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WO-01327842 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Arkansas Dermatology & Skin Cancer Center — 106 S Inglewood Ave Ste B, Russellville AR, 72801

Dec 23, 2025 → Jan 8, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 29, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 8)
⏸ 7d excluded (parts wait + holding)
✗ SLA Missed (3d late)
Dispatch 0.0d
Material Management 6.0d
Coordinators 7.6d
Field Work 1.0d
Billing 8.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
7.6 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
8.1 days
Over SLA
Created: Dec 23, 2025 Due: Jan 14, 2026 Completed: Jan 8, 2026 (6 days early)
📅
12.6 days Total Age
⏱️
7.9d in Invoice Pending Longest Stage
🔄
11 transitions Status Changes
⚠️
14.7d 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 Christopher Carroll — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 26, 2025
Visit 2 Dec 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553801
Midmark Service Request Dispatch Authorization - WO-00140552
Closed
Zone 2 NWD No tilt Closes from 12pm – 1pm for lunch. 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
Whitney Garrison
Owner
Jessica Sells
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327842 (current) Invoiced
Repair • Christopher Carroll
Created: Dec 23, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 142 days old
🚨
Primary Delay 7.9 days stuck in "Invoice Pending"
⏱️
Total Delay 14.7 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
1.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
6.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Closed
3.4d / 1.0d SLA
WO Correction Needed
0.1d
Invoice Pending
7.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/12/2026 SRA Russleville Parts needs the date of service corrected to 12/26/25.

01/08/2026 EMartin

Order No: 746917


Customer PO No: SR1512540


Customer: Arkansas Dermatology


Service Request NO: 1512540


  


Ship To Name: Arkansas Dermatology


Ship To Address: 106 S Inglewood Ave Ste B   


Ship To City/State: Russellville, AR 72801-3397


Waybill (Tracking #): 1ZE444250347271636


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 07-JAN-2026


  


LINE NO: 1.1 QTY: 2 ITEM: 015-0346-40 SERIAL #: DESCRIPTION: FUSE, 6.3A, SLO-BLO, HIGH-BREAKING CAPACITY


12/26

Customer called tech to discuss


12/23 MOwens Called and spoke to Whitney. They are closed from 12/24-12/26. Then next week only closed on Jan 1st. Hours are 7:30-4:30pm. Called Whitney back and left her know the first available date for the tech to go onsite is on 12/31 with arrival between 10-11am. She said that will work with their schedule.

12/23/2025jsells

spoke with Whitney and I gave her the work order number and told her a coordinator would call to schedule

🔧 Work Performed
12/26 CC Called customer to confirm hours of operation on 12/31. 12/31/25 CC Unit will only go up & down. Called support. James states to check 5 fuses. Unit only has 4 Support visual in, confirmed, cleared with customer, sending part. 1/8/26 CC Site called me and informed me they installed fuse,tested,perfroms true. Returned to service.
🔍 Technician Findings
12/26 CC Called customer to confirm hours of operation on 12/31. 12/31/25 CC Unit will only go up & down. Called support. James states to check 5 fuses. Unit only has 4 Support visual in, confirmed, cleared with customer, sending part. 1/8/26 Site called me and informed me they installed fuse,tested,perfroms true. Returned to service.
⚠️ Problem Description
Zone 2 NWD No tilt Closes from 12pm – 1pm for lunch. 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 Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Dec 23, 11:10 AM
Case Number: 00553801
Subject: Midmark Service Request Dispatch Authorization - WO-00140552
Status: Closed
📋
▶
2 Work Order Created Dec 23, 2:17 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 Dec 23, 2:28 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: a0h5A00000GbsPpQAJ, Christopher Carroll
📅
▶
2 Dispatch Scheduled Dec 23, 3:39 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1h 11m
⏳ 4.0 business days
⏱️
Labor Added Dec 27, 11:16 AM
Type: Labor
Status: Open
Qty: 0.25
⏳ 0.0 business days
💵
2x Expenses Added Dec 28, 4:22 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Christopher Carroll Dec 31, 10:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 19h
🔩
Parts Added Dec 31, 7:09 PM
Type: Parts
Status: Open
Qty: 1
🚗
▶
3 5x Travel Added Dec 31, 7:14 PM
5x Travel Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087563
Status: Closed
📦
Status: Awaiting Parts by Christopher Carroll
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 8h 31m
⚠️ 6.6 business days
📅
Status: Ready for Scheduling by Erin Martin Jan 8, 9:34 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 14h
🔩
▶
2 2x Parts Added Jan 8, 6:41 PM
2x Parts Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Christopher Carroll Jan 8, 6:47 PM
From: Ready for Scheduling, Completed
To: Completed, Closed
Duration in Previous: 9h 12m, 0m
⏳ 2.7 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 12, 3:09 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 20h
🏁
Status: Closed by Matthew Bateman Jan 12, 4:19 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 10m
📄
Status: Ready to Bill by Nancy Suarez Jan 13, 11:46 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 19h 26m, 0m
⚠️ 8.0 business days
💰
▶
2 Status: Invoiced Jan 22, 11:29 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251072

Bottlenecks

Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Invoice Pending
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00553801
Closed
📦
Parts Order 00087563
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Carroll
Scheduled
Dec 31, 10:30 AM
Created
Dec 23, 2:17 PM
Invoice #
SM-251072

Work Details (12)

Name Type Status Qty Amount Date
WL-03048471 Labor Open 0.25 $0.00 Dec 27, 11:16 AM
WL-03048532 Expenses Open 1 $0.00 Dec 28, 4:22 PM
WL-03048531 Expenses Open 1 $0.00 Dec 28, 4:22 PM
WL-03051961 Parts Open 1 $0.00 Dec 31, 7:09 PM
WL-03051967 Travel Open 88 $0.00 Dec 31, 7:14 PM
WL-03051965 Labor Open 1.5 $0.00 Dec 31, 7:14 PM
WL-03051963 Labor Open 1.5 $0.00 Dec 31, 7:14 PM
WL-03051964 Labor Open 1 $110.00 Dec 31, 7:14 PM
WL-03051966 Travel Open 88 $110.00 Dec 31, 7:14 PM
WL-03058326 Parts Open 1 $0.00 Jan 8, 6:41 PM
WL-03058327 Expenses Open 1 $0.00 Jan 8, 6:41 PM
WL-03058328 Expenses Open 1 $0.00 Jan 8, 6:46 PM

Details