Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328153 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Univ of Michigan — 1051 N Canton Ctr, Canton MI, 48187

Dec 26, 2025 → Jan 5, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 1, 2026
🕐 Clock stopped: Completed (Jan 5)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 2.2d
Coordinators 5.2d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.2 days
Coordinators
5.2 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Dec 26, 2025 Due: Jan 7, 2026 Completed: Jan 5, 2026 (2 days early)
📅
6.6 days Total Age
⏱️
4.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
3.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00554344
Midmark Service Request Dispatch Authorization - WO-00141976
Closed
Zone 2 NWD-no functions-all buttons just beep 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! Return Exchange Open 746162 002-10083-02-1 Ship Exchanged Open 746162 002-10083-02 1.00000 Ship Exchanged Open 746162 S006-00909 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dennis Gilhooly
Owner
Jessica Sells
Created
Dec 26, 2025
Work Orders from this Case (1)
WO-01328153 (current) Invoiced
Repair • Mike Huffman
Created: Dec 26, 2025 • Closed: Jan 5, 2026
Completed with minor delays
Invoiced • 139 days old
🚨
Primary Delay 4.7 days stuck in "Scheduled"
⏱️
Total Delay 3.9 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
0.5d / 1.0d SLA
Awaiting Parts - Customer
2.2d
Scheduled
4.7d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30/2025 CRamen spoke to Dennis and he said to schedule for Monday 1/5/2026 with tech arrival between 8-10am. 


12/30/2025jsells

Ship To Name: University of Michigan Ship To Address: 39901 Traditions Dr Northville Health Ctr Ship To City/State: NORTHVILLE, MI 48168 Waybill (Tracking #): 1ZE444250371149572 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10083-02 SERIAL #: DESCRIPTION: KIT, 626 MAIN PC BOARD LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259048312471 DESCRIPTION: ARS LABEL, ST RT 47 WEST


12/26/2025jsells

left a voicemail with the work order number, and told Dennis someone will call him to schedule the visit

🔧 Work Performed
1/5/2026 Mike Huffman. Replaced the main control board. Tested full functionally. All tests passed. Completed the Service Request Authorization and obtained customer signature.
🔍 Technician Findings
Exam chair has no working functions.
⚠️ Problem Description
Zone 2 NWD-no functions-all buttons just beep 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! Return Exchange Open 746162 002-10083-02-1 Ship Exchanged Open 746162 002-10083-02 1.00000 Ship Exchanged Open 746162 S006-00909 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 26, 2:20 PM
Case Number: 00554344
Subject: Midmark Service Request Dispatch Authorization - WO-00141976
Status: Closed
📋
▶
2 Work Order Created Dec 26, 2:28 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 26, 5:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2h 56m, 0m
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 30, 12:28 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 19h
📅
▶
2 Dispatch Scheduled Dec 30, 1:43 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1h 14m
⚠️ 5.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Jan 5, 8:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 19h
⏱️
▶
2 5x Labor Added Jan 5, 5:12 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 24m, 0m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Jan 7, 3:12 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Jan 12, 1:55 PM
Invoice Number: SM-250710

Bottlenecks

Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00554344
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Mike Huffman
Scheduled
Jan 5, 9:00 AM
Created
Dec 26, 2:28 PM
Invoice #
SM-250710

Work Details (5)

Name Type Status Qty Amount Date
WL-03053972 Labor Open 3.5 $0.00 Jan 5, 5:12 PM
WL-03053973 Labor Open 2 $220.00 Jan 5, 5:12 PM
WL-03053974 Labor Open 5.5 $0.00 Jan 5, 5:12 PM
WL-03053975 Travel Open 90 $110.00 Jan 5, 5:12 PM
WL-03053976 Travel Open 282 $0.00 Jan 5, 5:12 PM

Details