Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340943 ↗ ServiceMax

MIDMARK • Repair • P4

📍 NYU Ambulatory — 1111 Franklin Ave, Garden City NY, 11530

Jan 30, 2026 → Mar 11, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 5, 2026
✗ SLA Missed (19 biz days late)
Active: 23 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 11, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 4, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 10, 2026
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 18, 2026
4 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 20, 2026
2 business days (counted)
Running total: 10 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 26, 2026
4 business days (counted)
Running total: 14 of 4 biz days used
2d
▶ Clock Running
Status: Incomplete
Feb 26 → Mar 2, 2026
2 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Reschedule
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Entered
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Entered
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 18 of 4 biz days used
5d
▶ Clock Running
Status: Incomplete
Mar 4 → Mar 11, 2026
5 business days (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Reschedule
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 23 of 4 biz days used
Created: Jan 30, 2026 Completed: Mar 11, 2026
Business Days Used 23 / 4
0 4d budget +19d over
Show SLA Clock Detail (23 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 4
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 4
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 4
Jan 30 → Feb 4 Scheduled ▶ Running 3 3 / 4
Feb 4 → Feb 10 Awaiting Parts ⏸ Paused 4 —
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 3 / 4
Feb 10 → Feb 11 Assigned ▶ Running 1 4 / 4
Feb 11 → Feb 18 Scheduled ▶ Running 4 8 / 4
Feb 18 → Feb 18 Reschedule ▶ Running 0 8 / 4
Feb 18 → Feb 18 Incomplete ▶ Running 0 8 / 4
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 8 / 4
Feb 18 → Feb 20 Assigned ▶ Running 2 10 / 4
Feb 20 → Feb 26 Scheduled ▶ Running 4 14 / 4
Feb 26 → Mar 2 Incomplete ▶ Running 2 16 / 4
Mar 2 → Mar 2 Reschedule ▶ Running 0 16 / 4
Mar 2 → Mar 2 Entered ▶ Running 0 16 / 4
Mar 2 → Mar 2 Assigned ▶ Running 0 16 / 4
Mar 2 → Mar 3 Scheduled ▶ Running 1 17 / 4
Mar 3 → Mar 3 Entered ▶ Running 0 17 / 4
Mar 3 → Mar 3 Assigned ▶ Running 0 17 / 4
Mar 3 → Mar 4 Scheduled ▶ Running 1 18 / 4
Mar 4 → Mar 11 Incomplete ▶ Running 5 23 / 4
Mar 11 → Mar 11 Reschedule ▶ Running 0 23 / 4
Dispatch 0.0d
Material Management 5.0d
Coordinators 21.1d
Field Work 0.0d
Incomplete 9.8d (excluded)
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.0 days
Over SLA
Coordinators
21.1 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
9.8 days
Billing
1.4 days
Over SLA
Created: Jan 30, 2026 Due: Mar 5, 2026 Completed: Mar 11, 2026 (5 days late)
📅
28.0 days Total Age
⏱️
6.0d in Incomplete Longest Stage
🔄
22 transitions Status Changes
⚠️
11.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits (3 reschedules)
4 on-site visits — why were multiple trips needed?
Visit 1 Feb 3, 2026
Visit 2 Feb 17, 2026
Visit 3 Feb 25, 2026
Visit 4 Mar 3, 2026

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00563729
Repair
Closed
Zone 1 NWD Base issue. Unit is located on the First Floor, POD D. Tech will need to ask for Lorin when they are on POD D - 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
Standard
Origin
Web
Reason
New Case
Contact
Lorin Tumminello
Owner
Jessica Sells
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01340943 (current) Invoiced
Repair • David Trost
Created: Jan 30, 2026 • Closed: Mar 11, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 6.0 days stuck in "Incomplete"
⏱️
Total Delay 11.8 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
0.6d / 1.0d SLA
Assigned
4.1d / 0.5d SLA
Scheduled
14.1d / 2.0d SLA
Awaiting Parts
5.0d / 3.0d SLA
Reschedule
2.3d / 2.0d SLA
Incomplete
9.8d
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/11 KSmith -- Per Midmark, "Additional parts have not shipped. The customer did not follow up with Dispatch to continue with service by the response date. Please close this work order and submit invoice to Midmark for work performed to date."

Chatter to FSE to close WO

3/11 KSmith -- Followed up with Midmark regarding parts

3/2/26 Rberry- Updated due date based on parts. Removed delay code.


