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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317073 ↗ ServiceMax

MIDMARK • Repair • P4

📍 AMARA Dermatology — 1370 E Venice Ave, Ste 205, Venice FL, 34285-9084

Nov 24, 2025 → Dec 5, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 2, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 25 → Nov 25, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 26, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 26 → Dec 3, 2025
3 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Reschedule
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 5, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Nov 24, 2025 Completed: Dec 5, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0 / 4
Nov 24 → Nov 25 Ready for Scheduling ▶ Running 1 1 / 4
Nov 25 → Nov 25 Assigned ▶ Running 0 1 / 4
Nov 25 → Nov 25 Awaiting Parts - Customer ⏸ Paused 0 —
Nov 25 → Nov 26 Ready for Scheduling ▶ Running 1 2 / 4
Nov 26 → Nov 26 Assigned ▶ Running 0 2 / 4
Nov 26 → Dec 3 Scheduled ▶ Running 3 5 / 4
Dec 3 → Dec 3 Reschedule ▶ Running 0 5 / 4
Dec 3 → Dec 5 Scheduled ▶ Running 2 7 / 4
Dec 5 → Dec 5 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 0.6d
Coordinators 9.3d
Field Work 1.0d
Billing 0.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.6 days
Coordinators
9.3 days
Over SLA
Field Work
1.0 days
Billing
0.4 days
Created: Nov 24, 2025 Due: Dec 4, 2025 Completed: Dec 5, 2025 (on time)
📅
7.1 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
5.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546275
Midmark Service Request Dispatch Authorization - WO-00130953
Closed
Zone 1 NWD loud base function continued from 1492296 Two service technicians are required for this dispatch. 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! Ship Exchanged Open 740312 002-1728-01 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Haley Monahan
Owner
Jessica Sells
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317073 (current) Invoiced
Repair • Joseph Anderson
Created: Nov 24, 2025 • Closed: Dec 5, 2025
Completed with minor delays
Invoiced • 100 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 5.4 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
Awaiting Parts - Customer
0.6d
Assigned
0.0d / 0.5d SLA
Scheduled
6.3d / 2.0d SLA
Reschedule
0.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.5d / 1.0d SLA
WO Correction Needed
0.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/10/25 NSuarez tech Anthony Wright is missing on SRA PG 1 under name of trained Technician, Please add your name to SRA.

12/3/25 AJinerson - Chatter to FSEs regarding confirmed scheduled date/time since we are sending 2 techs on-site.

12/3/25 AJinerson - Received call back from Haley confirming rescheduling for 2 techs to come back on-site for visit on Friday, 12/5 with eta between 11am-12pm. 

No further arrival instructions. Haley will be POC onsite. 


12/3/25 AJinerson - Sent email to Haley regarding needing to reschedule tech visit for 2 techs to visit on Friday, 12/5 between 11am-12pm arrival. Awaiting confirmation.

This is the soonest we could get an additional tech on-site due to travel being 3 hours 1 way for additional tech and other tech's are currently farther away and booked up with other repairs by SLA.


12/3/25 AJinerson - Called Haley needing to reschedule due to 2 techs needed and we do not have a 2nd tech available to travel here until Friday, 12/5. Left VM regarding this. 


11/26/25 AJinerson - Called Haley and confirmed scheduling tech visit for Weds. 12/3 between 1pm-3pm. 

I let Haley know parts will be arriving onsite Mon. 12/1. 

POC onsite: Haley


11/26/25 AJinerson - Parts ETA to site Mon. 12/1 by end of day.


11/25/2025jsells

Ship To Name: AMARA Dermatology Ship To Address: 1370 E Venice Ave Ste 205 Ship To City/State: Venice, FL 34285-9084 Waybill (Tracking #): 1ZE444250371688196 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 25-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1728-01 SERIAL #: DESCRIPTION: KIT, SCP BASE ACTUATOR


11/25/25 AJinerson - Called site to let them know we are awaiting tracking information on parts shipping out from Midmark and will follow up to call and schedule once we have ETA. Left VM for Haley regarding this. 


