Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311153 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Princeton Dermatology Associates — 208 Bunn Dr, Princeton NJ, 08540

Oct 24, 2025 → Nov 6, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 30, 2025
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 28, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 28 → Oct 28, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Oct 29, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 4, 2025
3 business days (counted)
Running total: 7 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Nov 4, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
Created: Oct 24, 2025 Completed: Nov 7, 2025
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Oct 24 → Oct 24 Created ▶ Running 0 0 / 4
Oct 24 → Oct 24 Ready for Scheduling ▶ Running 0 0 / 4
Oct 24 → Oct 24 Assigned ▶ Running 0 0 / 4
Oct 24 → Oct 28 Scheduled ▶ Running 2 2 / 4
Oct 28 → Oct 28 Tech On Site ▶ Running 0 2 / 4
Oct 28 → Oct 28 Awaiting Parts ⏸ Paused 0 —
Oct 28 → Oct 29 Ready for Scheduling ▶ Running 1 3 / 4
Oct 29 → Oct 30 Assigned ▶ Running 1 4 / 4
Oct 30 → Nov 4 Scheduled ▶ Running 3 7 / 4
Nov 4 → Nov 4 Awaiting Parts ⏸ Paused 0 —
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 7 / 4
Nov 4 → Nov 5 Assigned ▶ Running 1 8 / 4
Nov 5 → Nov 7 Scheduled ▶ Running 2 10 / 4
Nov 7 → Nov 7 Tech On Site ▶ Running 0 10 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 13.6d
Field Work 0.1d
Billing 20.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
13.6 days
Over SLA
Field Work
0.1 days
Billing
20.5 days
Over SLA
Created: Oct 24, 2025 Due: Nov 10, 2025 Completed: Nov 7, 2025 (3 days early)
📅
10.1 days Total Age
⏱️
20.4d in Billing Review Longest Stage
🔄
19 transitions Status Changes
⚠️
24.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Pete Ramos — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 27, 2025
Visit 2 Nov 3, 2025
Visit 3 Nov 6, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537933
Midmark Service Request Dispatch Authorization - WO-00119191
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD Squeaking noise, wiring issue and light is loose ADDITIONAL NOTES Must dial the extension when calling to schedule service. 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
CJ Papathomas
Owner
Kimberly Hardison
Created
Oct 23, 2025
Work Orders from this Case (3)
WO-01311152 Invoiced
Repair • Pete Ramos
Created: Oct 24, 2025 • Closed: Nov 6, 2025
WO-01311153 (current) Invoiced
Repair • Pete Ramos
Created: Oct 24, 2025 • Closed: Nov 6, 2025
WO-01311154 Invoiced
Repair • Pete Ramos
Created: Oct 24, 2025 • Closed: Nov 6, 2025
Completed with significant delays
Invoiced • 131 days old
🚨
Primary Delay 20.4 days stuck in "Billing Review"
⏱️
Total Delay 24.3 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
2.1d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
Scheduled
7.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
20.4d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10 chattered AM on WO WO-01311152 there are two techs on every work order.

11/5 KSmith -- FSE scheduled for tomorrow at 12pm with customer while onsite earlier this week.

11/3 Customer requested service on Thursday at 12 PM, pending parts delivery.

10/30 KSmith -- Scheduled for Monday with CJ. Anytime after 12pm.

10/30 KSmith -- Sent email to schedule for Monday

10/29 KSmith -- Parts are delayed. No delivery date available. Will schedule with customer when delivery date becomes available.

10/24 KSmith -- Scheduled for Monday with POC. Anytime after 1pm.

