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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314669 ↗ ServiceMax

MIDMARK • Repair • P4

📍 North Texas Center for Womens Health — 1000 E Pecan Grove Rd, Ste 100, Sherman TX, 75090-5916

Nov 11, 2025 → Dec 22, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 17, 2025
🏭 Customer Supplied Parts (2)
🕐 Clock stopped: Completed (Dec 22)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (34d late)
Dispatch 0.0d
Material Management 3.0d
Coordinators 30.6d
Field Work 2.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
30.6 days
Over SLA
Field Work
2.9 days
Over SLA
Billing
0.0 days
Created: Nov 11, 2025 Due: Dec 18, 2025 Completed: Dec 22, 2025 (3 days late)
📅
29.3 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
31.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 19, 2025
Visit 2 Dec 9, 2025
Visit 3 Dec 22, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542816
Midmark Service Request Dispatch Authorization - WO-00126092
Closed
Zone 2 WD Footrests not lining up correctly For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Courtney Booth
Owner
Jessica Sells
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314669 (current) Invoiced
Repair • Zachary Stieben
Created: Nov 11, 2025 • Closed: Dec 22, 2025
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 31.6 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
0.0d / 1.0d SLA
Assigned
6.5d / 0.5d SLA
Scheduled
24.0d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Closed
9.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12 KKelch called Courtney to schedule for 12/17 between 1 and 3 pm. She asked for 12/22 between 3 and 4 pm. Customer confrimed. 

12/10/25 lcoonrod

Your shipment 1ZE444250370772668 1 of 2 Piece Shipment Estimated delivery date will be available when UPS receives the package. Order No: 742982 Customer PO No: SR1490606 Customer: Midmark No Charge Service Request NO: 1490606 Ship To Name: North Texas Center for Womens Hlth Ship To Address: 1000 E Pecan Grove Rd Ste 100 Ship To City/State: Sherman, TX 75090 Waybill (Tracking #): 1ZE444250370772668 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 10-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 030-1644-00-813 SERIAL #: DESCRIPTION: FOOT REST WELDMENT, MIST LINE NO: 2.1 QTY: 4 ITEM: 053-1508-00 SERIAL #: DESCRIPTION: FOOTREST RUNNER GLIDE LINE NO: 3.1 QTY: 1 ITEM: 053-0828-00-813 SERIAL #: DESCRIPTION: FOOT REST SHELF TRIM-MIST LINE NO: 4.1 QTY: 2 ITEM: 040-0010-47 SERIAL #: DESCRIPTION: SCR PNH 0.190-24 X 0.375 PHILLIPS TYPE TT MAG520 TAPTITE MUST BE ROHS COMPLIANT LINE NO: 5.1 QTY: 1 ITEM: 002-10316-00-813 SERIAL #: DESCRIPTION: KIT, MIST TOUCH UP PAINT



12/10 KHardison: Added revised SR and updated address. Changed from ST to RD.

12/9 KKelch-Midmark will be reshipping the parts, placed back in awaiting parts-customer

12/04/2025 SRobinson - Due date updated to match tracking. Arrival 12/09. 1ZE444250371468049

12/1/2025 Sramen - sent email to Midmark making them aware that the package is undeliverable.

11/26/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250371468049

The status of your package has changed.


Exception Reason: The street number is incorrect. This may delay delivery. We're attempting to update the address.

11/25/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250371468049

The status of your package has changed.


Exception Reason: The street number is incorrect. This may delay delivery. We're attempting to update the address.

11/25 KKelch called Courtney to schedule for 12/2 between 9 and 11 am. She asked for 12/9 due to room availability. I confirmed that works for us.

11/21/2025 JRolston - Per UPS, ETA on wb 1ZE444250371468049 is Tuesday, 11/25. Updated work order accordingly.


11/12 KKelch called Courtney to schedule for 11/17 between 2:30 and 3:30 pm. She asked for 11/19 between 9 and 11 am. Customer confirmed. 

11/11/2025jsells

spoke with Courtney and I gave her the WO# and told her coordinator will call her to schedule

