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← WO Overview

WO-01351389 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Optima Dermatology — 5817 Happy Hollow Rd, Milford OH, 45150-1848

Feb 12, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 12 → Feb 13, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
Created: Feb 12, 2026 Completed: Feb 18, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 0 / 4
Feb 12 → Feb 13 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0 / 4
Feb 13 → Feb 13 Entered ▶ Running 0 0 / 4
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0 / 4
Feb 13 → Feb 16 Assigned ▶ Running 0 0 / 4
Feb 16 → Feb 17 Scheduled ▶ Running 1 1 / 4
Feb 17 → Feb 18 Tech On Site ▶ Running 1 2 / 4
Dispatch 0.1d
Material Management 1.6d
Coordinators 1.5d
Field Work 1.2d
Billing 1.1d
✓ SLA Met
Dispatch
0.1 days
Material Management
1.6 days
Coordinators
1.5 days
Field Work
1.2 days
Over SLA
Billing
1.1 days
Over SLA
Created: Feb 12, 2026 Due: Feb 20, 2026 Completed: Feb 18, 2026 (2 days early)
📅
2.9 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
2.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567731
Repair
Closed
Zone 1 MGIV / headrest not holding, on going issue see 1525892 For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Nicholas Garcia
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351389 (current) Invoiced
Repair • Franco Jackson
Created: Feb 12, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 20 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.1 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
0.2d / 1.0d SLA
Awaiting Parts - Customer
1.6d
Assigned
0.3d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16/2026 CRamen logged email confirming Tuesday 2/17/2026 with an arrival window between 8-10am.


2/15/2026 CRamen logged email requesting Tuesday 2/17/2026 with an arrival window between 8-10am. Placeholder set


2/15/2026 CRamen Parts deliver today 2/16


2/13/2026jsells

Ship To Name: Optima Dermatology Ship To Address: 5817 Happy Hollow Rd Ship To City/State: Milford, OH 45150-1848 Waybill (Tracking #): 1ZE444250370312664 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 13-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10307-00 SERIAL #: DESCRIPTION: KIT, HEADLOCK ASSY


2/12/2026 CRamen assigned to Franco and placed into APC


2/12/2026jsells

spoke with Nicholas, and I gave him the work order number and let him know that someone would be calling him to schedule

🔧 Work Performed
17feb2026 replaced part sent and verified headrest staying secure
🔍 Technician Findings
part sent for headrest to be replaced
⚠️ Problem Description
Zone 1 MGIV / headrest not holding, on going issue see 1525892 For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Feb 12, 8:28 AM
Case Number: 00567731
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 12, 1:28 PM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Status: Assigned Feb 12, 1:50 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Franco Jackson
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 13, 2:58 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
🆕
Status: Entered by Charles Ramen Feb 13, 4:04 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 1h 6m
📅
Status: Ready for Scheduling by Jessica Sells Feb 13, 4:26 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 22m
👷
▶
2 Technician Assigned Feb 13, 4:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21m
⏳ 0.9 business days
📅
▶
2 Dispatch Scheduled Feb 16, 9:24 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 2d 16h
🔧
Status: Tech On Site by Robert Jackson Feb 17, 8:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 1m
⏱️
▶
2 3x Labor Added Feb 17, 6:59 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Robert Jackson
From: Tech On Site
To: Completed
Duration in Previous: 10h 35m
🏁
Status: Closed by Robert Jackson Feb 17, 8:18 PM
From: Completed
To: Closed
Duration in Previous: 1h 17m
⏳ 3.5 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 5:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
⏳ 1.8 business days
📨
▶
3 Status: Invoice Pending Feb 23, 6:27 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254716

Bottlenecks

Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours

🔗 Related Artifacts

📞
Case 00567731
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Franco Jackson
Scheduled
Feb 17, 8:00 AM
Created
Feb 12, 1:28 PM
Invoice #
SM-254716

Work Details (4)

Name Type Status Qty Amount Date
WL-03103018 Parts Open 1 $0.00 Feb 12, 1:28 PM
WL-03109320 Labor Open 0.75 $0.00 Feb 17, 6:59 PM
WL-03109321 Labor Open 1.25 $137.50 Feb 17, 6:59 PM
WL-03109322 Travel Open 26 $110.00 Feb 17, 6:59 PM

Details