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← WO Overview

WO-01326583 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center Newington — 555 Willard Ave, Newington CT, 06111-2631

Dec 15, 2025 → Dec 18, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 19, 2025
🕐 Clock stopped: Completed (Dec 18)
✓ SLA Met
Dispatch 0.0d
Coordinators 4.8d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.8 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 15, 2025 Due: Dec 19, 2025 Completed: Dec 18, 2025 (1 days early)
📅
3.8 days Total Age
⏱️
9.1d in Closed Longest Stage
🔄
9 transitions Status Changes
⚠️
10.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551702
Midmark Service Request Dispatch Authorization - WO-00137374
Closed
Zone 1 MGIV Scale weight is off - 2 serial #s ADDITIONAL NOTES Tech will need to bring a 50 lb calibrated weight for calibration. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Renee Amoako
Owner
Sherry Reich
Created
Dec 15, 2025
Work Orders from this Case (2)
WO-01326582 Invoiced
Repair • Darrell Hope
Created: Dec 15, 2025 • Closed: Dec 18, 2025
WO-01326583 (current) Invoiced
Repair • Darrell Hope
Created: Dec 15, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 150 days old
🚨
Primary Delay 9.1 days stuck in "Closed"
⏱️
Total Delay 10.0 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
0.4d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
9.1d / 1.0d SLA
07e-Partial Project
3.6d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/16 KSmith -- Scheduled for 12/18 with Renee. 9-11am

12/15 KSmith -- Sent email to schedule for Thursday

🔧 Work Performed
12/18, dhope, performed weight calibration, allowed customer to see calibration results, performed weight check using customer, customer satisfied with results...
🔍 Technician Findings
12/18, dhope, customer reported concerns regarding weight accuracies...
⚠️ Problem Description
Zone 1 MGIV Scale weight is off - 2 serial #s ADDITIONAL NOTES Tech will need to bring a 50 lb calibrated weight for calibration. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 15, 12:05 PM
Case Number: 00551702
Subject: Midmark Service Request Dispatch Authorization - WO-00137374
Status: Closed
📋
▶
2 Work Order Created Dec 15, 12:16 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 15, 3:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 21m
🗓️
▶
2 Status: Scheduled Dec 16, 8:05 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-18T15:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Dec 18, 5:48 PM
From: Scheduled
To: Completed
Duration in Previous: 2d 9h
⏱️
▶
2 3x Labor Added Dec 18, 5:57 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 9m
⚠️ 9.8 business days
📋
Status: 07e-Partial Project by Nancy Suarez Dec 31, 2:21 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 12d 20h
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Jan 5, 10:19 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 38.0 business days
🧾
Invoice Created Feb 25, 6:45 PM
Invoice Number: SM-250459

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 9.1 business days (threshold: 1.0 business days)
Exceeded by 8.1 business days

🔗 Related Artifacts

📞
Case 00551702
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hope
Scheduled
Dec 18, 10:00 AM
Created
Dec 15, 12:16 PM
Invoice #
SM-250459

Work Details (3)

Name Type Status Qty Amount Date
WL-03042461 Labor Open 3.25 $0.00 Dec 18, 5:57 PM
WL-03042462 Labor Open 0.73333333333333 $82.50 Dec 18, 5:57 PM
WL-03042463 Travel Open 114 $110.00 Dec 18, 5:57 PM

Details