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WO-01327979 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Nva #1375 Amc Of Mt. Pleasant — 958 Houston Northcutt Blvd, Mount Pleasant SC, 29464

Dec 24, 2025 → Mar 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 25, 2026
✓ SLA Met (8 biz days early)
Active: 53 biz days
🕐 Clock stopped: Completed (Mar 13, 2026)
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
40d
▶ Clock Running
Status: L2 Screening
Dec 24 → Feb 24, 2026
40 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 40 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Feb 24 → Mar 3, 2026
5 business days (counted)
Running total: 45 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Mar 3 → Mar 13, 2026
8 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 53 of ? biz days used
Created: Dec 24, 2025 Completed: Mar 13, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0
Dec 24 → Feb 24 L2 Screening ▶ Running 40 40
Feb 24 → Feb 24 Ready for Scheduling ▶ Running 0 40
Feb 24 → Mar 3 Assigned ▶ Running 5 45
Mar 3 → Mar 13 Scheduled ▶ Running 8 53
Mar 13 → Mar 13 Tech On Site ▶ Running 0 53
Dispatch 41.0d
Coordinators 15.1d
Field Work 0.0d
Billing 1.9d
✓ SLA Met
Dispatch
41.0 days
Over SLA
Coordinators
15.1 days
Over SLA
Field Work
0.0 days
Billing
1.9 days
Over SLA
Created: Dec 24, 2025 Due: Mar 25, 2026 Completed: Mar 13, 2026 (12 days early)
📅
54.0 days Total Age
⏱️
41.0d in L2 Screening Longest Stage
🔄
9 transitions Status Changes
⚠️
55.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00553874
Vet Order - Animal Medical Center of Mt. Pleasant - Mount Pleasant, SC - SO #8690171
Closed
Part Number: DC6-G2X/H/S4 Description: COMPLETE SYSTEM, GRAY, 165 CM (66 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR Serial Number: Scheduled Ship Date: 2-16-26 Sales Order #: 8690116 Customer PO #: 4603290009 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steven Epstein
Owner
Sherry Reich
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327979 (current) Invoiced
Installation • Eric Colon
Created: Dec 24, 2025 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 234 days old
🚨
Primary Delay 41.0 days stuck in "L2 Screening"
⏱️
Total Delay 55.5 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
L2 Screening
41.0d / 1.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
6.0d / 0.5d SLA
Scheduled
8.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/3 MOwens Called and spoke to Steven at this location. He said to schedule the install visit on 3/13. I confirmed the arrival between 10-11am.

2/24 MOwens Called to speak to Steven Epstein. Left a vm for him to call back to schedule the x-ray install

🔧 Work Performed
3/13/26- EColon- Arrived on-site, checked in with POC and escorted to room unit would be mounted in. Procedure was still in process upon arrival. While looking at WO details, this unit is expecting to be a metal stud install. Asked customer to see other side of wall where the back plate is expected to go. Once room was available, found that the wall was a protruding wall that would cause issues with putting a back plate on. After further investigation found that wall had wood backing. Completed install and functions check on unit. Completed training to customer. Install complete
🔍 Technician Findings
Xray install
⚠️ Problem Description
This install is for Eric Colon. Part Number: DC6-G2X/H/S4 Description: COMPLETE SYSTEM, GRAY, 165 CM (66 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR Serial Number: Scheduled Ship Date: 2-16-26 Sales Order #: 8690116 Customer PO #: 4603290009 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Dec 23, 1:11 PM
Case Number: 00553874
Subject: Vet Order - Animal Medical Center of Mt. Pleasant - Mount Pleasant, SC - SO #8690171
Status: Closed
📋
▶
2 Work Order Created Dec 24, 8:31 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 2m
🚨 41.0 business days
📅
Status: Ready for Scheduling by Dave Creditt Feb 24, 9:00 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 62d 0h
👷
▶
2 Technician Assigned Feb 24, 10:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 48m
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Mar 3, 12:02 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 7d 1h
⚠️ 9.0 business days
🔧
Status: Tech On Site by Eric Colon Mar 13, 5:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 4h
⏱️
▶
2 5x Labor Added Mar 13, 5:58 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 20m
⏳ 3.8 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 18, 12:50 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 18h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Mar 19, 1:36 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-256950

Bottlenecks

L2 Screening
Duration: 41.0 business days (threshold: 1.0 business days)
Exceeded by 40.0 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.2 business hours

🔗 Related Artifacts

📞
Case 00553874
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Eric Colon
Scheduled
Mar 13, 10:30 AM
Created
Dec 24, 8:31 AM
Invoice #
SM-256950

Work Details (5)

Name Type Status Qty Amount Date
WL-03144025 Labor Open 2.5 $0.00 Mar 13, 5:58 PM
WL-03144026 Labor Open 3.25 $357.50 Mar 13, 5:58 PM
WL-03144027 Labor Open 2.5 $0.00 Mar 13, 5:58 PM
WL-03144028 Travel Open 119 $230.00 Mar 13, 5:58 PM
WL-03144029 Travel Open 119 $0.00 Mar 13, 5:58 PM

Details