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← WO Overview

WO-01334751 ↗ ServiceMax

MIDMARK • Repair • P4

📍 CVS Caremark Store — 580 Marketplace Dr,, Bel Air MD, 21014

Jan 8, 2026 → Apr 23, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 14, 2026
✗ SLA Missed (21 biz days late)
Active: 25 biz days
Paused: 49 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Apr 24, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 8 → Jan 13, 2026
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
⏸45d
⏸ Clock Paused
Status: Awaiting Parts
Jan 17 → Mar 24, 2026
45 business days (not counted)
12d
▶ Clock Running
Status: Reschedule
Mar 24 → Apr 9, 2026
12 business days (counted)
Running total: 15 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Apr 9 → Apr 10, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Apr 10 → Apr 14, 2026
2 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Assigned
Apr 14 → Apr 20, 2026
4 business days (counted)
Running total: 21 of 4 biz days used
▶ Clock Running
Status: Scheduled
Apr 20 → Apr 23, 2026
3 business days (counted)
Running total: 24 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Apr 23 → Apr 24, 2026
1 business day (counted)
Running total: 25 of 4 biz days used
Created: Jan 8, 2026 Completed: Apr 24, 2026
Business Days Used 25 / 4
0 4d budget +21d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Jan 8 → Jan 8 Created ▶ Running 0 0 / 4
Jan 8 → Jan 8 Ready for Scheduling ▶ Running 0 0 / 4
Jan 8 → Jan 8 Assigned ▶ Running 0 0 / 4
Jan 8 → Jan 13 Awaiting Parts - Customer ⏸ Paused 3 —
Jan 13 → Jan 13 Ready for Scheduling ▶ Running 0 0 / 4
Jan 13 → Jan 15 Assigned ▶ Running 2 2 / 4
Jan 15 → Jan 16 Scheduled ▶ Running 1 3 / 4
Jan 16 → Jan 17 Tech On Site ▶ Running 0 3 / 4
Jan 17 → Mar 24 Awaiting Parts ⏸ Paused 45 —
Mar 24 → Apr 9 Reschedule ▶ Running 12 15 / 4
Apr 9 → Apr 10 Awaiting Parts ⏸ Paused 1 —
Apr 10 → Apr 14 Ready for Scheduling ▶ Running 2 17 / 4
Apr 14 → Apr 20 Assigned ▶ Running 4 21 / 4
Apr 20 → Apr 23 Scheduled ▶ Running 3 24 / 4
Apr 23 → Apr 24 Tech On Site ▶ Running 1 25 / 4
Dispatch 0.0d
Material Management 50.2d
Coordinators 28.4d
Field Work 2.2d
Billing 7.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
50.2 days
Over SLA
Coordinators
28.4 days
Over SLA
Field Work
2.2 days
Over SLA
Billing
7.0 days
Over SLA
Created: Jan 8, 2026 Due: Apr 17, 2026 Completed: Apr 24, 2026 (6 days late)
📅
73.9 days Total Age
⏱️
45.0d in Awaiting Parts Longest Stage
🔄
22 transitions Status Changes
⚠️
65.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 16, 2026
Visit 2 Apr 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557177
Midmark Service Request Dispatch Authorization - WO-00145645
Closed
Zone 1 MGIV No functions. Opens at 9. Closed from 1:30pm – 2pm for lunch. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 748008 002-10106-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Joan Hare
Owner
Jessica Sells
Created
Jan 8, 2026
Work Orders from this Case (1)
WO-01334751 (current) Invoiced
Repair • Michael Harris
Created: Jan 8, 2026 • Closed: Apr 23, 2026
Completed with significant delays
Invoiced • 217 days old
🚨
Primary Delay 45.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 65.4 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
3.0d / 1.0d SLA
Awaiting Parts - Customer
3.4d
Assigned
6.7d / 0.5d SLA
Scheduled
5.8d / 2.0d SLA
Tech On Site
2.2d / 1.0d SLA
Awaiting Parts
46.7d / 3.0d SLA
Reschedule
13.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.6d / 1.0d SLA
WO Correction Needed
5.2d
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/17 MOwens Sent an email to Joan asking about scheduling repair visit next week.

