Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339386 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Houston Methodist — 16659 Southwest Fwy Ste 461, MOB 2, SUGAR LAND TX, 77479-2968

Jan 22, 2026 → Feb 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 28, 2026
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Paused: 14 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Feb 28, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Jan 23 → Feb 12, 2026
14 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 27, 2026
8 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 28, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
Created: Jan 22, 2026 Tech Off Site: Feb 28, 2026
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0 / 4
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 0 / 4
Jan 22 → Jan 22 Assigned ▶ Running 0 0 / 4
Jan 22 → Jan 23 Scheduled ▶ Running 1 1 / 4
Jan 23 → Jan 23 Tech On Site ▶ Running 0 1 / 4
Jan 23 → Jan 23 Tech Off Site ▶ Running 0 1 / 4
Jan 23 → Feb 12 Awaiting Parts ⏸ Paused 14 —
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 2 / 4
Feb 13 → Feb 17 Assigned ▶ Running 1 3 / 4
Feb 17 → Feb 17 Scheduled ▶ Running 0 3 / 4
Feb 17 → Feb 17 Entered ▶ Running 0 3 / 4
Feb 17 → Feb 17 Assigned ▶ Running 0 3 / 4
Feb 17 → Feb 27 Scheduled ▶ Running 8 11 / 4
Feb 27 → Feb 28 Tech On Site ▶ Running 0 11 / 4
Dispatch 0.0d
Material Management 14.2d
Coordinators 13.6d
Field Work 2.0d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
14.2 days
Over SLA
Coordinators
13.6 days
Over SLA
Field Work
2.0 days
Billing
1.4 days
Over SLA
Created: Jan 22, 2026 Due: Feb 20, 2026 Completed: Feb 28, 2026 (7 days late)
📅
25.5 days Total Age
⏱️
14.2d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
21.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 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 Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561357
Repair
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD No functions REF 1506078 ADDITIONAL NOTES 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!
Priority
Medium
Origin
Web
Reason
New Case
Contact
Shelita Truitt
Owner
Kimberly Hardison
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339386 (current) Invoiced
Repair • Arturo Diaz
Created: Jan 22, 2026 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 206 days old
🚨
Primary Delay 14.2 days stuck in "Awaiting Parts"
⏱️
Total Delay 21.1 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
Ready for Scheduling
1.1d / 1.0d SLA
Assigned
2.1d / 0.5d SLA
Scheduled
10.4d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Awaiting Parts
14.2d / 3.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17 KKelch Shelita called me back to schedule for 2/25 between 9 and 11 am, she asked for 2/27 between 9 and 11 am. Customer confirmed. 

2/17 KKelch called Shelita to schedule for 2/25 between 2:30 and 3:30 pm. Left VM.

2/13 KKelch called Shelita to schedule for 2/23 between 12 and 2 pm due to that being tech's next available. Left VM. 

02/12/2026 EMartin

Order No: 754771


Customer PO No: PO-10028919


Customer: Houston Methodist


Service Request NO: 1524970


  


Ship To Name: Houston Methodist


Ship To Address: 16659 Southwest Fwy Ste 461 MOB 2  


Ship To City/State: SUGAR LAND, TX 77479-2968


Waybill (Tracking #): 510299709550


Carrier: FEDX-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 12-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-3208-00 SERIAL #: DESCRIPTION: HARNESS ASSY, 225

2/11/26 lcoonrod

Customer approved the ordering of part number(s) 015-3208-00 for this dispatch. We will ship the part(s) to the end-user on Sales Order 754771 via FedEx Ground. per email from Jodi Chapman


1/22 KKelch Shelita called me back to schedule for 1/23 between 9 and 11 am. Customer confirmed. 

1/22 KKelch called Shelita to schedule for 1/23 between 9 and 11 am. Left VM. 

