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← WO Overview

WO-01362169 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VA Medical Center — 1695 Kernersville Medical Parkway, Kernersville NC, 27284

Mar 26, 2026 → May 8, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Apr 1, 2026
✗ SLA Missed (27 biz days late)
Active: 31 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (May 8, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Mar 26 → Mar 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 26 → Mar 27, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 27 → Apr 1, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Completed
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Apr 1 → Apr 1, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Apr 1 → Apr 6, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Apr 6 → Apr 10, 2026
4 business days (counted)
Running total: 11 of 4 biz days used
6d
▶ Clock Running
Status: Reschedule
Apr 10 → Apr 20, 2026
6 business days (counted)
Running total: 17 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Apr 20 → Apr 28, 2026
6 business days (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Apr 28 → Apr 28, 2026
0 business days (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Completed
Apr 28 → Apr 28, 2026
0 business days (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Closed
Apr 28 → Apr 30, 2026
2 business days (counted)
Running total: 25 of 4 biz days used
▶ Clock Running
Status: Reschedule
Apr 30 → Apr 30, 2026
0 business days (counted)
Running total: 25 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Apr 30 → May 5, 2026
3 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Tech On Site
May 5 → May 5, 2026
0 business days (counted)
Running total: 28 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
May 5 → May 5, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
May 5 → May 5, 2026
0 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Assigned
May 5 → May 6, 2026
1 business day (counted)
Running total: 29 of 4 biz days used
▶ Clock Running
Status: Scheduled
May 6 → May 8, 2026
2 business days (counted)
Running total: 31 of 4 biz days used
▶ Clock Running
Status: Tech On Site
May 8 → May 8, 2026
0 business days (counted)
Running total: 31 of 4 biz days used
Created: Mar 26, 2026 Completed: May 8, 2026
Business Days Used 31 / 4
0 4d budget +27d over
Show SLA Clock Detail (21 periods)
Period Status Clock Biz Days Running Total
Mar 26 → Mar 26 Created ▶ Running 0 0 / 4
Mar 26 → Mar 27 Assigned ▶ Running 1 1 / 4
Mar 27 → Apr 1 Scheduled ▶ Running 3 4 / 4
Apr 1 → Apr 1 Completed ▶ Running 0 4 / 4
Apr 1 → Apr 1 Awaiting Parts ⏸ Paused 0 —
Apr 1 → Apr 1 Ready for Scheduling ▶ Running 0 4 / 4
Apr 1 → Apr 6 Assigned ▶ Running 3 7 / 4
Apr 6 → Apr 10 Scheduled ▶ Running 4 11 / 4
Apr 10 → Apr 20 Reschedule ▶ Running 6 17 / 4
Apr 20 → Apr 28 Scheduled ▶ Running 6 23 / 4
Apr 28 → Apr 28 Tech On Site ▶ Running 0 23 / 4
Apr 28 → Apr 28 Completed ▶ Running 0 23 / 4
Apr 28 → Apr 30 Closed ▶ Running 2 25 / 4
Apr 30 → Apr 30 Reschedule ▶ Running 0 25 / 4
Apr 30 → May 5 Scheduled ▶ Running 3 28 / 4
May 5 → May 5 Tech On Site ▶ Running 0 28 / 4
May 5 → May 5 Awaiting Parts ⏸ Paused 0 —
May 5 → May 5 Ready for Scheduling ▶ Running 0 28 / 4
May 5 → May 6 Assigned ▶ Running 1 29 / 4
May 6 → May 8 Scheduled ▶ Running 2 31 / 4
May 8 → May 8 Tech On Site ▶ Running 0 31 / 4
Dispatch 0.0d
Material Management 1.8d
Coordinators 35.6d
Field Work 0.8d
Billing 1.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
35.6 days
Over SLA
Field Work
0.8 days
Billing
1.6 days
Over SLA
Created: Mar 26, 2026 Due: May 12, 2026 Completed: May 8, 2026 (4 days early)
📅
31.4 days Total Age
⏱️
10.9d in 07e-Partial Project Longest Stage
🔄
25 transitions Status Changes
⚠️
24.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits (2 reschedules)
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 31, 2026
Visit 2 Apr 10, 2026
Visit 3 Apr 28, 2026
Visit 4 May 5, 2026
Visit 5 May 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557102
Midmark Service Request Dispatch Authorization - WO-00145631
Closed
Zone 1 Dispatch Type Repair Email lisa.morton@va.gov PROBLEM SUMMARY WD / three tables with scale issues, one with base function issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lisa Morton
Owner
Kimberly Hardison
Created
Jan 8, 2026
Work Orders from this Case (7)
WO-01334700 Invoiced
Repair • Christopher Morning
Created: Jan 8, 2026 • Closed: May 14, 2026
WO-01334705 Invoiced
Repair • Todd Fogiel
Created: Jan 8, 2026 • Closed: Mar 11, 2026
WO-01334708 Invoiced
Repair • Christopher Morning
Created: Jan 8, 2026 • Closed: Jan 9, 2026
WO-01334710 Invoiced
Repair • Christopher Morning
Created: Jan 8, 2026 • Closed: Jan 9, 2026
WO-01335242 Invoiced
Repair • Christopher Morning
Created: Jan 9, 2026 • Closed: Jan 16, 2026
WO-01359555 Invoiced
Repair • Todd Fogiel
Created: Mar 16, 2026 • Closed: Mar 31, 2026
WO-01362169 (current) Invoiced
Repair • Christopher Morning
Created: Mar 26, 2026 • Closed: May 8, 2026
Completed with significant delays
Invoiced • 143 days old
🚨
Primary Delay 10.9 days stuck in "07e-Partial Project"
⏱️
Total Delay 24.9 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
Assigned
6.8d / 0.5d SLA
Scheduled
21.8d / 2.0d SLA
Completed
0.3d / 1.0d SLA
Awaiting Parts
1.8d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Reschedule
6.6d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
4.7d / 1.0d SLA
07e-Partial Project
10.9d
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/6 MOwens Sent follow up email to Lisa and Orlando to schedule the return visit for 5/8 with arrival between 11-12.

