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WO-01324667 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Bedford VAMC — 200 Springs Rd, Bedford MA, 01730

Dec 9, 2025 → Dec 19, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 15, 2025
🕐 Clock stopped: Completed (Dec 19)
⏸ 4d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 3.9d
Coordinators 8.1d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.9 days
Coordinators
8.1 days
Over SLA
Billing
2.0 days
Created: Dec 9, 2025 Due: Dec 22, 2025 Completed: Dec 19, 2025 (3 days early)
📅
8.2 days Total Age
⏱️
10.4d in Closed Longest Stage
🔄
14 transitions Status Changes
⚠️
12.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Dec 18, 2025
Visit 2 Dec 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550279
Midmark Service Request Dispatch Authorization - WO-00136496
Closed
Travel Zone 2 PROBLEM SUMMARY NWD Torn upholstery. ADDITIONAL NOTES 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. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 743034 002-2002-814 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Aliana Caron
Owner
Shelby Robinson
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324667 (current) Invoiced
Repair • David Cavaco
Created: Dec 9, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 10.4 days stuck in "Closed"
⏱️
Total Delay 12.5 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
1.9d / 1.0d SLA
Awaiting Parts - Customer
3.9d
Assigned
1.4d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Reschedule
0.6d / 2.0d SLA
Closed
13.5d / 1.0d SLA
WO Correction Needed
2.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/6 SRogers: SRA corrected and moved back to closed. Thank you.

1/6/2026 SRA for date of service 12/18 is missing please close once it has been attached.

1/2 SRogers: FSE is on PTO today - will address with him upon his return on 1/5

01/02/25 NSuarez SRA for date of service 12/18 is missing.

12/18 KSmith -- Scheduled for tomorrow with Aliana

781-687-4444 - direct line for the biomed shop 

781-999-1893 - my cell 

 

The building they can meet us in is building 2, the front entrance. From there we can show them the room. The chair is located in building 78 second floor, the telehealth dept. 

 

I will be on site personally until about 10am tomorrow however, I can help coordinate the repair with my team if the technician arrives after I am gone - as I have to attend to an offsite clinic later in the day. 

12/18 KSmith -- FSE arrived onsite as scheduled but needed a building/department number to know where to go and was unable to reach the POC. Sent email to reschedule for tomorrow and requested the building/department so FSE knows which building to go to when arriving on site (Site is a large campus with multiple buildings)

12/16 KSmith -- Scheduled for Thursday with Aliana. 9-11am

12/16 KSmith -- Scheduled for Thursday with Aliana. 9-11am

12/16 KSmith -- Left VM to schedule for Thurs or Fri. Sending email as well. (DC)

12/15/2025jsells

Ship To Name: VA Medical Center Ship To Address: 200 Springs Rd Ship To City/State: Bedford, MA 01730-1198 Waybill (Tracking #): 1ZE444250347632308 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 15-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-2002-814 SERIAL #: DESCRIPTION: 626 PREMIUM 32" UPHOLSTERY, STONE


12/09/2025 SRobinson- Sending email to aliana.caron@va.gov with WO# and advising a coordinator will be reaching out to schedule.

🔧 Work Performed
12/19 Replaced upholstery and function tested unit
🔍 Technician Findings
12/18 Arrived on location, Could not reach contact, No location of unit given on WO. Reschedule needed. 12/19Found upholstery torn on back rest
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY NWD Torn upholstery. ADDITIONAL NOTES 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. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 743034 002-2002-814 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 9, 2:13 PM
Case Number: 00550279
Subject: Midmark Service Request Dispatch Authorization - WO-00136496
Status: Closed
📋
▶
2 Work Order Created Dec 9, 5:43 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 10, 11:37 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 17h 49m, 0m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 15, 10:11 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 22h
👷
▶
2 Technician Assigned Dec 15, 3:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 36m
👷
▶
3 Technician Assigned Dec 16, 10:21 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 18h 35m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-18T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 16, 10:26 AM
Scheduled For: 2025-12-18T15:30:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Kourtney Smith Dec 18, 12:34 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 2h
⏱️
3x Labor Added Dec 18, 4:51 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.5, 66
📅
▶
2 Dispatch Scheduled Dec 18, 5:28 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 4h 53m
⏱️
▶
2 3x Labor Added Dec 19, 3:59 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 22h 32m, 0m
🚨 11.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 2, 12:39 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 13d 20h
⏳ 2.0 business days
🏁
Status: Closed by DAVID CAVACO Jan 5, 5:24 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 3d 4h
✏️
Status: WO Correction Needed by Nancy Suarez Jan 6, 10:30 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 17h 6m
🏁
Status: Closed by Shawn Rogers Jan 6, 11:53 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 22m
📄
▶
3 Status: Ready to Bill Jan 7, 9:31 AM
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-250643

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours

🔗 Related Artifacts

📞
Case 00550279
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Cavaco
Scheduled
Dec 19, 1:00 PM
Created
Dec 9, 5:43 PM
Invoice #
SM-250643

Work Details (6)

Name Type Status Qty Amount Date
WL-03042343 Labor Open 1 $0.00 Dec 18, 4:51 PM
WL-03042344 Labor Open 0.5 $55.00 Dec 18, 4:51 PM
WL-03042345 Travel Open 66 $110.00 Dec 18, 4:51 PM
WL-03043693 Labor Open 1.5 $0.00 Dec 19, 3:59 PM
WL-03043694 Labor Open 1 $110.00 Dec 19, 3:59 PM
WL-03043695 Travel Open 66 $110.00 Dec 19, 3:59 PM

Details