3/2 KSmith -- Scheduled for tomorrow with Lorin. 12pm-2pm

3/2 KSmith -- Sent email to schedule for tomorrow (DH)

02/26/2026 Emartin

Order No: 757997


Customer PO No: M260967668


Customer: NYU Langone Hospitals


Service Request NO: 1526522


  


Ship To Name: NYU Ambulatory


Ship To Address: 1111 Franklin Ave    


Ship To City/State: Garden City, NY 11530-1617


Waybill (Tracking #): 1ZE444250171794815


Carrier: UPS-Air-Next Day Air


  


The following items have shipped from Midmark Corporation on: 26-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-3506-00 SERIAL #: DESCRIPTION: PCB ASSY, PASSIVE PFC PS


2/23 KSmith -- Rescheduled for Wednesday due to blizzard hitting the area. 2-4pm

2/20 KSmith -- Scheduled for Monday with Lorin. 2-4pm

2/19 KSmith -- Sent email to schedule for 2/25

2/18 KHardison: No ETA. Updated due date.

Ship To Name: NYU Ambulatory Ship To Address: 1111 Franklin Ave Ship To City/State: Garden City, NY 11530-1617 Waybill (Tracking #): 1ZE444250172815148 LINE NO: 1.1 QTY: 1 ITEM: 015-3506-00 SERIAL #: DESCRIPTION: PCB ASSY, PASSIVE PFC PS

Carrier: UPS-Air-Next Day Air2/11 KSmith -- Scheduled for 2/17 with Lorin. 10am-12pm.

2/11 KSmith -- Sent email to schedule for Monday

2/10/ KHardison: Updated due date.

1ZE444250346570672

Estimated delivery

Tomorrow, February 11, between 10:00 A.M. - 1:00 P.M.

LINE NO: 1.1 QTY: 1 ITEM: 002-10083-01 SERIAL #: DESCRIPTION: KIT, 225/627 MAIN PC BOARD LINE NO: 2.1 QTY: 1 ITEM: 053-2633-00-813 SERIAL #: DESCRIPTION: TOP COVER, FIXED-MIST


2/6/2026jsells

Hello, EMSAR,

The customer has approved the added parts for this SR. SO - 754117. Please contact the customer once the parts arrive to schedule service. Have a great day!

2/6 KSmith -- Per Midmark, "The customer has approved the added parts for this SR. SO – 754117. Please contact the customer once the parts arrive to schedule service. Have a great day!"

1/30 KSmith -- Scheduled for 2/3 with Lorin. 10am-12pm

1/30/2026jsells

left a voicemail with the work order number and I let Lorin know someone would be calling to schedule

