Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324177 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Walk In GYN Care — 535 Clinton Ave, Brooklyn NY, 11238-6589

Dec 5, 2025 → Dec 22, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 11, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 22)
⏸ 4d excluded (parts wait + holding)
✗ SLA Missed (7d late)
Dispatch 0.0d
Material Management 3.1d
Coordinators 11.8d
Field Work 0.5d
Billing 0.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.1 days
Over SLA
Coordinators
11.8 days
Over SLA
Field Work
0.5 days
Billing
0.4 days
Created: Dec 5, 2025 Due: Dec 24, 2025 Completed: Dec 22, 2025 (2 days early)
📅
11.3 days Total Age
⏱️
9.2d in Closed Longest Stage
🔄
15 transitions Status Changes
⚠️
13.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
12 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 David Trost — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 12, 2025
Visit 2 Dec 22, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00549254
Midmark Service Request Dispatch Authorization - WO-00135531
Closed
Zone 1 WD Light not working ADDITIONAL NOTES Call Monique direct line to schedule service (347)447-4646 - Unit is located on 1st FL Ste to left side when you walk in For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Monique Luddy
Owner
Sherry Reich
Created
Dec 5, 2025
Work Orders from this Case (1)
WO-01324177 (current) Invoiced
Repair • David Trost
Created: Dec 5, 2025 • Closed: Dec 22, 2025
Completed with significant delays
Invoiced • 160 days old
🚨
Primary Delay 9.2 days stuck in "Closed"
⏱️
Total Delay 13.8 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
1.7d / 1.0d SLA
Assigned
4.9d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
3.1d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
10.2d / 1.0d SLA
WO Correction Needed
0.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/18 KSmith -- Scheduled for Monday with Monique. 10am-12pm

12/17 KSmith -- Sent email to schedule for Monday

12/17/2025jsells

Ship To Name: Walk In GYN Care Ship To Address: 535 Clinton Ave Ship To City/State: Brooklyn, NY 11238-6589 Waybill (Tracking #): 1ZE444250372293440 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 16-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10210-00 SERIAL #: DESCRIPTION: KIT, 253 LED LIGHTHEAD - MIST LINE NO: 2.1 QTY: 1 ITEM: 002-10209-00 SERIAL #: DESCRIPTION: KIT, 253 LED FLEX ARM - MIST


12/10 KSmith -- Scheduled for Friday with Monique. 12pm-2pm

12/10 KSmith -- Left VM to schedule for Friday. Sending email as well.

12/9 KSmith -- Left VM to schedule for tomorrow.

12/8 KSmith -- Left VM to schedule for tomorrow. Sending email as well.

12/5/25 SReich - Spoke to Karen, Monique was not in the office, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
12-12 dt Upon inspection of the unit, I was able to duplicate the units intermittency. Light head unable to come off because the set screw has been rounded. Potential previous attempt to repair done by the site.  After discussion with midmark, midmark sending new flexible arm along with light head. Will return When part is received.  12-22 dt $4 parking Replaced light head and arm. Unit now functioning. Unit passes functional testing and has been returned to service.
🔍 Technician Findings
12-12 dt Upon inspection of the unit, I was able to duplicate the units intermittency. Light head unable to come off because the set screw has been rounded. Potential previous attempt to repair done by the site.  After discussion with midmark, midmark sending new flexible arm along with light head. Will return When part is received.  12-22 dt $4 parking Replaced light head and arm. Unit now functioning. Unit passes functional testing and has been returned to service.
⚠️ Problem Description
Zone 1 WD Light not working ADDITIONAL NOTES Call Monique direct line to schedule service (347)447-4646 - Unit is located on 1st FL Ste to left side when you walk in For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Ritter 253 LED Light

Timeline

📞
Case Linked Dec 5, 11:23 AM
Case Number: 00549254
Subject: Midmark Service Request Dispatch Authorization - WO-00135531
Status: Closed
📋
Work Order Created Dec 5, 4:31 PM
Work Order: WO-01324177
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Dec 5, 4:37 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
⏳ 1.9 business days
👷
▶
2 Technician Assigned Dec 8, 8:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 10, 4:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-12T18:00:00.000+0000
⏳ 2.9 business days
🔧
Status: Tech On Site by David Trost Dec 12, 5:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
▶
3 6x Labor Added Dec 12, 5:57 PM
6x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086725
Status: Closed
📦
Status: Awaiting Parts by David Trost
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 6m
⏳ 3.8 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 17, 8:50 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 14h
👷
▶
2 Technician Assigned Dec 17, 12:08 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 18m
🗓️
▶
2 Status: Scheduled Dec 18, 9:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-22T16:15:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by David Trost Dec 22, 1:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
⏱️
▶
2 6x Labor Added Dec 22, 5:13 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 4h 5m
🏁
Status: Closed by David Trost Dec 22, 5:23 PM
From: Completed
To: Closed
Duration in Previous: 9m
⚠️ 9.8 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 2, 4:06 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 10d 22h
🏁
Status: Closed by David Trost Jan 2, 11:37 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 7h 31m
⏳ 1.0 business days
📄
▶
3 Status: Ready to Bill Jan 5, 11:35 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250469

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.1 business hours
Awaiting Parts
Duration: 3.1 business days (threshold: 3.0 business days)
Exceeded by 1.0 business hours
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 9.2 business days (threshold: 1.0 business days)
Exceeded by 8.2 business days

🔗 Related Artifacts

📞
Case 00549254
Closed
📦
Parts Order 00086725
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Dec 22, 11:15 AM
Created
Dec 5, 4:31 PM
Invoice #
SM-250469

Work Details (12)

Name Type Status Qty Amount Date
WL-03036438 Labor Open 0.75 $0.00 Dec 12, 5:57 PM
WL-03036439 Labor Open 1.25 $137.50 Dec 12, 5:57 PM
WL-03036440 Labor Open 1.5 $0.00 Dec 12, 5:57 PM
WL-03036441 Travel Open 8 $110.00 Dec 12, 5:57 PM
WL-03036442 Travel Open 26 $0.00 Dec 12, 5:57 PM
WL-03036443 Expenses Open 1 $0.00 Dec 12, 5:57 PM
WL-03045487 Labor Open 0.5 $0.00 Dec 22, 5:13 PM
WL-03045488 Labor Open 1 $110.00 Dec 22, 5:13 PM
WL-03045489 Labor Open 1.25 $0.00 Dec 22, 5:13 PM
WL-03045490 Travel Open 8 $110.00 Dec 22, 5:13 PM
WL-03045491 Travel Open 26 $0.00 Dec 22, 5:13 PM
WL-03045492 Expenses Open 1 $0.00 Dec 22, 5:13 PM

Details