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WO-01303703 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Ridenour Plastic Surgery — 12460 Olive Blvd, Ste 200, CREVE COEUR MO, 63141

Sep 10, 2025 → Sep 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 16, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Sep 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 10 → Sep 18, 2025
6 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
1d
▶ Clock Running
Status: Reschedule
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Sep 10, 2025 Tech Off Site: Sep 19, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 4
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0 / 4
Sep 10 → Sep 10 Assigned ▶ Running 0 0 / 4
Sep 10 → Sep 18 Scheduled ▶ Running 6 6 / 4
Sep 18 → Sep 18 Tech On Site ▶ Running 0 6 / 4
Sep 18 → Sep 19 Reschedule ▶ Running 1 7 / 4
Sep 19 → Sep 19 Scheduled ▶ Running 0 7 / 4
Sep 19 → Sep 19 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Coordinators 9.1d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
9.1 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Sep 10, 2025 Due: Sep 25, 2025 Completed: Sep 19, 2025 (6 days early)
📅
7.5 days Total Age
⏱️
6.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
4.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kevin Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 18, 2025
Visit 2 Sep 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526034
Midmark Service Request Dispatch Authorization - WO-00103311
Closed
Zone 1 NWD Light not staying on Requesting service appointment on Monday, Thursday and Fridays. 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
Email
Reason
New Case
Contact
Leanne Ridenour
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303703 (current) Invoiced
Repair • Kevin Cox
Created: Sep 10, 2025 • Closed: Sep 19, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 6.4 days stuck in "Scheduled"
⏱️
Total Delay 4.8 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Reschedule
2.0d / 2.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/19 KKelch Kelly called me back to schedule for today between 12 and 1 pm. Customer confirmed. 

9/19 KKelch called Leanne to schedule for 9/22 between 9 and 10 am. Left info with Maggie. 

9/18 KHardison: Updated due date.

Ship To Name: Ridenour Plastic Surgery Ship To Address: 12460 Olive Blvd Ste 200 Ship To City/State: CREVE COEUR, MO 63141 Waybill (Tracking #): 1ZE444250173810141 LINE NO: 1.1 QTY: 1 ITEM: 053-0742-00 SERIAL #: DESCRIPTION: DUST SHIELD LINE NO: 2.1 QTY: 1 ITEM: 002-10958-00 SERIAL #: DESCRIPTION: KIT, BULB SOCKET AND HEAT SINK

Carrier: UPS-Air-Next Day Air

9/18 KKelch placed in R/S due to additional parts needed

9/10 KKelch called Leanne to schedule for 9/18 between 9 and 10 am. Customer confirmed. 

9/10/2025jsells

spoke with Leanne and I gave her the WO# and told her a coordinator would call her to schedule 

🔧 Work Performed
9/18/2025 spoke with midmark and they are sending parts 9/19/2025 replaced light socket and performed functional test unit is working properly
🔍 Technician Findings
found that light socket need to be replaced
⚠️ Problem Description
Zone 1 NWD Light not staying on Requesting service appointment on Monday, Thursday and Fridays. 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 300 (Series) Lights (354, 355, Mobile, Wall, and Ceiling versions)

Timeline

📞
Case Linked Sep 10, 12:33 PM
Case Number: 00526034
Subject: Midmark Service Request Dispatch Authorization - WO-00103311
Status: Closed
📋
▶
2 Work Order Created Sep 10, 3:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Sep 10, 4:39 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 56m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-18T14:00:00.000+0000
⚠️ 6.9 business days
🔧
Status: Tech On Site by Kevin Cox Sep 18, 10:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 18h
🔄
Status: Reschedule by Kaitlyn Kelch Sep 18, 11:32 AM
From: Tech On Site
To: Reschedule
Duration in Previous: 33m
⏱️
3x Labor Added Sep 18, 2:54 PM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 0.83333333333333, 11
📅
▶
2 Dispatch Scheduled Sep 19, 10:35 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 23h 2m
🔧
Status: Tech On Site by Kevin Cox Sep 19, 3:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 25m
🚗
▶
2 5x Travel Added Sep 19, 4:41 PM
5x Travel Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kevin Cox
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 1h 40m
⏳ 1.9 business days
📄
▶
2 Status: Ready to Bill Sep 22, 1:52 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 5.0 business days
🧾
Invoice Created Sep 28, 10:24 PM
Invoice Number: SM-241711

Bottlenecks

Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00526034
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Sep 19, 1:00 PM
Created
Sep 10, 3:41 PM
Invoice #
SM-241711

Work Details (8)

Name Type Status Qty Amount Date
WL-02941016 Labor Open 0.58333333333333 $0.00 Sep 18, 2:54 PM
WL-02941017 Labor Open 0.83333333333333 $110.00 Sep 18, 2:54 PM
WL-02941018 Travel Open 11 $110.00 Sep 18, 2:54 PM
WL-02942856 Travel Open 11 $110.00 Sep 19, 4:41 PM
WL-02942857 Labor Open 0.5 $0.00 Sep 19, 4:41 PM
WL-02942858 Travel Open 94 $0.00 Sep 19, 4:41 PM
WL-02942859 Labor Open 1.8333333333333 $0.00 Sep 19, 4:41 PM
WL-02942860 Labor Open 1 $110.00 Sep 19, 4:41 PM

Details