Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349488 ↗ ServiceMax

MIDMARK • Repair • P4

📍 REN Dermatology — 1195 Old Hickory Blvd Suite 202, Brentwood TN, 37027

Feb 3, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
Created: Feb 3, 2026 Completed: Feb 17, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 4
Feb 3 → Feb 4 Ready for Scheduling ▶ Running 1 1 / 4
Feb 4 → Feb 5 Assigned ▶ Running 1 2 / 4
Feb 5 → Feb 5 Scheduled ▶ Running 0 2 / 4
Feb 5 → Feb 6 Tech On Site ▶ Running 1 3 / 4
Feb 6 → Feb 6 Completed ▶ Running 0 3 / 4
Feb 6 → Feb 6 Incomplete ▶ Running 0 3 / 4
Feb 6 → Feb 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 10 Ready for Scheduling ▶ Running 1 4 / 4
Feb 10 → Feb 13 Assigned ▶ Running 3 7 / 4
Feb 13 → Feb 17 Scheduled ▶ Running 1 8 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 9.7d
Field Work 0.6d
Billing 1.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
9.7 days
Over SLA
Field Work
0.6 days
Billing
1.7 days
Over SLA
Created: Feb 3, 2026 Due: Feb 16, 2026 Completed: Feb 17, 2026 (on time)
📅
8.5 days Total Age
⏱️
3.5d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
8.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
13 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 Michael Swingle — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 5, 2026
Visit 2 Feb 16, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00564787
Repair
Closed
Zone 1 NWD/water damage/no base function 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
Web
Reason
New Case
Contact
Ruthie Markin
Owner
Jessica Sells
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349488 (current) Invoiced
Repair • Michael Swingle
Created: Feb 3, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 191 days old
🚨
Primary Delay 3.5 days stuck in "Assigned"
⏱️
Total Delay 8.0 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
2.9d / 1.0d SLA
Assigned
5.5d / 0.5d SLA
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/13/2026 LHill-rec'd call back from Ruthie at 615-568-8152. She confirmed MOnday, 02/16 at 1PM is good for her. She will have box of parts next to the equipment.


02/13/2026 LHill-send email to Ruthie-We currently have availability on 02/16/2026 after 1PM.

See logged email.


02/13/2026 LHill-LM at (615) 568-8152 for Ruthie. Trying to schedule tech visit for 02/16.


2/12 MOwens Sent an email to Ruthie asking to schedule the repair visit for Mon. 2/16 after 1pm.

2/10 MOwens Called to speak to Ruthie Markin. Left a vm for her to call back to schedule the return visit.


Your shipment

1ZE444250370065431

Estimated delivery

Tomorrow, February 11, between 10:15 A.M. - 1:15 P.M. 


2/9/2026jsells

Ship To Name: REN Dermatology Ship To Address: 1195 Old Hickory Blvd Suite 202 Ship To City/State: Brentwood, TN 37027-4239 Waybill (Tracking #): 1ZE444250370065431 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 09-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-0773-00 SERIAL #: DESCRIPTION: KIT, PCB RITTER 230


2/5 MOwens Ruthie called back and she said the tech go onsite this afternoon 2/5 between 2-5pm.

2/5 MOwens Call and left a vm for Ruthie Markin to call back and schedule the repair visit.

2/5 MOwens Called to speak to Ruthie Markin but she was not in the office yet. Will send an email.

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

2/3/2026jsells

left a voicemail for Ruthie with the work order number and let her know that someone would be call to schedule

🔧 Work Performed
02-05-26- I removed cover of PC board. I switched back and up down wires. I was able to lower the exam chair down. Chair will need a PC board #002-0773-00 for replacement. 02-16-26- I removed old PCB and replaced with a new one sent to the customer. I tested all functions of the chair and placed back into service.
🔍 Technician Findings
02-05-26- I arrived on site to troubleshoot an exam chair not functioning correctly. Tilt, foot, and back functions work but the up down does not. Site had a water leak that may have damaged the components to the chair. Chair was all the way in the raised position. 02-16-26- I arrived on site to change out the PC board.
⚠️ Problem Description
Zone 1 NWD/water damage/no base function 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 Feb 3, 12:05 PM
Case Number: 00564787
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 3, 5:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 4, 8:59 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 31m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 5, 2:03 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1d 5h
🔧
Status: Tech On Site by MICHAEL SWINGLE Feb 5, 2:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 41m
⏱️
▶
3 5x Labor Added Feb 5, 7:28 PM
5x Labor Added → Status: Completed → Parts Requested
✔️
Status: Completed by MICHAEL SWINGLE
From: Tech On Site, Completed, Incomplete
To: Completed, Incomplete, Awaiting Parts
Duration in Previous: 4h 44m, 0m
📦
Parts Requested
Order: 00089848
Status: Closed
⏳ 2.6 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 9, 1:41 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 18h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 10, 3:21 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 10:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-16T19:00:00.000+0000
⏳ 1.0 business days
🔩
6x Parts Added Feb 16, 2:49 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 0.3, 0.95, 13, 43
🔩
▶
2 2x Parts Added Feb 16, 9:11 PM
2x Parts Added → Status: Completed
✔️
Status: Completed by MICHAEL SWINGLE
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 10h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 19, 1:09 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
📨
▶
2 Status: Invoice Pending Feb 20, 12:39 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 96.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254597

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours

🔗 Related Artifacts

📞
Case 00564787
Closed
📦
Parts Order 00089848
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Swingle
Scheduled
Feb 16, 2:00 PM
Created
Feb 3, 5:24 PM
Invoice #
SM-254597

Work Details (13)

Name Type Status Qty Amount Date
WL-03094169 Labor Open 0.83333333333333 $0.00 Feb 5, 7:28 PM
WL-03094170 Labor Open 0.5 $55.00 Feb 5, 7:28 PM
WL-03094171 Labor Open 1 $0.00 Feb 5, 7:28 PM
WL-03094172 Travel Open 37 $110.00 Feb 5, 7:28 PM
WL-03094173 Travel Open 43 $0.00 Feb 5, 7:28 PM
WL-03107363 Parts Open 1 $0.00 Feb 16, 2:49 PM
WL-03107364 Labor Open 0.3 $0.00 Feb 16, 2:49 PM
WL-03107365 Labor Open 0.95 $110.00 Feb 16, 2:49 PM
WL-03107366 Labor Open 1 $0.00 Feb 16, 2:49 PM
WL-03107367 Travel Open 13 $110.00 Feb 16, 2:49 PM
WL-03107368 Travel Open 43 $0.00 Feb 16, 2:49 PM
WL-03108081 Parts Open 1 $0.00 Feb 16, 9:11 PM
WL-03108082 Expenses Open 1 $0.00 Feb 16, 9:11 PM

Details