5/5 KHardison: No ETA. Updated due date.

Ship To Name: VA Medical Center Ship To Address: 1695 Kernersville Medical Pkwy Ship To City/State: Kernersville, NC 27284 Waybill (Tracking #): 1ZE444250172844992 Carrier: UPS-Air-Next Day Air LINE NO: 1.1 QTY: 1 ITEM: 002-10083-02 SERIAL #: DESCRIPTION: KIT, 626 MAIN PC BOARD

4/29 MOwens Orlando called and spoke to Chris Morning. The chair having issues operating again. Will reschedule for next available date on Tues. 5/5 in the morning.

4/20 MOwens sent follow up email to Lisa and Orlando to schedule the return visit for 4/28 with arrival between 9-10am.

4/10 MOwens tech arrived at 3:30 and Lisa wants to reschedule for another day since she leaves at 4pm.

4/6 MOwens Sent email to Lisa Morton scheduling the return visit for 4/8 with arrival around 9am.

4/1/26 SReich

Order No: 764840 Customer PO No: SR1518076 Customer: Midmark No Charge Service Request NO: 1518076 4/1 MOWens Ship To Name: VA Medical Center Ship To Address: 1695 Kernersville Medical Pkwy Ship To City/State: Kernersville, NC 27284 Waybill (Tracking #): 1ZE444250170501052 Carrier: UPS-Air-Next Day Air


4/1/26 SReich - Shipping info entered on parent WO-01334700.

3/27 MOwens Replied back to Lisa to schedule the service visit for first available on 3/31 with arrival between 9-10am.

3/26 MOwens Lisa replied back that this chair is having issues.

3/16 MOwens Sent a email to Lisa Morton about scheduling the visit for this exam chair repair