1/22 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
- investigated reported issue: no functionality. Confirmed reported issue- swapped foot controls. Confirmed foot control working.- discovered foot control connection had damaged/bent pins in cat5 comm cable connector- foot control comm cable harness needs to be replaced- POC approved part order: 015-3208-00 ($363 2/27: - replaced foot pedal wiring harness - comfirmed proper functionality - demonstrated to staff proper functionality - equipment restored and returned to service
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD No functions REF 1506078 ADDITIONAL NOTES 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!
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Jan 22, 11:56 AM
Case Number: 00561357
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 22, 2:36 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 22, 3:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34m
🗓️
▶
2 Status: Scheduled Jan 22, 3:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-23T15:00:00.000+0000
🔧
Status: Tech On Site by Arturo Diaz Jan 23, 9:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 32m
⏱️
Labor Added Jan 23, 9:41 AM
Type: Labor
Status: Open
Qty: 1
🚗
Travel Added Jan 23, 10:08 AM
Type: Travel
Status: Open
Qty: 30
⏱️
3x Labor Added Jan 23, 10:31 AM
Type: Labor, Travel
Status: Open
Qty: 1, 30
🚗
▶
3 Status: Tech Off Site Jan 23, 5:21 PM
Status: Tech Off Site → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089002
Status: Closed
📦
Status: Awaiting Parts by Arturo Diaz
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 3m
🚨 12.8 business days
🔩
Parts Added Feb 10, 2:05 PM
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 12, 6:49 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20d 1h
👷
▶
2 Status: Assigned Feb 13, 9:06 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
👷
Technician Assigned by Kaitlyn Kelch Feb 13, 3:33 PM
Technician: a0h5A00000HFAYSQA5, Chane Lacy
⏳ 2.0 business days
🗓️
▶
5 Status: Scheduled Feb 17, 9:10 AM
Status: Scheduled → Dispatch Scheduled → Technician Assigned → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-20T15:00:00.000+0000, 2026-02-27T15:00:00.000+0000
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-27T15:00:00.000+0000
⚠️ 9.0 business days
⏱️
▶
2 3x Labor Added Feb 27, 9:54 AM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Arturo Diaz
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 0h
⏱️
2x Labor Added Feb 27, 11:59 AM
Type: Labor
Status: Open
Qty: 2, 0.5
🚗
Status: Tech Off Site by Arturo Diaz Feb 27, 7:06 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 9m
✔️
Status: Completed by Arturo Diaz Feb 27, 7:18 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 12m, 0m
⏳ 2.6 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 3, 3:49 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
⏳ 2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Mar 4, 4:31 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1d 0h, 0m
🚨 87.9 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255606

Bottlenecks

Awaiting Parts
Duration: 14.2 business days (threshold: 3.0 business days)
Exceeded by 11.2 business days
Ready for Scheduling
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00561357
Closed
📦
Parts Order 00089002
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Arturo Diaz
Scheduled
Feb 27, 10:00 AM
Created
Jan 22, 2:36 PM
Invoice #
SM-255606

Work Details (11)

Name Type Status Qty Amount Date
WL-03076355 Labor Open 1 $0.00 Jan 23, 9:41 AM
WL-03076381 Travel Open 30 $110.00 Jan 23, 10:08 AM
WL-03076408 Labor Open 1 $110.00 Jan 23, 10:31 AM
WL-03076409 Labor Open 1 $0.00 Jan 23, 10:31 AM
WL-03076410 Travel Open 30 $0.00 Jan 23, 10:31 AM
WL-03099285 Parts Open 1 $0.00 Feb 10, 2:05 PM
WL-03122798 Labor Open 1.5 $0.00 Feb 27, 9:54 AM
WL-03122799 Travel Open 30 $110.00 Feb 27, 9:54 AM
WL-03122800 Travel Open 30 $0.00 Feb 27, 9:54 AM
WL-03123249 Labor Open 2 $220.00 Feb 27, 11:59 AM
WL-03123250 Labor Open 0.5 $0.00 Feb 27, 11:59 AM

Details