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WO-01325010 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Garden State Urology — 261 James St, Ste 1A, RM 3,, Morristown NJ, 07960

Dec 11, 2025 → Dec 15, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 17, 2025
🕐 Clock stopped: Completed (Dec 15)
✓ SLA Met (1d early)
Dispatch 0.0d
Material Management 0.4d
Coordinators 3.7d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.4 days
Coordinators
3.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 11, 2025 Due: Dec 18, 2025 Completed: Dec 15, 2025 (3 days early)
📅
2.8 days Total Age
⏱️
4.5d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00550970
Midmark Service Request Dispatch Authorization - WO-00137233
Closed
Zone 1 NWD Base not functioning properly If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 743598 002-10050-00 1.00000 Ship Exchanged Open 743598 015-3481-00 1.00000
Priority
High
Origin
Email
Reason
New Case
Contact
Linette Torres
Owner
Jessica Sells
Created
Dec 11, 2025
Work Orders from this Case (1)
WO-01325010 (current) Invoiced
Repair • Pete Ramos
Created: Dec 11, 2025 • Closed: Dec 15, 2025
Completed with minor delays
Invoiced • 154 days old
🚨
Primary Delay 4.5 days stuck in "Closed"
⏱️
Total Delay 3.8 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
1.4d / 1.0d SLA
Awaiting Parts - Customer
0.4d
Assigned
0.2d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250171640061

The status of your package has changed.

Scheduled DeliveryToday, December 12 by 3:00 P.M


12/12 KSmith -- Scheduled for Monday with Linette. 10am-12pm

12/12 KSmith -- Left VM to schedule for Monday

12/11/25 lcoonrod

Your shipment 1ZE444250171640061 Estimated delivery date will be available when UPS receives the package. Order No: 743598 Customer PO No: SR1507016 Customer: Garden State Urology Service Request NO: 1507016 Ship To Name: Garden State Urology Ship To Address: 261 James St Ste 1A RM 3 Ship To City/State: Morristown, NJ 07960-6392 Waybill (Tracking #): 1ZE444250171640061 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 11-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10050-00 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y LINE NO: 2.1 QTY: 1 ITEM: 015-3481-00 SERIAL #: DESCRIPTION: I/O COMMUNICATION HARNESS


12/11/2025jsells

left a voicemail for Linette with the WO # and told her a coordinator will call to schedule the visit

🔧 Work Performed
The technician found the harness to be damaged. The technician replaced the harness and the foot pedal on the unit. All functions were checked, and the unit is working properly.
🔍 Technician Findings
tech found the unit not working
⚠️ Problem Description
Zone 1 NWD Base not functioning properly If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 743598 002-10050-00 1.00000 Ship Exchanged Open 743598 015-3481-00 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Dec 11, 11:49 AM
Case Number: 00550970
Subject: Midmark Service Request Dispatch Authorization - WO-00137233
Status: Closed
📋
▶
2 Work Order Created Dec 11, 12:16 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 11, 1:10 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 51m, 0m
📅
Status: Ready for Scheduling by Leona Coonrod Dec 11, 4:19 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 9m
👷
▶
2 Status: Assigned Dec 12, 7:52 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Pete Ramos
📅
▶
2 Dispatch Scheduled Dec 12, 9:44 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1h 51m
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Dec 15, 2:48 PM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Pete Ramos
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 5h
✔️
▶
2 Status: Completed Dec 15, 2:58 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Pete Ramos
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 19, 2:39 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 23h, 0m
💰
Status: Invoiced by Nancy Suarez Dec 19, 2:55 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 15m
⏳ 1.9 business days
🧾
Invoice Created Dec 22, 7:31 AM
Invoice Number: SM-249647

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Closed
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days

🔗 Related Artifacts

📞
Case 00550970
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Dec 15, 11:30 AM
Created
Dec 11, 12:16 PM
Invoice #
SM-249647

Work Details (3)

Name Type Status Qty Amount Date
WL-03038141 Labor Open 0.75 $0.00 Dec 15, 2:48 PM
WL-03038142 Labor Open 1 $110.00 Dec 15, 2:48 PM
WL-03038143 Travel Open 30 $110.00 Dec 15, 2:48 PM

Details