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← WO Overview

WO-01315048 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Andrea Smith DDS — 955 Berkshire Blvd Ste 104, WYOMISSING PA, 19610-1279

Nov 12, 2025 → Dec 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 18, 2025
✗ SLA Missed (11 biz days late)
Active: 15 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 13 → Nov 17, 2025
2 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 20, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
11d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 9, 2025
11 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
Created: Nov 12, 2025 Completed: Dec 9, 2025
Business Days Used 15 / 4
0 4d budget +11d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0 / 4
Nov 12 → Nov 13 Ready for Scheduling ▶ Running 1 1 / 4
Nov 13 → Nov 13 Assigned ▶ Running 0 1 / 4
Nov 13 → Nov 17 Awaiting Parts - Customer ⏸ Paused 2 —
Nov 17 → Nov 20 Ready for Scheduling ▶ Running 3 4 / 4
Nov 20 → Nov 20 Assigned ▶ Running 0 4 / 4
Nov 20 → Dec 9 Scheduled ▶ Running 11 15 / 4
Dec 9 → Dec 9 Tech On Site ▶ Running 0 15 / 4
Dispatch 0.0d
Material Management 3.0d
Coordinators 17.2d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
17.2 days
Over SLA
Field Work
1.1 days
Billing
0.0 days
Created: Nov 12, 2025 Due: Dec 9, 2025 Completed: Dec 9, 2025 (on time)
📅
17.2 days Total Age
⏱️
12.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
15.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543342
Midmark Service Request Dispatch Authorization - WO-00126767
Closed
Zone 1 WD Dental Chair Elevance FCO Dispatch Drop ship via ups gr. Please review the hub rotation repair video (https://www.youtube.com/watch?v=gmMGXM9v73w). Along with back replacement. ALL PARTS MUST BE INSTALLED. Any questions, please call 844-856-1231
Priority
Standard
Origin
Email
Reason
New Case
Contact
Andrea Smith
Owner
Jessica Sells
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01315048 (current) Invoiced
Repair • Philip Krogstad
Created: Nov 12, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 12.0 days stuck in "Scheduled"
⏱️
Total Delay 15.2 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
5.1d / 1.0d SLA
Awaiting Parts - Customer
3.0d
Assigned
0.0d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20 MOwens Called and spoke to Andrea Smith. They received the parts from Midmark and will have them by ready for the tech when he arrives onsite. She requested the repair visit be scheduled on 12/9 at 10am based on their schedule. I said that day will work for the tech.


11/17/2025jsells

Ship To Name: Andrea Smith DDS Ship To Address: 955 Berkshire Blvd Ste 104 Ship To City/State: WYOMISSING, PA 19610-1279 Waybill (Tracking #): 1ZE444250372416049 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 14-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10429-00 SERIAL #: DESCRIPTION: ROTATIONAL BRAKE KIT, ELEVANCE CHAIR LINE NO: 2.1 QTY: 1 ITEM: 002-10439-00 SERIAL #: DESCRIPTION: SEAT BACK GAS SPRING KIT, ELEVANCE CHAIR


11/12/2025jsells

left a voicemail with the WO#

🔧 Work Performed
Installed pivot brake upgrade and rear back shock upgrade. Tested chair for functionality.
🔍 Technician Findings
Check in with owner. Chair needs brake upgrade and shock upgrade installed.
⚠️ Problem Description
Zone 1 WD Dental Chair Elevance FCO Dispatch Drop ship via ups gr. Please review the hub rotation repair video (https://www.youtube.com/watch?v=gmMGXM9v73w). Along with back replacement. ALL PARTS MUST BE INSTALLED. Any questions, please call 844-856-1231 Ship Exchanged Open 738294 002-10439-00 1.00000 Ship Exchanged Open 738294 002-10429-00 1.00000
📄 Description
Midmark 153810 Elevance Dental Chair

Timeline

📞
Case Linked Nov 12, 2:00 PM
Case Number: 00543342
Subject: Midmark Service Request Dispatch Authorization - WO-00126767
Status: Closed
📋
Work Order Created Nov 12, 5:43 PM
Work Order: WO-01315048
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Nov 12, 5:55 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 12m
👷
▶
2 Technician Assigned Nov 13, 8:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 14h 59m, 0m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Nov 17, 9:40 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 0h
⏳ 4.0 business days
👷
▶
2 Technician Assigned Nov 20, 10:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 0h
🗓️
▶
2 Status: Scheduled Nov 20, 10:15 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-09T15:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Philip Krogstad Dec 9, 10:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 23h
⏱️
3x Labor Added Dec 9, 1:45 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4, 12
✔️
Status: Completed by Philip Krogstad Dec 9, 2:04 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 59m
🏁
Status: Closed by Philip Krogstad Dec 9, 6:48 PM
From: Completed
To: Closed
Duration in Previous: 4h 43m
⏳ 3.6 business days
📄
▶
2 Status: Ready to Bill Dec 12, 2:44 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Dec 12, 7:00 PM
Invoice Number: SM-249052

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00543342
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Philip Krogstad
Scheduled
Dec 9, 10:00 AM
Created
Nov 12, 5:43 PM
Invoice #
SM-249052

Work Details (3)

Name Type Status Qty Amount Date
WL-03031470 Labor Open 0.5 $0.00 Dec 9, 1:45 PM
WL-03031471 Labor Open 4 $440.00 Dec 9, 1:45 PM
WL-03031472 Travel Open 12 $110.00 Dec 9, 1:45 PM

Details