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← WO Overview

WO-01324079 ↗ ServiceMax

MIDMARK • Repair • P4

📍 OBGYN Assoc. of St. Louis — 3844 S Lindbergh, Ste 210, St Louis MO, 63127

Dec 5, 2025 → Jan 8, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 11, 2025
🕐 Clock stopped: Completed (Jan 8)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (25d late)
Dispatch 0.0d
Material Management 1.7d
Coordinators 19.2d
Field Work 7.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Coordinators
19.2 days
Over SLA
Field Work
7.3 days
Over SLA
Billing
0.0 days
Created: Dec 5, 2025 Due: Jan 5, 2026 Completed: Jan 8, 2026 (2 days late)
📅
24.8 days Total Age
⏱️
7.1d in Tech Off Site Longest Stage
🔄
12 transitions Status Changes
⚠️
18.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 Kevin Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 19, 2025
Visit 2 Jan 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549041
Midmark Service Request Dispatch Authorization - WO-00134978
Closed
Zone 1 WD Light not turning on ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742243 002-10210-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rebecca Lemmon
Owner
Sherry Reich
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01324079 (current) Invoiced
Repair • Kevin Cox
Created: Dec 5, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 160 days old
🚨
Primary Delay 7.1 days stuck in "Tech Off Site"
⏱️
Total Delay 18.8 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
0.0d / 1.0d SLA
Awaiting Parts - Customer
1.7d
Assigned
6.5d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech Off Site
7.1d / 2.0d SLA
Reschedule
4.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5 KKelch called Rebecca to schedule for 1/8 between 2:30 and 3:30 pm. Customer confirmed. 

1/2 KKelch called Rebecca to schedule for 1/5 between 2:30 and 3:30 pm. Left VM. 

12/30 KKelch called Rebecca to schedule for 12/31 between 12 and 2 pm. Left VM. 

12/29/25 CDempsey- Contacting Kevin about this Past Scheduled wo.

12/23/2025jsells

Ship To Name: OBGYN Assoc. of St. Louis Ship To Address: 3844 S Lindbergh Ste 210 Ship To City/State: St. Louis, MO 63127 Waybill (Tracking #): 1ZE444250371842689 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 23-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10209-00 SERIAL #: DESCRIPTION: KIT, 253 LED FLEX ARM - MIST


12/16 KKelch Rebecca called me back to schedule for 12/19 between 2 and 3 pm. Customer confirmed. 

12/15 KKelch called Rebecca to schedule for 12/19 between 11:30 and 12:30 pm. Left VM. 

12/15 KKelch called Rebecca to schedule for 12/18 between 2 and 3 pm. Left VM.

12/11 KKelch called Rebecca to schedule for 12/18 between 12 and 2 pm. Left VM.

12/9 KKelch called Rebecca to schedule for 12/12 between 2 and 3 pm. Left VM. 

12/8/25 SReich

Order No: 742243 Customer PO No: SR1503130 Customer: Midmark No Charge Service Request NO: 1503130 Ship To Name: OBGYN Assoc. of St. Louis Ship To Address: 3844 S Lindbergh Ste 210 Ship To City/State: St. Louis, MO 63127 Waybill (Tracking #): 1ZE444250348215936 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 08-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10210-00 SERIAL #: DESCRIPTION: KIT, 253 LED LIGHTHEAD - MIST



12/5/25 SReich - Left her vm, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
replaced light head and unit still did not work spoke with midmark and checked for voltage and checked inside case and found that wires are pinched midmark is sending parts
🔍 Technician Findings
found that the light flex tube needs to be replaced and not the light head
⚠️ Problem Description
Zone 1 WD Light not turning on ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 742243 002-10210-00 1.00000
📄 Description
Midmark Ritter 253 LED Light

Timeline

📞
Case Linked Dec 4, 8:18 PM
Case Number: 00549041
Subject: Midmark Service Request Dispatch Authorization - WO-00134978
Status: Closed
📋
▶
2 Work Order Created Dec 5, 12:53 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 5, 1:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 10m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Dec 8, 2:59 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 1h
👷
▶
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: 6m
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Dec 16, 10:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T20:00:00.000+0000
⏳ 4.0 business days
🚗
Status: Tech Off Site by Kevin Cox Dec 19, 6:01 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 3d 8h
⏱️
▶
3 2x Labor Added Dec 19, 6:12 PM
2x Labor Added → 2x Labor Added → Travel Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 14
🚗
Travel Added
Type: Travel
Status: Open
Qty: 27
⚠️ 7.7 business days
🔄
Status: Reschedule by Kaitlyn Kelch Dec 30, 1:58 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 10d 19h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 9:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-08T20:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Kevin Cox Jan 8, 4:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 7h
⏱️
▶
2 5x Labor Added Jan 8, 6:10 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 46m, 0m
⏳ 2.7 business days
📄
▶
3 Status: Ready to Bill Jan 12, 4:01 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-251030

Bottlenecks

Assigned
Duration: 6.5 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech Off Site
Duration: 7.1 business days (threshold: 2.0 business days)
Exceeded by 5.1 business days
Reschedule
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00549041
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Jan 8, 3:30 PM
Created
Dec 5, 12:53 PM
Invoice #
SM-251030

Work Details (10)

Name Type Status Qty Amount Date
WL-03043969 Labor Open 0.66666666666667 $0.00 Dec 19, 6:12 PM
WL-03043970 Labor Open 0.58333333333333 $82.50 Dec 19, 6:12 PM
WL-03043973 Labor Open 0.58333333333333 $0.00 Dec 19, 6:14 PM
WL-03043974 Travel Open 14 $0.00 Dec 19, 6:14 PM
WL-03043975 Travel Open 27 $110.00 Dec 19, 6:16 PM
WL-03058291 Labor Open 0.33333333333333 $0.00 Jan 8, 6:10 PM
WL-03058292 Labor Open 0.58333333333333 $82.50 Jan 8, 6:10 PM
WL-03058293 Labor Open 0.5 $0.00 Jan 8, 6:10 PM
WL-03058294 Travel Open 14 $0.00 Jan 8, 6:10 PM
WL-03058295 Travel Open 11 $110.00 Jan 8, 6:10 PM

Details