11/25/25 AJinerson -

11/24/2025jsells

left a voicemail with the WO# and I told them a coordinator will call to schedule the onsite visit

🔧 Work Performed
Tested all functions and found no issue with actuator, issue is with bottom shroud. Took shrouds off and noticed back top screw on bottom shroud not original and much longer causing it to hit black bottom plate, and making the banging noise. Had to use lock channels and vice grip to get screw off, replaced with proper screw and tested. Issue has been resolved and no longer making the banging noise, brought customer in room and tested all functions. 12/5/25 AMW - Assisted Joey A. with repair. Replaced shroud guides from trunk stock.
🔍 Technician Findings
Making banging noise from bottom shroud when lowering chair.
⚠️ Problem Description
Zone 1 NWD loud base function continued from 1492296 Two service technicians are required for this dispatch. 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! Ship Exchanged Open 740312 002-1728-01 1.00000
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Nov 24, 10:14 AM
Case Number: 00546275
Subject: Midmark Service Request Dispatch Authorization - WO-00130953
Status: Closed
📋
▶
2 Work Order Created Nov 24, 5:49 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Nov 25, 10:23 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 16h 30m
📅
Status: Ready for Scheduling by Jessica Sells Nov 25, 2:55 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4h 32m
👷
▶
4 Status: Assigned Nov 26, 10:11 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Joseph Anderson
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-03T18:00:00.000+0000, 2025-12-03T17:00:00.000+0000, 2025-12-03T20:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Abby Jinerson Dec 3, 2:01 PM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 3h
📅
▶
2 Dispatch Scheduled Dec 3, 4:58 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Reschedule
To: Scheduled
Duration in Previous: 2h 56m
⏳ 2.9 business days
🔧
Status: Tech On Site by Anthony Wright Dec 5, 10:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 17h
🚗
3x Travel Added Dec 5, 10:43 AM
Type: Travel, Labor
Status: Open
Qty: 186, 3
🔩
Parts Added Dec 5, 11:57 AM
Type: Parts
Status: Open
Qty: 1
🚗
3x Travel Added Dec 5, 12:18 PM
Type: Travel, Labor
Status: Open
Qty: 16, 58, 0.43333333333333
⏱️
Labor Added Dec 5, 1:31 PM
Type: Labor
Status: Open
Qty: 1.95
⏱️
2x Labor Added Dec 5, 5:03 PM
Type: Labor
Status: Open
Qty: 2.25, 4.25
⏱️
▶
3 Labor Added Dec 5, 6:11 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Joseph Anderson
From: Tech On Site
To: Completed
Duration in Previous: 7h 51m
🏁
Status: Closed by Joseph Anderson
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.7 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 10, 1:09 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 18h
🏁
Status: Closed by Joseph Anderson Dec 10, 4:08 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 59m
📄
▶
3 Status: Ready to Bill Dec 11, 12:19 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248756

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours

🔗 Related Artifacts

📞
Case 00546275
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Joseph Anderson
Scheduled
Dec 5, 11:00 AM
Created
Nov 24, 5:49 PM
Invoice #
SM-248756

Work Details (11)

Name Type Status Qty Amount Date
WL-03027785 Travel Open 186 $0.00 Dec 5, 10:43 AM
WL-03027783 Labor Open 3 $0.00 Dec 5, 10:43 AM
WL-03027784 Travel Open 186 $110.00 Dec 5, 10:43 AM
WL-03027893 Parts Open 1 $0.00 Dec 5, 11:57 AM
WL-03027906 Travel Open 16 $110.00 Dec 5, 12:18 PM
WL-03027904 Travel Open 58 $0.00 Dec 5, 12:18 PM
WL-03027905 Labor Open 0.43333333333333 $0.00 Dec 5, 12:18 PM
WL-03028019 Labor Open 1.95 $220.00 Dec 5, 1:31 PM
WL-03028551 Labor Open 2.25 $247.50 Dec 5, 5:03 PM
WL-03028552 Labor Open 4.25 $0.00 Dec 5, 5:03 PM
WL-03028735 Labor Open 1.5 $0.00 Dec 5, 6:11 PM

Details