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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339414 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Elite Delivery Services — 1477 Lomaland Dr, Ste B2, El Paso TX, 79935-4707

Jan 22, 2026 → Jan 30, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 28, 2026
🕐 Clock stopped: Completed (Jan 30)
✗ SLA Missed (1d late)
Dispatch 0.0d
Coordinators 6.4d
Field Work 1.0d
Billing 34.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.4 days
Over SLA
Field Work
1.0 days
Billing
34.6 days
Over SLA
Created: Jan 22, 2026 Due: Jan 28, 2026 Completed: Jan 30, 2026 (1 days late)
📅
6.4 days Total Age
⏱️
34.6d in Billing Review Longest Stage
🔄
9 transitions Status Changes
⚠️
38.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 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 Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 29, 2026
Visit 2 Jan 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561315
Repair
Closed
Zone 4 WD / shrouds fell when delivered ADDITIONAL NOTES This will be Zone 4 Dispatch to the EMSAR Inc, ALBUQUERQUE, NM location. It is approx. 8 hours 30 minutes round trip. If a different service location is used, Midmark approval is required before setting up service. If the total dispatch time, including travel, exceeds 8 hours, overnight accommodations may be necessary. Midmark pre-approves these accommodations, and receipts must be provided when submitting the completed SRA and invoice for reimbursement. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Medium
Origin
Web
Reason
New Case
Contact
Gary Domingez
Owner
Sherry Reich
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339414 (current) Invoiced
Repair • Andrew Przybyla
Created: Jan 22, 2026 • Closed: Jan 30, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 34.6 days stuck in "Billing Review"
⏱️
Total Delay 38.0 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Billing Review
34.6d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/3/36 NSuarez chattered Craig supervisor to see if maybe Brandon Rodrigues lodging was added on this WO in error.

1/22 KKelch called Gary to schedule for 1/30 between 9 and 11 am due to tech availability. Customer confirmed. 

1/22/26 SReich - The recording said the wireless caller you are trying to reach is not available, please try again later. The recording said something else then started ringing. Spoke to Gary, gave him the WO # and told him someone would be reaching out to schedule.  

🔧 Work Performed
Tech was taken to where the chair was. Tech saw that only the top shroud was attached and the rest have fallen. Tech removed the bottom shrouds and found that 10 snap on clips were broke off. Tech had some clips in his truck and tech installed new clips on chair. After the 10 new clips were installed on chair, chair was function tested and all the shrouds went up and down. Tech showed the POC, and he was happy it was fixed.
🔍 Technician Findings
Tech arrived on site and was told that the shrouds fell off when delivering.
⚠️ Problem Description
Zone 4 WD / shrouds fell when delivered ADDITIONAL NOTES This will be Zone 4 Dispatch to the EMSAR Inc, ALBUQUERQUE, NM location. It is approx. 8 hours 30 minutes round trip. If a different service location is used, Midmark approval is required before setting up service. If the total dispatch time, including travel, exceeds 8 hours, overnight accommodations may be necessary. Midmark pre-approves these accommodations, and receipts must be provided when submitting the completed SRA and invoice for reimbursement. 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, 10:35 AM
Case Number: 00561315
Subject: Repair
Status: Closed
📋
Work Order Created Jan 22, 3:27 PM
Work Order: WO-01339414
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Jan 22, 3:36 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 8m
👷
4 Technician Assigned Jan 22, 4:28 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 52m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-30T15:00:00.000+0000
💵
2x Expenses Added Jan 22, 5:03 PM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Jan 22, 5:21 PM
Type: Expenses
Status: Open
Qty: 1
1.8 business days
🚗
Travel Added Jan 25, 3:59 PM
Type: Travel
Status: Open
Qty: 378
4.0 business days
⏱️
3x Labor Added Jan 29, 1:52 PM
Type: Labor, Expenses
Status: Open
Qty: 4, 2, 1
⏱️
5x Labor Added Jan 30, 9:15 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 17, 378
🔧
Status: Tech On Site by Andrew Przybyla Jan 30, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 17h
🔩
4x Parts Added Jan 30, 10:56 AM
Type: Parts, Labor
Status: Open
Qty: 10, 1.5, 0.5, 6
✔️
Status: Completed by Andrew Przybyla Jan 30, 11:31 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 31m
🏁
Status: Closed by Andrew Przybyla Jan 30, 6:00 PM
From: Completed
To: Closed
Duration in Previous: 6h 28m
2.7 business days
💵
Status: Billing Review by Nancy Suarez Feb 3, 2:27 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 20h
🚨 35.0 business days
📄
3 Status: Ready to Bill Mar 23, 3:04 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-257296

Bottlenecks

Scheduled
Duration: 6.3 business days (threshold: 2.0 business days)
Exceeded by 4.3 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Billing Review
Duration: 34.6 business days (threshold: 2.0 business days)
Exceeded by 32.6 business days

🔗 Related Artifacts

📞
Case 00561315
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Jan 30, 10:00 AM
Created
Jan 22, 3:27 PM
Invoice #
SM-257296

Work Details (17)

Name Type Status Qty Amount Date
WL-03075617 Expenses Open 1 $175.00 Jan 22, 5:03 PM
WL-03075618 Expenses Open 1 $0.00 Jan 22, 5:03 PM
WL-03075636 Expenses Open 1 $0.00 Jan 22, 5:21 PM
WL-03075637 Expenses Open 1 $0.00 Jan 22, 5:21 PM
WL-03078335 Travel Open 378 $0.00 Jan 25, 3:59 PM
WL-03083432 Labor Open 4 $440.00 Jan 29, 1:52 PM
WL-03083433 Labor Open 2 $0.00 Jan 29, 1:52 PM
WL-03083434 Expenses Open 1 $0.00 Jan 29, 1:52 PM
WL-03084646 Labor Open 0.5 $0.00 Jan 30, 9:15 AM
WL-03084647 Travel Open 17 $0.00 Jan 30, 9:15 AM
WL-03084648 Travel Open 17 $0.00 Jan 30, 9:15 AM
WL-03084649 Travel Open 378 $0.00 Jan 30, 9:15 AM
WL-03084650 Expenses Open 1 $0.00 Jan 30, 9:15 AM
WL-03084818 Parts Open 10 $0.00 Jan 30, 10:56 AM
WL-03084819 Labor Open 1.5 $165.00 Jan 30, 10:56 AM
WL-03084820 Labor Open 0.5 $0.00 Jan 30, 10:56 AM
WL-03084821 Labor Open 6 $495.00 Jan 30, 10:56 AM

Details