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← WO Overview

WO-01340697 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Atlanta North Dermatology — 224 Riverstone Dr, Ste 220, Canton GA, 30114-5256

Jan 29, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 5, 2026
5 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 18, 2026
4 business days (counted)
Running total: 12 of 4 biz days used
Created: Jan 29, 2026 Completed: Feb 18, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 4
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0 / 4
Jan 29 → Jan 29 Assigned ▶ Running 0 0 / 4
Jan 29 → Feb 5 Scheduled ▶ Running 5 5 / 4
Feb 5 → Feb 5 Tech On Site ▶ Running 0 5 / 4
Feb 5 → Feb 6 Tech Off Site ▶ Running 1 6 / 4
Feb 6 → Feb 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 11 Ready for Scheduling ▶ Running 2 8 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 8 / 4
Feb 11 → Feb 11 Scheduled ▶ Running 0 8 / 4
Feb 11 → Feb 11 Entered ▶ Running 0 8 / 4
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 8 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 8 / 4
Feb 11 → Feb 18 Scheduled ▶ Running 4 12 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 12.8d
Field Work 1.5d
Billing 2.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
12.8 days
Over SLA
Field Work
1.5 days
Billing
2.8 days
Over SLA
Created: Jan 29, 2026 Due: Feb 17, 2026 Completed: Feb 18, 2026 (on time)
📅
13.1 days Total Age
⏱️
5.7d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
10.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 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 Henry Holmes — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 5, 2026
Visit 2 Feb 17, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563244
Repair
Closed
Zone 1 WD-unit not running ADDITIONAL NOTES Please contact mobile number to schedule. Unavailable on Mondays. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Tiffany Palmquist
Owner
Sherry Reich
Created
Jan 29, 2026
Work Orders from this Case (1)
WO-01340697 (current) Invoiced
Repair • Henry Holmes
Created: Jan 29, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 5.7 days stuck in "Scheduled"
⏱️
Total Delay 10.7 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
2.8d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
9.8d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.6d / 1.0d SLA
WO Correction Needed
1.1d
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11/26 RBerry- Updated due date based on parts. Removed delay code.


2/11/26 AJinerson - Received call back from Tiffany and confirmed scheduling for Tuesday, 2/17 between 930-1130am. 

(I offered Mon. 2/16, but they needed 2/17 per their schedule). 

POC on-site: Brandi 

Parts location: Parts will be with autoclave. 


2/11/26 AJinerson - Sent email to Tiffany and offered to schedule on either Mon. 2/16 (since it's the SLA, even though they cannot schedule on Mondays,) also offering Tuesday, 2/17 with arrival between 930am-1130am.


2/11/26 AJinerson - Called Tiffany on mobile number per request in prob. description: 406-679-0560. No answer, left VM regarding needing to schedule. 


**Site cannot do Mondays per prob. description and per previous scheduling calls w/ customer, but SLA is on a Monday, 2/16. Parts ETA is 2/11 by 9:00 p.m. **


2/10/26 AJinerson - Parts ETA to site 2/11 by 9:00 PM.


2/9 KHardison: No ETA. Updated due date.

Ship To Name: Atlanta North Dermatology Ship To Address: 224 Riverstone Dr Ste 220 Ship To City/State: Canton, GA 30114-5256 Waybill (Tracking #): 1ZE444250371940055 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10330-00 SERIAL #: DESCRIPTION: KIT, M9/M11, FILL VALVE REPAIR, 115V

1/29/26 AJinerson - Called Tiffany on cell and offered Mon. 2/2 but they are closed on Mondays. Scheduled for Thurs. 2/5 with arrival between 12pm-2pm instead. 

Onsite POC: Christian Smith

Arrival instructions: Tech can call Tiffany if they have any questions while onsite. (406) 679-0560


1/29/26 SReich - Spoke to Tiffany, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
ran unit and got a C573 Error troubleshooted unit with James from Tech Support and unit needs a new Fill Valve 2/17/26- Tgifford; Removed and replaced fill valve assembly. Performed operational test to verify. System functioning properly.
🔍 Technician Findings
unit keeps giving a C573 error 2/17/26 -Tgifford; large amounts of water found in chamber, under unit and on the bottom panel of the internal compartment.
⚠️ Problem Description
Zone 1 WD-unit not running ADDITIONAL NOTES Please contact mobile number to schedule. Unavailable on Mondays. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Jan 29, 8:20 AM
Case Number: 00563244
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 29, 11:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 29, 1:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 45m
📅
▶
2 Dispatch Scheduled Jan 29, 1:31 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 5m
⚠️ 6.0 business days
🔧
Status: Tech On Site by Henry Holmes Feb 5, 12:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 22h
🔩
Parts Added Feb 5, 1:50 PM
Type: Parts
Status: Open
Qty: 1
🚗
Status: Tech Off Site by Henry Holmes Feb 5, 2:10 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 59m
⏱️
▶
3 3x Labor Added Feb 5, 11:48 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089854
Status: Closed
📦
Status: Awaiting Parts by Henry Holmes
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 9h 40m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 9, 2:10 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 14h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Feb 11, 9:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 19h
🗓️
▶
2 Status: Scheduled Feb 11, 10:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-17T14:30:00.000+0000
🆕
▶
3 Status: Entered Feb 11, 11:46 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Torre Gifford
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-17T14:30:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Feb 17, 7:17 PM
Type: Labor, Travel
Status: Open
Qty: 2, 3.25, 57
🔩
2x Parts Added Feb 17, 7:42 PM
Type: Parts, Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Feb 17, 8:02 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Torre Gifford
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.5 business days
👷
▶
2 Technician Assigned Feb 20, 6:31 PM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 22h
⏳ 1.7 business days
🏁
Status: Closed by Mark Franks Feb 23, 2:14 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 19h
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 1:04 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 50m
📨
▶
2 Status: Invoice Pending Feb 25, 12:35 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 93.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254889

Bottlenecks

Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Ready for Scheduling
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 business hours

🔗 Related Artifacts

📞
Case 00563244
Closed
📦
Parts Order 00089854
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Feb 17, 9:30 AM
Created
Jan 29, 11:37 AM
Invoice #
SM-254889

Work Details (9)

Name Type Status Qty Amount Date
WL-03093257 Parts Open 1 $0.00 Feb 5, 1:50 PM
WL-03094597 Labor Open 1.5 $0.00 Feb 5, 11:48 PM
WL-03094598 Labor Open 2 $220.00 Feb 5, 11:48 PM
WL-03094599 Travel Open 44 $110.00 Feb 5, 11:48 PM
WL-03109349 Labor Open 2 $0.00 Feb 17, 7:17 PM
WL-03109350 Labor Open 3.25 $357.50 Feb 17, 7:17 PM
WL-03109351 Travel Open 57 $110.00 Feb 17, 7:17 PM
WL-03109428 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109429 Expenses Open 1 $0.00 Feb 17, 7:42 PM

Details