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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349301 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Georgia Urology — 850 LAWRENCEVILLE SUWANEE RD, Ste 100, LAWRENCEVILLE GA, 300435

Feb 3, 2026 → Mar 13, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 18 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
🏭 Customer Supplied Parts (3)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Feb 6, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Mar 11, 2026
17 business days (not counted)
▶ Clock Running
Status: Completed
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 12 → Mar 12, 2026
0 business days (not counted)
Created: Feb 3, 2026 Completed: Mar 12, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 4
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0 / 4
Feb 3 → Feb 3 Assigned ▶ Running 0 0 / 4
Feb 3 → Feb 4 Scheduled ▶ Running 1 1 / 4
Feb 4 → Feb 4 Tech On Site ▶ Running 0 1 / 4
Feb 4 → Feb 5 Tech Off Site ▶ Running 1 2 / 4
Feb 5 → Feb 6 Awaiting Parts ⏸ Paused 1 —
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 2 / 4
Feb 6 → Feb 9 Assigned ▶ Running 1 3 / 4
Feb 9 → Feb 12 Scheduled ▶ Running 3 6 / 4
Feb 12 → Feb 12 Tech On Site ▶ Running 0 6 / 4
Feb 12 → Feb 13 Tech Off Site ▶ Running 1 7 / 4
Feb 13 → Mar 11 Awaiting Parts ⏸ Paused 17 —
Mar 11 → Mar 12 Completed ▶ Running 1 8 / 4
Mar 12 → Mar 12 Awaiting Parts ⏸ Paused 0 —
Dispatch 0.0d
Material Management 20.9d
Coordinators 7.8d
Field Work 6.5d
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
20.9 days
Over SLA
Coordinators
7.8 days
Over SLA
Field Work
6.5 days
Over SLA
Billing
1.5 days
Over SLA
Created: Feb 3, 2026 Due: Feb 13, 2026 Completed: Mar 13, 2026 (27 days late)
📅
27.9 days Total Age
⏱️
18.0d in Awaiting Parts Longest Stage
🔄
19 transitions Status Changes
⚠️
22.0d over Total Delay
📦
3 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 Henry Holmes — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 4, 2026
Visit 2 Feb 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564733
Repair
Closed
Travel Zone 1 Dispatch Type Repair Email rjenkins@gaurology.com PROBLEM SUMMARY NWD-no functions ADDITIONAL NOTES Customer is needing service ASAP. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
Randall Jenkins
Owner
Leona Coonrod
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349301 (current) Invoiced
Repair • Henry Holmes
Created: Feb 3, 2026 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 18.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 22.0 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
0.6d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
2.2d / 2.0d SLA
Awaiting Parts
20.9d / 3.0d SLA
Completed
3.6d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

SERVICED AND CLOSED DATES WILL NOT MATCH due to Midmark deciding 3/10 to just close the WO and they are not sending us for a return visit.

03/19/2026 EMartin

Order No: 762428


Customer PO No: SR1531554


Customer: Georgia Urology


Service Request NO: 1531554


  


Ship To Name: Georgia Urology


Ship To Address: 850 LAWRENCEVILLE SUWANEE RD Ste 100   


Ship To City/State: LAWRENCEVILLE, GA 300435483


Waybill (Tracking #): 1ZE444250272128915


Carrier: UPS-Air-2nd Day Air


  


The following items have shipped from Midmark Corporation on: 19-MAR-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-10049-00 SERIAL #: DESCRIPTION: KIT, HAND CONTROL ASS'Y, NO SCALE, WIRED

3/12/2025 SRamen - sent MFranks a teams message as to why this is in serviced.


3/10/25 Sramen - per partner notes Midmark wants this closed. I chattered FSE and changed the status of the wo to serviced.


02/09/2026 LHill-rec'd email from Randall-Please proceed with Thursday morning. Thanks!

See logged email.


2/6/26 AJinerson - Sent follow up email to Randall offering tech visit on Thursday, 2/12 with eta between 9am-11am.


2/6/26 AJinerson - Received missed call/VM from Randall and called back. Left 2nd VM for Randall regarding scheduling. Will follow up with email. 


2/6/26 AJinerson - Called Randall to follow up and schedule tech visit now that we have ETA on parts. Left VM regarding update. 


2/6/26 AJinerson - Parts ETA to site 2/9 by end of day.



02/06/2026 EMartin

Order No: 753652


Customer PO No: SR1531554


Customer: Georgia Urology


Service Request NO: 1531554


  


Ship To Name: Georgia Urology


Ship To Address: 850 LAWRENCEVILLE SUWANEE RD Ste 100   


Ship To City/State: LAWRENCEVILLE, GA 300435483


Waybill (Tracking #): 1ZE444250271020032


Carrier: UPS-Air-2nd Day Air


  


The following items have shipped from Midmark Corporation on: 05-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-3481-01 SERIAL #: DESCRIPTION: I/O COMMUNICATION HARNESS - SHORT


LINE NO: 2.1 QTY: 1 ITEM: 015-3609-00 SERIAL #: DESCRIPTION: HARNESS ASSY 626 NO SCALE, UPH

2/3/26 AJinerson - Randall Jenkins called back and confirmed scheduling tech visit for tomorrow, 2/4 with eta between 11am-1pm. 

