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← WO Overview

WO-01313383 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Brooke Army Medical Center — 3551 Roger Brooke Dr Bldg 3600, Biomed Eng, FORT SAM HOUSTON TX, 78234

Nov 5, 2025 → Nov 20, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 11, 2025
🕐 Clock stopped: Completed (Nov 20)
⏸ 6d excluded (parts wait + holding)
✗ SLA Missed (2d late)
Dispatch 0.0d
Material Management 5.0d
Coordinators 8.2d
Field Work 1.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.0 days
Coordinators
8.2 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
0.0 days
Created: Nov 5, 2025 Due: Dec 1, 2025 Completed: Nov 20, 2025 (11 days early)
📅
11.1 days Total Age
⏱️
10.7d in 07e-Partial Project Longest Stage
🔄
20 transitions Status Changes
⚠️
5.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Curtis Sprague — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 17, 2025
Visit 2 Nov 20, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541390
Midmark Service Request Dispatch Authorization - WO-00124078
Closed
Zone 1 WD / V2855774 & V2856322 high electrical leakage / V2836322 &V2834464 siderails will not install on tables Tech will need a visitor pass and this is the information customer will need to process the access pass: FULL NAME - DATE OF BIRTH - COUNTRY OF BIRTH - ID TYPE - ID NUMBER - COUNTRY ID WAS ISSUED - STATE ID WAS ISSUED. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 9A600002 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Julio Lopez-Perez
Owner
Jessica Sells
Created
Nov 5, 2025
Work Orders from this Case (5)
WO-01313382 Invoiced
Repair • Curtis Sprague
Created: Nov 5, 2025 • Closed: Dec 4, 2025
WO-01313383 (current) Invoiced
Repair • Curtis Sprague
Created: Nov 5, 2025 • Closed: Nov 20, 2025
WO-01313384 Invoiced
Repair • Curtis Sprague
Created: Nov 5, 2025 • Closed: Nov 20, 2025
WO-01313385 Invoiced
Repair • Curtis Sprague
Created: Nov 5, 2025 • Closed: Nov 20, 2025
WO-01315145 Invoiced
Repair • Curtis Sprague
Created: Nov 13, 2025 • Closed: Dec 10, 2025
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 10.7 days stuck in "07e-Partial Project"
⏱️
Total Delay 5.2 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
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
5.0d
Scheduled
6.8d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Closed
4.3d / 1.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.2d / 1.0d SLA
07e-Partial Project
13.0d
Ready to Bill
0.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/25/25 NSuarez parent WO WO-01313382 Currently in service awaiting for it to close.

11/25/2025 SRobinson-

Order No: 739947


Customer PO No: SR1487626


Customer: Midmark No Charge


Service Request NO: 1487626


Ship To Name: Dept of the Army


Ship To Address: 3551 Roger Brooke Dr Bldg 3600    


Ship To City/State: FORT SAM HOUSTON, TX 78234


Waybill (Tracking #): 1ZE444250170922759


Carrier: UPS-Air-Next Day Air  


The following items have shipped from Midmark Corporation on: 24-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10060-00 SERIAL #: DESCRIPTION: KIT, MOVE SYSTEM, SWIVEL ARM ASS'Y R.H

11/19/2025 Sramen - found WO with serviced & closed date timestamps. Removed since FSE will be returning.

11/18 KKelch called Julio to schedule for 11/20 between 9 and 11 am. Customer confirmed. Call logged on WO-01313382

11/18/25 CDempsey- Tech needs to return due to parts having arrived after he was onsite yesterday. When job was scheduled, there were 4 units (V2855774, V2856322, V2834464, V2837603) with parts scheduled to deliver on the 14th therefore it was scheduled for the 17th. However, on the 14th Midmark added an additional unit (V2855664) and an additional shipment. Although that new info was added to the notes below at the time, nobody was looking here being as this wo was already scheduled. I believe there should be some direct communication to the coordinator so we have the opportunity to reschedule rather than have to make a return visit which Midmark may not be willing to pay for.

