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WO-01350639 ↗ ServiceMax

CAPE FEAR EYE ASSOCIATES • Preventive Maintenance • P7

📍 CAPE FEAR EYE ASSOCIATES — 1726 METRO MEDICAL DRIVE, Fayetteville NC, 28504

Feb 9, 2026 → Feb 23, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 19, 2026
✗ SLA Missed
Active: 6 biz days
Paused: 3 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 9 → Feb 12, 2026
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 2 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 23, 2026
4 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
Created: Feb 9, 2026 Completed: Feb 23, 2026
Business Days Used 6 / 7
0 7d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 7
Feb 9 → Feb 9 L2 Screening ▶ Running 0 0 / 7
Feb 9 → Feb 12 Awaiting Parts ⏸ Paused 3 —
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0 / 7
Feb 12 → Feb 12 Assigned ▶ Running 0 0 / 7
Feb 12 → Feb 17 Scheduled ▶ Running 2 2 / 7
Feb 17 → Feb 17 Reschedule ▶ Running 0 2 / 7
Feb 17 → Feb 23 Scheduled ▶ Running 4 6 / 7
Feb 23 → Feb 23 Tech On Site ▶ Running 0 6 / 7
Dispatch 0.0d
Material Management 3.4d
Coordinators 7.3d
Field Work 0.1d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.4 days
Over SLA
Coordinators
7.3 days
Over SLA
Field Work
0.1 days
Billing
0.2 days
Created: Feb 9, 2026 Due: Feb 18, 2026 Completed: Feb 23, 2026 (4 days late)
📅
9.5 days Total Age
⏱️
4.4d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
7.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565579
Critical L2 Review - Healthcare
Closed
Q-00032420 machine started pouring water out of it from the front right corner of the machine. This was just as we were starting an in-office surgery schedule. The one that suddenly started draining all over the counter is: Midmark M11 SN: V2485570 1 PM kit, 002-10070-00 Tech should verify unit is level an water sensor is clean and functioning properly. The one with the broken clip that holds the hose in place is: Midmark M9 SN: V233954 1 PM kit, 002-10069-00 1 hose clip kit, 002-1694-00
Priority
Critical
Origin
Email
Reason
New Case
Contact
Heather Mason
Owner
Jessica Sells
Created
Feb 5, 2026
Work Orders from this Case (4)
WO-01350629 Invoiced
Evaluation • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
WO-01350630 Invoiced
Evaluation • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
WO-01350632 Invoiced
Preventive Maintenance • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
WO-01350639 (current) Invoiced
Preventive Maintenance • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 4.4 days stuck in "Closed"
⏱️
Total Delay 7.1 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
3.4d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
7.2d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.4d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17 MOwens Heather replied back that next Monday 2/23 in the afternoon will work for her.

2/17 MOwens Sent email to Heather to let her know the tech would not make it there today and to reschedule the visit.

2/12 MOwens replied back the Heather's email to schedule the visit for 2/17 from 3-5pm.

2/12 KHardison:

1ZE444250372227164

Estimated delivery

Tomorrow, February 13, between 11:00 A.M. - 2:00 P.M.

LINE NO: 1.1 QTY: 1 ITEM: 002-10069-00 SERIAL #: DESCRIPTION: PM KIT FOR M9
🔧 Work Performed
2-23-26 CTM - Performed Pm on Midmark M9 . TESTED PASS . Notified POC Heather of completion and findings
🔍 Technician Findings
2-23-26 CTM - Perform Pm on Midmark M9 . Notify POC Heather of completion and findings
⚠️ Problem Description
Q-00032420 Midmark M9 SN: V233954 1 PM kit, 002-10069-00
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Feb 5, 8:30 AM
Case Number: 00565579
Subject: Critical L2 Review - Healthcare
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Feb 9, 3:19 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Feb 9, 3:26 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
⏳ 4.0 business days
📅
▶
4 Status: Ready for Scheduling Feb 12, 11:30 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-17T20:00:00.000+0000
🔩
2x Parts Added Feb 12, 11:48 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔄
Status: Reschedule by Melissa Owens Feb 17, 4:04 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 4h
📅
▶
2 Dispatch Scheduled Feb 17, 4:48 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Reschedule
To: Scheduled
Duration in Previous: 44m
⏳ 4.9 business days
🔧
Status: Tech On Site by Christopher Morning Feb 23, 2:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
✔️
Status: Completed by Christopher Morning Feb 23, 3:18 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 3m
⏱️
▶
2 Labor Added Feb 23, 3:23 PM
Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 6m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 27, 9:29 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
📨
▶
2 Status: Invoice Pending Feb 27, 10:54 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Feb 27, 3:42 PM
Invoice Number: SM-255178

Bottlenecks

Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 3.6 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.5 business hours
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days

🔗 Related Artifacts

📞
Case 00565579
Closed
📦
Parts Order 00089983
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Christopher Morning
Scheduled
Feb 23, 2:30 PM
Created
Feb 9, 3:19 PM
Invoice #
SM-255178

Work Details (3)

Name Type Status Qty Amount Date
WL-03102882 Parts Open 1 $297.00 Feb 12, 11:48 AM
WL-03102883 Expenses Open 1 $21.79 Feb 12, 11:48 AM
WL-03116388 Labor Open 0.5 $74.50 Feb 23, 3:23 PM

Details