🔧 Work Performed
Confirmed unit will randomly fail to operate Requires reset via power cord to restore operation. Still random failures. Unplugged front harness. Issuer persists. Unplugged rear harness. Issue is not present Plugged in harness and unplugged control from rear. Issue persists Unplugged rear harness and cycle tested front whole swapping controls. No issue Issue appears to be caused by rear harness or wired control board Parts ordered 4-10-26 CTM - Customer wants to reschedule do to the time is late. 4-28-26 CTM - Performed repair on one with base function issues. TESTED PASS. Notified POC Lisa Morton of findings and completion . 5-5-26 CTM - Spoke with Midmark tech Dale New control board needed. Midmark will ship to customer part number 002-10083-02 5-8-26 CTM - Performed repair on Midmark table by replacing control board . TESTED PASS Notified POC of findings and completion.
🔍 Technician Findings
Unit located Complaints of intermittent no function 4-10-26 CTM - Customer wants to reschedule do to the time is late. 4-28-26 CTM - Perform repair on one with base function issues. Notify POC Lisa Morton of findings and completion . 5-5-26 CTM - Perform repair on Midmark table. Notify POC of findings and completion. 5-8-26 CTM - Perform repair on Midmark table by replacing control board .Notify POC of findings and completion.
⚠️ Problem Description
Zone 1 PROBLEM SUMMARY WD / three tables with scale issues, one with base function issues ADDITIONAL NOTES 2/3/26 - REVISED: Adding serial number V2877330 to SR Original - REVISED - DO NOT DUPLICATE - ADDING SERIAL V2878102 AND V2879694*********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 8, 10:57 AM
Case Number: 00557102
Subject: Midmark Service Request Dispatch Authorization - WO-00145631
Status: Closed
🚨 54.0 business days
📋
▶
2 Work Order Created Mar 26, 4:49 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Entered
To: Assigned
Duration in Previous: 0m
📅
▶
2 Dispatch Scheduled Mar 27, 9:44 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 16h 54m
⏳ 3.0 business days
✔️
Status: Completed by Todd Fogiel Mar 31, 8:23 PM
From: Scheduled
To: Completed
Duration in Previous: 4d 10h
⏱️
▶
3 Labor Added Mar 31, 8:31 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00093787
Status: Closed
📦
Status: Awaiting Parts by Todd Fogiel
From: Completed
To: Awaiting Parts
Duration in Previous: 9m
📅
Status: Ready for Scheduling by Sherry Reich Apr 1, 9:24 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 12h 51m
👷
▶
2 Technician Assigned Apr 1, 12:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 38m
⏳ 4.0 business days
👷
Technician Assigned by Melissa Owens Apr 6, 10:33 AM
Technician: Christopher Morning
📅
▶
2 Dispatch Scheduled Apr 6, 10:47 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 4d 22h
📅
Dispatch Scheduled by Melissa Owens Apr 6, 4:46 PM
Scheduled For: 2026-04-10T19:00:00.000+0000
⏳ 4.9 business days
🔄
Status: Reschedule by Melissa Owens Apr 10, 3:35 PM
From: Scheduled
To: Reschedule
Duration in Previous: 4d 4h
⏱️
2x Labor Added Apr 10, 3:56 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 111
⏱️
▶
2 Labor Added Apr 10, 6:30 PM
Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 106
⚠️ 6.7 business days
🗓️
▶
2 Status: Scheduled Apr 20, 11:31 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-04-28T13:00:00.000+0000
⚠️ 7.0 business days
🔧
▶
2 Status: Tech On Site Apr 28, 9:19 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.5, 106
⏱️
▶
2 Labor Added Apr 28, 10:57 AM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 38m, 0m
⏳ 3.0 business days
🔄
Status: Reschedule by Kenneth Lancara Apr 30, 10:15 AM
From: Closed
To: Reschedule
Duration in Previous: 1d 23h
📅
▶
2 Dispatch Scheduled Apr 30, 10:48 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Reschedule
To: Scheduled
Duration in Previous: 32m
⏳ 4.0 business days
🔧
Status: Tech On Site by Christopher Morning May 5, 9:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
2x Labor Added May 5, 10:15 AM
Type: Labor, Travel
Status: Open
Qty: 2.5, 107
📦
▶
3 Parts Requested May 5, 10:24 AM
Parts Requested → Status: Awaiting Parts → Labor Added
📦
Status: Awaiting Parts by Christopher Morning
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 51m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison May 5, 4:44 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6h 19m
👷
▶
2 Status: Assigned May 5, 4:53 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
📅
▶
2 Dispatch Scheduled May 6, 1:46 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 20h 53m
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site May 8, 10:26 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 84
⏱️
▶
2 Labor Added May 8, 11:53 AM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site
To: Completed
Duration in Previous: 1h 27m
⏱️
▶
2 2x Labor Added May 8, 2:14 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 2h 20m
⏳ 2.0 business days
📋
Status: 07e-Partial Project by Nancy Suarez May 11, 1:06 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 22h
🚨 11.0 business days
📄
Status: Ready to Bill by Nancy Suarez May 26, 3:29 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 15d 2h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending May 27, 4:58 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 28.9 business days
🧾
Invoice Created Jul 8, 5:02 PM
Invoice Number: SM-263064

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Reschedule
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business hours
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.2 business hours
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours

🔗 Related Artifacts

📞
Case 00557102
Closed
📦
Parts Order 00093787
Closed
📦
Parts Order 00095659
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Morning
Scheduled
May 8, 11:30 AM
Created
Mar 26, 4:49 PM
Invoice #
SM-263064

Work Details (16)

Name Type Status Qty Amount Date
WL-03167862 Labor Open 1 $110.00 Mar 31, 8:31 PM
WL-03182074 Labor Open 2.5 $0.00 Apr 10, 3:56 PM
WL-03182075 Travel Open 111 $117.00 Apr 10, 3:56 PM
WL-03182295 Labor Open 3 $0.00 Apr 10, 6:30 PM
WL-03182296 Travel Open 106 $0.00 Apr 10, 6:33 PM
WL-03203331 Labor Open 2.5 $0.00 Apr 28, 9:21 AM
WL-03203332 Travel Open 106 $117.00 Apr 28, 9:21 AM
WL-03203462 Labor Open 1.5 $175.50 Apr 28, 10:57 AM
WL-03214564 Labor Open 2.5 $0.00 May 5, 10:15 AM
WL-03214565 Travel Open 107 $117.00 May 5, 10:15 AM
WL-03214576 Labor Open 1 $117.00 May 5, 10:26 AM
WL-03219451 Labor Open 2 $0.00 May 8, 10:31 AM
WL-03219452 Travel Open 84 $117.00 May 8, 10:31 AM
WL-03219605 Labor Open 1.5 $175.50 May 8, 11:53 AM
WL-03219819 Labor Open 2 $0.00 May 8, 2:14 PM
WL-03219820 Travel Open 106 $0.00 May 8, 2:14 PM

Details