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← WO Overview

WO-01338899 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Bedford VAMC — 200 Springs Rd, Bedford MA, 01730

Jan 21, 2026 → Jan 29, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 27, 2026
🕐 Clock stopped: Completed (Jan 29)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.1d
Material Management 2.0d
Coordinators 6.9d
Field Work 0.6d
Billing 1.6d
✗ SLA Missed
Dispatch
0.1 days
Material Management
2.0 days
Coordinators
6.9 days
Over SLA
Field Work
0.6 days
Billing
1.6 days
Over SLA
Created: Jan 21, 2026 Due: Feb 2, 2026 Completed: Jan 29, 2026 (4 days early)
📅
7.0 days Total Age
⏱️
4.5d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00560814
Repair
Closed
Travel Zone 2 PROBLEM SUMMARY WD/MDSno function ADDITIONAL NOTES The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Medium
Origin
Web
Reason
New Case
Contact
Jennifer Downes
Owner
Shelby Robinson
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338899 (current) Invoiced
Repair • Paul Bonang Jr
Created: Jan 21, 2026 • Closed: Jan 29, 2026
Completed with minor delays
Invoiced • 113 days old
🚨
Primary Delay 4.5 days stuck in "Assigned"
⏱️
Total Delay 5.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
4.5d / 0.5d SLA
Awaiting Parts - Customer
2.0d
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
1/28 KSmith -- Scheduled for tomorrow with POC. 12pm-2pm

1/27 KSmith -- Left VM to schedule for Thursday. Sending email as well.

1/27/26 lcoonrod

Tracking Number 1ZE444250370881068

Your shipment

1ZE444250370881068

Estimated delivery

Today, January 27, between 9:15 A.M. - 12:15 P.M.

Ship To:VA Medical Center
200 Springs Rd
Bldg 12
Bedford, MA 017301198
USUPS Service:UPS GROUNDPackage Weight:2.8 LBSMerchandise Description:Medical Service PartsReference Number 1:21031611 / 750457
Reference Number 2:SR1523360
Reference Number 3:200.100.10.1080.0000.402000.00000.0
Reference Number 4:Mark for: Bldg 12-Jennifer Downes



1/26 KSmith -- Sent email to schedule for 1/30

1/23 KSmith -- Left VM and sent email to schedule for 1/28

1/21/2026jsells

Ship To Name: VA Medical Center Ship To Address: 200 Springs Rd Bldg 12 Ship To City/State: Bedford, MA 01730-1198 Waybill (Tracking #): 1ZE444250370881068 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 22-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 015-0346-58 SERIAL #: DESCRIPTION: FUSE- 10 AMP, SLO-BLO, 5.2 X 20mm LINE NO: 2.1 QTY: 1 ITEM: 002-1747-00 SERIAL #: DESCRIPTION: KIT, SCP POWER SUPPLY PCB LINE NO: 4.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259074838506 DESCRIPTION: ARS LABEL, ST RT 47 WEST


01/21/2026 SRobinson- Called Jennifer Downes, (781) 687-3159. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
Unplugged chair, reinstalled plug, calibrated unit and checked all functions. Installed brackets for arm board and privacy screen.
🔍 Technician Findings
Chair has no function, but board is getting power.
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD/MDSno function ADDITIONAL NOTES The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. 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 21, 9:19 AM
Case Number: 00560814
Subject: Repair
Status: Closed
📋
Work Order Created Jan 21, 9:31 AM
Work Order: WO-01338899
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Jan 21, 10:05 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 34m
👷
▶
3 Status: Assigned Jan 21, 10:35 AM
Status: Assigned → Technician Assigned → Status: Awaiting Parts - Customer
👷
Technician Assigned by Rhea Berry
Technician: Paul Bonang Jr
👤
Status: Awaiting Parts - Customer by Rhea Berry
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 22, 12:12 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
👷
▶
2 Status: Assigned Jan 22, 3:17 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Paul Bonang Jr
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Jan 28, 8:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-29T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Paul Bonang Jan 29, 11:49 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 3h
✔️
Status: Completed by Paul Bonang Jan 29, 4:01 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 12m
⏱️
▶
2 5x Labor Added Jan 29, 4:14 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Paul Bonang
From: Completed
To: Closed
Duration in Previous: 12m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 2, 1:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 21h
📨
▶
3 Status: Invoice Pending Feb 3, 10:49 AM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-252871

Bottlenecks

Assigned
Duration: 4.5 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours

🔗 Related Artifacts

📞
Case 00560814
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Paul Bonang Jr
Scheduled
Jan 29, 1:00 PM
Created
Jan 21, 9:31 AM
Invoice #
SM-252871

Work Details (5)

Name Type Status Qty Amount Date
WL-03083712 Labor Open 0.5 $0.00 Jan 29, 4:14 PM
WL-03083713 Labor Open 1.25 $137.50 Jan 29, 4:14 PM
WL-03083714 Labor Open 1.5 $0.00 Jan 29, 4:14 PM
WL-03083715 Travel Open 10 $110.00 Jan 29, 4:14 PM
WL-03083716 Travel Open 80 $0.00 Jan 29, 4:14 PM

Details