Created Dec 12, 2:59 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Status: Assigned Dec 12, 5:29 PM
Status: Assigned → Technician Assigned → Status: Awaiting Parts - Customer
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 1.8 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 15, 10:24 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2d 16h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 18, 11:18 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-22T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Michael Burris Dec 22, 8:16 AM
Scheduled For: 2025-12-22T16:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Dec 22, 1:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
⏱️
Labor Added Dec 22, 2:41 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Tim Holman Dec 22, 7:27 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 27m
🏁
Status: Closed by Tim Holman Dec 22, 7:33 PM
From: Completed
To: Closed
Duration in Previous: 6m
⚠️ 7.6 business days
📄
▶
2 Status: Ready to Bill Jan 2, 4:48 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
💰
▶
2 Status: Invoiced Jan 2, 4:54 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250439

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.7 business hours
Closed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00551367
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Dec 22, 11:00 AM
Created
Dec 12, 2:59 PM
Invoice #
SM-250439

Work Details (1)

Name Type Status Qty Amount Date
WL-03045288 Labor Open 1 $110.00 Dec 22, 2:41 PM

Details