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WO-01352980 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Washington University Physicians — 1 Village Square Shop Ctr, Ste 1, Hazelwood, MO, 63042-1817

Feb 20, 2026 → Feb 24, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 26, 2026
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
Created: Feb 20, 2026 Completed: Feb 25, 2026
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 20 → Feb 20 Created ▶ Running 0 0 / 4
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 0 / 4
Feb 20 → Feb 23 Assigned ▶ Running 1 1 / 4
Feb 23 → Feb 24 Scheduled ▶ Running 1 2 / 4
Feb 24 → Feb 25 Tech On Site ▶ Running 1 3 / 4
Dispatch 0.0d
Coordinators 4.1d
Field Work 1.3d
Billing 1.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.1 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
1.8 days
Over SLA
Created: Feb 20, 2026 Due: Feb 26, 2026 Completed: Feb 25, 2026 (1 days early)
📅
3.5 days Total Age
⏱️
2.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
3.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00570234
Repair
Closed
Zone 1 Dispatch Type Repair Email dylana@wuust1.edu PROBLEM SUMMARY NWD / making loud squeaking noise when base raised 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
Dylan Armbruster
Owner
Kimberly Hardison
Created
Feb 19, 2026
Work Orders from this Case (1)
WO-01352980 (current) Invoiced
Repair • Kevin Cox
Created: Feb 20, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 12 days old
🚨
Primary Delay 2.0 days stuck in "Assigned"
⏱️
Total Delay 3.6 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
2.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 KKelch called Dylan back to schedule for tomorrow between 12 and 2 pm. Customer confirmed. 

2/23 KKelch called Dylan to schedule for 2/24 between 12 and 2 pm. Left VM. 

2/20 KHardison - Spoke to Dillon regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
Cleaned and lubed pivot points and performed functional test. Unit is working properly returned unit to service
🔍 Technician Findings
Found that pivot points are making squeaky noise
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD / making loud squeaking noise when base raised 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 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Feb 19, 2:04 PM
Case Number: 00570234
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 20, 9:13 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Status: Assigned Feb 20, 9:45 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
⏳ 2.0 business days
👷
Technician Assigned by Kaitlyn Kelch Feb 23, 9:38 AM
Technician: Kevin Cox
🗓️
▶
2 Status: Scheduled Feb 23, 9:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-24T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Kevin Cox Feb 24, 12:26 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
▶
3 3x Labor Added Feb 24, 11:10 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 10h 45m
🏁
Status: Closed by Kevin Cox
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.1 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 12:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
📨
▶
2 Status: Invoice Pending Feb 27, 11:44 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.0 business days
🧾
Invoice Created Mar 1, 4:05 PM
Invoice Number: SM-255192

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours

🔗 Related Artifacts

📞
Case 00570234
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Feb 24, 1:00 PM
Created
Feb 20, 9:13 AM
Invoice #
SM-255192

Work Details (3)

Name Type Status Qty Amount Date
WL-03118919 Labor Open 0.66666666666667 $0.00 Feb 24, 11:10 PM
WL-03118920 Travel Open 22 $110.00 Feb 24, 11:10 PM
WL-03118921 Labor Open 0.75 $110.00 Feb 24, 11:10 PM

Details