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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350605 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Parks Dermatology Center — 400 Lakebridge Plaza Dr, ORMOND BEACH FL, 32174

Feb 9, 2026 → Feb 25, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 13, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 16, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 16 → Feb 18, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 25, 2026
5 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Feb 9, 2026 Completed: Feb 25, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 4
Feb 9 → Feb 10 Ready for Scheduling ▶ Running 1 1 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 1 / 4
Feb 10 → Feb 10 Entered ▶ Running 0 1 / 4
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 1 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 1 / 4
Feb 10 → Feb 16 Scheduled ▶ Running 3 4 / 4
Feb 16 → Feb 18 Awaiting Parts ⏸ Paused 2 —
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 4 / 4
Feb 18 → Feb 18 Entered ▶ Running 0 4 / 4
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 4 / 4
Feb 18 → Feb 18 Assigned ▶ Running 0 4 / 4
Feb 18 → Feb 25 Scheduled ▶ Running 5 9 / 4
Feb 25 → Feb 25 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 11.4d
Field Work 0.4d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
11.4 days
Over SLA
Field Work
0.4 days
Billing
1.4 days
Over SLA
Created: Feb 9, 2026 Due: Feb 25, 2026 Completed: Feb 25, 2026 (on time)
📅
11.6 days Total Age
⏱️
5.6d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
7.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Feb 16, 2026
Visit 2 Feb 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566501
Repair
Closed
Travel Zone 2 Dispatch Type Repair Email malissa@parksdermatology.com PROBLEM SUMMARY WD Noise ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Malissa Ruiz
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350605 (current) Invoiced
Repair • Yves Dessin
Created: Feb 9, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 186 days old
🚨
Primary Delay 5.6 days stuck in "Scheduled"
⏱️
Total Delay 7.4 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
2.2d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
9.1d / 2.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.4d / 1.0d SLA
WO Correction Needed
0.1d
Ready to Bill
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27/26 NSuarez SRA is missing for the date of service 2/16/2026.

2/18/26 AJinerson - Received call back from Malissa and confirmed scheduling tech visit for Wednesday, 2/25 **Site needs arrival at/after 1PM** 

POC onsite: Malissa Ruiz

Arrival instructions: Per Malissa, they are requesting our technician to bring a table/cart on-site with them to set their tools/parts on, as there is no counter space for our technician's to use. 


2/18/26 AJinerson - Called Malissa/site to schedule tech visit now that we have ETA on parts. Went through prompts to try and get a hold of someone, tried ext. 1301 for Malissa Ruiz and left VM for Malissa. 


2/18/26 lcoonrod

Your shipment 1ZE444250372849037 Estimated delivery Tomorrow, February 19, between 11:15 A.M. - 3:15 P.M. Order No: 755865 Customer PO No: SR1535560 Customer: Midmark No Charge Service Request NO: 1535560 Ship To Name: Parks Dermatology Center Ship To Address: 400 Lakebridge Plaza Dr Ship To City/State: ORMOND BEACH, FL 32174 Waybill (Tracking #): 1ZE444250372849037 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 17-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 014-0419-00 SERIAL #: DESCRIPTION: AIR VALVE SOLENOID LINE NO: 2.1 QTY: 1 ITEM: 002-10342-00 SERIAL #: DESCRIPTION: KIT, M9/M11, VENT VALVE REPAIR, 115V


2/10/26 AJinerson - Received email back from Malissa requesting to schedule for Mon. 2/16 with arrival between 10am-12pm.

Sent email back confirming this date/time.


2/10/26 AJinerson - Sent email back to Malissa offering below dates/times asking which works best for them:

Mon. 2/16 between 10am-12pm (for YDessin)

Weds. 2/18 between 1pm-3pm (for AWright, he will already be in this area).


*We will be missing the SLA as customer could not schedule for offered date of 2/11 per their schedule, they have to follow their specific times of availability below*


2/10/26 AJinerson - Received email back from Malissa stating:

"This must be scheduled after 12:00 PM if it's on a Tuesday - Thursday or between 7:30 a.m. - 11:00 a.m. if on a Friday, or anytime of day on a Monday".


