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← WO Overview

WO-01338166 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Bekins Storage — 2755 S 45th Ave, Phoenix AZ, 85043

Jan 15, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 22, 2026
✗ SLA Missed (15 biz days late)
Active: 19 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 15 → Jan 19, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 21, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 21 → Jan 23, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 23 → Jan 26, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 26 → Feb 4, 2026
7 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
5d
▶ Clock Running
Status: Reschedule
Feb 4 → Feb 11, 2026
5 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 18 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 18 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 18 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 19 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 19 of 4 biz days used
Created: Jan 15, 2026 Completed: Feb 17, 2026
Business Days Used 19 / 4
0 4d budget +15d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0 / 4
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 0 / 4
Jan 15 → Jan 19 Assigned ▶ Running 1 1 / 4
Jan 19 → Jan 21 Scheduled ▶ Running 2 3 / 4
Jan 21 → Jan 21 Tech On Site ▶ Running 0 3 / 4
Jan 21 → Jan 23 Awaiting Parts ⏸ Paused 2 —
Jan 23 → Jan 23 Ready for Scheduling ▶ Running 0 3 / 4
Jan 23 → Jan 26 Assigned ▶ Running 1 4 / 4
Jan 26 → Feb 4 Scheduled ▶ Running 7 11 / 4
Feb 4 → Feb 4 Tech On Site ▶ Running 0 11 / 4
Feb 4 → Feb 11 Reschedule ▶ Running 5 16 / 4
Feb 11 → Feb 11 Scheduled ▶ Running 0 16 / 4
Feb 11 → Feb 11 Entered ▶ Running 0 16 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 16 / 4
Feb 11 → Feb 13 Scheduled ▶ Running 2 18 / 4
Feb 13 → Feb 13 Entered ▶ Running 0 18 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 18 / 4
Feb 13 → Feb 17 Scheduled ▶ Running 1 19 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 19 / 4
Dispatch 0.0d
Material Management 2.2d
Coordinators 23.5d
Field Work 0.7d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.2 days
Coordinators
23.5 days
Over SLA
Field Work
0.7 days
Billing
1.0 days
Over SLA
Created: Jan 15, 2026 Due: Jan 30, 2026 Completed: Feb 17, 2026 (17 days late)
📅
21.3 days Total Age
⏱️
7.9d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
14.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 21, 2026
Visit 2 Feb 4, 2026
Visit 3 Feb 17, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559430
Midmark Service Request Dispatch Authorization - WO-00146856
Closed
Zone 1 WD When unloading, tilt actuator snapped For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gabriel Serna
Owner
Jessica Sells
Created
Jan 15, 2026
Work Orders from this Case (1)
WO-01338166 (current) Invoiced
Repair • Andrew Przybyla
Created: Jan 15, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 7.9 days stuck in "Scheduled"
⏱️
Total Delay 14.9 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
0.2d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Scheduled
14.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
2.2d / 3.0d SLA
Reschedule
6.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/13 KKelch Gabriel called me to reschedule due to them being closed for President's day and asked for 2/17 between 12 and 2 pm. Customer confirmed.

2/11 KKelch called Gabriel to reschedule for 2/16 between 1 and 3 pm. Customer confirmed. 

2/11 KKelch Gabriel called me back to reschedule for 2/17 between 8 and 10 am. Customer confirmed. 

2/4 KKelch placed in R/S due to POC being on vacation. There is a second site that works within the same building that did not want to allow the FSE in in case something further happened with the machine. Asked to R/S when POC is back.

1/26 KKelch called Gabriel to schedule for 2/4 between 8 and 10 am. Customer confirmed. 

1/23 KKelch waiting for tracking to update prior to scheduling

01/23/2026 SRobinson- Order No: 750702


Customer PO No: SR1521816


Customer: Midmark No Charge


Service Request NO: 1521816


Ship To Name: Bekins Storage


Ship To Address: 2755 S 45th Ave    


Ship To City/State: Phoenix, AZ 85043-3907


Waybill (Tracking #): 1ZE444250170856349


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 23-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-11259-01 SERIAL #: DESCRIPTION: KIT, 631 TILT ACTUATOR W/ MOTOR

1/19 KKelch scheduled per logged email from Gabriel

1/15 KKelch called Gabriel to schedule for 1/21 between 2 and 3 pm. Unable to reach customer, sent email. 

