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WO-01303906 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Evergreen Dermatology — 21 Hayden Bridge Way,, Springfield, OR, 97477-1305

Sep 11, 2025 → Sep 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 17, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 11 → Sep 19, 2025
6 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Sep 11, 2025 Completed: Sep 19, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 11 → Sep 11 Created ▶ Running 0 0 / 4
Sep 11 → Sep 11 Ready for Scheduling ▶ Running 0 0 / 4
Sep 11 → Sep 11 Assigned ▶ Running 0 0 / 4
Sep 11 → Sep 19 Scheduled ▶ Running 6 6 / 4
Sep 19 → Sep 19 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Coordinators 7.2d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.2 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Sep 11, 2025 Due: Sep 17, 2025 Completed: Sep 19, 2025 (1 days late)
📅
7.0 days Total Age
⏱️
6.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526204
Midmark Service Request Dispatch Authorization - WO-00103368
Closed
Zone 2 Dispatch Type Repair Email ndyke@evergreen-derm.com PROBLEM SUMMARY NWD-foot won't go all the way up ADDITIONAL NOTES 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
Netaia Dyke
Owner
Kimberly Hardison
Created
Sep 10, 2025
Work Orders from this Case (5)
WO-01303900 Invoiced
Repair • Jason Morris
Created: Sep 11, 2025 • Closed: Sep 19, 2025
WO-01303905 Invoiced
Repair • Jason Morris
Created: Sep 11, 2025 • Closed: Sep 19, 2025
WO-01303906 (current) Invoiced
Repair • Jason Morris
Created: Sep 11, 2025 • Closed: Sep 19, 2025
WO-01303907 Invoiced
Repair • Jason Morris
Created: Sep 11, 2025 • Closed: Sep 19, 2025
WO-01303908 Invoiced
Repair • Jason Morris
Created: Sep 11, 2025 • Closed: Sep 19, 2025
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 6.9 days stuck in "Scheduled"
⏱️
Total Delay 4.9 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
0.2d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
6.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-11 Mburris called site spoke with Netaia to set appt asked for 9-19 9am on Friday's site isn't busy

🔧 Work Performed
Verified all functions working properly. Tightened down microswitches.
🔍 Technician Findings
Customer wanted chair functions verified working.
⚠️ Problem Description
Zone 2 Dispatch Type Repair Email ndyke@evergreen-derm.com PROBLEM SUMMARY NWD-foot won't go all the way up ADDITIONAL NOTES 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 641 (Series) Power Procedures Chair

Timeline

📞
Case Linked Sep 10, 6:06 PM
Case Number: 00526204
Subject: Midmark Service Request Dispatch Authorization - WO-00103368
Status: Closed
📋
▶
2 Work Order Created Sep 11, 10:43 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Sep 11, 12:08 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Jason Morris
🗓️
▶
2 Status: Scheduled Sep 11, 12:41 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-19T16:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Jason Morris Sep 19, 2:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 1h
⏱️
▶
2 Labor Added Sep 19, 2:25 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jason Morris
From: Tech On Site
To: Completed
Duration in Previous: 23m
🏁
Status: Closed by Jason Morris Sep 19, 7:43 PM
From: Completed
To: Closed
Duration in Previous: 5h 17m
⏳ 1.5 business days
📄
▶
3 Status: Ready to Bill Sep 22, 5:13 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Sep 23, 11:39 AM
Invoice Number: SM-241742

Bottlenecks

Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours

🔗 Related Artifacts

📞
Case 00526204
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Sep 19, 12:00 PM
Created
Sep 11, 10:43 AM
Invoice #
SM-241742

Work Details (1)

Name Type Status Qty Amount Date
WL-02942593 Labor Open 0.5 $55.00 Sep 19, 2:25 PM

Details