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← WO Overview

WO-01328142 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Providence Health and Services — 1801 Lind Ave SW, Renton WA, 98057

Dec 26, 2025 → Feb 5, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 2, 2026
✗ SLA Missed (9 biz days late)
Active: 13 biz days
Paused: 14 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 5, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Dec 26 → Dec 30, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 30 → Dec 31, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸12d
⏸ Clock Paused
Status: Awaiting Parts
Dec 31 → Jan 20, 2026
12 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 23, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Jan 23 → Jan 27, 2026
2 business days (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Feb 2, 2026
4 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 5, 2026
3 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 13 of 4 biz days used
Created: Dec 26, 2025 Completed: Feb 5, 2026
Business Days Used 13 / 4
0 4d budget +9d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 26 → Dec 26 Created ▶ Running 0 0 / 4
Dec 26 → Dec 26 Ready for Scheduling ▶ Running 0 0 / 4
Dec 26 → Dec 30 Assigned ▶ Running 2 2 / 4
Dec 30 → Dec 31 Scheduled ▶ Running 1 3 / 4
Dec 31 → Dec 31 Tech On Site ▶ Running 0 3 / 4
Dec 31 → Jan 20 Awaiting Parts ⏸ Paused 12 —
Jan 20 → Jan 20 Ready for Scheduling ▶ Running 0 3 / 4
Jan 20 → Jan 23 Scheduled ▶ Running 3 6 / 4
Jan 23 → Jan 27 Awaiting Parts ⏸ Paused 2 —
Jan 27 → Feb 2 Ready for Scheduling ▶ Running 4 10 / 4
Feb 2 → Feb 5 Scheduled ▶ Running 3 13 / 4
Feb 5 → Feb 5 Tech On Site ▶ Running 0 13 / 4
Dispatch 0.0d
Material Management 15.7d
Coordinators 16.1d
Field Work 0.5d
Billing 2.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
15.7 days
Over SLA
Coordinators
16.1 days
Over SLA
Field Work
0.5 days
Billing
2.6 days
Over SLA
Created: Dec 26, 2025 Due: Feb 3, 2026 Completed: Feb 6, 2026 (2 days late)
📅
28.0 days Total Age
⏱️
12.7d in Awaiting Parts Longest Stage
🔄
18 transitions Status Changes
⚠️
21.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 31, 2025
Visit 2 Jan 22, 2026
Visit 3 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554293
Midmark Service Request Dispatch Authorization - WO-00141964
Closed
Zone 1 NWD/Chair is just beeping - Special Billing Unit is located in Hallway C Room 12. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tamara Colon
Owner
Jessica Sells
Created
Dec 26, 2025
Work Orders from this Case (1)
WO-01328142 (current) Invoiced
Repair • Tim Holman
Created: Dec 26, 2025 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 68 days old
🚨
Primary Delay 12.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 21.3 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
4.6d / 1.0d SLA
Assigned
2.8d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Awaiting Parts
15.7d / 3.0d SLA
Completed
0.2d / 1.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
0.6d
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-2 Mburris spoke with Tama and set 2-6 2:30pm tech has a full cal and this wo has had a lot of issues with parts

1/27/26 lcoonrod

Tracking ID: 510299702648 SCHEDULED DELIVERY DATE Wednesday 1/28/26 before 5:00 PM Estimated between 9:00 AM - 1:00 PM Order No: 751074 Customer PO No: P0040000538099 Customer: Providence Health and Services Service Request NO: 1512838 Ship To Name: Providence Health and Services Ship To Address: 1801 Lind Ave SW Ship To City/State: Renton, WA 98057-3368 Waybill (Tracking #): 510299702648 Carrier: FEDX Air-Standard Overnight The following items have shipped from Midmark Corporation on: 27-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10083-02 SERIAL #: DESCRIPTION: KIT, 626 MAIN PC BOARD



1-20 Mburris called spoke with Tami and set for 1-23 2pm 

1/20/2026jsells

Hello, EMSAR,

We received an email from the customer letting us know that the part on order for this SR has now arrived and they are needing to schedule service. Please contact the customer, Tamara, at (979) 487-6131. Have a great day!

01/08/2026 SRobinson- Order No: 747154


Customer PO No: P0040000538099


Customer: Providence Health and Services


Service Request NO: 1512838


Ship To Name: Providence Health and Services


Ship To Address: 1801 Lind Ave SW    


Ship To City/State: Renton, WA 98057-3368


Waybill (Tracking #): 496238762335


Carrier: FEDX Air-2Day


The following items have shipped from Midmark Corporation on: 08-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10083-02 SERIAL #: DESCRIPTION: KIT, 626 MAIN PC BOARD


01/05/2025 SRobinson- Per Midmark "Customer approved the ordering of part number(s) 002-10083-02 for this dispatch. We will ship the part(s) to the end-user on Sales Order 747154 via FedEx 2nd Day Air."


