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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350651 ↗ ServiceMax

MIDMARK • Repair • P4

📍 New Preston Dermatology — 18 E Shore Rd, New Preston Marble Dale CT, 06777-1628

Feb 9, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 13, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
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 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 9 → Feb 10, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Feb 9, 2026 Completed: Feb 17, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 4
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 4
Feb 9 → Feb 10 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 4
Feb 10 → Feb 13 Assigned ▶ Running 3 3 / 4
Feb 13 → Feb 17 Scheduled ▶ Running 1 4 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 5.5d
Field Work 0.0d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
5.5 days
Over SLA
Field Work
0.0 days
Billing
1.0 days
Over SLA
Created: Feb 9, 2026 Due: Feb 17, 2026 Completed: Feb 17, 2026 (on time)
📅
5.4 days Total Age
⏱️
3.4d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
5.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566640
Repair
Closed
Zone 1 NWD/handle broken run w/1535782 - Special Billing This dispatch needs to be completed on the same day as SR1535782. 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
Susanna Boker
Owner
Jessica Sells
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350651 (current) Invoiced
Repair • Luis Torres
Created: Feb 9, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 3.4 days stuck in "Assigned"
⏱️
Total Delay 5.1 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
Ready for Scheduling
0.5d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Assigned
3.4d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/13 KSmith -- Scheduled for 2/17 with Susanna on WO-01350654. 12pm-2pm

2/13 KSmith -- Left VM to schedule for 2/17. Sending email as well on WO-01350654

2/12 KSmith -- Susanna was not available. Advised to email or call back later. Sending email to schedule for tomorrow on WO-01350654

2/9 KSmith -- This dispatch needs to be completed on the same day as SR 1535782. 

2/10 KHardison: Updated due date.

1ZE444250371126417

Estimated delivery

Tomorrow, February 11, between 10:15 A.M. - 12:15 P.M.

LINE NO: 1.1 QTY: 1 ITEM: 053-1253-00 SERIAL #: DESCRIPTION: M9/M11 DOOR HANDLE LINE NO: 2.1 QTY: 2 ITEM: 040-0010-75 SERIAL #: DESCRIPTION: SCR PNH 0.190-24 X 0.375 PHLPS ZN UNC-2

2/9 KSmith -- This dispatch needs to be completed on the same day as SR1535782. 

2/9/2026jsells

spoke with Susanna, and I gave her the work order number and let her know that someone would be calling to schedule 

🔧 Work Performed
**R&R door handle assembly Proceeded to complete PM service
🔍 Technician Findings
Unit OOS Handle completely missing from unit
⚠️ Problem Description
Zone 1 NWD/handle broken run w/1535782 - Special Billing This dispatch needs to be completed on the same day as SR1535782. 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 M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Feb 9, 12:48 PM
Case Number: 00566640
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 9, 3:53 PM
Work Order Created → 2x Parts Added → Status: Ready for Scheduling
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 2, 1
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 9, 3:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 3m, 0m
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 10, 11:38 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 19h 38m
👷
▶
2 Technician Assigned Feb 10, 3:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 11m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 2:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-17T18:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Feb 17, 5:24 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 4d 3h
🏁
Status: Closed by Luis Torres Feb 17, 5:30 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 3.8 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 6:42 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 1h
⏳ 1.7 business days
📨
Status: Invoice Pending by Nancy Suarez Feb 23, 4:36 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2d 21h, 0m
⏳ 2.9 business days
🧾
Invoice Created Feb 25, 5:33 PM
Invoice Number: SM-254705

Bottlenecks

Assigned
Duration: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Ready to Bill
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours

🔗 Related Artifacts

📞
Case 00566640
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 17, 1:30 PM
Created
Feb 9, 3:53 PM
Invoice #
SM-254705

Work Details (5)

Name Type Status Qty Amount Date
WL-03097991 Parts Open 2 $0.00 Feb 9, 3:53 PM
WL-03097992 Parts Open 1 $0.00 Feb 9, 3:53 PM
WL-03109137 Labor Open 0.5 $110.00 Feb 17, 5:24 PM
WL-03109138 Labor Open 1.5 $0.00 Feb 17, 5:24 PM
WL-03109139 Travel Open 42 $110.00 Feb 17, 5:24 PM

Details