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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318559 ↗ ServiceMax

Atrius Health • Repair • P3

📍 Atrius Health - Braintree — 111 Grossman Drive, Braintree MA, 02184

Dec 3, 2025 → Jan 7, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 8, 2025
🕐 Clock stopped: Completed (Jan 8)
⏸ 29d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.4d
Material Management 22.1d
Coordinators 4.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.4 days
Material Management
22.1 days
Over SLA
Coordinators
4.0 days
Over SLA
Billing
0.0 days
Created: Dec 3, 2025 Due: Jan 8, 2026 Completed: Jan 8, 2026 (on time)
📅
25.6 days Total Age
⏱️
22.1d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
22.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00548102
HCP L2 Review
Closed
Service Call - AUC - Exam Table Ritter 222 by Midmark - Model # 222-016 - Serial # V844380 (NEEDS REPLACEMENT OF THE HYDRAULIC PISTON) - Exam Room # 4 Please create w/o for tech to replace gas spring on 1 exam table. Tech will need 1 gas spring kit, 002-1682-00
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chris Houston
Owner
Shelby Robinson
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318559 (current) Invoiced
Repair • Nick O'Neill
Created: Dec 3, 2025 • Closed: Jan 7, 2026
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 22.1 days stuck in "Awaiting Parts"
⏱️
Total Delay 22.6 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
L2 Screening
0.4d / 1.0d SLA
Awaiting Parts
22.1d / 3.0d SLA
Reschedule
0.4d / 2.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/2/26 Rberry- Received confirmation from Robert Clarke confirming scheduled date of 1/8/26 with arrival time between 8-10AM.


Onsite Access Requirements


Are there any requirements for the technician to access the site (credentialing, safety training, escorts, badges, PPE, etc,)?  No but must check-in with Building Services Lower Level

Are there any additional requirements to access the equipment itself (locked room, gate, etc.)? No


1/2/26 RBerry- Emailed Chris Houston to schedule for 1/8/26 with arrival time between 8-10AM. Waiting for confirmation. See logged email.


1/2/26 RBerry- Updated due date based on parts. Removed delay code



12/30/20025 SRobinson- Order No: 746201


Customer PO No: PO015683


Customer: EMSAR Inc


Ship To Name: Atrius Health - Braintree


Ship To Address: 111 Grossman Drive    


Ship To City/State: Braintree, MA 02184


Waybill (Tracking #): 1ZE444250370182359


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 30-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-1682-00 SERIAL #: DESCRIPTION: HILO GAS SPRING KIT (W/TOP COVER)

🔧 Work Performed
01/07/2026 - JWD Assisted Nick with the repair of the chair with replacing the piston. Piston Replaced and Exam chair was was returned to service
🔍 Technician Findings
gas piston needed to be replaced
⚠️ Problem Description
Service Call - AUC - Exam Table Ritter 222 by Midmark - Model # 222-016 - Serial # V844380 (NEEDS REPLACEMENT OF THE HYDRAULIC PISTON) - Exam Room # 4 Please create w/o for tech to replace gas spring on 1 exam table. Tech will need 1 gas spring kit, 002-1682-00 https://www.ebiotrack.com/workorder.php?wo=70091
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Dec 2, 2:36 PM
Case Number: 00548102
Subject: HCP L2 Review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 3, 3:12 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 3, 6:07 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 53m
🚨 22.7 business days
🔩
▶
2 2x Parts Added Jan 2, 12:07 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 29d 18h
👷
▶
2 Technician Assigned Jan 2, 3:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Reschedule
To: Assigned
Duration in Previous: 2h 55m
🗓️
▶
2 Status: Scheduled Jan 2, 4:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-01-08T14:00:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Jan 7, 4:17 PM
Type: Labor
Status: Open
Qty: 0.25, 1, 1.5
⏱️
▶
2 3x Labor Added Jan 7, 7:55 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 3h, 0m
⏳ 3.5 business days
📄
▶
3 Status: Ready to Bill Jan 12, 9:28 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250952

Bottlenecks

Awaiting Parts
Duration: 22.1 business days (threshold: 3.0 business days)
Exceeded by 19.1 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00548102
Closed
📦
Parts Order 00086195
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Nick O'Neill
Scheduled
Jan 8, 9:00 AM
Created
Dec 3, 3:12 PM
Invoice #
SM-250952

Work Details (8)

Name Type Status Qty Amount Date
WL-03052478 Parts Open 1 $685.80 Jan 2, 12:07 PM
WL-03052479 Expenses Open 1 $32.32 Jan 2, 12:07 PM
WL-03056550 Labor Open 0.25 $0.00 Jan 7, 4:17 PM
WL-03056551 Labor Open 1 $100.00 Jan 7, 4:17 PM
WL-03056552 Labor Open 1.5 $0.00 Jan 7, 4:17 PM
WL-03056948 Labor Open 0.5 $0.00 Jan 7, 7:55 PM
WL-03056949 Labor Open 1 $100.00 Jan 7, 7:55 PM
WL-03056950 Labor Open 2 $75.00 Jan 7, 7:55 PM

Details