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WO-01326527 ↗ ServiceMax

MIDMARK • Repair • P4

📍 PHC Dental #2 — 320 SOUTHMORE AVE STE 312B,, PASADENA, TX, 77502-1135

Dec 15, 2025 → Dec 22, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 19, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 23, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 15 → Dec 17, 2025
2 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 19 → Dec 22, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Dec 15, 2025 Tech Off Site: Dec 23, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 15 → Dec 15 Created ▶ Running 0 0 / 4
Dec 15 → Dec 15 Ready for Scheduling ▶ Running 0 0 / 4
Dec 15 → Dec 15 Assigned ▶ Running 0 0 / 4
Dec 15 → Dec 17 Awaiting Parts - Customer ⏸ Paused 2 —
Dec 17 → Dec 18 Ready for Scheduling ▶ Running 1 1 / 4
Dec 18 → Dec 19 Assigned ▶ Running 1 2 / 4
Dec 19 → Dec 22 Scheduled ▶ Running 1 3 / 4
Dec 22 → Dec 23 Tech On Site ▶ Running 1 4 / 4
Dispatch 0.0d
Material Management 3.0d
Coordinators 6.1d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
6.1 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Dec 15, 2025 Due: Dec 24, 2025 Completed: Dec 23, 2025 (1 days early)
📅
6.2 days Total Age
⏱️
8.0d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
9.5d 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 #00551594
Midmark Service Request Dispatch Authorization - WO-00137362
Closed
Zone 1 Dispatch Type Repair Email vespinoza@phcx.org PROBLEM SUMMARY WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES 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 744089 002-10439-01 1.00000 Ship Exchanged Open 744089 002-10429-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Valery Vespinoza
Owner
Kimberly Hardison
Created
Dec 15, 2025
Work Orders from this Case (1)
WO-01326527 (current) Invoiced
Repair • Arturo Diaz
Created: Dec 15, 2025 • Closed: Dec 22, 2025
Completed with minor delays
Invoiced • 79 days old
🚨
Primary Delay 8.0 days stuck in "Closed"
⏱️
Total Delay 9.5 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
Awaiting Parts - Customer
3.0d
Assigned
2.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/19 KKelch called Valery to schedule for 12/22 between 3 and 4 pm. Customer confirmed. 

12/19 KKelch called Valery to schedule for 12/23 between 9 and 11 am. Left info. 

12/18 KKelch called Valery to schedule for 12/23 between 9 and 11 am. Left VM.

12/17/2025jsells

Ship To Name: PHC Dental #2

Ship To Address: 320 SOUTHMORE AVE STE 312B

Ship To City/State: PASADENA, TX 775021135 Waybill (Tracking #): 1ZE444250370927518 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 16-DEC-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: 002-10439-01 SERIAL #: DESCRIPTION: SEAT BACK GAS SPRING KIT, ELEVANCE CHAIR L/R AND CONSOLE


12/15 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts

🔧 Work Performed
- replaced faulty parts per FCO documentation - tested for proper functionality - demonstrated to staff proper functionality - equipment returned and ready for use
🔍 Technician Findings
normal equipment conditions
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email vespinoza@phcx.org PROBLEM SUMMARY WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES 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 744089 002-10439-01 1.00000 Ship Exchanged Open 744089 002-10429-00 1.00000
📄 Description
Midmark 153810 Elevance Dental Chair

Timeline

📞
Case Linked Dec 15, 8:52 AM
Case Number: 00551594
Subject: Midmark Service Request Dispatch Authorization - WO-00137362
Status: Closed
📋
▶
2 Work Order Created Dec 15, 9:51 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 15, 11:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 7m, 0m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 17, 8:55 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 21h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 18, 9:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 19, 10:15 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-22T21:00:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Dec 22, 2:06 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 40
🚗
▶
2 Status: Tech Off Site Dec 22, 8:15 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 1.5
✔️
Status: Completed by Arturo Diaz Dec 22, 8:21 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 6m, 0m
⚠️ 8.5 business days
📄
▶
3 Status: Ready to Bill Jan 5, 10:26 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250461

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00551594
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Arturo Diaz
Scheduled
Dec 22, 4:00 PM
Created
Dec 15, 9:51 AM
Invoice #
SM-250461

Work Details (5)

Name Type Status Qty Amount Date
WL-03045259 Labor Open 1.5 $0.00 Dec 22, 2:08 PM
WL-03045260 Travel Open 40 $110.00 Dec 22, 2:08 PM
WL-03045261 Travel Open 40 $0.00 Dec 22, 2:08 PM
WL-03045759 Labor Open 4 $440.00 Dec 22, 8:16 PM
WL-03045760 Labor Open 1.5 $0.00 Dec 22, 8:17 PM

Details