🔧 Work Performed
11/19/25 Christopher Womack evaluated unit and ordered parts. 12/9/25 CW. arrived on site. No parts found. 12/22/25 Zachary Stieben Installed new Foot Extension Assembly. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
11/19/25 CW- On the table, I arrived and found that the footrest with the metal tray and the upholstered top was not sliding in evenly. I then discovered that the bent taps were not hitting the rubber bumpers. I then made the metal stop straight and pulled the tray out of the table. I then discovered that the metal from of the footrest was bent and was not sliding in evenly. I then made the frame straight and slide the footrest frame back into place. I then bent the tabs back down and they were hitting the rubber stoppers. While bending the tabs back, the powder coating had come off. I ordered a new frame to replace the damaged footrest. 12/9/2025 CW- On the table, I arrived and found that the parts had not been delivered. I then contacted Midmark and they found that the address that the parts were sent to was 1000 E Pecan St. the correct address to the facility is 1000 E Pecan Grove Rd. Midmark is sending parts back out. 12/22/25 Zachary Stieben arrived on site to complete repair.
⚠️ Problem Description
Zone 2 WD Footrests not lining up correctly REVISED - DO NOT DUPLICATE - CORRECTED INCIDENT ADDRESS**********For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Completed 739530 040-0010-47 1.00000 1ZE444250371468049 Ship Exchanged Completed 739530 030-1644-00-813 1.00000 1ZE444250371468049 Ship Exchanged Completed 739530 053-1508-00 4.00000 1ZE444250371468049 Ship Exchanged Completed 739530 053-0828-00-813 1.00000 1ZE444250371468049 Ship Exchanged Completed 739530 002-10316-00-813 1.00000 1ZE444250371468049 Return Exchange Completed 742699 053-1508-00 -4 Return Exchange Completed 742699 002-10316-00-813 -1 Exchange Completed 742699 053-0828-00-813 -1 Return Exchange Completed 742699 040-0010-47 -1 Return Exchange Completed 742699 030-1644-00-813 -1 Ship Exchanged Open 742982 053-1508-00 4.00000 Ship Exchanged Open 742982 002-10316-00-813 1.00000 Ship Exchanged Open 742982 040-0010-47 2.00000 Ship Exchanged Open 742982 030-1644-00-813 1.00000 Ship Exchanged Open 742982 053-0828-00-813 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Nov 11, 10:01 AM
Case Number: 00542816
Subject: Midmark Service Request Dispatch Authorization - WO-00126092
Status: Closed
📋
▶
2 Work Order Created Nov 11, 4:30 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 11, 4:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
🗓️
▶
2 Status: Scheduled Nov 12, 9:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-19T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Christopher Womack Nov 19, 10:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 1h
⏱️
▶
3 3x Labor Added Nov 19, 9:38 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085585
Status: Closed
📦
Status: Awaiting Parts by Christopher Womack
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 11h 3m
⏳ 2.3 business days
📅
▶
3 Status: Ready for Scheduling Nov 21, 9:54 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⏳ 3.0 business days
🆕
▶
5 Status: Entered Nov 25, 9:40 AM
Status: Entered → Technician Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYUQA5, Christopher Womack
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T15:00:00.000+0000
🚨 10.0 business days
🔩
2x Parts Added Dec 9, 12:02 AM
Type: Parts, Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Christopher Womack Dec 9, 11:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 1h
⏱️
▶
3 3x Labor Added Dec 9, 9:15 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086531
Status: Closed
📦
Status: Awaiting Parts by Christopher Womack
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 9h 42m
📅
▶
3 Status: Ready for Scheduling Dec 10, 4:56 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
⏳ 2.9 business days
🆕
▶
4 Status: Entered Dec 12, 9:33 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HXpFGQA1, Zachary Stieben
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-22T21:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Dec 22, 3:20 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 5h
🚗
▶
3 2x Travel Added Dec 22, 6:26 PM
2x Travel Added → Labor Added → 2x Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.0833333333333
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667, 1.3333333333333
✔️
Status: Completed by Zachary Stieben Dec 22, 6:32 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 11m, 0m
⚠️ 9.7 business days
📄
▶
2 Status: Ready to Bill Jan 2, 4:36 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 21.9 business days
🧾
Invoice Created Feb 2, 10:06 AM
Invoice Number: SM-250433

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.3 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Assigned
Duration: 2.2 business days (threshold: 4.0 business hours)
Exceeded by 1.7 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 9.1 business days (threshold: 1.0 business days)
Exceeded by 8.1 business days

🔗 Related Artifacts

📞
Case 00542816
Closed
📦
Parts Order 00085585
Closed
📦
Parts Order 00086531
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Dec 22, 4:00 PM
Created
Nov 11, 4:30 PM
Invoice #
SM-250433

Work Details (13)

Name Type Status Qty Amount Date
WL-03014015 Labor Open 2 $0.00 Nov 19, 9:38 PM
WL-03014016 Labor Open 1 $110.00 Nov 19, 9:38 PM
WL-03014017 Travel Open 90 $110.00 Nov 19, 9:38 PM
WL-03031026 Parts Open 1 $0.00 Dec 9, 12:02 AM
WL-03031027 Expenses Open 1 $0.00 Dec 9, 12:02 AM
WL-03032316 Labor Open 2 $0.00 Dec 9, 9:15 PM
WL-03032317 Labor Open 0.5 $55.00 Dec 9, 9:15 PM
WL-03032318 Travel Open 90 $110.00 Dec 9, 9:15 PM
WL-03045603 Travel Open 102 $0.00 Dec 22, 6:26 PM
WL-03045604 Travel Open 64 $110.00 Dec 22, 6:26 PM
WL-03045611 Labor Open 2.0833333333333 $0.00 Dec 22, 6:28 PM
WL-03045619 Labor Open 0.66666666666667 $82.50 Dec 22, 6:30 PM
WL-03045620 Labor Open 1.3333333333333 $0.00 Dec 22, 6:30 PM

Details