Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339423 ↗ ServiceMax

MIDMARK • Repair • P4

📍 JHCP WHITE MARSH PRIMARY CARE — 4924 Campbell Blvd 2 Fl, Ste 200, Nottingham MD, 21236-5914

Jan 22, 2026 → Mar 31, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 28, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 42 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Apr 1, 2026)
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 23, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸42d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 23 → Mar 25, 2026
42 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 25 → Mar 26, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 26 → Mar 27, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 27 → Mar 31, 2026
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 31 → Apr 1, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Jan 22, 2026 Completed: Apr 1, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0 / 4
Jan 22 → Jan 23 Ready for Scheduling ▶ Running 1 1 / 4
Jan 23 → Jan 23 Assigned ▶ Running 0 1 / 4
Jan 23 → Mar 25 Awaiting Parts - Customer ⏸ Paused 42 —
Mar 25 → Mar 26 Ready for Scheduling ▶ Running 1 2 / 4
Mar 26 → Mar 27 Assigned ▶ Running 1 3 / 4
Mar 27 → Mar 31 Scheduled ▶ Running 2 5 / 4
Mar 31 → Apr 1 Tech On Site ▶ Running 1 6 / 4
Dispatch 0.1d
Material Management 43.0d
Coordinators 7.7d
Field Work 1.1d
Billing 2.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
43.0 days
Coordinators
7.7 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
2.0 days
Over SLA
Created: Jan 22, 2026 Due: Mar 31, 2026 Completed: Apr 1, 2026 (on time)
📅
47.8 days Total Age
⏱️
43.0d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
6.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561437
Repair
Closed
Travel Zone 1 PROBLEM SUMMARY MGIV Scale timeout - SRA Request ADDITIONAL NOTES Located in Room 14. 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 Rosa
Owner
Shelby Robinson
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339423 (current) Invoiced
Repair • Michael Harris
Created: Jan 22, 2026 • Closed: Mar 31, 2026
Completed with minor delays
Invoiced • 203 days old
🚨
Primary Delay 43.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 6.2 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
3.2d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Awaiting Parts - Customer
43.0d
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/27 MOwens Called and spoke to Jennifer Rosa. She did receive the parts from Midmark. I offered the first available opening on Tues 3/31 with arrival between 1-2pm.

3/26 MOwens Called to speak to Jennifer Rosa. Let a vm for her to call back to schedule the repair next week.


03/25/2026 Emartin

Order No: 763281

Customer PO No: SR1525320

Customer: Midmark No Charge

Service Request NO: 1525320

  


Ship To Name: JHCP WHITE MARSH PRIMARY CARE

Ship To Address: 4924 Campbell Blvd 2 Fl, Ste 200   

Ship To City/State: Nottingham, MD 21236-5914

Waybill (Tracking #): 1ZE444250143981639

Carrier: UPS-Air-Next Day Air

  

The following items have shipped from Midmark Corporation on: 24-MAR-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


01/22/2026 SRobinson- Called Jennifer Rosa, 14434422312. Went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
the scale PCB was replaced. the scale was calibrated. the unit was electrically and functionally tested.
🔍 Technician Findings
Scale displaying timeout when the weight button is pushed.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY MGIV Scale timeout - SRA Request ADDITIONAL NOTES Located in Room 14. 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 22, 2:16 PM
Case Number: 00561437
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 22, 3:58 PM
Work Order Created → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Shelby Robinson Jan 22, 5:06 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 8m
👷
▶
2 Technician Assigned Jan 23, 9:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 51m
👤
Status: Awaiting Parts - Customer by Melissa Owens Jan 23, 10:11 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 13m
🚨 43.0 business days
📅
Status: Ready for Scheduling by Erin Martin Mar 25, 9:33 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 60d 22h
⏳ 2.0 business days
👷
▶
2 Status: Assigned Mar 26, 4:51 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
🗓️
▶
2 Status: Scheduled Mar 27, 10:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-31T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris Mar 31, 2:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
⏱️
▶
2 5x Labor Added Mar 31, 11:28 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 57m, 0m
⏳ 3.1 business days
📄
Status: Ready to Bill by Nancy Suarez Apr 3, 12:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 12h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Apr 6, 4:20 PM
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-258518

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.7 business hours

🔗 Related Artifacts

📞
Case 00561437
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Mar 31, 1:00 PM
Created
Jan 22, 3:58 PM
Invoice #
SM-258518

Work Details (7)

Name Type Status Qty Amount Date
WL-03075438 Parts Open 1 $0.00 Jan 22, 3:58 PM
WL-03075440 Parts Open 1 $0.00 Jan 22, 3:58 PM
WL-03168138 Labor Open 1.45 $0.00 Mar 31, 11:28 PM
WL-03168139 Labor Open 1.1666666666667 $137.50 Mar 31, 11:28 PM
WL-03168140 Travel Open 75 $110.00 Mar 31, 11:28 PM
WL-03168141 Expenses Open 1 $0.00 Mar 31, 11:28 PM
WL-03168142 Expenses Open 1 $0.00 Mar 31, 11:28 PM

Details