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← WO Overview

WO-01307194 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Dental Elements — 13018 State Line Rd, Leawood KS, 66209-1756

Oct 1, 2025 → Oct 13, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 7, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 13, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 1 → Oct 7, 2025
4 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 13, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Oct 1, 2025 Completed: Oct 13, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0 / 4
Oct 1 → Oct 1 Ready for Scheduling ▶ Running 0 0 / 4
Oct 1 → Oct 1 Assigned ▶ Running 0 0 / 4
Oct 1 → Oct 7 Awaiting Parts - Customer ⏸ Paused 4 —
Oct 7 → Oct 8 Ready for Scheduling ▶ Running 1 1 / 4
Oct 8 → Oct 9 Assigned ▶ Running 1 2 / 4
Oct 9 → Oct 13 Scheduled ▶ Running 1 3 / 4
Oct 13 → Oct 13 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 4.5d
Coordinators 6.7d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.5 days
Coordinators
6.7 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Oct 1, 2025 Due: Oct 15, 2025 Completed: Oct 14, 2025 (1 days early)
📅
8.3 days Total Age
⏱️
4.5d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
3.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531940
Midmark Service Request Dispatch Authorization - WO-00110769
Closed
Travel Zone 1 PROBLEM SUMMARY WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES The Service Company Tech must review the hub rotation repair video Link: https://www.youtube.com/watch?v=gmMGXM9v73w, along with performing the back replacement. ALL PARTS MUST BE INSTALLED. For assistance, troubleshooting, or parts identification, contact Dental Tech Service at 844-856-1231. Thank you! DISPATCH ITEMS Serial # V1859618 Item 153810*639674 ITEM DESCRIPTION DENTAL CHAIR.ELEVANCE LR CHR.GEN-2.4FT CORD & UMBILICAL.115V POWER SUPPLY.NO CHAIR CONTROLS.STANDARD CNSL/LR COVER.STANDARD RHEOSTAT.SERENESCAPE PCR CODES Problem Cause Resolution ROTATIONAL BASE NOT OPERATING PROPERLY ROTATION HUB SYSTEM FAULTY ADJUST REPLACE PARTS PRODUCT BACK FUNCTION NOT OPERATING PROPERLY CYLINDER 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 Open 729742 002-10439-01 1.00000 Ship Exchanged Open 729742 002-10429-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Montana England
Owner
Shelby Robinson
Created
Oct 1, 2025
Work Orders from this Case (1)
WO-01307194 (current) Invoiced
Repair • Blake Ward
Created: Oct 1, 2025 • Closed: Oct 13, 2025
Completed with minor delays
Invoiced • 154 days old
🚨
Primary Delay 4.5 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 3.5 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
2.7d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Awaiting Parts - Customer
4.5d
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/9 KKelch Montana called me back to schedule for 10/13 between 12 and 2 pm. Customer confirmed. 

10/8 KKelch called Montana to schedule for 10/10 between 12:30 and 2:30 pm. Left VM.  

10/07/2025 SRobinson- due date updated to match tracking. Arrival 10/09. 1ZE444250346058226

10/1/25 RCook- Assigned WO to Blake Ward, Per CDempsey Blake Ward will assist with coverage while Thomas is traveling.


10/01/2025 SRobinson- Called Montana England, 1(913) 383-0440. She was with a patient got asked to send an email, sending email to admin@dentalelementskc.com with WO# and advising a coordinator will reach out to schedule. 

🔧 Work Performed
Removed old brake assembly and installed new brake assembly kit. Tested all functions and confirmed unit is working properly.
🔍 Technician Findings
Base brake not operating properly.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES The Service Company Tech must review the hub rotation repair video Link: https://www.youtube.com/watch?v=gmMGXM9v73w, along with performing the back replacement. ALL PARTS MUST BE INSTALLED. For assistance, troubleshooting, or parts identification, contact Dental Tech Service at 844-856-1231. Thank you! DISPATCH ITEMS Serial # V1859618 Item 153810*639674 ITEM DESCRIPTION DENTAL CHAIR.ELEVANCE LR CHR.GEN-2.4FT CORD & UMBILICAL.115V POWER SUPPLY.NO CHAIR CONTROLS.STANDARD CNSL/LR COVER.STANDARD RHEOSTAT.SERENESCAPE PCR CODES Problem Cause Resolution ROTATIONAL BASE NOT OPERATING PROPERLY ROTATION HUB SYSTEM FAULTY ADJUST REPLACE PARTS PRODUCT BACK FUNCTION NOT OPERATING PROPERLY CYLINDER 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 Open 729742 002-10439-01 1.00000 Ship Exchanged Open 729742 002-10429-00 1.00000
📄 Description
MIDMARK DENTAL CHAIR

Timeline

📞
Case Linked Oct 1, 8:26 AM
Case Number: 00531940
Subject: Midmark Service Request Dispatch Authorization - WO-00110769
Status: Closed
📋
▶
2 Work Order Created Oct 1, 10:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Technician Assigned Oct 1, 3:51 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 36m
👤
Status: Awaiting Parts - Customer by Rhea Berry
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 7, 9:43 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5d 17h
👷
▶
2 Technician Assigned Oct 8, 9:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 45m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 9, 11:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-13T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Blake Ward Oct 13, 2:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
🚗
3x Travel Added Oct 13, 5:33 PM
Type: Travel, Labor
Status: Open
Qty: 235, 4
⏱️
▶
2 Labor Added Oct 13, 5:39 PM
Labor Added → Status: Completed
✔️
Status: Completed by Blake Ward
From: Tech On Site
To: Completed
Duration in Previous: 3h 31m
⏱️
Labor Added Oct 13, 10:09 PM
Type: Labor
Status: Open
Qty: 4
🏁
Status: Closed by Blake Ward Oct 13, 10:24 PM
From: Completed
To: Closed
Duration in Previous: 4h 44m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Oct 15, 4:28 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.9 business days
🧾
Invoice Created Oct 16, 10:49 PM
Invoice Number: SM-243634

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00531940
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Blake Ward
Scheduled
Oct 13, 1:00 PM
Created
Oct 1, 10:11 AM
Invoice #
SM-243634

Work Details (5)

Name Type Status Qty Amount Date
WL-02969029 Travel Open 235 $110.00 Oct 13, 5:33 PM
WL-02969030 Travel Open 235 $0.00 Oct 13, 5:33 PM
WL-02969031 Labor Open 4 $0.00 Oct 13, 5:33 PM
WL-02969040 Labor Open 3.75 $412.50 Oct 13, 5:39 PM
WL-02969338 Labor Open 4 $0.00 Oct 13, 10:09 PM

Details