Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317002 ↗ ServiceMax

MIDMARK • Repair • P4

📍 HHCMG Podiatry — 136 S Main St,, WEST HARTFORD CT, 06107-3451

Nov 24, 2025 → Dec 10, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 28, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 10)
✗ SLA Missed (11d late)
Dispatch 0.0d
Material Management 1.4d
Coordinators 15.2d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
15.2 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Nov 24, 2025 Due: Dec 10, 2025 Completed: Dec 10, 2025 (on time)
📅
12.4 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
11.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 2, 2025
Visit 2 Dec 10, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546236
Midmark Service Request Dispatch Authorization - WO-00130940
Closed
Zone 1 WD Obstruction with footrest extension For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Joanna Cotto
Owner
Jessica Sells
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317002 (current) Invoiced
Repair • Luis Torres
Created: Nov 24, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 171 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 11.2 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
3.7d / 1.0d SLA
Assigned
4.7d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Awaiting Parts
1.4d / 3.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/9 KSmith -- Scheduled for tomorrow with Joanna. 9-11am.

12/8 KSmith -- Left VM and sent email to schedule for Wednesday. Teams message to Stephanie to reassign from Shawn to Luis

12/3 KHardison: Updated due date

1ZE444250348327986

Estimated delivery

Tomorrow, December 04 between 12:30 P.M. - 4:30 P.M.

LINE NO: 1.1 QTY: 2 ITEM: 016-1169-00 SERIAL #: DESCRIPTION: DRAWER SLIDE, 500 LBS.

11/26 SRogers: Joanna called back and requested a service visit on Tuesday, Dec 2 at 11:00 AM. Updated schedule accordingly


11/26 SRogers: Left a voicemail for POC (Joanna) to schedule a service visit. Will call again on Monday.

11/26/2025 Sramen - received teams message in service pod chat asking to assign to sup Srogers. He will call and schedule himself.


11/26 KSmith -- Shawn is going to run this call on Monday. Teams message to Stephanie to assign to Shawn

11/25 KSmith -- Shawn is looking into this and may run this call himself on Monday. Shawn will let me know today

11/24/2025jsells

spoke with Joanna, and I gave her the WO# and told her a coordinator will call to schedule

🔧 Work Performed
12/2 SRogers: Once I identified that the drawer slides were the issue, I first attempted every/any adjustments possible and lubricated it to prevent it from binding. Since it still was binding, I spoke with Jason at Midmark who advised he would send replacement sliders. **12/10/25-LT-**Foot sliders binding up and dos not allow the foot section to slide as it should **R&R PR & PL slider assembly **Function & cycle tested to confirm no other issues
🔍 Technician Findings
Upon inspection, I found that the foot extension sliders were damaged and require replacement.
⚠️ Problem Description
Zone 1 WD Obstruction with footrest extension For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 647 (Series) Barrier-Free® Podiatry Procedures Chair

Timeline

📞
Case Linked Nov 24, 8:50 AM
Case Number: 00546236
Subject: Midmark Service Request Dispatch Authorization - WO-00130940
Status: Closed
📋
▶
2 Work Order Created Nov 24, 3:33 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 Status: Assigned Nov 24, 3:41 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
⏳ 3.0 business days
🆕
▶
2 Status: Entered Nov 26, 10:11 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Stephanie Ramen
Technician: a0h5A00000HFAYJQA5, Shawn Rogers
📅
▶
2 Dispatch Scheduled Nov 26, 12:44 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Shawn Rogers
From: Assigned
To: Scheduled
Duration in Previous: 2h 32m
⚠️ 5.0 business days
⏱️
▶
3 5x Labor Added Dec 2, 3:28 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086116
Status: Closed
📦
Status: Awaiting Parts by Shawn Rogers
From: Scheduled
To: Awaiting Parts
Duration in Previous: 6d 2h
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 3, 1:52 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 23m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Dec 8, 10:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 20h
🗓️
▶
2 Status: Scheduled Dec 9, 8:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-10T15:00:00.000+0000
🆕
▶
3 Status: Entered Dec 9, 8:57 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-10T15:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Dec 10, 3:21 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 1d 6h
🏁
Status: Closed by Luis Torres Dec 10, 3:50 PM
From: Completed
To: Closed
Duration in Previous: 27m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 15, 11:36 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
🧾
▶
2 Invoice Created Dec 15, 11:43 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Ready for Scheduling
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00546236
Closed
📦
Parts Order 00086116
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Dec 10, 10:00 AM
Created
Nov 24, 3:33 PM
Invoice #
SM-249114

Work Details (8)

Name Type Status Qty Amount Date
WL-03023778 Labor Open 1.5 $0.00 Dec 2, 3:28 PM
WL-03023779 Labor Open 1 $110.00 Dec 2, 3:28 PM
WL-03023780 Labor Open 1.5 $0.00 Dec 2, 3:28 PM
WL-03023781 Travel Open 64 $110.00 Dec 2, 3:28 PM
WL-03023782 Travel Open 64 $0.00 Dec 2, 3:28 PM
WL-03033122 Labor Open 0.75 $0.00 Dec 10, 3:21 PM
WL-03033123 Labor Open 4 $440.00 Dec 10, 3:21 PM
WL-03033124 Travel Open 27 $110.00 Dec 10, 3:21 PM

Details