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← WO Overview

WO-01338262 ↗ ServiceMax

MIDMARK • Repair • P4

📍 South County Dermatology — 905 Pontiac Ave, Cranston RI, 02920-7903

Jan 16, 2026 → Feb 6, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 23, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 16 → Jan 20, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 23, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Jan 23 → Jan 27, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 28 → Jan 31, 2026
2 business days (counted)
Running total: 7 of 4 biz days used
1d
▶ Clock Running
Status: Reschedule
Jan 31 → Feb 2, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 6, 2026
4 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
Created: Jan 16, 2026 Completed: Feb 6, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 16 → Jan 16 Created ▶ Running 0 0 / 4
Jan 16 → Jan 20 Ready for Scheduling ▶ Running 1 1 / 4
Jan 20 → Jan 20 Assigned ▶ Running 0 1 / 4
Jan 20 → Jan 23 Scheduled ▶ Running 3 4 / 4
Jan 23 → Jan 23 Tech On Site ▶ Running 0 4 / 4
Jan 23 → Jan 27 Awaiting Parts ⏸ Paused 2 —
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 4 / 4
Jan 27 → Jan 28 Assigned ▶ Running 1 5 / 4
Jan 28 → Jan 31 Scheduled ▶ Running 2 7 / 4
Jan 31 → Feb 2 Reschedule ▶ Running 1 8 / 4
Feb 2 → Feb 6 Scheduled ▶ Running 4 12 / 4
Feb 6 → Feb 6 Tech On Site ▶ Running 0 12 / 4
Dispatch 0.1d
Material Management 2.9d
Coordinators 17.1d
Field Work 1.0d
Billing 2.2d
✗ SLA Missed
Dispatch
0.1 days
Material Management
2.9 days
Coordinators
17.1 days
Over SLA
Field Work
1.0 days
Billing
2.2 days
Over SLA
Created: Jan 16, 2026 Due: Feb 11, 2026 Completed: Feb 6, 2026 (5 days early)
📅
14.9 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
18 transitions Status Changes
⚠️
11.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Paul Bonang Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559713
Midmark Service Request Dispatch Authorization - WO-00146928
Closed
Travel Zone 1 PROBLEM SUMMARY WD- Error 0744-0824 ADDITIONAL NOTES Office is only open Thursdays (open all day) and Fridays (open half day) - You can call Kristen's cell to schedule service - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kristen Karavitch
Owner
Shelby Robinson
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01338262 (current) Invoiced
Repair • Paul Bonang Jr
Created: Jan 16, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 47 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 11.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.2d / 1.0d SLA
Assigned
2.2d / 0.5d SLA
Scheduled
11.7d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Awaiting Parts
2.9d / 3.0d SLA
Reschedule
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.1d / 1.0d SLA
WO Correction Needed
0.3d
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/11 NSuarez SRA has the wrong date of service on the first page the dates I show should be 1/23/26 & 2/6/26. 2/04/2026 Emartin

The status of your package has changed.


Rescheduled Delivery Date: Wednesday, 02/04/2026

Exception Reason: The receiving business was closed. A second attempt will be made on the next business day.

Exception Resolution: Your delivery has been rescheduled for the next business day.

2/3/26 SReich

Your shipment

1ZE444250370408507

Estimated delivery

Today, February 03, between 6:00 P.M. - 8:30 P.M.


2/2/2026 Sramen 6pm CT - tracking update:

2/2/2026 Sramen - updated due date based on parts:

2/2 KSmith -- Rescheduled for 2/6 with POC> 8-10am

1/30 SRogers: updating to reschedule. Parts arrived late - POC advised she would reach out to reschedule once parts are delivered (site is closed M-W).

1/30/26 lcoonrod

Your shipment

1ZE444250370408507

Estimated delivery

Today, January 30, between 10:45 A.M. - 2:45 P.M. 