10/24 KSmith -- Left VM and sent email to schedule for Monday

🔧 Work Performed
Light kept spinning. On 11/3, Midmark did not send the correct part. On 11/6, tech replaced the main bearing from the unit and verified all functions. Unit is now working properly.
🔍 Technician Findings
tech found the unit not working
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD Squeaking noise, wiring issue and light is loose ADDITIONAL NOTES Must dial the extension when calling to schedule service. 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 Oct 23, 3:01 PM
Case Number: 00537933
Subject: Midmark Service Request Dispatch Authorization - WO-00119191
Status: Closed
📋
▶
2 Work Order Created Oct 24, 7:28 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Oct 24, 10:25 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Pete Ramos
🗓️
▶
2 Status: Scheduled Oct 24, 12:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-27T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Pete Ramos Oct 27, 10:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 9h
⏱️
Labor Added Oct 27, 10:23 PM
Type: Labor
Status: Open
Qty: 0.5
📦
▶
2 Parts Requested Oct 27, 10:28 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Pete Ramos
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 19m
📅
Status: Ready for Scheduling by Jessica Sells Oct 28, 2:09 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 40m
👷
▶
2 Technician Assigned Oct 29, 9:09 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 0m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 30, 11:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-03T17:00:00.000+0000
⏳ 3.0 business days
⏱️
5x Labor Added Nov 3, 3:03 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.5, 1.25, 32, 44
🚗
2x Travel Added Nov 3, 11:04 PM
Type: Travel
Status: Open
Qty: 35, 41
📦
▶
2 Parts Requested Nov 3, 11:21 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Pete Ramos
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4d 12h
⏱️
3x Labor Added Nov 4, 7:45 AM
Type: Labor
Status: Open
Qty: 1, 0.75
📅
Status: Ready for Scheduling by Sherry Reich Nov 4, 3:26 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 16h 4m
👷
▶
2 Technician Assigned Nov 4, 3:43 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
📅
▶
2 Dispatch Scheduled Nov 5, 10:20 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 18h 36m
⏳ 2.0 business days
⏱️
Labor Added Nov 6, 6:24 PM
Type: Labor
Status: Open
Qty: 1
🔧
Status: Tech On Site by Pete Ramos Nov 6, 7:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 8h
⏱️
▶
2 Labor Added Nov 6, 7:24 PM
Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Tech On Site
To: Completed
Duration in Previous: 16m
🏁
Status: Closed by Pete Ramos Nov 6, 7:31 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 2.6 business days
💵
Status: Billing Review by Nancy Suarez Nov 10, 3:33 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 20h
🚨 21.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 11, 2:44 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 30d 23h
📨
Status: Invoice Pending by Nancy Suarez Dec 11, 2:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6m
🧾
▶
2 Invoice Created Dec 11, 3:00 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 9m

Bottlenecks

Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 1.2 business hours
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.3 business hours
Scheduled
Duration: 2.0 business days (threshold: 2.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 20.4 business days (threshold: 2.0 business days)
Exceeded by 18.4 business days

🔗 Related Artifacts

📞
Case 00537933
Closed
📦
Parts Order 00084261
Closed
📦
Parts Order 00084684
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Nov 6, 12:00 PM
Created
Oct 24, 7:28 AM
Invoice #
SM-248776

Work Details (13)

Name Type Status Qty Amount Date
WL-02986046 Labor Open 0.5 $55.00 Oct 27, 10:23 PM
WL-02994281 Labor Open 1 $0.00 Nov 3, 3:03 PM
WL-02994282 Labor Open 0.5 $0.00 Nov 3, 3:03 PM
WL-02994283 Labor Open 1.25 $0.00 Nov 3, 3:03 PM
WL-02994284 Travel Open 32 $0.00 Nov 3, 3:03 PM
WL-02994285 Travel Open 44 $0.00 Nov 3, 3:03 PM
WL-02995197 Travel Open 35 $0.00 Nov 3, 11:04 PM
WL-02995199 Travel Open 41 $110.00 Nov 3, 11:04 PM
WL-02995327 Labor Open 1 $0.00 Nov 4, 7:45 AM
WL-02995328 Labor Open 0.75 $82.50 Nov 4, 7:45 AM
WL-02995329 Labor Open 1 $0.00 Nov 4, 7:45 AM
WL-02999060 Labor Open 1 $0.00 Nov 6, 6:24 PM
WL-02999167 Labor Open 1 $110.00 Nov 6, 7:24 PM

Details