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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318658 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Morgan Dermatology — 3405 State Route 33 Floor 2, Neptune NJ, 07753

Dec 4, 2025 → Dec 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 10, 2025
✓ SLA Met
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 10, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Dec 4, 2025 Completed: Dec 10, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0 / 4
Dec 4 → Dec 4 Ready for Scheduling ▶ Running 0 0 / 4
Dec 4 → Dec 4 Assigned ▶ Running 0 0 / 4
Dec 4 → Dec 10 Scheduled ▶ Running 4 4 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Coordinators 4.7d
Field Work 0.0d
Billing 0.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.7 days
Over SLA
Field Work
0.0 days
Billing
0.9 days
Created: Dec 4, 2025 Due: Dec 10, 2025 Completed: Dec 10, 2025 (on time)
📅
4.4 days Total Age
⏱️
4.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.4d 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 #00548332
Midmark Service Request Dispatch Authorization - WO-00134288
Closed
Dispatch Type Repair Email fiona.morgandermatology@gmail.com PROBLEM SUMMARY WD Stopping with no error code ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Fiona Guerin
Owner
Kimberly Hardison
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318658 (current) Invoiced
Repair • Pete Ramos
Created: Dec 4, 2025 • Closed: Dec 9, 2025
Completed with minor delays
Invoiced • 90 days old
🚨
Primary Delay 4.4 days stuck in "Scheduled"
⏱️
Total Delay 3.4 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
0.2d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
WO Correction Needed
0.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11/25 NSuarez SRA needs to be filled out.

12/4 KSmith -- Scheduled for 12/9 with Fiona. 10am-12pm

12/4 KSmith -- Called Fiona but we were having phone issues and could not hear each other. Sending email to schedule for 12/9

12/4 KHardison, Spoke to Fiona regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
Tech called Midmark support and found water residue inside the base cover. Midmark and the tech determined this was caused by the customer and is not covered under warranty. Tech inspect the metal pan and it was not damage. Tech advised the customer that the display and touchpad need to be replaced. The customer requested a quote for the repair. Midmark advised to close this work order
🔍 Technician Findings
Tech found the unit not working
⚠️ Problem Description
Dispatch Type Repair Email fiona.morgandermatology@gmail.com PROBLEM SUMMARY WD Stopping with no error code ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark QuickClean (Series) Ultrasonic Cleaner (QC1-01, QC3-01)

Timeline

📞
Case Linked Dec 3, 9:12 AM
Case Number: 00548332
Subject: Midmark Service Request Dispatch Authorization - WO-00134288
Status: Closed
📋
▶
2 Work Order Created Dec 4, 8:27 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 4, 10:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 31m
🗓️
▶
2 Status: Scheduled Dec 4, 10:54 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Pete Ramos Dec 9, 10:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 11h
⏱️
▶
3 5x Labor Added Dec 9, 10:14 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Pete Ramos
From: Tech On Site
To: Completed
Duration in Previous: 7m
🏁
Status: Closed by Pete Ramos
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.2 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 11, 5:03 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 18h
🏁
Status: Closed by Pete Ramos Dec 11, 11:43 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 40m
📄
Status: Ready to Bill by Nancy Suarez Dec 12, 10:46 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 11h 3m, 0m
💰
Status: Invoiced by Nancy Suarez Dec 12, 10:56 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m
⏳ 2.0 business days
🧾
Invoice Created Dec 15, 8:15 AM
Invoice Number: SM-249008

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00548332
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Dec 9, 11:00 AM
Created
Dec 4, 8:27 AM
Invoice #
SM-249008

Work Details (5)

Name Type Status Qty Amount Date
WL-03032374 Labor Open 1 $0.00 Dec 9, 10:14 PM
WL-03032375 Labor Open 1.5 $165.00 Dec 9, 10:14 PM
WL-03032376 Labor Open 1 $0.00 Dec 9, 10:14 PM
WL-03032377 Travel Open 25 $110.00 Dec 9, 10:14 PM
WL-03032378 Travel Open 51 $0.00 Dec 9, 10:14 PM

Details