Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350449 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Flatbush Family Health Center — 3414 CHURCH AVE, Brooklyn NY, 11203

Feb 6, 2026 → Mar 2, 2026

🔴 Behind
P4
SLA Clock
4 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 9 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 9 → Feb 23, 2026
9 business days (not counted)
4d
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 27, 2026
4 business days (counted)
Running total: 5 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 2, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Feb 6, 2026 Completed: Mar 2, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 4
Feb 6 → Feb 9 Ready for Scheduling ▶ Running 1 1 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 1 / 4
Feb 9 → Feb 23 Awaiting Parts - Customer ⏸ Paused 9 —
Feb 23 → Feb 27 Reschedule ▶ Running 4 5 / 4
Feb 27 → Mar 2 Scheduled ▶ Running 1 6 / 4
Dispatch 0.0d
Material Management 10.0d
Coordinators 8.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Coordinators
8.2 days
Over SLA
Created: Feb 6, 2026 Due: Mar 4, 2026 (1 days overdue)
📅
15.2 days Total Age
⏱️
10.0d in Awaiting Parts - Customer Longest Stage
🔄
6 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566186
Repair
Closed
Zone 1 NWD / upholstery is damaged, needing replaced REF 1525262 ADDITIONAL NOTES 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
Web
Reason
New Case
Contact
Ahmed Mohamed
Owner
Sherry Reich
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350449 (current) Ready to Bill
Repair • David Trost
Created: Feb 6, 2026 • Closed: Mar 2, 2026
On Track
Ready to Bill • 26 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 4.3 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
1.2d / 1.0d SLA
Awaiting Parts - Customer
10.0d
Reschedule
5.0d / 2.0d SLA
Scheduled
2.0d / 2.0d SLA
Closed
2.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/2/26 RBerry- update due date based on parts.


2/27 KSmith -- Scheduled for Monday with Katrina. 1-3pm

2/27 KSmith -- Followed up with Ahmed that we had a cancellation for Monday if that date would work for the facility

2/26 KSmith -- Ahmed was checking with the site if 3/3 works.

2/26 KSmith -- Sent email to schedule for 3/3 (DH)

2/25 KSmith -- Parts are still delayed. Tracking shows delivery date is today but parts are still in transit.

2/24 KSmith -- Parts are delayed. Will schedule once delivery date updates

02/23/2026 EMartin

Order No: 754175


Customer PO No: FHC0087537


Customer: NYU Langone Hospitals


Service Request NO: 1535168


  


Ship To Name: Flatbush Family Health Center


Ship To Address: 3414 Church Ave    


Ship To City/State: BROOKLYN, NY 11203


Waybill (Tracking #): 514252121129


Carrier: FEDX-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 23-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-0824-848 SERIAL #: DESCRIPTION: 230 SEAMLESS 28IN UPH, HEALING WATERS

2/23/26 RBerry- Updated due date based on parts. Removed delay code.


2/23 KSmith -- Per Midmark, parts are shipping today

Sales Order 754175

FedEx Ground

Tracking # 514252121129

2/23 KSmith -- Followed up with Midmark regarding parts

2/6/26 SReich - Left a vm, gave them the WO # and told them someone would be reaching out to schedule.  

🔧 Work Performed
On arrival, nobody knew anything about an exam table that needed repair or needing a new upholstery kit. Was unable to get in touch with ahmed. Approximately 30 minutes before finding the exam table in question. Confirmed unit had a crack in the upholstery vinyl. Replaced upholstery with one sent by midmark. Replaced all padding including footrest, calf rest, seat and backrest, and headrest. Adjusted headrest linkages because they were not holding steady. Unit passes functional testing and has been returned to service.
🔍 Technician Findings
On arrival, nobody knew anything about an exam table that needed repair or needing a new upholstery kit. Was unable to get in touch with ahmed. Approximately 30 minutes before finding the exam table in question. Confirmed unit had a crack in the upholstery vinyl. Replaced upholstery with one sent by midmark. Replaced all padding including footrest, calf rest, seat and backrest, and headrest. Adjusted headrest linkages because they were not holding steady. Unit passes functional testing and has been returned to service.
⚠️ Problem Description
Zone 1 NWD / upholstery is damaged, needing replaced REF 1525262 ADDITIONAL NOTES 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 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Feb 6, 1:59 PM
Case Number: 00566186
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 6, 5:07 PM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
⏳ 1.9 business days
👷
▶
2 Technician Assigned Feb 9, 8:25 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2d 15h, 0m
🚨 10.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 23, 10:44 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 14d 2h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Feb 27, 9:01 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 3d 22h
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Mar 2, 6:19 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 9h, 0m
⏳ 2.7 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 4, 4:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00566186
Closed

ℹ️ Work Order Details

Status
Ready to Bill
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Mar 2, 3:00 PM
Created
Feb 6, 5:07 PM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03095924 Parts Open 1 $0.00 Feb 6, 5:07 PM
WL-03126859 Labor Open 1.5 $0.00 Mar 2, 6:19 PM
WL-03126860 Labor Open 1.25 $137.50 Mar 2, 6:19 PM
WL-03126861 Labor Open 1.25 $0.00 Mar 2, 6:19 PM
WL-03126862 Travel Open 32 $110.00 Mar 2, 6:19 PM
WL-03126863 Travel Open 21 $0.00 Mar 2, 6:19 PM

Details