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WO-01340324 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Kansas City VA Medical Center — 4801 E Linwood Boulevard, Kansas City MO, 641128

Jan 28, 2026 → Mar 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 3, 2026
✗ SLA Missed (17 biz days late)
Active: 21 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 9, 2026
8 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 9 → Feb 9, 2026
0 business days (not counted)
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 9 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 10 → Feb 11, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 17, 2026
3 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
4d
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 23, 2026
4 business days (counted)
Running total: 16 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 2, 2026
5 business days (counted)
Running total: 21 of 4 biz days used
Created: Jan 28, 2026 Completed: Mar 2, 2026
Business Days Used 21 / 4
0 4d budget +17d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0 / 4
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 0 / 4
Jan 28 → Jan 28 Assigned ▶ Running 0 0 / 4
Jan 28 → Feb 9 Scheduled ▶ Running 8 8 / 4
Feb 9 → Feb 9 Tech On Site ▶ Running 0 8 / 4
Feb 9 → Feb 9 Awaiting Parts ⏸ Paused 0 —
Feb 9 → Feb 10 Scheduled ▶ Running 1 9 / 4
Feb 10 → Feb 11 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 9 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 9 / 4
Feb 11 → Feb 17 Scheduled ▶ Running 3 12 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 12 / 4
Feb 17 → Feb 17 Completed ▶ Running 0 12 / 4
Feb 17 → Feb 17 Incomplete ▶ Running 0 12 / 4
Feb 17 → Feb 23 Reschedule ▶ Running 4 16 / 4
Feb 23 → Mar 2 Scheduled ▶ Running 5 21 / 4
Dispatch 0.0d
Material Management 2.1d
Coordinators 25.6d
Field Work 0.3d
Incomplete 0.4d (excluded)
Billing 0.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.1 days
Coordinators
25.6 days
Over SLA
Field Work
0.3 days
Incomplete (excluded from total)
0.4 days
Billing
0.3 days
Created: Jan 28, 2026 Due: Feb 18, 2026 Completed: Mar 2, 2026 (11 days late)
📅
22.9 days Total Age
⏱️
8.8d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
16.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Thomas J Langenberg Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 17, 2026
Visit 3 Mar 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562800
Repair
Closed
Travel Zone 1 PROBLEM SUMMARY NWD / No back function - Special Billing REF 1485760 ADDITIONAL NOTES 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!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Leroy Barclift
Owner
Shelby Robinson
Created
Jan 28, 2026
Work Orders from this Case (1)
WO-01340324 (current) Closed
Repair • Thomas J Langenberg Jr
Created: Jan 28, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Closed • 35 days old
🚨
Primary Delay 8.8 days stuck in "Scheduled"
⏱️
Total Delay 16.7 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
0.1d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
20.5d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Awaiting Parts - Customer
1.9d
Incomplete
0.4d
Reschedule
4.5d / 2.0d SLA
Closed
2.5d / 1.0d SLA
WO Correction Needed
0.3d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/4/2026 NSuarez Missing SRA for date of service 2/09/2026 and 2/17/2026.

2/23 KKelch called Leroy to schedule for 3/2 between 12:30 and 1:30 pm for KC VA and 3/3 between 11 and 1 pm for Shawnee VA. Customer confirmed. Call logged on WO-01349958

2/18 KKelch called Leroy to schedule for 2/20 between 12:30 and 2:30 pm. Left VM. 

2/17 KWeiss, W/O is a Midmark dispatch, nothing for L2 to have quoted. Per tech notes, customer could not locate parts will need to reschedule. Moving w/o to reschedule.

2/11 KKelch called Leroy to schedule for 2/17 between 9 and 11 am. Customer confirmed. 

2/11 KHardison: Updated due date.

1ZE444250370757765

Estimated delivery

Tomorrow, February 12, between 8:45 A.M. - 10:45 A.M.

