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WO-01324069 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Novamed Eye SC — 5520 College Blvd, Ste 200,, OVERLAND PARK, KS, 66211

Dec 5, 2025 → Dec 16, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 11, 2025
🕐 Clock stopped: Completed (Dec 16)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (2d late)
Dispatch 0.0d
Material Management 1.8d
Coordinators 7.5d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
7.5 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 5, 2025 Due: Dec 15, 2025 Completed: Dec 16, 2025 (on time)
📅
7.8 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
7.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00549039
Midmark Service Request Dispatch Authorization - WO-00134976
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD Front cover is cracked ADDITIONAL NOTES The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742242 002-10248-00 1.00000 Return Exchange Open 742242 053-2436-00 -1 Ship Exchanged Open 742242 053-2436-00 1.00000 Ship Exchanged Open 742242 S006-00909 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Allison Rodriguez
Owner
Kimberly Hardison
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01324069 (current) Invoiced
Repair • Thomas J Langenberg Jr
Created: Dec 5, 2025 • Closed: Dec 16, 2025
Completed with minor delays
Invoiced • 160 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 7.7 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.8d
Assigned
1.5d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
3.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250371621122

The status of your package has changed.


Exception Reason: Due to operating conditions, your package may be delayed.


Exception Resolution: Delivery will be delayed by one business day

12/11/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250372366915

The status of your package has changed.

Exception Reason: Due to operating conditions, your package may be delayed.

Exception Resolution: Delivery will be delayed by one business day.

12/9 KKelch called Allison to schedule for 12/15 between 9 and 11 am, she asked for 12/16 between 11 and 1 pm. Customer confirmed. 

12/8/2025jsells

Ship To Name: Novamed Eye SC Ship To Address: 5520 College Blvd Ste 200 Ship To City/State: OVERLAND PARK, KS 66211 Waybill (Tracking #): 1ZE444250372366915 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 08-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10248-00 SERIAL #: DESCRIPTION: KIT, 255 REFLECTOR LIP RING W/ RITTER MEMBRANE LINE NO: 2.1 QTY: 1 ITEM: 053-2436-00 SERIAL #: DESCRIPTION: 255 FACEPLATE LINE NO: 4.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259047922037 DESCRIPTION: ARS LABEL, ST RT 47 WEST

12/5 KHardison, Left a vm regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts

🔧 Work Performed
replaced clear plastic cover, shroud and control membranes
🔍 Technician Findings
shroud and clear plastic cover are cracked and broken
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD Front cover is cracked ADDITIONAL NOTES The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742242 002-10248-00 1.00000 Return Exchange Open 742242 053-2436-00 -1 Ship Exchanged Open 742242 053-2436-00 1.00000 Ship Exchanged Open 742242 S006-00909 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Dec 4, 7:25 PM
Case Number: 00549039
Subject: Midmark Service Request Dispatch Authorization - WO-00134976
Status: Closed
📋
▶
2 Work Order Created Dec 5, 12:26 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Status: Assigned Dec 5, 12:46 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Thomas J Langenberg Jr
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 8, 2:54 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 2h
👷
▶
2 Technician Assigned Dec 8, 3:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12m
🗓️
▶
2 Status: Scheduled Dec 9, 9:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-16T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Dec 16, 12:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 2h
⏱️
▶
2 3x Labor Added Dec 16, 1:11 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 5m, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 19, 4:15 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Dec 19, 8:41 PM
Invoice Number: SM-249667

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.9 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00549039
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Dec 16, 12:00 PM
Created
Dec 5, 12:26 PM
Invoice #
SM-249667

Work Details (3)

Name Type Status Qty Amount Date
WL-03039269 Labor Open 0.16666666666667 $0.00 Dec 16, 1:11 PM
WL-03039270 Labor Open 1.15 $137.50 Dec 16, 1:11 PM
WL-03039271 Travel Open 1 $110.00 Dec 16, 1:11 PM

Details