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WO-01328320 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Genesis Healthcare Systems — 2951 Maple Ave, Zanesville OH, 43701-1465

Dec 29, 2025 → Jan 8, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 5, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 9, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Dec 30, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 30 → Dec 30, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
5d
▶ Clock Running
Status: Assigned
Dec 30 → Jan 7, 2026
5 business days (counted)
Running total: 6 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Jan 7 → Jan 8, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
Created: Dec 29, 2025 Completed: Jan 9, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 29 → Dec 29 Created ▶ Running 0 0 / 4
Dec 29 → Dec 30 Ready for Scheduling ▶ Running 1 1 / 4
Dec 30 → Dec 30 Assigned ▶ Running 0 1 / 4
Dec 30 → Dec 30 Awaiting Parts - Customer ⏸ Paused 0 —
Dec 30 → Dec 30 Ready for Scheduling ▶ Running 0 1 / 4
Dec 30 → Dec 30 Entered ▶ Running 0 1 / 4
Dec 30 → Jan 7 Assigned ▶ Running 5 6 / 4
Jan 7 → Jan 8 Scheduled ▶ Running 1 7 / 4
Jan 8 → Jan 9 Tech On Site ▶ Running 1 8 / 4
Dispatch 0.0d
Material Management 0.1d
Coordinators 8.6d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.1 days
Coordinators
8.6 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Dec 29, 2025 Due: Jan 7, 2026 Completed: Jan 9, 2026 (1 days late)
📅
7.4 days Total Age
⏱️
5.4d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
6.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554727
Midmark Service Request Dispatch Authorization - WO-00142370
Closed
Zone 2 WD/chair seat bent For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 746391 050-10112-00-813 1.00000 Ship Exchanged Open 746391 057-0840-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tom Szymaniak
Owner
Jessica Sells
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328320 (current) Invoiced
Repair • Jordan Moceri
Created: Dec 29, 2025 • Closed: Jan 8, 2026
Completed with minor delays
Invoiced • 65 days old
🚨
Primary Delay 5.4 days stuck in "Assigned"
⏱️
Total Delay 6.1 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
1.3d / 1.0d SLA
Awaiting Parts - Customer
0.1d
Assigned
5.4d / 0.5d SLA
Scheduled
1.9d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/14/2026jsells

Ship To Name: Genesis Healthcare System

Ship To Address: 2951 Maple Ave Ship To City/State: ZANESVILLE, OH 43701 Waybill (Tracking #): 1ZE444250348286897 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 14-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-2006-814 SERIAL #: DESCRIPTION: 626 PREMIUM 28" HEATED UPHOLSTERY, STONE


1/7/2026 CRamen scheduled via logged email for Thursday 1/8/2026 with tech arrival between 12-2pm


1/7/2026 CRamen left a vm for a returned call to schedule  


1/6/26 RBerry- Emailed Tom Szymaniak to schedule for 1/7/26 with arrival time between 2-3PM. Waiting for confirmation. See logged email.


1/6/26 RBerry- LM with Tom Szymaniak to discuss scheduling. 


1/5/2026 CRamen left a vm for a returned call to schedule for Wednesday 1/7/2025 with tech arrival between 2-3pm. 


1/5/2026 CRamen delivered Friday


12/30/2025 CRamen left a vm for a returned call to schedule for Wednesday 1/7/2025 with tech arrival between 2-3pm. 


12/30/2025jsells

Ship To Name: Genesis Healthcare System Ship To Address: 2951 Maple Ave Ship To City/State: ZANESVILLE, OH 43701 Waybill (Tracking #): 1ZE444250371941974 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 050-10112-00-813 SERIAL #: DESCRIPTION: SEAT MOUNTING FRAME, PAINTED LINE NO: 2.1 QTY: 1 ITEM: 057-0840-00 SERIAL #: DESCRIPTION: HINGE ROD


12/29/2025jsells

left a voicemail with the work order number and I let Tom know someone will be calling him to schedule the visit

🔧 Work Performed
arrived on site and met with contact and then taken to the exam table. Inspected table and found frame is good but the cushion does not connect to the seat as the threads were damaged on the upholstery. Called midmark and they are sending upholstery and customer will replace.
🔍 Technician Findings
wrong part sent. the fabric top needs replaced
⚠️ Problem Description
Zone 2 WD/chair seat bent For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 746391 050-10112-00-813 1.00000 Ship Exchanged Open 746391 057-0840-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 29, 2:38 PM
Case Number: 00554727
Subject: Midmark Service Request Dispatch Authorization - WO-00142370
Status: Closed
📋
▶
2 Work Order Created Dec 29, 5:33 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 30, 1:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 20h 3m, 0m
📅
Status: Ready for Scheduling by Jessica Sells Dec 30, 2:37 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 58m
🆕
▶
2 Status: Entered Dec 30, 3:26 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jordan Moceri
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Jan 7, 11:45 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 7d 20h
⏳ 2.0 business days
🔧
Status: Tech On Site by Jordan Moceri Jan 8, 1:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
5x Labor Added Jan 8, 8:18 PM
Type: Labor, Travel
Status: Open
Qty: 2.0666666666667, 0.93333333333333, 1.5, 106, 79
✔️
Status: Completed by Jordan Moceri Jan 8, 8:34 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 59m, 0m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Jan 12, 3:25 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.0 business days
🧾
Invoice Created Jan 18, 10:58 PM
Invoice Number: SM-251023

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Assigned
Duration: 5.4 business days (threshold: 4.0 business hours)
Exceeded by 4.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00554727
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jordan Moceri
Scheduled
Jan 8, 1:00 PM
Created
Dec 29, 5:33 PM
Invoice #
SM-251023

Work Details (5)

Name Type Status Qty Amount Date
WL-03058462 Labor Open 2.0666666666667 $0.00 Jan 8, 8:18 PM
WL-03058463 Labor Open 0.93333333333333 $110.00 Jan 8, 8:18 PM
WL-03058464 Labor Open 1.5 $0.00 Jan 8, 8:18 PM
WL-03058465 Travel Open 106 $0.00 Jan 8, 8:18 PM
WL-03058466 Travel Open 79 $110.00 Jan 8, 8:18 PM

Details