🔧 Work Performed
2-3- dt Confirmed no function. No base and no back function. Also top fixed cover broken. After discussion with tech support, we determined that the PC board was bad. Price quote for board as well as cover sent to Lauren. Will return When approval is given and parts are received. 2-17 dt Replaced PC board. Replaced top cover trim. While replacing PC board, I broke the little power connector on the transformer board. Tech support sending new board free of charge to the customer. Will return When part is received and schedule is made 2-25 dt Upon arrival, when entering the room to view the exam table.. the box sitting on the exam table was the incorrect box. After a little bit of investigating, I noticed that the part number on the box matched the part number being delivered on our records. Our records indicate the same part number with a different parts description. Power cord sent instead of PC board. Some type of mix-up and materials management at midmark. Midmark sending appropriate part. Will return When received and schedule made. 3-3-dt Replaced power transformer board. When plugging in the exam table again to test, spark came from under the backrest actuator. White wire wore thru due to rubbing on the stirrup. Replaced 6.3 amp fuse near capacitor again. Fuse blew immediately. customer to approve the cost of the motor. 002-10083-01 main PC 987.00 Back motor 002-10066-00 345.00 was asked to close this wo. customer has not respomded.
🔍 Technician Findings
2-3- dt Confirmed no function. No base and no back function. Also top fixed cover broken.  After discussion with tech support, we determined that the PC board was bad. Price quote for board as well as cover sent to Lauren. Will return When approval is given and parts are received.  2-17 dt Replaced PC board. Replaced top cover trim. While replacing PC board, I broke the little power connector on the transformer board. Tech support sending new board free of charge to the customer. Will return When part is received and schedule is made  2-25 dt Upon arrival, when entering the room to view the exam table.. the box sitting on the exam table was the incorrect box. After a little bit of investigating, I noticed that the part number on the box matched the part number being delivered on our records. Our records indicate the same part number with a different parts description. Power cord sent instead of PC board. Some type of mix-up and materials management at midmark. Midmark sending appropriate part. Will return When received and schedule made. 3-3-dt Replaced power transformer board. When plugging in the exam table again to test, spark came from under the backrest actuator. White wire wore thru due to rubbing on the stirrup. Replaced 6.3 amp fuse near capacitor again.  Fuse blew immediately.  customer to approve the cost of the motor. 002-10083-01 main PC 987.00 Back motor 002-10066-00 345.00
⚠️ Problem Description
Zone 1 NWD Base issue. Unit is located on the First Floor, POD D. Tech will need to ask for Lorin when they are on POD D - 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 30, 9:18 AM
Case Number: 00563729
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 30, 10:38 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 30, 10:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11m
🗓️
▶
2 Status: Scheduled Jan 30, 1:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-03T16:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 3x Labor Added Feb 3, 9:28 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089631
Status: Closed
📦
Status: Awaiting Parts by David Trost
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4d 8h
⏳ 3.3 business days
🔩
2x Parts Added Feb 6, 11:39 AM
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 10, 11:26 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6d 13h
👷
▶
2 Technician Assigned Feb 10, 3:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 22m
🗓️
▶
2 Status: Scheduled Feb 11, 9:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-17T16:00:00.000+0000
⏳ 4.0 business days
🔩
Parts Added Feb 17, 2:48 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 3x Labor Added Feb 17, 9:37 PM
3x Labor Added → Status: Reschedule
🔄
Status: Reschedule by David Trost
From: Scheduled
To: Reschedule
Duration in Previous: 6d 11h
⚠️
Status: Incomplete by Shawn Rogers Feb 18, 8:39 AM
From: Reschedule
To: Incomplete
Duration in Previous: 11h 2m
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 18, 3:16 PM
From: Incomplete
To: Ready for Scheduling
Duration in Previous: 6h 36m
👷
▶
2 Technician Assigned Feb 18, 3:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 35m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 20, 9:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-23T20:30:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 23, 9:21 AM
Scheduled For: 2026-02-25T20:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Feb 25, 7:41 PM
5x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Scheduled
To: Incomplete
Duration in Previous: 5d 10h
🔩
Parts Added Feb 26, 11:02 AM
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
🔄
Status: Reschedule by Kourtney Smith Mar 2, 9:04 AM
From: Incomplete
To: Reschedule
Duration in Previous: 4d 13h
🆕
▶
3 Status: Entered Mar 2, 11:51 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Darrell Hope
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T17:00:00.000+0000
⏳ 2.0 business days
🆕
▶
3 Status: Entered Mar 3, 1:50 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HFAY4QAP, David Trost
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T19:00:00.000+0000
⏱️
▶
2 6x Labor Added Mar 3, 8:04 PM
6x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Scheduled
To: Incomplete
Duration in Previous: 6h 14m
⚠️ 6.5 business days
🔄
Status: Reschedule by Kourtney Smith Mar 11, 10:46 AM
From: Incomplete
To: Reschedule
Duration in Previous: 7d 13h
✔️
▶
2 Status: Completed Mar 11, 6:23 PM
Status: Completed → Status: Closed
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.7 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 13, 5:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
⏳ 1.9 business days
📨
Status: Invoice Pending by Nancy Suarez Mar 16, 3:17 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2d 22h, 0m
🚨 80.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-256651

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 5.0 business days (threshold: 3.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 4.1 business days (threshold: 2.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00563729
Closed
📦
Parts Order 00089631
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
N/A
Created
Jan 30, 10:38 AM
Invoice #
SM-256651

Work Details (21)

Name Type Status Qty Amount Date
WL-03090512 Labor Open 1.25 $0.00 Feb 3, 9:28 PM
WL-03090513 Labor Open 1 $110.00 Feb 3, 9:28 PM
WL-03090514 Travel Open 40 $110.00 Feb 3, 9:28 PM
WL-03095178 Parts Open 1 $0.00 Feb 6, 11:39 AM
WL-03095179 Parts Open 1 $0.00 Feb 6, 11:39 AM
WL-03108811 Parts Open 1 $0.00 Feb 17, 2:48 PM
WL-03109643 Labor Open 1.5 $0.00 Feb 17, 9:37 PM
WL-03109644 Labor Open 1.5 $165.00 Feb 17, 9:37 PM
WL-03109645 Travel Open 24 $110.00 Feb 17, 9:37 PM
WL-03120223 Labor Open 0.75 $0.00 Feb 25, 7:41 PM
WL-03120224 Labor Open 1 $110.00 Feb 25, 7:41 PM
WL-03120225 Labor Open 0.75 $0.00 Feb 25, 7:41 PM
WL-03120226 Travel Open 11 $110.00 Feb 25, 7:41 PM
WL-03120227 Travel Open 24 $0.00 Feb 25, 7:41 PM
WL-03121067 Parts Open 1 $0.00 Feb 26, 11:02 AM
WL-03128917 Labor Open 2.5 $0.00 Mar 3, 8:04 PM
WL-03128918 Labor Open 1.75 $192.50 Mar 3, 8:04 PM
WL-03128919 Labor Open 0.75 $0.00 Mar 3, 8:04 PM
WL-03128920 Travel Open 83 $110.00 Mar 3, 8:04 PM
WL-03128921 Travel Open 45 $0.00 Mar 3, 8:04 PM
WL-03128922 Expenses Open 1 $0.00 Mar 3, 8:04 PM

Details