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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314648 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Modern Dental Care of Queens — 80-46 Kew Gardens Rd,, Gardens NY, 11415

Nov 11, 2025 → Nov 18, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 17, 2025
🕐 Clock stopped: Completed (Nov 18)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 0.6d
Coordinators 7.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.6 days
Coordinators
7.4 days
Over SLA
Billing
0.0 days
Created: Nov 11, 2025 Due: Nov 24, 2025 Completed: Nov 18, 2025 (6 days early)
📅
5.4 days Total Age
⏱️
3.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00542818
Midmark Service Request Dispatch Authorization - WO-00126094
Closed
Zone 1 WD Loud noise during drying Sterilizer is making a loud noise during dry. Remove side covers and everything inside the chamber. Go into component checks and energize the heating element. Hold the door switch down to bypass door. Try to determine the source of the noise. If noise is verified from the heater or undetermined, then replace the heating element. Review the attached instructions prior to arriving to the office. If assistance is needed, then please contact Midmark technical support at 1-844-856-1231. Ship Exchanged Open 737883 002-10867-00 1.00000 Ship Exchanged Open 737883 002-10878-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Arash Sadigh
Owner
Jessica Sells
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314648 (current) Invoiced
Repair • David Trost
Created: Nov 11, 2025 • Closed: Nov 18, 2025
Completed with minor delays
Invoiced • 184 days old
🚨
Primary Delay 3.0 days stuck in "Assigned"
⏱️
Total Delay 4.3 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
2.6d / 1.0d SLA
Awaiting Parts - Customer
0.6d
Assigned
3.0d / 0.5d SLA
Scheduled
1.8d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/18/2025 JRolston - Per email from UPS, part is scheduled for delivery today, 11/18, on UPS wb 1ZE444250371645768. Delayed due to attempted delivery on 11/17. Updated WO accordingly. 

11/17/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250371645768

The status of your package has changed.

 

Rescheduled Delivery Date: Monday, 11/17/2025

 

Exception Reason: The receiving business was closed. A second attempt will be made on the next business day.

 

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

11/13 KSmith -- Scheduled for 11/18 with Arash (CA)

11/13 KSmith -- Sent email to schedule for 11/18 (CA)

11/12/2025jsells

Ship To Name: Modern Dental Care of Queens Ship To Address: 80-46 Kew Gardens Rd Ship To City/State: KEW GARDENS, NY 11415 Waybill (Tracking #): 1ZE444250371645768 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10867-00 SERIAL #: DESCRIPTION: KIT, 120V M11-05X HEATING ELEMENT LINE NO: 2.1 QTY: 1 ITEM: 002-10878-00 SERIAL #: DESCRIPTION: PM KIT, M11-05X

 

11/11/2025jsells

spoke with Arash, and I gave him the WO# and told him a coordinator will call him to schedule the onsite visit

🔧 Work Performed
$4 parking On arrival.. parts were not on site. Tracking had them delivered between 12:30 and 3:00 today. Ran test cycle in hopes to discover the issue prior to park arrival.  Unable to duplicate any issues with this unit. Ran two cycles. One with the cover off and one with the cover on. All noises heard were normal. Customer stated that the noises that we were currently hearing were not the same as the one he called about. The sounds we were currently hearing or cooling sounds similar to a car that just turned off during the winter.  Parts were not delivered at the time of the repair. Advised customer to hold on to them for about a week before reaching out to midmark for part return, in case issues reappear 
🔍 Technician Findings
$4 parking On arrival.. parts were not on site. Tracking had them delivered between 12:30 and 3:00 today. Ran test cycle in hopes to discover the issue prior to park arrival.  Unable to duplicate any issues with this unit. Ran two cycles. One with the cover off and one with the cover on. All noises heard were normal. Customer stated that the noises that we were currently hearing were not the same as the one he called about. The sounds we were currently hearing or cooling sounds similar to a car that just turned off during the winter.  Parts were not delivered at the time of the repair. Advised customer to hold on to them for about a week before reaching out to midmark for part return, in case issues reappear 
⚠️ Problem Description
Zone 1 WD Loud noise during drying Sterilizer is making a loud noise during dry. Remove side covers and everything inside the chamber. Go into component checks and energize the heating element. Hold the door switch down to bypass door. Try to determine the source of the noise. If noise is verified from the heater or undetermined, then replace the heating element. Review the attached instructions prior to arriving to the office. If assistance is needed, then please contact Midmark technical support at 1-844-856-1231. Ship Exchanged Open 737883 002-10867-00 1.00000 Ship Exchanged Open 737883 002-10878-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 11, 10:03 AM
Case Number: 00542818
Subject: Midmark Service Request Dispatch Authorization - WO-00126094
Status: Closed
📋
▶
2 Work Order Created Nov 11, 4:01 PM
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 Status: Assigned Nov 12, 12:40 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
📅
Status: Ready for Scheduling by Jessica Sells Nov 12, 5:31 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4h 50m
👷
▶
2 Technician Assigned Nov 13, 8:27 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14h 56m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 17, 12:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-18T17:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 6x Labor Added Nov 18, 4:51 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 4h, 0m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Nov 20, 3:35 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Nov 24, 8:35 AM
Invoice Number: SM-247094

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00542818
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Nov 18, 12:00 PM
Created
Nov 11, 4:01 PM
Invoice #
SM-247094

Work Details (6)

Name Type Status Qty Amount Date
WL-03011767 Labor Open 0.75 $0.00 Nov 18, 4:51 PM
WL-03011768 Labor Open 2.75 $302.50 Nov 18, 4:51 PM
WL-03011769 Labor Open 2.25 $0.00 Nov 18, 4:51 PM
WL-03011770 Travel Open 11 $110.00 Nov 18, 4:51 PM
WL-03011771 Travel Open 19 $0.00 Nov 18, 4:51 PM
WL-03011772 Expenses Open 1 $0.00 Nov 18, 4:51 PM

Details