Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351216 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Restoration Dermatology — 520 Duke Dr, Ste 300, Franklin TN, 37067

Feb 11, 2026 → Feb 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 12 → Feb 12, 2026
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Feb 11, 2026 Completed: Feb 19, 2026
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 4
Feb 11 → Feb 12 Ready for Scheduling ▶ Running 1 1 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 1 / 4
Feb 12 → Feb 12 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 12 → Feb 16 Ready for Scheduling ▶ Running 1 2 / 4
Feb 16 → Feb 16 Assigned ▶ Running 0 2 / 4
Feb 16 → Feb 19 Scheduled ▶ Running 3 5 / 4
Feb 19 → Feb 19 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Material Management 0.9d
Coordinators 5.6d
Field Work 0.2d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.9 days
Coordinators
5.6 days
Over SLA
Field Work
0.2 days
Billing
1.0 days
Created: Feb 11, 2026 Due: Feb 19, 2026 Completed: Feb 19, 2026 (on time)
📅
5.3 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 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 #00567447
Repair
Closed
Zone 1 WD 0744-0824 Have the tech call the POC 1 hour prior to arrival. Location shares the building with Paradign, may be a little tricky finding the building, can call the POC if the tech gets lost and she can direct them. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Kayce Bettini
Owner
Jessica Sells
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351216 (current) Invoiced
Repair • Michael Swingle
Created: Feb 11, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 2.6 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
2.6d / 1.0d SLA
Awaiting Parts - Customer
0.9d
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 MOwens Called and spoke to Kayce Bettini. I told her the parts are delivering this morning by UPS to her location. She will have the parts ready for when the tech arrives onsite for the repair visit. Scheduled the repair visit for 2/18 with arrival between 8-9am.

02/12/2026 SRobinson- Order No: 754971

Customer PO No: SR1537378

Customer: Midmark No Charge

Service Request NO: 1537378


Ship To Name: Restoration Dermatology

Ship To Address: 520 Duke Dr Ste 300   

Ship To City/State: Franklin, TN 37067-2948

Waybill (Tracking #): 1ZE444250372892794

Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 12-FEB-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10860-00 SERIAL #: DESCRIPTION: KIT, M9-05X DOOR LATCH


LINE NO: 2.1 QTY: 1 ITEM: 002-10899-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR SWITCH AND HARNESS


2/11/2026jsells

spoke with Kayce, and I gave her the work order number and let her know someone will call to schedule

🔧 Work Performed
Customer showed me the issue they were having. The door wasnt closing all the way. Customer was not pushing down on door handle all the way to completely close door. I showed her proper way to close the door. The door handle was loose on unit. I tightened door handle and I ran a cycle through and it ran through with no issues. No parts were needed and MidMark tech support said to just hold onto the parts.
🔍 Technician Findings
I arrived on site to replace the door latch and door switch.
⚠️ Problem Description
Zone 1 WD 0744-0824 Have the tech call the POC 1 hour prior to arrival. Location shares the building with Paradign, may be a little tricky finding the building, can call the POC if the tech gets lost and she can direct them. 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 11, 11:53 AM
Case Number: 00567447
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 11, 4:18 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 12, 9:42 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 17h 21m, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Feb 12, 5:08 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7h 25m
⏳ 1.9 business days
👷
▶
2 Technician Assigned Feb 16, 11:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 18h
📅
▶
2 Dispatch Scheduled Feb 16, 11:28 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 13m
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Feb 19, 9:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
3x Labor Added Feb 19, 10:45 AM
Type: Labor, Travel
Status: Open
Qty: 1.1166666666667, 1.3833333333333
✔️
Status: Completed by MICHAEL SWINGLE Feb 19, 10:57 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 20m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 8:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 9h
⏳ 1.5 business days
📨
▶
2 Status: Invoice Pending Feb 23, 6:23 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254714

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00567447
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Swingle
Scheduled
Feb 19, 8:30 AM
Created
Feb 11, 4:18 PM
Invoice #
SM-254714

Work Details (3)

Name Type Status Qty Amount Date
WL-03111853 Labor Open 1.1166666666667 $0.00 Feb 19, 10:45 AM
WL-03111854 Labor Open 1.3833333333333 $165.00 Feb 19, 10:45 AM
WL-03111855 Travel Open 38 $110.00 Feb 19, 10:45 AM

Details