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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340995 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Dermatology Group of the Carolinas — 525 Corporate Cir, Salisbury NC, 28147-8074

Jan 30, 2026 → Feb 13, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 5, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 14, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 30 → Feb 2, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 13, 2026
6 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 14, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Jan 30, 2026 Completed: Feb 14, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 4
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 4
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 4
Jan 30 → Feb 2 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 1 / 4
Feb 3 → Feb 5 Assigned ▶ Running 2 3 / 4
Feb 5 → Feb 13 Scheduled ▶ Running 6 9 / 4
Feb 13 → Feb 14 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 11.1d
Field Work 1.0d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
11.1 days
Over SLA
Field Work
1.0 days
Billing
1.3 days
Over SLA
Created: Jan 30, 2026 Due: Feb 10, 2026 Completed: Feb 14, 2026 (3 days late)
📅
10.9 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
8.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563795
Repair
Closed
Zone 1 NWD/back actuator drifting - Please keep SR open for 45 Days. ADDITIONAL NOTES 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
Critical
Origin
Web
Reason
New Case
Contact
Amy Walter
Owner
Sherry Reich
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01340995 (current) Invoiced
Repair • Eric Colon
Created: Jan 30, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 195 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 8.4 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
Awaiting Parts - Customer
1.4d
Assigned
2.4d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/5/26 RBerry- Updated due date based on parts.


2/5 MOwens Called and spoke to Amy Walter. She did receive the part from Midmark yesterday. the part will be by the chair for when the tech arrives for the repair visit. She requested the repair on 2/13 before 12pm when they close. I told her My tech will arrive onsite around 10am on 2/13.


2/4 MOwens Called to speak Amy Walter. Left a vm for her to call back to schedule the repair visit.

2/2/26 SReich

Order No: 752438 Customer PO No: SR1525598 Customer: Dermatology Group of the Carolinas Service Request NO: 1525598 Ship To Name: Dermatology Group of the Carolinas Ship To Address: 525 Corporate Cir Ship To City/State: Salisbury, NC 28147-8074 Waybill (Tracking #): 1ZE444250372292718 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 02-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-0795-00 SERIAL #: DESCRIPTION: KIT, BACK ACTUATOR



1/30/26 SReich - Left a vm, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
2/13/26- EColon- Arrived on-site, checked in with front desk and received parts. Completed functions check and back drifts when weight is applied. Replaced back actuator, and ran position calibration. Completed functions check. unit fully functional
🔍 Technician Findings
back drifting
⚠️ Problem Description
Zone 1 NWD/back actuator drifting - Please keep SR open for 45 Days. ADDITIONAL NOTES 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 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Jan 30, 10:59 AM
Case Number: 00563795
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Jan 30, 12:08 PM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Jan 30, 3:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 3h 39m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Feb 2, 4:49 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 0h
👷
▶
2 Technician Assigned Feb 3, 3:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 2m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Feb 5, 9:47 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-13T15:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1d 17h
⚠️ 7.0 business days
🔧
Status: Tech On Site by Eric Colon Feb 13, 10:20 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
⏱️
3x Labor Added Feb 13, 7:11 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 132
✔️
▶
2 Status: Completed Feb 13, 7:28 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.6 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 4:59 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 21h
📨
Status: Invoice Pending by Nancy Suarez Feb 19, 12:26 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 19h 26m, 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 20, 3:19 PM
Invoice Number: SM-254373

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours

🔗 Related Artifacts

📞
Case 00563795
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Feb 13, 10:00 AM
Created
Jan 30, 12:08 PM
Invoice #
SM-254373

Work Details (4)

Name Type Status Qty Amount Date
WL-03085011 Parts Open 1 $0.00 Jan 30, 12:08 PM
WL-03105875 Labor Open 2.5 $0.00 Feb 13, 7:11 PM
WL-03105876 Labor Open 2.5 $275.00 Feb 13, 7:11 PM
WL-03105877 Travel Open 132 $0.00 Feb 13, 7:11 PM

Details