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

1/28 KKelch called Leroy to schedule for 2/3 between 2 and 3 pm, asked for a time before 2 pm, I offered 2/9 between 9 and 11 am. Customer confirmed. Please call Leroy when you arrive. 

01/28/2026 SRobinson- Called Leroy Barclift, (913) 626-4911. Went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
swapped base and back functions on the pcb and got the back to function. checked fuses and error menu. Board is bad, spoke with midmark tech support to confirm. 3/2/2026-Replaced board and recalibrated the can
🔍 Technician Findings
no back function 2/17/2026-Customert could not locate parts
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD / No back function - Special Billing REF 1485760 ADDITIONAL NOTES 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!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Jan 28, 10:01 AM
Case Number: 00562800
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 28, 11:32 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
4 Technician Assigned Jan 28, 12:19 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 42m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-09T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
⚠️ 9.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Feb 9, 10:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 21h
⏱️
▶
3 3x Labor Added Feb 9, 11:21 AM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089946
Status: Closed
📦
Status: Awaiting Parts by Thomas Langenberg
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 20m
🗓️
▶
2 Status: Scheduled Feb 9, 12:23 PM
Status: Scheduled → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.8, 30
👤
Status: Awaiting Parts - Customer by Craig Dempsey Feb 10, 11:33 AM
From: Scheduled
To: Awaiting Parts - Customer
Duration in Previous: 23h 10m
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 11, 8:43 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 21h 10m
👷
▶
2 Technician Assigned Feb 11, 8:52 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8m
🗓️
▶
2 Status: Scheduled Feb 11, 12:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Feb 17, 10:24 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 3x Labor Added Feb 17, 11:17 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 54m, 0m
🔄
Status: Reschedule by Keith Weiss Feb 17, 2:42 PM
From: Incomplete
To: Reschedule
Duration in Previous: 3h 23m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 10:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T18:30:00.000+0000
⚠️ 6.0 business days
🔩
2x Parts Added Mar 2, 3:02 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏱️
▶
2 6x Labor Added Mar 2, 3:07 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 4h, 0m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Mar 4, 11:58 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 20h
🏁
Status: Closed by Thomas Langenberg Mar 4, 2:33 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 35m

Bottlenecks

Scheduled
Duration: 8.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Reschedule
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00562800
Closed
📦
Parts Order 00089946
Closed

ℹ️ Work Order Details

Status
Closed
Priority
P4
Type
Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Mar 2, 1:30 PM
Created
Jan 28, 11:32 AM
Invoice #
N/A

Work Details (16)

Name Type Status Qty Amount Date
WL-03097545 Labor Open 1.3666666666667 $165.00 Feb 9, 11:21 AM
WL-03097546 Labor Open 0.88333333333333 $0.00 Feb 9, 11:21 AM
WL-03097547 Travel Open 30 $110.00 Feb 9, 11:21 AM
WL-03097600 Labor Open 0.8 $0.00 Feb 9, 12:25 PM
WL-03097601 Travel Open 30 $0.00 Feb 9, 12:25 PM
WL-03108536 Labor Open 1.6833333333333 $0.00 Feb 17, 11:17 AM
WL-03108537 Labor Open 0.5 $55.00 Feb 17, 11:17 AM
WL-03108538 Travel Open 30 $110.00 Feb 17, 11:17 AM
WL-03126427 Parts Open 1 $0.00 Mar 2, 3:02 PM
WL-03126428 Expenses Open 1 $0.00 Mar 2, 3:02 PM
WL-03126460 Labor Open 0.96666666666667 $0.00 Mar 2, 3:07 PM
WL-03126461 Labor Open 0.91666666666667 $110.00 Mar 2, 3:07 PM
WL-03126462 Labor Open 0.91666666666667 $0.00 Mar 2, 3:07 PM
WL-03126463 Labor Open 0.3 $0.00 Mar 2, 3:07 PM
WL-03126464 Travel Open 20 $110.00 Mar 2, 3:07 PM
WL-03126465 Travel Open 32 $0.00 Mar 2, 3:07 PM

Details