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WO-01318637 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Chase Brexton Health Care — 6901 Security Blvd, 2nd Fl, Ste 21, Windsor Mill MD, 21244-8419

Dec 3, 2025 → Dec 18, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 9, 2025
🕐 Clock stopped: Completed (Dec 19)
✗ SLA Missed (9d late)
Dispatch 0.0d
Material Management 0.9d
Coordinators 11.6d
Field Work 2.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.9 days
Coordinators
11.6 days
Over SLA
Field Work
2.3 days
Over SLA
Billing
0.0 days
Created: Dec 3, 2025 Due: Dec 18, 2025 Completed: Dec 19, 2025 (on time)
📅
11.7 days Total Age
⏱️
8.0d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
13.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 8, 2025
Visit 2 Dec 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548300
Midmark Service Request Dispatch Authorization - WO-00134284
Closed
Travel Zone 2 PROBLEM SUMMARY NWD No functions ADDITIONAL NOTES Unit is located Exam Room 8 - If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. DISPATCH ITEMS Serial # V1377464 Item 625*441666 ITEM DESCRIPTION 625-004 BARRIER-FREE HILO.115V.RCPT.PT.DRW HTR.SCALE.WRLS SCALE CNTRLS. PCR CODES Problem Cause Resolution PRODUCT HAS NO FUNCTION UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carl Saunders
Owner
Shelby Robinson
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318637 (current) Invoiced
Repair • Michael Harris
Created: Dec 3, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 8.0 days stuck in "Closed"
⏱️
Total Delay 13.4 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
2.5d / 1.0d SLA
Assigned
2.3d / 0.5d SLA
Scheduled
6.7d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Closed
10.0d / 1.0d SLA
Awaiting Parts - Customer
0.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 MOwens Carl replied back that Thurs. 12/18 between 10-11am works for the repair visit.

12/12/2025 LHill-LM at 6312915812 for Carl Saunders. Trying to schedule tech visit. (Was going to offer 12/18.)


12/12/2025 LHill-tracked parts- Delivered OnFriday, December 12 at 12:57 P.M.



12/12/2025 Sramen - updated due date and removed delay code. Also removed the serviced & closed dates that had previously been added.12/10/25 SReich

Order No: 743055 Customer PO No: 48551-15867715 Customer: Crothall Healthcare Inc Service Request NO: 1498838 Ship To Name: Chase Brexton Health Care Ship To Address: 6901 Security Blvd 2nd Fl, Ste 21 Ship To City/State: Windsor Mill, MD 212448419 Waybill (Tracking #): 1ZE444250371812685 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 10-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 053-1594-00-312 SERIAL #: DESCRIPTION: LIMIT SWITCH BUMPER

12/9 MOwens Per Midmark, customer approved parts order. Putting into awaiting parts status.

12/4 MOwens Called and spoke to Carl Saunders. He spoke to POC Joseph Jamieson. He said next Mon 12/8 from 2-5pm works for the repair visit. He said to call his number when tech arrives onsite and he will escort him to the exam room.

Call Joseph Jamison 443-492-8397

12/03/2025 SRobinson- Called Carl Saunders, 631.291.5812. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
the wireless foot control lost synchronization with the base. the exam chair was resynced to the base. The exam chair was tested. During testing the Back Down limit switch is tripped. the rubber stopper that is supposed to make contact has deteriorated and sticking to the limit switch. 12/18/2025..MH the rubber stopper was replaced and the exam chair was tested.
🔍 Technician Findings
the exam chair has no functions
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY NWD No functions ADDITIONAL NOTES Unit is located Exam Room 8 - If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. DISPATCH ITEMS Serial # V1377464 Item 625*441666 ITEM DESCRIPTION 625-004 BARRIER-FREE HILO.115V.RCPT.PT.DRW HTR.SCALE.WRLS SCALE CNTRLS. PCR CODES Problem Cause Resolution PRODUCT HAS NO FUNCTION UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark 625 (series) Barrier-Free® Exam Table

Timeline

📞
Case Linked Dec 3, 7:39 AM
Case Number: 00548300
Subject: Midmark Service Request Dispatch Authorization - WO-00134284
Status: Closed
📋
▶
2 Work Order Created Dec 3, 5:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 4, 9:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 34m
🗓️
▶
2 Status: Scheduled Dec 4, 10:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-08T19:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 8, 4:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 5h
⏱️
7x Labor Added Dec 8, 11:15 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.3666666666667, 1.0833333333333, 1.5833333333333, 55, 68
✔️
Status: Completed by Michael Harris Dec 8, 11:27 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 24m, 0m
⏳ 2.1 business days
🔄
Status: Reschedule by Melissa Owens Dec 10, 8:53 AM
From: Closed, Reschedule
To: Reschedule, Awaiting Parts - Customer
Duration in Previous: 1d 9h, 0m
📅
Status: Ready for Scheduling by Sherry Reich Dec 10, 4:03 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7h 9m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 11, 4:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
⏳ 2.9 business days
📅
▶
2 Dispatch Scheduled Dec 15, 1:07 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 3d 20h
⏳ 4.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 18, 12:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
2x Labor Added Dec 18, 11:19 PM
Type: Labor
Status: Open
Qty: 0.55, 1.1833333333333
🚗
▶
2 2x Travel Added Dec 18, 11:29 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 7m, 0m
⚠️ 8.1 business days
📄
▶
3 Status: Ready to Bill Dec 30, 3:23 PM
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-250155

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00548300
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Dec 18, 10:00 AM
Created
Dec 3, 5:57 PM
Invoice #
SM-250155

Work Details (11)

Name Type Status Qty Amount Date
WL-03030956 Labor Open 1.3666666666667 $165.00 Dec 8, 11:15 PM
WL-03030957 Labor Open 1.0833333333333 $0.00 Dec 8, 11:15 PM
WL-03030958 Labor Open 1.5833333333333 $0.00 Dec 8, 11:15 PM
WL-03030959 Travel Open 55 $110.00 Dec 8, 11:15 PM
WL-03030960 Travel Open 68 $0.00 Dec 8, 11:15 PM
WL-03030961 Expenses Open 1 $0.00 Dec 8, 11:15 PM
WL-03030962 Expenses Open 1 $0.00 Dec 8, 11:15 PM
WL-03042880 Labor Open 0.55 $0.00 Dec 18, 11:19 PM
WL-03042881 Labor Open 1.1833333333333 $137.50 Dec 18, 11:19 PM
WL-03042890 Travel Open 50 $110.00 Dec 18, 11:29 PM
WL-03042891 Expenses Open 1 $0.00 Dec 18, 11:29 PM

Details