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WO-01351227 ↗ ServiceMax

MIDMARK • Cross-Training • PC

📍 Midmark Training - West — 270 Davids Dr, Wilmington OH, 45177

Feb 11, 2026 → Feb 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 19, 2026
✗ SLA Missed (1 biz days late)
Active: 6 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 20, 2026
5 business days (counted)
Running total: 6 of ? biz days used
Created: Feb 11, 2026 Completed: Feb 20, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0
Feb 11 → Feb 11 Assigned ▶ Running 0 0
Feb 11 → Feb 12 Scheduled ▶ Running 1 1
Feb 12 → Feb 12 Entered ▶ Running 0 1
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 1
Feb 12 → Feb 12 Assigned ▶ Running 0 1
Feb 12 → Feb 20 Scheduled ▶ Running 5 6
Dispatch 0.2d
Coordinators 6.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.2 days
Coordinators
6.5 days
Over SLA
Billing
0.0 days
Created: Feb 11, 2026 Due: Feb 19, 2026 Completed: Feb 20, 2026 (on time)
📅
6.3 days Total Age
⏱️
5.2d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
5.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Feb 16, 2026
Visit 2 Feb 17, 2026
Visit 3 Feb 18, 2026
Visit 4 Feb 19, 2026
Visit 5 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567427
New Training Request
Closed
Dispatch please create 4 Training Work Orders for this technician 1x OJT work order Ending 2/28 1x for CBTs in EMSAR U Ending 2/16 1x for CBTs in Axiom Ending 2/14 1X Classroom training scheduled for 2/17-2/19
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Feb 11, 2026
Work Orders from this Case (4)
WO-01351223 Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 27, 2026
WO-01351224 Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 20, 2026
WO-01351225 Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 24, 2026
WO-01351227 (current) Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 21 days old
🚨
Primary Delay 5.2 days stuck in "Scheduled"
⏱️
Total Delay 5.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
6.5d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 RBerry- Updated serviced date to match work details.


2/12/26 RBerry- Returned WO to dispatch. Location is incorrect.

🔧 Work Performed
midmark training
🔍 Technician Findings
midmark training
⚠️ Problem Description
1X Classroom training scheduled for 2/17-2/19 Technician: Ben McClerklin

Timeline

📞
Case Linked Feb 11, 11:18 AM
Case Number: 00567427
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Feb 11, 4:35 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Feb 11, 4:58 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 22m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-17T13:00:00.000+0000
🆕
Status: Entered by Rhea Berry Feb 12, 4:00 PM
From: Scheduled
To: Entered
Duration in Previous: 23h 0m
📅
▶
3 Status: Ready for Scheduling Feb 12, 5:14 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: Ben McClerklin
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
📅
▶
2 Dispatch Scheduled Feb 12, 5:20 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 1.8 business days
⏱️
2x Labor Added Feb 16, 5:48 PM
Type: Labor, Travel
Status: Open
Qty: 7.5, 352
🚗
4x Travel Added Feb 17, 5:41 PM
Type: Travel
Status: Open
Qty: 2
⏱️
▶
2 Labor Added Feb 17, 5:50 PM
Labor Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Feb 18, 5:42 PM
Type: Labor, Travel
Status: Open
Qty: 8.5, 2
⏳ 2.8 business days
⏱️
▶
2 4x Labor Added Feb 20, 12:11 PM
4x Labor Added → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 2, 337, 1
✔️
Status: Completed by Lawrence Yoder Feb 20, 2:23 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 21h, 0m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Feb 25, 12:09 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-254883

Bottlenecks

Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00567427
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Ben McClerklin
Scheduled
Feb 17, 8:00 AM
Created
Feb 11, 4:35 PM
Invoice #
SM-254883

Work Details (21)

Name Type Status Qty Amount Date
WL-03107698 Labor Open 7.5 $0.00 Feb 16, 5:48 PM
WL-03107699 Travel Open 352 $0.00 Feb 16, 5:48 PM
WL-03109182 Travel Open 2 $0.00 Feb 17, 5:41 PM
WL-03109183 Travel Open 2 $0.00 Feb 17, 5:41 PM
WL-03109184 Travel Open 2 $0.00 Feb 17, 5:41 PM
WL-03109185 Travel Open 2 $0.00 Feb 17, 5:41 PM
WL-03109203 Labor Open 8.5 $0.00 Feb 17, 5:50 PM
WL-03109218 Expenses Open 1 $0.00 Feb 17, 5:55 PM
WL-03109219 Expenses Open 1 $0.00 Feb 17, 5:55 PM
WL-03109220 Expenses Open 1 $0.00 Feb 17, 5:55 PM
WL-03110956 Labor Open 8.5 $0.00 Feb 18, 5:42 PM
WL-03110957 Travel Open 2 $0.00 Feb 18, 5:42 PM
WL-03110958 Travel Open 2 $0.00 Feb 18, 5:42 PM
WL-03113793 Labor Open 0.5 $0.00 Feb 20, 12:11 PM
WL-03113790 Labor Open 8.5 $0.00 Feb 20, 12:11 PM
WL-03113791 Labor Open 5.5 $0.00 Feb 20, 12:11 PM
WL-03113792 Labor Open 0.5 $0.00 Feb 20, 12:11 PM
WL-03113804 Travel Open 2 $0.00 Feb 20, 12:15 PM
WL-03113805 Travel Open 337 $0.00 Feb 20, 12:15 PM
WL-03113806 Expenses Open 1 $0.00 Feb 20, 12:15 PM
WL-03113807 Expenses Open 1 $0.00 Feb 20, 12:15 PM

Details