4/15 MOwens Called to speak Joan Hare. Left a vm for her to call back to schedule the return visit.

04/10/2026 SRobinson- Order No: 766855

Customer PO No: SR1518244

Customer: Midmark No Charge

Service Request NO: 1518244


Ship To Name: CVS Caremark Store

Ship To Address: 580 Marketplace Dr    

Ship To City/State: Bel Air, MD 21014-4310

Waybill (Tracking #): 1ZE444250143456108

Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 10-APR-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10049-02 SERIAL #: DESCRIPTION: KIT, HAND CONTROL ASS'Y, SCALE, WIRELESS


LINE NO: 2.1 QTY: 1 ITEM: 002-10050-01 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRELESS


4/6/26 Rberry- Chattered: @Mark Franks​ Do you have an update on this WO?


3/24/26 RBerry- Midmark emailed on 3/23 stating: Hello, EMSAR,

 

Please provide a status update. Your dashboard shows Awaiting Parts but we aren’t shipping any parts. If the repair is complete, send your invoice and completed Service Request Authorization form to serviceinvoices@midmark.com

If the repair is not complete, provide the current status and any issues preventing completion.

If you need anything from Midmark to proceed, please let us know.

 

If technical assistance is needed, contact:

 

Medical:

medicalexamroomts@midmark.com

844-856-1230

  • Sterilizer or Ultrasonic – Option 1
  • Procedure and Exam Tables, Seating, Lighting, Work Stations – Option 3

Per MFranks: I'm following up on this request with the technician. I'll provide an update once I have spoken to him. 


Sent email to MFranks stating: @Mark Franks Do you have an update on this WO? I do not see anything in the tech notes indicating that parts were ordered through Midmark, and Midmark has advised that they are not shipping parts (see below). I have placed the WO into reschedule status, but I need to confirm whether a return visit is required or if the repair has already been completed.


Placed WO into reschedule status.


1/15 MOwens Called and spoke to Joan Hare. She has the parts that Midmark sent and will have the ready to give to the tech when he arrives onsite. Scheduled the repair visit for 1/16 from 3-5pm.

01/13/2026 EMartin

Order No: 748008

Customer PO No: SR1518244


Customer: Midmark No Charge


Service Request NO: 1518244


Ship To Name: CVS Caremark Store

Ship To Address: 580 Marketplace Dr    

Ship To City/State: Bel Air, MD 21014-4310


Waybill (Tracking #): 1ZE444250372112886


Carrier: UPS-Parcel-Ground


  The following items have shipped from Midmark Corporation on: 13-JAN-2026

 


LINE NO: 1.1 QTY: 1 ITEM: 002-10106-00 SERIAL #: DESCRIPTION: KIT, WIRELESS BASE STATION PC BOARD

1/8/2026jsells

left a voicemail with the work order number and that a coordinator will call to schedule

