Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316654 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Newton Wellesley Dermatology — 65 Walnut St Ste 520, WELLESLEY HILLS MA, 02481

Nov 21, 2025 → Dec 1, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 27, 2025
🕐 Clock stopped: Completed (Dec 1)
✗ SLA Missed (4d late)
Dispatch 0.0d
Coordinators 8.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.0 days
Over SLA
Billing
0.0 days
Created: Nov 21, 2025 Due: Dec 1, 2025 Completed: Dec 1, 2025 (on time)
📅
7.0 days Total Age
⏱️
5.4d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545724
Midmark Service Request Dispatch Authorization - WO-00129974
Closed
Zone 1 WD Damaged right front casting on delivery REF 1485222 Located Room 8. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sydney Festa
Owner
Jessica Sells
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316654 (current) Invoiced
Repair • Luis Torres
Created: Nov 21, 2025 • Closed: Dec 1, 2025
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 5.4 days stuck in "Scheduled"
⏱️
Total Delay 5.9 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
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
5.4d / 2.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/24 KSmith -- Scheduled for 12/1 with Sydney. Anytime after 1pm

11/24 KSmith -- Sent email to schedule for 12/1

11/21/2025jsells

left a voicemail with the WO# and told them a coordinator will call to schedule the visit

🔧 Work Performed
**R&R PR OPT front cover assembly. **Function & cycle to confirm no other issues
🔍 Technician Findings
Unit in service PR front cover damaged and could cause a tripping hazard
⚠️ Problem Description
Zone 1 WD Damaged right front casting on delivery REF 1485222 Located Room 8. 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 Nov 20, 4:11 PM
Case Number: 00545724
Subject: Midmark Service Request Dispatch Authorization - WO-00129974
Status: Closed
📋
▶
2 Work Order Created Nov 21, 10:00 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 24, 11:08 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 1h
👷
Technician Assigned by Kourtney Smith Nov 24, 12:17 PM
Technician: Luis Torres
📅
▶
2 Dispatch Scheduled Nov 24, 4:00 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 4h 51m
⚠️ 6.0 business days
⏱️
▶
2 5x Labor Added Dec 1, 3:30 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 23h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 3, 5:01 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.9 business days
🧾
Invoice Created Dec 8, 8:13 AM
Invoice Number: SM-248127

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 4.9 business hours (threshold: 4.0 business hours)
Exceeded by 0.9 business hours
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00545724
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Dec 1, 1:00 PM
Created
Nov 21, 10:00 AM
Invoice #
SM-248127

Work Details (5)

Name Type Status Qty Amount Date
WL-03022620 Labor Open 1.5 $165.00 Dec 1, 3:30 PM
WL-03022621 Travel Open 110 $0.00 Dec 1, 3:30 PM
WL-03022622 Travel Open 55 $110.00 Dec 1, 3:30 PM
WL-03022623 Labor Open 3 $0.00 Dec 1, 3:30 PM
WL-03022624 Labor Open 1.3333333333333 $0.00 Dec 1, 3:30 PM

Details