Tracking Number:1ZE444250370408507Ship To:South County Dermatology
905 Pontiac Ave
Cranston, RI 029207903
USUPS Service:UPS GROUNDPackage Weight:1.1 LBSMerchandise Description:Medical Service PartsReference Number 1:21046855 / 751003Reference Number 2:SR1522458Reference Number 3:200.100.10.1080.0000.402000.00000.0Reference Number 4:Mark for: Kristen Karavitch




1/28 KSmith -- Scheduled for Friday with Kristen. 8-10am

1/28 KSmith -- Sent email to schedule for Friday

1/27/2026jsells

Ship To Name: South County Dermatology Ship To Address: 905 Pontiac Ave Ship To City/State: Cranston, RI 02920-7903 Waybill (Tracking #): 1ZE444250370408507 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 27-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10896-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR MOTOR ASSY


1/20 KSmith -- Scheduled for Friday with Kristen. 8-10am. Site is only open till 12pm on Friday

 01/19/2026 LHill-Called (401) 471-3376 for Kristen. Was unable to reach her. Sait the Cranston office will be open on Thursday but will try to connect me someone that can help. Was placed on hold and then was disconnected.


01/16/2026 SRobinson- Called Kristen Karavitch, 1(401) 471-3376. Office was closed sending email to kkaravitch@southcountyriderm.com.

🔧 Work Performed
2/6 an: Replaced door motor and test ran unit for proper operation. Door popped open after cycle, but when I closed door to check unit again door would not fully close due to new motor now stuck in the up position. Notified Midmark and they will be sending an entire new unit to customer.
🔍 Technician Findings
1/23 PBonang: Found door motor stuck in the up position and not allowing latch to drop down fully to engage door closed switch. Midmark is sending a new door motor for replacement.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD- Error 0744-0824 ADDITIONAL NOTES Office is only open Thursdays (open all day) and Fridays (open half day) - You can call Kristen's cell to schedule service - 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 Jan 16, 9:43 AM
Case Number: 00559713
Subject: Midmark Service Request Dispatch Authorization - WO-00146928
Status: Closed
📋
Work Order Created Jan 16, 12:02 PM
Work Order: WO-01338262
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Jan 16, 12:33 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 31m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Jan 20, 8:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 19h
🗓️
▶
2 Status: Scheduled Jan 20, 12:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-23T13:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Paul Bonang Jan 23, 9:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
📦
▶
3 Parts Requested Jan 23, 11:34 AM
Parts Requested → Status: Awaiting Parts → 5x Labor Added
📦
Status: Awaiting Parts by Paul Bonang
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 1m
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 0.75
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 27, 10:16 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 22h
👷
▶
2 Technician Assigned Jan 27, 1:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 11m
📅
▶
2 Dispatch Scheduled Jan 28, 12:17 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 22h 49m
⏳ 3.0 business days
🔄
Status: Reschedule by Shawn Rogers Jan 30, 8:39 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 8h
⏳ 1.4 business days
🗓️
▶
2 Status: Scheduled Feb 2, 10:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-06T13:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Paul Bonang Feb 6, 8:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
✔️
Status: Completed by Paul Bonang Feb 6, 2:04 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 27m
⏱️
▶
2 3x Labor Added Feb 6, 2:12 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Paul Bonang
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 4.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 11, 12:53 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 22h
🏁
Status: Closed by Paul Bonang Feb 11, 3:20 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 26m
📄
Status: Ready to Bill by Nancy Suarez Feb 12, 11:39 AM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 18m
⏳ 2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Feb 13, 12:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 1h
💰
▶
2 Status: Invoiced Feb 13, 12:55 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253984

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Assigned
Duration: 4.0 business hours (threshold: 4.0 business hours)
Exceeded by 0.0 business hours
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.7 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours

🔗 Related Artifacts

📞
Case 00559713
Closed
📦
Parts Order 00088955
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Paul Bonang Jr
Scheduled
Feb 6, 8:30 AM
Created
Jan 16, 12:02 PM
Invoice #
SM-253984

Work Details (8)

Name Type Status Qty Amount Date
WL-03076496 Labor Open 0.25 $0.00 Jan 23, 11:39 AM
WL-03076497 Labor Open 0.75 $82.50 Jan 23, 11:39 AM
WL-03076498 Labor Open 0.25 $0.00 Jan 23, 11:39 AM
WL-03076499 Travel Open 7 $110.00 Jan 23, 11:39 AM
WL-03076500 Travel Open 7 $0.00 Jan 23, 11:39 AM
WL-03095470 Labor Open 0.25 $0.00 Feb 6, 2:12 PM
WL-03095471 Labor Open 1.5 $165.00 Feb 6, 2:12 PM
WL-03095472 Travel Open 7 $110.00 Feb 6, 2:12 PM

Details