2/10/26 AJinerson - Sent email to POC Malissa offering tech visit tomorrow, 2/11 with arrival between 11am-1pm.

2/10/26 AJinerson - Called site to schedule tech visit. Went through prompts to speak with someone, was on hold for over 6 mins and could not get through to someone. No option to leave VM. Will follow up with email. 


2/9/26 lcoonrod

left VM with WO # and that someone will be reaching out to set up the appt

🔧 Work Performed
called tech support and there was an order of parts put in for the air valve and vent valve communicated this with the customer pn- that's ordered 014-0419-00 pn- 0021034-00b yd 2/16 2/25/26 AMW - Received replacement parts. Installed new air vent valve and air vent solenoid. Performed function test and EST. Equipment passed all tests. Notified POC of equipment status,.
🔍 Technician Findings
arrived at site met with mellissa found that after a couple of cycles M11 would high pitch sounds p/next tech will need a cart to move m11 area ver small
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair Email malissa@parksdermatology.com PROBLEM SUMMARY WD Noise ADDITIONAL NOTES 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 Feb 9, 9:28 AM
Case Number: 00566501
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 9, 2:17 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Feb 10, 2:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 47m
🆕
▶
3 Status: Entered Feb 10, 3:03 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: a0h8Y00000JjEICQA3, Yves Dessin
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-16T15:00:00.000+0000
⏳ 4.0 business days
⏱️
2x Labor Added Feb 16, 11:44 AM
Type: Labor, Travel
Status: Open
Qty: 2, 65
🔩
Parts Added Feb 16, 12:08 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
3 3x Labor Added Feb 16, 12:21 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090434
Status: Closed
📦
Status: Awaiting Parts by Yves Dessin
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 21h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 18, 9:11 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 20h
🆕
▶
2 Status: Entered Feb 18, 1:46 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Anthony Wright
📅
▶
2 Dispatch Scheduled Feb 18, 2:09 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 22m
⚠️ 6.0 business days
⏱️
▶
2 2x Labor Added Feb 25, 1:06 PM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Anthony Wright
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 22h
⏱️
3x Labor Added Feb 25, 2:41 PM
Type: Labor, Travel
Status: Open
Qty: 1.75, 1.25, 79
✔️
▶
2 Status: Completed Feb 25, 4:12 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Feb 27, 4:58 PM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 0h
🏁
Status: Closed by Yves Dessin Feb 27, 6:11 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 11m
⏳ 1.7 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 2, 5:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
📨
▶
2 Status: Invoice Pending Mar 3, 12:23 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 89.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255460

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours

🔗 Related Artifacts

📞
Case 00566501
Closed
📦
Parts Order 00090434
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Yves Dessin
Scheduled
Feb 25, 1:00 PM
Created
Feb 9, 2:17 PM
Invoice #
SM-255460

Work Details (11)

Name Type Status Qty Amount Date
WL-03107067 Labor Open 2 $0.00 Feb 16, 11:44 AM
WL-03107068 Travel Open 65 $110.00 Feb 16, 11:44 AM
WL-03107098 Parts Open 1 $0.00 Feb 16, 12:08 PM
WL-03107125 Labor Open 2.2666666666667 $275.00 Feb 16, 12:21 PM
WL-03107126 Labor Open 1.55 $0.00 Feb 16, 12:21 PM
WL-03107127 Travel Open 58 $0.00 Feb 16, 12:21 PM
WL-03119459 Labor Open 0.25 $0.00 Feb 25, 1:06 PM
WL-03119460 Travel Open 50 $110.00 Feb 25, 1:06 PM
WL-03119705 Labor Open 1.75 $192.50 Feb 25, 2:41 PM
WL-03119706 Labor Open 1.25 $0.00 Feb 25, 2:41 PM
WL-03119707 Travel Open 79 $0.00 Feb 25, 2:41 PM

Details