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WO-01316682 ↗ ServiceMax

MIDMARK • Repair • P4

📍 360 Medical Consulting — 30 Hudson Yards, Ste 6900, New York NY, 10001-2170

Nov 21, 2025 → Dec 23, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 27, 2025
🕐 Clock stopped: Completed (Dec 24)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (24d late)
Dispatch 0.0d
Material Management 2.4d
Coordinators 24.8d
Field Work 1.2d
Billing 0.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Coordinators
24.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.6 days
Created: Nov 21, 2025 Due: Dec 17, 2025 Completed: Dec 24, 2025 (6 days late)
📅
23.1 days Total Age
⏱️
13.0d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
27.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00545820
Midmark Service Request Dispatch Authorization - WO-00130479
Closed
Zone 1 NWD / table stops working at times Please contact Joe ASAP because he will need a certificate of insurance and vendor entry form completed prior to tech's visit. 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! Ship Exchanged Open 739998 002-10106-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Joe Brillantino
Owner
Jessica Sells
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316682 (current) Invoiced
Repair • David Trost
Created: Nov 21, 2025 • Closed: Dec 23, 2025
Completed with significant delays
Invoiced • 174 days old
🚨
Primary Delay 13.0 days stuck in "Assigned"
⏱️
Total Delay 27.0 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
1.6d / 1.0d SLA
Awaiting Parts - Customer
2.4d
Assigned
13.0d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Reschedule
0.2d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
10.1d / 1.0d SLA
WO Correction Needed
0.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22 KSmith -- Per Joe, "Below is the loading dock code for Midmark’s visit, 12/23:

Delivery Schedule: DOJNNQHOM  

 

Please have Midmark call the Facilities line, (212) 301-6100, upon arrival."

12/22 KSmith -- Per Natosha, "The team is all set for tomorrow! If they have any issues, they can contact me at 646-275-7536."

12/18 KSmith -- Scheduled for 12/23 with Natasha. 9-11am

12/18 KSmith -- Site rejected EMSARs COI. Sent information to TR to get COI updated. Once COI is approved Joe will reschedule with us. Provided Joe available dates through the end of the year as well.

12/11 KSmith -- Joe requested 12/18 around noon. Scheduled for then with Joe. 11am-1pm.

12/10 KSmith -- Joe confirmed that they have the COI from Midmark and wanted to know our available dates next week. Provided available dates and am awaiting response

12/10 KSmith -- Followed up with Midmark to see if COI has been sent to Joe

12/10/25 RBerry- Updated due date based on customer waiting on COI from Midmark,


12/3 KSmith -- Per Joe, they are still waiting on a COI from Midmark and asked me to follow back up in 4-5 days

12/3 KSmith -- Followed up with Joe to see if we are cleared to schedule yet

12/1/2025 Sramen - updated due date based on parts:

11/25 KSmith -- Per Joe, "We’re still waiting on an updated COI from Midmark, and they’ll also need to complete the vendor entry form and receive building approval. This is a high-security facility, so all requirements must be cleared first." Advised Joe to let us know when we are cleared and we can schedule them in.

11/25 KSmith -- Sent email to Joe to schedule for 12/1

11/24/2025 SRobinson- Order No: 739998


Customer PO No: SR1497466


Customer: 360 Medical Consulting LLC


Service Request NO: 1497466


Ship To Name: 360 Medical Consulting


Ship To Address: 30 Hudson Yards Ste 6900   


Ship To City/State: New York, NY 10001-2170


Waybill (Tracking #): 1ZE444250372719945


Carrier: UPS-Parcel-Ground  


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


LINE NO: 1.1 QTY: 1 ITEM: 002-10106-00 SERIAL #: DESCRIPTION: KIT, WIRELESS BASE STATION PC BOARD


11/24 KSmith -- Sent technician information to Joe so that an entry pass could be created for when service is scheduled

11/21/2025jsells

left a voicemail with the WO# and that someone will call him to schedule

🔧 Work Performed
30 parking Security helped me up for a long time trying to get the customer. 1 hr 30 minutes before seeing the unit. Unable to confirm unit malfunctioning. Issue is intermittent.. replace Bluetooth control board since midmark sent one. Calibrated foot and hand controller Unit passes functional testing and has been returned to service.
🔍 Technician Findings
30 parking Security helped me up for a long time trying to get the customer. 1 hr 30 minutes before seeing the unit. Unable to confirm unit malfunctioning. Issue is intermittent.. replace Bluetooth control board since midmark sent one. Calibrated foot and hand controller Unit passes functional testing and has been returned to service.
⚠️ Problem Description
Zone 1 NWD / table stops working at times Please contact Joe ASAP because he will need a certificate of insurance and vendor entry form completed prior to tech's visit. 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! Ship Exchanged Open 739998 002-10106-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Nov 21, 8:45 AM
Case Number: 00545820
Subject: Midmark Service Request Dispatch Authorization - WO-00130479
Status: Closed
📋
▶
2 Work Order Created Nov 21, 11:52 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Nov 21, 3:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 3h 23m, 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 24, 10:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Awaiting Parts - Customer, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2d 18h, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Nov 24, 5:32 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7h 16m
👷
▶
2 Technician Assigned Nov 25, 8:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14h 43m
🚨 13.0 business days
📅
▶
2 Dispatch Scheduled Dec 11, 8:09 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 15d 23h
⚠️ 6.0 business days
🔄
Status: Reschedule by Kourtney Smith Dec 18, 8:27 AM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 0h
🗓️
▶
2 Status: Scheduled Dec 18, 10:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-23T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by David Trost Dec 23, 10:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏱️
▶
2 5x Labor Added Dec 23, 8:41 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 30m
⚠️ 9.4 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 5, 1:37 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 12d 16h
🏁
Status: Closed by David Trost Jan 5, 6:23 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4h 46m
📄
▶
3 Status: Ready to Bill Jan 6, 11:58 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250569

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours

🔗 Related Artifacts

📞
Case 00545820
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Dec 23, 9:00 AM
Created
Nov 21, 11:52 AM
Invoice #
SM-250569

Work Details (5)

Name Type Status Qty Amount Date
WL-03046841 Labor Open 2 $0.00 Dec 23, 8:41 PM
WL-03046842 Labor Open 2.5 $275.00 Dec 23, 8:41 PM
WL-03046843 Travel Open 31 $110.00 Dec 23, 8:41 PM
WL-03046844 Expenses Open 1 $0.00 Dec 23, 8:41 PM
WL-03046845 Expenses Open 1 $0.00 Dec 23, 8:41 PM

Details