11/12 KKelch Julio called me back to schedule for 11/17 between 9 and 11 am. Customer confirmed. Call logged on WO-01313382

11/12 KKelch called Julio to schedule for 11/17 between 9 and 11 am. Left VM. Call logged on WO-01313382

🔧 Work Performed
Installed handrail that was sent by Midmark.
🔍 Technician Findings
Arrived onsite. Customer was telling me that the unit had higher that usual ohms. I was able to read it at .64, he was telling me that the unit works fine, but he didn't like was multimeter was saying. I got on the phone with Dale at Midmark and he told me he was going to send info to the customer, however there wasn't anything I could do since there is no part to replace. 11/20/2025 Curtis Sprague: Returned to site Midmark had instructed me that they had gotten with their electrical engineers and advised to tighten ground screws by the PC board. The unit began giving better measurements. Customer was happy with results.
⚠️ Problem Description
Zone 1 WD / V2855774 & V2856322 high electrical leakage / V2836322 &V2834464 siderails will not install on tables Tech will need a visitor pass and this is the information customer will need to process the access pass: FULL NAME - DATE OF BIRTH - COUNTRY OF BIRTH - ID TYPE - ID NUMBER - COUNTRY ID WAS ISSUED - STATE ID WAS ISSUED. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 9A600002 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Nov 5, 2:39 PM
Case Number: 00541390
Subject: Midmark Service Request Dispatch Authorization - WO-00124078
Status: Closed
📋
Work Order Created Nov 5, 5:53 PM
Work Order: WO-01313383
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Nov 5, 6:02 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 9m
👷
▶
2 Technician Assigned Nov 6, 8:56 AM
Technician Assigned → Status: Awaiting Parts - Customer
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch
From: Ready for Scheduling, Awaiting Parts - Customer
To: Awaiting Parts - Customer, Assigned
Duration in Previous: 14h 54m, 0m
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Nov 6, 9:17 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 20m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 12, 10:39 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6d 1h
👷
▶
3 Technician Assigned Nov 12, 12:15 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 36m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-17T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Curtis Sprague Nov 17, 11:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
▶
2 2x Labor Added Nov 17, 7:43 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Curtis Sprague
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 35m, 0m
🔄
▶
2 Status: Reschedule Nov 18, 11:06 AM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Craig Dempsey
Scheduled For: 2025-11-19T18:00:00.000+0000
🔄
▶
3 Status: Reschedule Nov 18, 11:33 AM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Craig Dempsey
From: Reschedule
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Craig Dempsey
Scheduled For: 2025-11-19T18:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 18, 2:56 PM
Scheduled For: 2025-11-20T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Craig Dempsey Nov 20, 10:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
▶
3 3x Labor Added Nov 20, 3:43 PM
3x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Curtis Sprague
From: Tech On Site
To: Completed
Duration in Previous: 5h 8m
🏁
Status: Closed by Curtis Sprague Nov 20, 4:59 PM
From: Completed
To: Closed
Duration in Previous: 1h 14m
⏳ 3.9 business days
📋
Status: 07e-Partial Project by Nancy Suarez Nov 25, 1:26 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 20h
🚨 11.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 9, 4:02 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 14d 2h
💵
▶
2 Status: Billing Review Dec 9, 4:09 PM
Status: Billing Review → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Nancy Suarez
From: Billing Review
To: 07e-Partial Project
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 11, 10:17 AM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 18h
📨
▶
2 Status: Invoice Pending Dec 11, 10:24 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 24.0 business days
🧾
Invoice Created Jan 13, 10:45 AM
Invoice Number: SM-248737

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.4 business hours
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00541390
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Curtis Sprague
Scheduled
Nov 20, 10:00 AM
Created
Nov 5, 5:53 PM
Invoice #
SM-248737

Work Details (6)

Name Type Status Qty Amount Date
WL-03010529 Labor Open 3.5 $0.00 Nov 17, 7:43 PM
WL-03010530 Labor Open 1 $110.00 Nov 17, 7:43 PM
WL-03015056 Labor Open 3.5 $0.00 Nov 20, 3:43 PM
WL-03015057 Travel Open 150 $110.00 Nov 20, 3:43 PM
WL-03015058 Travel Open 150 $110.00 Nov 20, 3:43 PM
WL-03015059 Labor Open 1 $110.00 Nov 20, 3:44 PM

Details