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WO-01335242 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center — 1695 Kernersville Medical Parkway, Kernersville NC, 27284

Jan 9, 2026 → Jan 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 15, 2026
✗ SLA Missed
Active: 2 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 17, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Jan 9 → Jan 14, 2026
3 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 17, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Jan 9, 2026 Completed: Jan 17, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 9 → Jan 9 Scheduled ▶ Running 0 0 / 4
Jan 9 → Jan 9 Entered ▶ Running 0 0 / 4
Jan 9 → Jan 9 Ready for Scheduling ▶ Running 0 0 / 4
Jan 9 → Jan 9 Assigned ▶ Running 0 0 / 4
Jan 9 → Jan 9 Scheduled ▶ Running 0 0 / 4
Jan 9 → Jan 9 Tech On Site ▶ Running 0 0 / 4
Jan 9 → Jan 14 Awaiting Parts ⏸ Paused 3 —
Jan 14 → Jan 15 Ready for Scheduling ▶ Running 1 1 / 4
Jan 15 → Jan 15 Assigned ▶ Running 0 1 / 4
Jan 15 → Jan 16 Scheduled ▶ Running 1 2 / 4
Jan 16 → Jan 17 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.0d
Material Management 3.6d
Coordinators 4.4d
Field Work 1.0d
Billing 1.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Over SLA
Coordinators
4.4 days
Over SLA
Field Work
1.0 days
Billing
1.6 days
Over SLA
Created: Jan 9, 2026 Due: Jan 20, 2026 Completed: Jan 17, 2026 (3 days early)
📅
6.0 days Total Age
⏱️
86.7d in 07e-Partial Project Longest Stage
🔄
18 transitions Status Changes
⚠️
4.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 9, 2026
Visit 2 Jan 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557102
Midmark Service Request Dispatch Authorization - WO-00145631
Closed
Zone 1 Dispatch Type Repair Email lisa.morton@va.gov PROBLEM SUMMARY WD / three tables with scale issues, one with base function issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lisa Morton
Owner
Kimberly Hardison
Created
Jan 8, 2026
Work Orders from this Case (7)
WO-01334700 Invoiced
Repair • Christopher Morning
Created: Jan 8, 2026 • Closed: May 14, 2026
WO-01334705 Invoiced
Repair • Todd Fogiel
Created: Jan 8, 2026 • Closed: Mar 11, 2026
WO-01334708 Invoiced
Repair • Christopher Morning
Created: Jan 8, 2026 • Closed: Jan 9, 2026
WO-01334710 Invoiced
Repair • Christopher Morning
Created: Jan 8, 2026 • Closed: Jan 9, 2026
WO-01335242 (current) Invoiced
Repair • Christopher Morning
Created: Jan 9, 2026 • Closed: Jan 16, 2026
WO-01359555 Invoiced
Repair • Todd Fogiel
Created: Mar 16, 2026 • Closed: Mar 31, 2026
WO-01362169 Invoiced
Repair • Christopher Morning
Created: Mar 26, 2026 • Closed: May 8, 2026
Completed with minor delays
Invoiced • 219 days old
🚨
Primary Delay 86.7 days stuck in "07e-Partial Project"
⏱️
Total Delay 4.1 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
Scheduled
2.1d / 2.0d SLA
Ready for Scheduling
2.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Tech On Site
1.0d / 1.0d SLA
Awaiting Parts
3.6d / 3.0d SLA
Closed
3.0d / 1.0d SLA
07e-Partial Project
86.7d
Ready to Bill
1.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/15 MOwens Scheduled return visit with Lisa Morton for 1/16 from 9-5.

01/14/2025 SRobinson- Order No: 748402


Customer PO No: SR1518076


Customer: Midmark No Charge


Service Request NO: 1518076


Ship To Name: VA Medical Center


Ship To Address: 1695 Kernersville Medical Pkwy    


Ship To City/State: Kernersville, NC 27284


Waybill (Tracking #): 1ZE444250172029328


Carrier: UPS-Air-Next Day Air


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


LINE NO: 1.1 QTY: 1 ITEM: 002-10083-02 SERIAL #: DESCRIPTION: KIT, 626 MAIN PC BOARD

🔧 Work Performed
1-9-26 CTM - Performed test on Midmark chair keeps saying Timed out . Spoke with Midmark Tech support Deanne will ship new scale Module to customer part number 002-10084-00 . Notified POC Lisa Morton on findings and completion. 1-16-26 CTM - Performed repair on Midmark table by replacing scale module .TESTED PASS. Notifed POC Lisa Morton of completion.
🔍 Technician Findings
1-9-26 CTM - Perform repair on Midmark chair . Notify POC Lisa Morton of findings and completion . 1-16-26 CTM - Perform repair on Midmark table by replacing scale module . Notify POC Lisa Morton of completion.
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email lisa.morton@va.gov PROBLEM SUMMARY WD / three tables with scale issues, one with base function issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! REVISED - DO NOT DUPLICATE - ADDING SERIAL V2878102 AND V2879694*********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 Jan 8, 10:57 AM
Case Number: 00557102
Subject: Midmark Service Request Dispatch Authorization - WO-00145631
Status: Closed
📋
▶
2 Work Order Created Jan 9, 9:54 AM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by Jessica Sells
From: Entered
To: Scheduled
Duration in Previous: 0m
🆕
▶
2 Status: Entered Jan 9, 10:03 AM
Status: Entered → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Jan 9, 12:33 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 28m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-09T14:00:00.000+0000
🔧
▶
2 Status: Tech On Site Jan 9, 1:47 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 8.2
⏱️
▶
3 Labor Added Jan 9, 2:24 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088004
Status: Closed
📦
Status: Awaiting Parts by Christopher Morning
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 39m
⏱️
2x Labor Added Jan 9, 4:53 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 107
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Sherry Reich Jan 14, 8:56 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 18h
⏳ 2.0 business days
👷
▶
4 Technician Assigned Jan 15, 11:20 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 2h
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-16T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Christopher Morning Jan 16, 11:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
▶
2 Labor Added Jan 16, 9:00 PM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 17m, 0m
⏳ 3.4 business days
📋
Status: 07e-Partial Project by Nancy Suarez Jan 22, 1:10 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 5d 16h
🚨 87.0 business days
📄
Status: Ready to Bill by Nancy Suarez May 26, 3:14 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 124d 1h
💵
▶
2 Status: Billing Review May 26, 3:21 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Nancy Suarez
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending May 27, 4:58 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 28.9 business days
🧾
Invoice Created Jul 8, 5:02 PM
Invoice Number: SM-263064

Bottlenecks

Awaiting Parts
Duration: 3.6 business days (threshold: 3.0 business days)
Exceeded by 4.6 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00557102
Closed
📦
Parts Order 00088004
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Morning
Scheduled
Jan 16, 9:00 AM
Created
Jan 9, 9:54 AM
Invoice #
SM-263064

Work Details (6)

Name Type Status Qty Amount Date
WL-03059668 Labor Open 0.5 $0.00 Jan 9, 1:48 PM
WL-03059669 Travel Open 8.2 $110.00 Jan 9, 1:48 PM
WL-03059739 Labor Open 0.75 $82.50 Jan 9, 2:24 PM
WL-03060119 Labor Open 2.5 $0.00 Jan 9, 4:53 PM
WL-03060120 Travel Open 107 $0.00 Jan 9, 4:53 PM
WL-03068973 Labor Open 0.75 $82.50 Jan 16, 9:00 PM

Details