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WO-01349972 ↗ ServiceMax

MIDMARK • Repair • P4

📍 El Dorado Hills Dental — 1220 Suncast Ln, EL DORADO HILLS CA, 95762

Feb 5, 2026 → Feb 21, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 6 → Feb 9, 2026
1 business day (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 16, 2026
4 business days (counted)
Running total: 5 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 20, 2026
4 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 21, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Feb 5, 2026 Completed: Feb 21, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 4
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 1 / 4
Feb 6 → Feb 6 Assigned ▶ Running 0 1 / 4
Feb 6 → Feb 9 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 9 → Feb 16 Ready for Scheduling ▶ Running 4 5 / 4
Feb 16 → Feb 20 Scheduled ▶ Running 4 9 / 4
Feb 20 → Feb 21 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 1.9d
Coordinators 10.2d
Field Work 0.7d
Billing 1.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.9 days
Coordinators
10.2 days
Over SLA
Field Work
0.7 days
Billing
1.2 days
Over SLA
Created: Feb 5, 2026 Due: Feb 16, 2026 Completed: Feb 21, 2026 (4 days late)
📅
10.2 days Total Age
⏱️
5.0d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
7.5d 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 #00565807
Repair
Closed
Zone 1 WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES Parts shipping via UPS Next Day Air. The Service Company Tech must review the hub rotation repair video Link: https://www.youtube.com/watch?v=gmMGXM9v73w, along with performing the back replacement. ALL PARTS MUST BE INSTALLED. For assistance, troubleshooting, or parts identification, contact Dental Tech Service at 844-856-1231. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Tyler Wetton
Owner
Sherry Reich
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349972 (current) Invoiced
Repair • Angel Rios
Created: Feb 5, 2026 • Closed: Feb 21, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 5.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 7.5 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
Ready for Scheduling
6.2d / 1.0d SLA
Awaiting Parts - Customer
1.9d
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/22/26 RBerry- Updated delay code due to gap in communication to customer.


2-16 Mburris called set w/ Lacy number 801-636-0448 site needs Fridays no client's

2-13 Mburris email sent to POC

2-13 Mburris Lm on Vmail 

02/09/2026 Emartin

Order No: 753878


Customer PO No: SR1533522


Customer: Midmark No Charge


Service Request NO: 1533522


  


Ship To Name: El Dorado Hills Dental


Ship To Address: 1220 Suncast Ln    


Ship To City/State: EL DORADO HILLS, CA 95762


Waybill (Tracking #): 1ZE444251371133346


Carrier: UPS-Air-Next Day Air Saver


  


The following items have shipped from Midmark Corporation on: 06-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-10439-01 SERIAL #: DESCRIPTION: SEAT BACK GAS SPRING KIT, ELEVANCE CHAIR L/R AND CONSOLE


LINE NO: 2.1 QTY: 1 ITEM: 002-10429-00 SERIAL #: DESCRIPTION: ROTATIONAL BRAKE KIT, ELEVANCE CHAIR


2/5/26 SReich - Spoke to Tyler, he is not the POC. He gave names and a phone #.  Updated POC.

2/5/26 SReich - Spoke to Amber, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
Performed installation of the Seat Back Retraction Spring Kit and the Pivot Brake Assembly Kit in accordance with Midmark instructions. During installation, discovered that a wire to the lower frame limit switch was disconnected and reconnected it prior to completing the repair. Upon completion, tested rotational base, backrest, and full up and down movement of the chair and verified proper operation with no issues noted. As no staff were initially present on site, conducted a FaceTime call with Dr. Cope to demonstrate proper operation of the dental exam chair. Lacey arrived prior to departure and proper operation was demonstrated in person. She reported the previous symptom was the base moving up but not down, which is consistent with a disconnected base limit switch. Informed her that the wiring had been found disconnected and was reconnected during service. She observed proper operation and signed the service documentation.
🔍 Technician Findings
Arrived on site and received replacement parts from the customer for the dental exam chair. Verified that both the rotational base and backrest functions were not operating properly.
⚠️ Problem Description
Zone 1 WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES Parts shipping via UPS Next Day Air. The Service Company Tech must review the hub rotation repair video Link: https://www.youtube.com/watch?v=gmMGXM9v73w, along with performing the back replacement. ALL PARTS MUST BE INSTALLED. For assistance, troubleshooting, or parts identification, contact Dental Tech Service at 844-856-1231. Thank you!
📄 Description
Midmark 153810 Elevance Dental Chair

Timeline

📞
Case Linked Feb 5, 1:58 PM
Case Number: 00565807
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 5, 5:02 PM
Work Order Created → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich Feb 5, 5:11 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 9m
👷
▶
2 Technician Assigned Feb 6, 11:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 18h 27m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 9, 10:13 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2d 22h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 11:51 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-20T22:00:00.000+0000, 2026-02-20T21:30:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 16, 1:09 PM
Scheduled For: 2026-02-20T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 16, 1:16 PM
Scheduled For: 2026-02-21T21:00:00.000+0000, 2026-02-20T23:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 18, 9:08 AM
Scheduled For: 2026-02-18T21:30:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 19, 8:31 AM
Scheduled For: 2026-02-20T20:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Angel Rios Feb 20, 1:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
⏱️
2x Labor Added Feb 20, 8:21 PM
Type: Labor, Travel
Status: Open
Qty: 1, 30
⏱️
▶
2 Labor Added Feb 20, 9:05 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 8h 4m
🏁
Status: Closed by Angel Rios Feb 21, 1:25 AM
From: Completed
To: Closed
Duration in Previous: 4h 17m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 5:05 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 15h
📨
▶
3 Status: Invoice Pending Feb 25, 1:12 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-254901

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours

🔗 Related Artifacts

📞
Case 00565807
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Feb 20, 3:30 PM
Created
Feb 5, 5:02 PM
Invoice #
SM-254901

Work Details (5)

Name Type Status Qty Amount Date
WL-03093851 Parts Open 1 $0.00 Feb 5, 5:02 PM
WL-03093852 Parts Open 1 $0.00 Feb 5, 5:02 PM
WL-03114702 Labor Open 1 $0.00 Feb 20, 8:21 PM
WL-03114703 Travel Open 30 $110.00 Feb 20, 8:21 PM
WL-03114767 Labor Open 8 $880.00 Feb 20, 9:05 PM

Details