1/15/2026jsells

unable to connect via phone sending an email to the customer

🔧 Work Performed
Tech could lift on the chair by the seat section and the whole chair move move up. Tech removed the shrouds and saw that the actuator was split by the threads. Tech showed the customer and tech told him that a new actuator would have to be ordered. Customer agreed to part and second trip. Tech called Midmark and spoke to Dale. Dale ordered a new tilt actuator and part will be shipped to customer. Update 2/4/2026 - Tech arrived on site and found out that the POC is on vacation. There is a second site that works within the same building that did not want to allow the tech in the back just in case something further happened with the machine. Tech called coordinator to reschedule. Update 2/17/2026 - Tech arrived on site and was handed the part that was ordered, KIT, SCP TILT ACTUATOR 002-11259-01. Tech removed the old part and installed the new KIT, SCP TILT ACTUATOR. After installing the new KIT, SCP TILT ACTUATOR, tech recalibrated the chair. After calibrating the chair, tech function tested the chair and everything worked. Tech showed the POC and he was happy it was working again. Tech then put all shrouds and cladding back on.
🔍 Technician Findings
Tech arrived on site and was told that while moving the chair, the tilt actuator snapped.
⚠️ Problem Description
Zone 1 WD When unloading, tilt actuator snapped For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Jan 15, 12:27 PM
Case Number: 00559430
Subject: Midmark Service Request Dispatch Authorization - WO-00146856
Status: Closed
📋
Work Order Created Jan 15, 4:46 PM
Work Order: WO-01338166
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Jan 15, 4:52 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Jan 15, 5:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23m
⏳ 1.8 business days
🗓️
▶
2 Status: Scheduled Jan 19, 9:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-21T21:00:00.000+0000
⏳ 2.0 business days
🚗
Travel Added Jan 21, 3:54 PM
Type: Travel
Status: Open
Qty: 8.1
🔧
Status: Tech On Site by Andrew Przybyla Jan 21, 4:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 6h
⏱️
▶
3 2x Labor Added Jan 21, 5:15 PM
2x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088782
Status: Closed
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 16m
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Shelby Robinson Jan 23, 12:52 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 19h
👷
▶
2 Technician Assigned Jan 23, 1:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 53m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Jan 26, 11:58 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2d 22h
⚠️ 8.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Feb 4, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 22h
⏱️
3x Labor Added Feb 4, 10:15 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 63, 19
🔄
▶
2 Status: Reschedule Feb 4, 10:29 AM
Status: Reschedule → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
Labor Added Feb 4, 11:10 AM
Type: Labor
Status: Open
Qty: 1
⚠️ 6.0 business days
📅
▶
5 Dispatch Scheduled Feb 11, 11:39 AM
Dispatch Scheduled → Status: Scheduled → Status: Entered → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 7d 1h
🆕
Status: Entered by Kaitlyn Kelch
From: Scheduled, Entered, Assigned
To: Entered, Assigned, Scheduled
Duration in Previous: 1m, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T15:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 11, 4:35 PM
Scheduled For: 2026-02-16T20:00:00.000+0000
⏳ 2.9 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 13, 12:57 PM
Scheduled For: 2026-02-17T18:00:00.000+0000
🆕
▶
3 Status: Entered Feb 13, 1:41 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T18:00:00.000+0000
⏳ 2.0 business days
🚗
Travel Added Feb 17, 12:29 PM
Type: Travel
Status: Open
Qty: 19
🔧
Status: Tech On Site by Andrew Przybyla Feb 17, 2:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
2x Labor Added Feb 17, 3:08 PM
Type: Labor
Status: Open
Qty: 2.5, 1
✔️
Status: Completed by Andrew Przybyla Feb 17, 4:30 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 30m
🏁
Status: Closed by Andrew Przybyla Feb 17, 5:29 PM
From: Completed
To: Closed
Duration in Previous: 59m
⏳ 3.8 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 6:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 1h
⏳ 1.7 business days
📨
▶
2 Status: Invoice Pending Feb 23, 3:42 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 95.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254687

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.7 business hours
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.3 business hours
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Ready to Bill
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours

🔗 Related Artifacts

📞
Case 00559430
Closed
📦
Parts Order 00088782
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Feb 17, 1:00 PM
Created
Jan 15, 4:46 PM
Invoice #
SM-254687

Work Details (11)

Name Type Status Qty Amount Date
WL-03073744 Travel Open 8.1 $110.00 Jan 21, 3:54 PM
WL-03073878 Labor Open 1.5 $165.00 Jan 21, 5:15 PM
WL-03073879 Labor Open 0.5 $0.00 Jan 21, 5:15 PM
WL-03090987 Labor Open 1.5 $0.00 Feb 4, 10:15 AM
WL-03090988 Travel Open 63 $0.00 Feb 4, 10:15 AM
WL-03090989 Travel Open 19 $110.00 Feb 4, 10:15 AM
WL-03091024 Labor Open 0.5 $55.00 Feb 4, 10:32 AM
WL-03091079 Labor Open 1 $0.00 Feb 4, 11:10 AM
WL-03108651 Travel Open 19 $110.00 Feb 17, 12:29 PM
WL-03108855 Labor Open 2.5 $275.00 Feb 17, 3:08 PM
WL-03108856 Labor Open 1 $0.00 Feb 17, 3:08 PM

Details