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WO-01354263 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Methodist Physicians Colorectal Surg — 5510-B Presidio Pkwy Ste 2302, San Antonio TX, 78249-3230

Feb 27, 2026 → Mar 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Mar 5, 2026
✓ SLA Met (2 biz days early)
Active: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 3, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
Created: Feb 27, 2026 Completed: Mar 3, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 27 → Feb 27 Created ▶ Running 0 0 / 4
Feb 27 → Feb 27 Ready for Scheduling ▶ Running 0 0 / 4
Feb 27 → Feb 27 Assigned ▶ Running 0 0 / 4
Feb 27 → Mar 3 Scheduled ▶ Running 2 2 / 4
Dispatch 0.0d
Coordinators 2.1d
Field Work 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.1 days
Over SLA
Field Work
0.0 days
Created: Feb 27, 2026 Due: Mar 5, 2026 Completed: Mar 3, 2026 (2 days early)
📅
2.1 days Total Age
⏱️
1.4d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
0.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00572431
Repair
Closed
Zone 1 PROBLEM SUMMARY NWD/headrest not working for both tables ADDITIONAL NOTES Office is located in the Medical Office Building behind the Methodist Hospital landmark on the 3rd Floor. They prefer service on Monday, Thursday or Friday and office hours are 7:00 am – 4:00 pm. 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
Sophia Flores
Owner
Erin Martin
Created
Feb 26, 2026
Work Orders from this Case (2)
WO-01354263 (current) Closed
Repair • Anthony Wirth
Created: Feb 27, 2026 • Closed: Mar 2, 2026
WO-01354264 Closed
Repair • Anthony Wirth
Created: Feb 27, 2026 • Closed: Mar 2, 2026
Completed with minor delays
Closed • 5 days old
🚨
Primary Delay 1.4 days stuck in "Scheduled"
⏱️
Total Delay 0.1 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
0.1d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
1.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27 KKelch called Sophia back to schedule for 3/2 between 1 and 3 pm. Customer confirmed. Call logged on WO-01354264

2/27 KKelch called Sophia to schedule for 3/2 between 1 and 3 pm. Left Vm. Call logged on WO-01354264

02/27/2026 EMartin Sophia Flores / (210) 722-1459 left VM advising WO-01354263/WO-01354264 created A coordinator will be reaching out to get this scheduled 

🔧 Work Performed
Gemini said Upon inspecting the two chairs following a customer demonstration, I discovered that the mounting bolts within the headrests of both units had become loose. I secured and tightened all hardware to manufacturer specifications on both chairs, then performed a comprehensive functional check to ensure operational integrity. Both units passed all tests, and no further defects or issues were identified.
🔍 Technician Findings
Unit bolts are loose in the head rest.
⚠️ Problem Description
Zone 1 PROBLEM SUMMARY NWD/headrest not working for both tables ADDITIONAL NOTES Office is located in the Medical Office Building behind the Methodist Hospital landmark on the 3rd Floor. They prefer service on Monday, Thursday or Friday and office hours are 7:00 am – 4:00 pm. 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
230-002

Timeline

📞
Case Linked Feb 26, 4:58 PM
Case Number: 00572431
Subject: Repair
Status: Closed
📋
Work Order Created Feb 27, 11:00 AM
Work Order: WO-01354263
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Erin Martin Feb 27, 11:06 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Feb 27, 11:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 24m
🗓️
▶
2 Status: Scheduled Feb 27, 4:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T19:00:00.000+0000
⏳ 1.9 business days
⏱️
▶
3 3x Labor Added Mar 2, 7:56 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Anthony Wirth
From: Scheduled
To: Completed
Duration in Previous: 3d 3h
🏁
Status: Closed by Anthony Wirth
From: Completed
To: Closed
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 5.1 business hours (threshold: 4.0 business hours)
Exceeded by 1.1 business hours

🔗 Related Artifacts

📞
Case 00572431
Closed

ℹ️ Work Order Details

Status
Closed
Priority
P4
Type
Repair
Branch
N/A
Technician
Anthony Wirth
Scheduled
Mar 2, 2:00 PM
Created
Feb 27, 11:00 AM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03127074 Labor Open 2.5 $275.00 Mar 2, 7:56 PM
WL-03127075 Labor Open 0.5 $55.00 Mar 2, 7:56 PM
WL-03127076 Travel Open 98 $230.00 Mar 2, 7:56 PM

Details