Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327643 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Baylor St Luke Magnolia Primary Care — 13371 Fm 1488 Rd, Ste 104, Magnolia TX, 77354

Dec 22, 2025 → Jan 8, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 26, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 9)
✗ SLA Missed (13d late)
Dispatch 0.0d
Material Management 1.0d
Coordinators 15.3d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
15.3 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 22, 2025 Due: Jan 13, 2026 Completed: Jan 9, 2026 (4 days early)
📅
14.0 days Total Age
⏱️
7.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
11.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 29, 2025
Visit 2 Jan 8, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00553529
Midmark Service Request Dispatch Authorization - WO-00140075
Closed
Zone 1 WD Scale issue For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kerlyn Suarez
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327643 (current) Invoiced
Repair • Chane Lacy
Created: Dec 22, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 143 days old
🚨
Primary Delay 7.4 days stuck in "Scheduled"
⏱️
Total Delay 11.3 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
Assigned
1.8d / 0.5d SLA
Scheduled
13.4d / 2.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/31 KKelch called Kerlyn to schedule for 1/8 between 9 and 11 am. Customer confirmed. 

12/30/2025 SRobinson- Order No: 746285


Customer PO No: SR1511780


Customer: Midmark No Charge


Service Request NO: 1511780


Ship To Name: Baylor St Luke Magnolia Primry Care


Ship To Address: 13371 Fm 1488 Rd Ste 104   


Ship To City/State: Magnolia, TX 77354-7413


Waybill (Tracking #): 1ZE444250346033823


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 30-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


12/23 KKelch called Kerlyn to reschedule for 12/29 between 9 and 11 am. Customer confirmed. 

12/22 KKelch called Kerlyn to schedule for 12/23 between 2 and 3 pm. Customer confirmed. 

12/22/2025jsells

left a voicemail with the work order number and told the contact someone will call to schedule this visit

🔧 Work Performed
12/29 Evaluated unit and found the hand control is not connected. I have paired the hand control with the table. I have then tested the scale and it times out. I have attempted to calibrate the scale but it wont let me with the time out. A new scale board has been ordered from midmark. 1/8 CLacy- Removed and replaced the scale board with a new one from midmark. Scale calibration completed and passed. This unit is ready to return to service
🔍 Technician Findings
Unit has no function
⚠️ Problem Description
Zone 1 WD Scale issue 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 22, 12:52 PM
Case Number: 00553529
Subject: Midmark Service Request Dispatch Authorization - WO-00140075
Status: Closed
📋
▶
2 Work Order Created Dec 22, 2:42 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
👷
▶
4 Technician Assigned Dec 22, 3:07 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-23T20:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
⏳ 2.0 business days
🆕
▶
3 Status: Entered Dec 23, 3:31 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-29T15:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
3 5x Labor Added Dec 29, 7:53 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087416
Status: Closed
📦
Status: Awaiting Parts by Chane Lacy
From: Scheduled
To: Awaiting Parts
Duration in Previous: 6d 4h
📅
Status: Ready for Scheduling by Shelby Robinson Dec 30, 12:28 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 16h 34m
👷
▶
2 Technician Assigned Dec 30, 12:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
🗓️
▶
2 Status: Scheduled Dec 31, 9:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-08T15:00:00.000+0000
⚠️ 7.0 business days
🔩
2x Parts Added Jan 8, 7:56 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Jan 8, 10:02 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 18
✔️
Status: Completed by Chane Lacy Jan 8, 10:14 PM
From: Scheduled
To: Completed
Duration in Previous: 8d 12h
🏁
Status: Closed by Chane Lacy Jan 8, 10:28 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 3.2 business days
📄
▶
3 Status: Ready to Bill Jan 13, 10:56 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-251065

Bottlenecks

Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00553529
Closed
📦
Parts Order 00087416
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Jan 8, 10:00 AM
Created
Dec 22, 2:42 PM
Invoice #
SM-251065

Work Details (10)

Name Type Status Qty Amount Date
WL-03049436 Labor Open 0.5 $0.00 Dec 29, 7:53 PM
WL-03049437 Labor Open 1 $110.00 Dec 29, 7:53 PM
WL-03049438 Labor Open 0.5 $0.00 Dec 29, 7:53 PM
WL-03049439 Travel Open 18 $110.00 Dec 29, 7:53 PM
WL-03049440 Travel Open 18 $0.00 Dec 29, 7:53 PM
WL-03058434 Parts Open 1 $0.00 Jan 8, 7:56 PM
WL-03058435 Expenses Open 1 $0.00 Jan 8, 7:56 PM
WL-03058683 Labor Open 0.5 $0.00 Jan 8, 10:02 PM
WL-03058684 Labor Open 1 $110.00 Jan 8, 10:02 PM
WL-03058685 Travel Open 18 $110.00 Jan 8, 10:02 PM

Details