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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351014 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Boston Medical Center — 930 Commonwealth Ave, 1st Fl BU, Boston MA, 02215-1222

Feb 11, 2026 → Feb 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 17, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Incomplete
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 24, 2026
2 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 27, 2026
3 business days (counted)
Running total: 11 of 4 biz days used
Created: Feb 11, 2026 Completed: Feb 27, 2026
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 4
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 0 / 4
Feb 11 → Feb 17 Scheduled ▶ Running 3 3 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 3 / 4
Feb 17 → Feb 17 Completed ▶ Running 0 3 / 4
Feb 17 → Feb 19 Incomplete ▶ Running 2 5 / 4
Feb 19 → Feb 20 Reschedule ▶ Running 1 6 / 4
Feb 20 → Feb 20 Entered ▶ Running 0 6 / 4
Feb 20 → Feb 20 Assigned ▶ Running 0 6 / 4
Feb 20 → Feb 24 Scheduled ▶ Running 2 8 / 4
Feb 24 → Feb 24 Reschedule ▶ Running 0 8 / 4
Feb 24 → Feb 27 Scheduled ▶ Running 3 11 / 4
Dispatch 0.0d
Coordinators 13.3d
Field Work 1.0d
Incomplete 2.2d (excluded)
Billing 1.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.3 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
2.2 days
Billing
1.7 days
Over SLA
Created: Feb 11, 2026 Due: Mar 2, 2026 Completed: Feb 27, 2026 (3 days early)
📅
12.0 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Feb 17, 2026
Visit 2 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567173
Repair
Closed
Travel Zone 2 Dispatch Type Repair Email parris.williams@bmc.org PROBLEM SUMMARY NWD No base function 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
Standard
Origin
Web
Reason
New Case
Contact
Parris Williams
Owner
Leona Coonrod
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01351014 (current) Invoiced
Repair • Luis Torres
Created: Feb 11, 2026 • Closed: Feb 27, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 7.1 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
0.2d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
10.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Incomplete
2.2d
Reschedule
2.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/24 KSmith -- Scheduled for 2/27 with William. 12pm-2pm

2/24 KSmith -- Parts are delayed and now arriving today. Sent email to reschedule for Friday.

02/23/2026 EMartin

The status of your package has changed.


Rescheduled Delivery Date: Tuesday, 02/24/2026

Exception Reason: Severe weather conditions have delayed delivery until the next business day.

Exception Resolution: Your delivery has been rescheduled for the next business day.

2/20 KSmith -- Scheduled for Tuesday with Parris around 1230pm.

2/20 KSmith -- Sent email to schedule for 2/24 (LT)

2/20/26 RBerry- Updated due date based on parts. Removed delay code.


2/19/2026jsells

Ship To Name: Boston Medical Center Ship To Address: 930 Commonwealth Ave 1st Fl BU Charles River Med Pract Ship To City/State: Boston, MA 02215-1222 Waybill (Tracking #): 1ZE444250370418523 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 19-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 015-1992-00 SERIAL #: DESCRIPTION: PCB, 1 FUNCTION HI/LO CONTROL


2/18 KSmith -- Per Midmark, "Customer approved the ordering of part number(s) 015-1992-00 for this dispatch. We will ship the part(s) to the end-user on Sales Order 756513 via UPS Ground."

2/11 KSmith -- Scheduled for 2/17 with POC. 9-11am

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

2/11/26 lcoonrod

Advised Parris of the WO # and that someone will be reaching out to set up the tech appt.

🔧 Work Performed
2/17 PBonang: Removed shrouds to access pc board and noticed board chirping. Notified Midmark tech support and they will be sending a new board for us to return to install. **2/27-LT- Removed shrouds to expose pcb assembly. R&R pcb assembly. Function & cycle tested to confirm no other issues. Installed shrouds.
🔍 Technician Findings
2/17 PBonang: pc board chirping
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair Email parris.williams@bmc.org PROBLEM SUMMARY NWD No base function 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 Feb 10, 2:54 PM
Case Number: 00567173
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 11, 9:03 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 11, 11:05 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 58m
🗓️
▶
2 Status: Scheduled Feb 11, 11:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-17T14:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 13, 10:45 AM
Scheduled For: 2026-02-17T14:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Paul Bonang Feb 17, 10:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
⏱️
▶
2 3x Labor Added Feb 17, 5:38 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Paul Bonang
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 7h 37m, 0m
🔩
Parts Added Feb 18, 3:04 PM
Type: Parts
Status: Open
Qty: 1
🔄
Status: Reschedule by Kourtney Smith Feb 19, 12:19 PM
From: Incomplete
To: Reschedule
Duration in Previous: 1d 18h
🆕
▶
4 Status: Entered Feb 20, 10:56 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-24T17:30:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 24, 8:50 AM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 21h
🗓️
▶
2 Status: Scheduled Feb 24, 11:31 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-27T17:30:00.000+0000
⏳ 4.0 business days
🚗
2x Travel Added Feb 27, 2:15 PM
Type: Travel, Labor
Status: Open
Qty: 62, 1
⏱️
▶
3 Labor Added Feb 27, 2:20 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 3d 2h
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 3, 1:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 23h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Mar 4, 3:52 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255597

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00567173
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 27, 12:30 PM
Created
Feb 11, 9:03 AM
Invoice #
SM-255597

Work Details (7)

Name Type Status Qty Amount Date
WL-03109175 Labor Open 2.25 $0.00 Feb 17, 5:38 PM
WL-03109176 Labor Open 1.25 $137.50 Feb 17, 5:38 PM
WL-03109177 Travel Open 60 $110.00 Feb 17, 5:38 PM
WL-03110618 Parts Open 1 $0.00 Feb 18, 3:04 PM
WL-03123532 Travel Open 62 $110.00 Feb 27, 2:15 PM
WL-03123533 Labor Open 1 $110.00 Feb 27, 2:15 PM
WL-03123542 Labor Open 2.25 $0.00 Feb 27, 2:20 PM

Details