🔧 Work Performed
01/16/2026..MH installed a wireless base station pc board 002-10106-00. The remotes would not synchronize. new batteries were installed. each remote was tested with the batteries taken out of the other remote. The remotes would not synchronize. midmark was called. Jason J. went over the same procedures with no change. I asked the staff if they received any new equipment that used wifi around the time the exam chair started to not work. the staff stated that they received a ambient air thermometer. I removed the thermometer from the room. the exam chair remotes synchronized on the old wireless base station pc board, but would not synchronize with the new wireless base station pc board. 04/23/2026..MH the station pc board was replaced. the new hand control foot control were synchronized. the unit was electrically and functionally tested.
🔍 Technician Findings
wifi hand and foot remotes will not synchronize to the exam table.
⚠️ Problem Description
Zone 1 MGIV No functions. Opens at 9. Closed from 1:30pm – 2pm for lunch. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 748008 002-10106-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Jan 8, 12:22 PM
Case Number: 00557177
Subject: Midmark Service Request Dispatch Authorization - WO-00145645
Status: Closed
📋
▶
2 Work Order Created Jan 8, 3:39 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Jan 8, 3:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2m, 0m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Erin Martin Jan 13, 2:24 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 22h
👷
▶
2 Technician Assigned Jan 13, 4:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 10m
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Jan 15, 12:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-16T20:00:00.000+0000
📅
Dispatch Scheduled by Melissa Owens Jan 15, 2:16 PM
Scheduled For: 2026-01-16T15:00:00.000+0000
🔧
Status: Tech On Site by Michael Harris Jan 16, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 21h 24m
⏱️
▶
2 3x Labor Added Jan 16, 11:12 PM
3x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 38, 1
📦
▶
2 Parts Requested Jan 16, 11:28 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Michael Harris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 13h 20m
🚨 45.1 business days
🔄
Status: Reschedule by Rhea Berry Mar 24, 11:47 AM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 66d 11h
🚨 13.0 business days
📦
▶
2 Parts Requested Apr 9, 2:00 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Mark Franks
From: Reschedule
To: Awaiting Parts
Duration in Previous: 16d 2h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Apr 10, 2:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 0h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Apr 14, 5:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 2h
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Apr 20, 11:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-04-23T19:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Michael Harris Apr 23, 2:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 2h
💵
▶
2 9x Expenses Added Apr 23, 11:48 PM
9x Expenses Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site
To: Completed
Duration in Previous: 9h 42m
🏁
Status: Closed by Michael Harris Apr 23, 11:53 PM
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Apr 28, 11:21 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 11h
⏳ 4.0 business days
🏁
Status: Closed by Michael Harris May 1, 7:39 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 20h
✏️
Status: WO Correction Needed by Nancy Suarez May 1, 12:18 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4h 39m
⏳ 1.0 business days
🏁
Status: Closed by Michael Harris May 3, 10:03 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 9h
📄
Status: Ready to Bill by Nancy Suarez May 4, 1:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 32m
📨
▶
2 Status: Invoice Pending May 5, 10:45 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 44.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-260979

Bottlenecks

Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Awaiting Parts
Duration: 45.0 business days (threshold: 3.0 business days)
Exceeded by 42.0 business days
Reschedule
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Assigned
Duration: 4.4 business days (threshold: 4.0 business hours)
Exceeded by 3.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours

🔗 Related Artifacts

📞
Case 00557177
Closed
📦
Parts Order 00088552
Closed
📦
Parts Order 00094302
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Apr 23, 3:00 PM
Created
Jan 8, 3:39 PM
Invoice #
SM-260979

Work Details (15)

Name Type Status Qty Amount Date
WL-03069121 Labor Open 1.6333333333333 $192.50 Jan 16, 11:12 PM
WL-03069122 Labor Open 1.2 $0.00 Jan 16, 11:12 PM
WL-03069120 Labor Open 1.1666666666667 $0.00 Jan 16, 11:12 PM
WL-03069124 Travel Open 38 $0.00 Jan 16, 11:14 PM
WL-03069125 Expenses Open 1 $0.00 Jan 16, 11:14 PM
WL-03069123 Travel Open 38 $110.00 Jan 16, 11:14 PM
WL-03199159 Expenses Open 1 $0.00 Apr 23, 11:48 PM
WL-03199160 Expenses Open 1 $0.00 Apr 23, 11:48 PM
WL-03199161 Expenses Open 1 $0.00 Apr 23, 11:48 PM
WL-03199162 Expenses Open 1 $0.00 Apr 23, 11:48 PM
WL-03199154 Labor Open 1.0166666666667 $0.00 Apr 23, 11:48 PM
WL-03199155 Labor Open 0.95 $110.00 Apr 23, 11:48 PM
WL-03199156 Labor Open 1 $0.00 Apr 23, 11:48 PM
WL-03199157 Travel Open 28 $110.00 Apr 23, 11:48 PM
WL-03199158 Travel Open 38 $0.00 Apr 23, 11:48 PM

Details