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WO-01316122 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Milford Derby Oral Surgery — 708 Boston Post Rd,, Milford CT, 06460-2640

Nov 18, 2025 → Dec 4, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 24, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 4)
⏸ 5d excluded (parts wait + holding)
✗ SLA Missed (5d late)
Dispatch 0.0d
Material Management 4.0d
Coordinators 11.2d
Field Work 0.0d
Billing 22.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
11.2 days
Over SLA
Field Work
0.0 days
Billing
22.4 days
Created: Nov 18, 2025 Due: Dec 18, 2025 Completed: Dec 4, 2025 (14 days early)
📅
12.3 days Total Age
⏱️
12.1d in Billing Correction Needed Longest Stage
🔄
17 transitions Status Changes
⚠️
6.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 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 Pete Ramos — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 20, 2025
Visit 2 Dec 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544714
Midmark Service Request Dispatch Authorization - WO-00128804
Closed
Zone 1 NWD / tilt moves very slowly 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
Standard
Origin
Email
Reason
New Case
Contact
Krista Fabian
Owner
Jessica Sells
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316122 (current) Invoiced
Repair • Pete Ramos
Created: Nov 18, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 12.1 days stuck in "Billing Correction Needed"
⏱️
Total Delay 6.8 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
4.6d / 1.0d SLA
Assigned
0.9d / 0.5d SLA
Scheduled
5.7d / 2.0d SLA
Awaiting Parts
4.0d / 3.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
8.2d
Billing Correction Needed
14.1d
Billing Review
0.0d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/18/2025 Jsackett - Deleted SM-248497, returned to Billing Correction status (per credit request) for update + rebill. See Corrective Actions for more info.


12/12/2025 SRobinson- Due date updated to match tracking. Arrival 12/12. 1ZE444250172775085

12/11/2025 SRobinson- Order No: 743224


Customer PO No: SR1495830


Customer: Milford Derby Oral Surgery


Service Request NO: 1495830


Ship To Name: Milford Derby Oral Surgery


Ship To Address: 708 Boston Post Rd    


Ship To City/State: Milford, CT 06460-2640


Waybill (Tracking #): 1ZE444250172775085


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 11-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10490-00 SERIAL #: DESCRIPTION: Kit ,Foot Control Midmark, P Linear


LINE NO: 2.1 QTY: 1 ITEM: 002-1070-01 SERIAL #: DESCRIPTION: KIT, TILT ACT. WITH MOTOR


12/10/2025 SRobinson- Order No: 743248


Customer PO No: SR1495830


Customer: Milford Derby Oral Surgery


Service Request NO: 1495830  


Ship To Name: Milford Derby Oral Surgery


Ship To Address: 708 Boston Post Rd    


Ship To City/State: Milford, CT 06460-2640


Waybill (Tracking #): 1ZE444250171588762


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 10-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 029-4026-00 SERIAL #: DESCRIPTION: ASS'Y, SUBSTRATE - LEG SECTION

12/1 KSmith -- Scheduled for Thursday with Jessica. 9-11am

12/1 KSmith -- Sent email to schedule for Thursday

11/26 KHardison: No ETA. Updated due date.

Ship To Name: Milford Derby Oral Surgery Ship To Address: 708 Boston Post Rd Ship To City/State: Milford, CT 06460-2640 Waybill (Tracking #): 1ZE444250372621988 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-1070-01 SERIAL #: DESCRIPTION: KIT, TILT ACT. WITH MOTOR

11/25 KSmith -- Per Midmark, "Customer approved the ordering of part number(s) 002-1070-01 for this dispatch. We will ship the part(s) to the end-user on Sales Order 740612 via UPS Ground."

11/19 KSmith -- Scheduled for tomorrow at around 1130 per Krista's request

11/18/2025jsells

spoke to Krista and I gave her the WO# and told her someone will call to schedule 

🔧 Work Performed
Tech replaced the tilt motor on the unit. Checked all functions and it is working properly.
🔍 Technician Findings
Tech waitied in the lobby at 11:15 am and went in the room at 12 pm. Tech found the tilt motor making a loud noise and moving slowly while going up. Tech switched the wiring from the foot section to the tilt connection, and the tilt motor continued to run slower than the foot section motor. tech is awaiting for approval
⚠️ Problem Description
Zone 1 NWD / tilt moves very slowly 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 641 (Series) Power Procedures Chair

Timeline

📞
Case Linked Nov 18, 10:59 AM
Case Number: 00544714
Subject: Midmark Service Request Dispatch Authorization - WO-00128804
Status: Closed
📋
▶
2 Work Order Created Nov 18, 4:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Technician Assigned Nov 19, 12:04 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 24m
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-20T16:30:00.000+0000
⏳ 2.0 business days
📦
▶
3 Parts Requested Nov 20, 10:52 PM
Parts Requested → Status: Awaiting Parts → 5x Labor Added
📦
Status: Awaiting Parts by Pete Ramos
From: Scheduled
To: Awaiting Parts
Duration in Previous: 1d 10h
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 1.25, 112, 115
⏳ 4.1 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 26, 4:36 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 17h
⏳ 3.9 business days
👷
▶
2 Technician Assigned Dec 1, 8:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 16h
🗓️
▶
2 Status: Scheduled Dec 1, 3:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-04T14:00:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Dec 4, 6:05 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.5, 112
⏱️
▶
2 Labor Added Dec 4, 6:10 PM
Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6m, 0m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Dec 8, 5:03 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 8.9 business days
💵
Status: Billing Review by Jane Sackett Dec 18, 5:52 PM
From: Invoiced, Billing Review
To: Billing Review, Billing Correction Needed
Duration in Previous: 10d 0h, 0m
🚨 12.8 business days
💵
Status: Billing Review by Nancy Suarez Jan 5, 10:45 AM
From: Billing Correction Needed
To: Billing Review
Duration in Previous: 17d 16h
💳
Status: Billing Correction Needed by Nancy Suarez Jan 5, 10:51 AM
From: Billing Review
To: Billing Correction Needed
Duration in Previous: 6m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 6, 10:58 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
🧾
▶
2 Invoice Created Jan 6, 11:05 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Assigned
Duration: 7.3 business hours (threshold: 4.0 business hours)
Exceeded by 3.3 business hours
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00544714
Closed
📦
Parts Order 00085664
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Dec 4, 9:00 AM
Created
Nov 18, 4:37 PM
Invoice #
SM-250562

Work Details (8)

Name Type Status Qty Amount Date
WL-03015747 Labor Open 2 $0.00 Nov 20, 10:57 PM
WL-03015748 Labor Open 1.25 $137.50 Nov 20, 10:57 PM
WL-03015749 Labor Open 2 $0.00 Nov 20, 10:57 PM
WL-03015750 Travel Open 112 $110.00 Nov 20, 10:57 PM
WL-03015751 Travel Open 115 $0.00 Nov 20, 10:57 PM
WL-03026957 Labor Open 2.5 $0.00 Dec 4, 6:07 PM
WL-03026958 Travel Open 112 $110.00 Dec 4, 6:07 PM
WL-03026961 Labor Open 1.75 $192.50 Dec 4, 6:10 PM

Details