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WO-01311897 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Everett & Hurite Opthalmic Assoc — 802A Warrendale Village Dr, Warrendale PA, 15086

Oct 29, 2025 → Nov 4, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 4, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 29 → Nov 4, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 29, 2025 Completed: Nov 4, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0 / 4
Oct 29 → Oct 29 Ready for Scheduling ▶ Running 0 0 / 4
Oct 29 → Oct 29 Assigned ▶ Running 0 0 / 4
Oct 29 → Nov 4 Scheduled ▶ Running 4 4 / 4
Dispatch 0.0d
Coordinators 4.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.8 days
Over SLA
Billing
0.0 days
Created: Oct 29, 2025 Due: Nov 4, 2025 Completed: Nov 4, 2025 (on time)
📅
4.8 days Total Age
⏱️
4.5d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539250
Midmark Service Request Dispatch Authorization - WO-00121342
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD/C544 ADDITIONAL NOTES 2nd Floor. Please do not arrive later than 3 pm. 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
Maryann Moore
Owner
Kimberly Hardison
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01311897 (current) Invoiced
Repair • Brandon Green
Created: Oct 29, 2025 • Closed: Nov 4, 2025
Completed with minor delays
Invoiced • 126 days old
🚨
Primary Delay 4.5 days stuck in "Scheduled"
⏱️
Total Delay 3.8 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
0.2d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29/2025 CRamen spoke with MaryAnn and scheduled for Monday 11/3/2025 with tech arrival between 8-10am. 


10/29 MOwens Sent chatter to CRamen this one is for Brandon

10/29 KHardison, Spoke to Maryann regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
ran cycle x1 unable to duplicate complaint no errors unit working as intended and placed back into service
🔍 Technician Findings
unable to duplicate complaint
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD/C544 ADDITIONAL NOTES 2nd Floor. Please do not arrive later than 3 pm. 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 M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Oct 29, 12:07 PM
Case Number: 00539250
Subject: Midmark Service Request Dispatch Authorization - WO-00121342
Status: Closed
📋
▶
2 Work Order Created Oct 29, 1:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 29, 2:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 31m
🗓️
▶
2 Status: Scheduled Oct 29, 3:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-03T14:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Charles Ramen Oct 30, 8:30 PM
Scheduled For: 2025-11-04T13:00:00.000+0000, 2025-11-04T14:00:00.000+0000
⏳ 3.4 business days
⏱️
3x Labor Added Nov 4, 4:30 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.75, 45
✔️
Status: Completed by Brandon Green Nov 4, 4:35 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 1h, 0m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Nov 6, 1:19 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 9, 2:04 PM
Invoice Number: SM-245739

Bottlenecks

Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00539250
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Brandon Green
Scheduled
Nov 4, 9:00 AM
Created
Oct 29, 1:48 PM
Invoice #
SM-245739

Work Details (3)

Name Type Status Qty Amount Date
WL-02996038 Labor Open 1 $0.00 Nov 4, 4:30 PM
WL-02996039 Labor Open 0.75 $82.50 Nov 4, 4:30 PM
WL-02996040 Travel Open 45 $110.00 Nov 4, 4:30 PM

Details