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WO-01304985 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Well Ave Dermatology — 116 defense Hwy, Ste 501, Annapolis MD, 21401-7027

Sep 17, 2025 → Sep 18, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 23, 2025
✓ SLA Met (3 biz days early)
Active: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
Created: Sep 17, 2025 Completed: Sep 18, 2025
Business Days Used 1 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 17 → Sep 17 Created ▶ Running 0 0 / 4
Sep 17 → Sep 18 Ready for Scheduling ▶ Running 1 1 / 4
Sep 18 → Sep 18 Assigned ▶ Running 0 1 / 4
Sep 18 → Sep 18 Scheduled ▶ Running 0 1 / 4
Sep 18 → Sep 18 Tech On Site ▶ Running 0 1 / 4
Dispatch 0.0d
Coordinators 1.9d
Field Work 1.6d
Billing 2.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.9 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
2.5 days
Over SLA
Created: Sep 17, 2025 Due: Sep 23, 2025 Completed: Sep 19, 2025 (4 days early)
📅
2.1 days Total Age
⏱️
2.5d in Invoice Pending Longest Stage
🔄
8 transitions Status Changes
⚠️
1.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528058
Midmark Service Request Dispatch Authorization - WO-00105556
Closed
Travel Zone 2 PROBLEM SUMMARY WD/02,04,05/07 ADDITIONAL NOTES Please schedule for first thing tomorrow morning. Spoke with Melissa Owens and she has been made aware of this SR. Parts are on site. Please schedule customer for first thing tomorrow morning. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2782617 Item 631-001 ITEM DESCRIPTION 631-001 PROCEDURE CHAIR NON-PROGRAMMABLE W/O TOP PCR CODES Problem Cause Resolution BASE TILT FOOT NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT BACK FUNCTION NOT OPERATING PROPERLY WIRED CONTROLLER OR COMPONENT FAULTY REPLACE PARTS Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Completed 726316 002-10482-00 1.00000 1ZE444250175578793
Priority
Standard
Origin
Email
Reason
New Case
Contact
William Kinney
Owner
Shelby Robinson
Created
Sep 17, 2025
Work Orders from this Case (1)
WO-01304985 (current) Invoiced
Repair • Michael Harris
Created: Sep 17, 2025 • Closed: Sep 18, 2025
Completed with minor delays
Invoiced • 168 days old
🚨
Primary Delay 2.5 days stuck in "Invoice Pending"
⏱️
Total Delay 1.6 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
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
0.2d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
1.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
2.5d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/18 MOwens Called to speak to William Kenny. Left vm for the scheduled visit for this morning.

09/17/2025 SRobinson- Per Midmark parts are onsite and to contact the customer first thing tomorrow morning to schedule. 

🔧 Work Performed
the foot rest is in the down position but is past the 90 degree position which triggered the safety system. The actuator plunger was not properly locked in place with a locking washer and the plunger was able to back out of its position allowing the footrest to go past the 90 degree. the plunger was position properly and the locking nut and washer were tightened.
🔍 Technician Findings
WD/ error codes 02,04,05/07 BASE TILT FOOT NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT BACK FUNCTION NOT OPERATING PROPERLY WIRED CONTROLLER OR COMPONENT FAULTY REPLACE PARTS
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD/02,04,05/07 ADDITIONAL NOTES Please schedule for first thing tomorrow morning. Spoke with Melissa Owens and she has been made aware of this SR. Parts are on site. Please schedule customer for first thing tomorrow morning. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2782617 Item 631-001 ITEM DESCRIPTION 631-001 PROCEDURE CHAIR NON-PROGRAMMABLE W/O TOP PCR CODES Problem Cause Resolution BASE TILT FOOT NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT BACK FUNCTION NOT OPERATING PROPERLY WIRED CONTROLLER OR COMPONENT FAULTY REPLACE PARTS Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Completed 726316 002-10482-00 1.00000 1ZE444250175578793
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Sep 17, 12:06 PM
Case Number: 00528058
Subject: Midmark Service Request Dispatch Authorization - WO-00105556
Status: Closed
📋
▶
2 Work Order Created Sep 17, 2:56 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Technician Assigned Sep 18, 8:29 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 30m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-18T14:00:00.000+0000
🔧
Status: Tech On Site by Michael Harris Sep 18, 10:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 55m
⏱️
4x Labor Added Sep 18, 11:48 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.8333333333333, 1.5, 79
✔️
Status: Completed by Michael Harris Sep 18, 11:56 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 29m
🏁
Status: Closed by Michael Harris Sep 18, 11:22 PM
From: Completed
To: Closed
Duration in Previous: 11h 26m
📄
Status: Ready to Bill by Nancy Suarez Sep 19, 3:54 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 16h 31m, 0m
⏳ 3.0 business days
💰
Status: Invoiced by Nancy Suarez Sep 23, 4:49 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4d 0h
🧾
Invoice Created Sep 24, 10:37 AM
Invoice Number: SM-241641

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Invoice Pending
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.1 business hours

🔗 Related Artifacts

📞
Case 00528058
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Sep 18, 10:00 AM
Created
Sep 17, 2:56 PM
Invoice #
SM-241641

Work Details (4)

Name Type Status Qty Amount Date
WL-02940771 Labor Open 1.8333333333333 $0.00 Sep 18, 11:48 AM
WL-02940772 Labor Open 1.5 $165.00 Sep 18, 11:48 AM
WL-02940773 Travel Open 79 $110.00 Sep 18, 11:48 AM
WL-02940774 Expenses Open 1 $0.00 Sep 18, 11:48 AM

Details