12-30 Mburris email from POC Tami to set 12-31 9am

12-26 Mburris email sent to POC

12/16/2025jsells

spoke with Tammy, and I gave her the work order number and told her a coordinator would be calling to schedule

🔧 Work Performed
2.5.26 returned and install correct main board. Installed, calibrated, tested with success, show staff results. 1.22.26 Had issue locating part, but once found tried to install but found that the wrong main board was sent. Correct box for a 626 chair but inside was a main board for a 627 chair. Called midmark. by the time I called midmark they were closed. Calling 1.23.26 Upon arvl chair was unplugged and both hand and foot remotes were unplugged. Plugged everything back in and tested. base will move but back functions not working. swapped base/back connections on PCB and found main board failed. part - 002-10083-02
🔍 Technician Findings
reported beeping from chair. couldn't locate part for about an hr. during that time I tried figuring out if 3 other chairs had WO's created and parts ordered. Worked with Arsh to arrange requests.
⚠️ Problem Description
Zone 1 NWD/Chair is just beeping - Special Billing Unit is located in Hallway C Room 12. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 26, 11:30 AM
Case Number: 00554293
Subject: Midmark Service Request Dispatch Authorization - WO-00141964
Status: Closed
📋
▶
2 Work Order Created Dec 26, 11:43 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 26, 12:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 58m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 30, 12:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-31T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Dec 31, 12:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
Labor Added Dec 31, 12:43 PM
Type: Labor
Status: Open
Qty: 2
⏱️
2x Labor Added Dec 31, 1:19 PM
Type: Labor
Status: Open
Qty: 2, 1.5
📦
▶
2 Parts Requested Dec 31, 1:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 8m
🚨 13.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 20, 12:12 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 19d 22h
🗓️
▶
2 Status: Scheduled Jan 20, 12:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-23T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Jan 20, 3:02 PM
Scheduled For: 2026-01-23T21:30:00.000+0000, 2026-01-23T22:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Michael Burris Jan 22, 12:47 PM
Scheduled For: 2026-01-22T22:30:00.000+0000
⏱️
3x Labor Added Jan 22, 7:19 PM
Type: Labor
Status: Open
Qty: 0.5, 2, 1
📦
▶
2 Parts Requested Jan 22, 9:11 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tim Holman
From: Scheduled
To: Awaiting Parts
Duration in Previous: 2d 8h
⏳ 3.4 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 27, 3:56 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 18h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 12:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-06T22:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 5, 11:01 AM
Scheduled For: 2026-02-10T23:30:00.000+0000, 2026-02-10T23:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Feb 5, 4:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 4h
🚗
6x Travel Added Feb 5, 5:26 PM
Type: Travel
Status: Open
Qty: 25, 10, 60
⏱️
▶
2 3x Labor Added Feb 5, 5:54 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site
To: Completed
Duration in Previous: 1h 11m
🏁
Status: Closed by Tim Holman Feb 5, 7:33 PM
From: Completed
To: Closed
Duration in Previous: 1h 38m
⏳ 2.6 business days
📅
▶
2 Dispatch Scheduled Feb 9, 4:50 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-10T22:00:00.000+0000
⏳ 1.9 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 10, 5:05 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 21h
🏁
Status: Closed by Tim Holman Feb 10, 9:44 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4h 39m
📄
Status: Ready to Bill by Nancy Suarez Feb 11, 11:01 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 17m
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Feb 12, 1:29 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-253710

Bottlenecks

Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Awaiting Parts
Duration: 12.7 business days (threshold: 3.0 business days)
Exceeded by 9.7 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Ready for Scheduling
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business hours

🔗 Related Artifacts

📞
Case 00554293
Closed
📦
Parts Order 00087551
Closed
📦
Parts Order 00088924
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 10, 5:00 PM
Created
Dec 26, 11:43 AM
Invoice #
SM-253710

Work Details (15)

Name Type Status Qty Amount Date
WL-03051554 Labor Open 2 $0.00 Dec 31, 12:43 PM
WL-03051620 Labor Open 2 $220.00 Dec 31, 1:19 PM
WL-03051621 Labor Open 1.5 $0.00 Dec 31, 1:19 PM
WL-03075877 Labor Open 0.5 $0.00 Jan 22, 7:19 PM
WL-03075878 Labor Open 2 $220.00 Jan 22, 7:19 PM
WL-03075879 Labor Open 1 $0.00 Jan 22, 7:20 PM
WL-03093913 Travel Open 25 $110.00 Feb 5, 5:26 PM
WL-03093914 Travel Open 10 $0.00 Feb 5, 5:26 PM
WL-03093915 Travel Open 10 $110.00 Feb 5, 5:26 PM
WL-03093916 Travel Open 10 $0.00 Feb 5, 5:26 PM
WL-03093917 Travel Open 60 $110.00 Feb 5, 5:26 PM
WL-03093918 Travel Open 10 $0.00 Feb 5, 5:26 PM
WL-03093972 Labor Open 2 $0.00 Feb 5, 5:54 PM
WL-03093973 Labor Open 1.5 $165.00 Feb 5, 5:54 PM
WL-03093974 Labor Open 0.5 $0.00 Feb 5, 5:54 PM

Details