POC onsite: Susie Lee

Arrival instructions: Surgery Center entrance in front of building off of street. They are in Suite 100.  


2/3/26 AJinerson - Sent email to POC Randall offering to schedule tech visit and offer service tomorrow, 2/4 with arrival between 11am-1pm.


2/3/26 AJinerson - Called site to schedule tech visit and offer service tomorrow, 2/4 with arrival between 11am-1pm. No answer, left VM. 


2/3/26 lcoonrod

Advised Randell of the WO # and that someone will be calling to set up the appt.

🔧 Work Performed
2/4/2026 HH: troubleshooted unit that had no functions with the back and main functions lowered to the floor and could not get unit to function properly, unit will need both front and rear communications cable and the hand remote. 2/12/2026 HH: replaced both Communications cable and determined that unit will need a new Hand Control Sent out to the Facility
🔍 Technician Findings
unit has no functions
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair Email rjenkins@gaurology.com PROBLEM SUMMARY NWD-no functions ADDITIONAL NOTES Customer is needing service ASAP. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. 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 Feb 3, 10:44 AM
Case Number: 00564733
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 3, 11:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 3, 12:55 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 58m
🗓️
▶
2 Status: Scheduled Feb 3, 2:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-04T16:00:00.000+0000
🔧
Status: Tech On Site by Henry Holmes Feb 4, 12:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21h 56m
🚗
Status: Tech Off Site by Henry Holmes Feb 4, 4:03 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 57m
⏱️
▶
3 5x Labor Added Feb 4, 11:05 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089756
Status: Closed
📦
Status: Awaiting Parts by Henry Holmes
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 7h 3m
🔩
2x Parts Added Feb 5, 9:10 AM
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 6, 9:21 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 10h
👷
▶
2 Status: Assigned Feb 6, 1:07 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Henry Holmes
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 9, 1:24 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 3d 0h
⏳ 4.0 business days
🔧
Status: Tech On Site by Henry Holmes Feb 12, 10:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
🚗
Status: Tech Off Site by Henry Holmes Feb 12, 11:49 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 44m
⏱️
3x Labor Added Feb 12, 10:20 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.5, 44
📦
▶
2 Parts Requested Feb 12, 10:28 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Henry Holmes
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 10h 39m
🚨 18.2 business days
✔️
Status: Completed by Stephanie Ramen Mar 11, 9:44 AM
From: Awaiting Parts
To: Completed
Duration in Previous: 26d 10h
📦
▶
2 Parts Requested Mar 12, 8:22 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Mark Franks
From: Completed
To: Awaiting Parts
Duration in Previous: 22h 37m
✔️
Status: Completed by Stephanie Ramen Mar 12, 3:19 PM
From: Awaiting Parts
To: Completed
Duration in Previous: 6h 57m
🏁
Status: Closed by Mark Franks Mar 13, 11:55 AM
From: Completed
To: Closed
Duration in Previous: 20h 35m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 17, 4:10 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 4h
📨
▶
2 Status: Invoice Pending Mar 18, 11:20 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🔩
Parts Added Mar 18, 1:57 PM
Type: Parts
Status: Open
Qty: 1
🚨 78.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-256810

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Completed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00564733
Closed
📦
Parts Order 00089756
Closed
📦
Parts Order 00090307
Closed
📦
Parts Order 00092206
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Feb 12, 9:00 AM
Created
Feb 3, 11:53 AM
Invoice #
SM-256810

Work Details (11)

Name Type Status Qty Amount Date
WL-03092344 Labor Open 0.5 $0.00 Feb 4, 11:05 PM
WL-03092345 Labor Open 4 $440.00 Feb 4, 11:05 PM
WL-03092346 Labor Open 2 $0.00 Feb 4, 11:05 PM
WL-03092347 Travel Open 15 $110.00 Feb 4, 11:05 PM
WL-03092348 Travel Open 38 $0.00 Feb 4, 11:05 PM
WL-03092618 Parts Open 1 $0.00 Feb 5, 9:10 AM
WL-03092619 Parts Open 1 $0.00 Feb 5, 9:10 AM
WL-03104172 Labor Open 1.5 $0.00 Feb 12, 10:20 PM
WL-03104173 Labor Open 2.5 $275.00 Feb 12, 10:20 PM
WL-03104174 Travel Open 44 $110.00 Feb 12, 10:20 PM
WL-03149351 Parts Open 1 $0.00 Mar 18, 1:57 PM

Details