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WO-01300736 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Adelante Healthcare - Goodyear — 13471 W Cornerstone Blvd, Goodyear AZ, 85395

Sep 2, 2025 → Sep 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 8, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 2 → Sep 3, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 3 → Sep 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Sep 3 → Sep 8, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 8 → Sep 12, 2025
4 business days (counted)
Running total: 7 of 4 biz days used
1d
▶ Clock Running
Status: Reschedule
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 16, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Sep 2, 2025 Completed: Sep 16, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0 / 4
Sep 2 → Sep 2 Ready for Scheduling ▶ Running 0 0 / 4
Sep 2 → Sep 2 Assigned ▶ Running 0 0 / 4
Sep 2 → Sep 3 Awaiting Parts - Customer ⏸ Paused 1 —
Sep 3 → Sep 3 Ready for Scheduling ▶ Running 0 0 / 4
Sep 3 → Sep 8 Assigned ▶ Running 3 3 / 4
Sep 8 → Sep 12 Scheduled ▶ Running 4 7 / 4
Sep 12 → Sep 15 Reschedule ▶ Running 1 8 / 4
Sep 15 → Sep 16 Scheduled ▶ Running 1 9 / 4
Sep 16 → Sep 16 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 12.2d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
12.2 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Sep 2, 2025 Due: Sep 18, 2025 Completed: Sep 16, 2025 (2 days early)
📅
10.5 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
6.6d over Total Delay
📦
0 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 Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 11, 2025
Visit 2 Sep 16, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523815
Midmark Service Request Dispatch Authorization - WO-00100161
Closed
Zone 1 MGIV Replace CM/Dispatch EMSAR ADDITIONAL NOTES Parts shipping via UPS Next Day Air. Please install the replacement connectivity module on the M11. Once installed, it will need to be connected to Midmark Smart View via the myMidmark mobile app. Before going on site, please call Midmark Technical Services at 844-856-1231 and ask for a connected solutions specialist. The connected solutions specialist will create an account in the myMidmark mobile app for the servicer so that the connection can be completed. Please schedule a time with the office when the devices will not be in use as they will need to be power cycled as part of the connection process. Please return the old connectivity module to Midmark at ATTN Lindzi Hoersten. Shipping label has been included. Thank you! Ship Exchanged Open 723802 S006-00909 1.00000 Ship Exchanged Open 723802 002-10909-00 1.00000 Return Exchange Open 723802 002-10785-00 -1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kenia Valencia
Owner
Sherry Reich
Created
Sep 2, 2025
Work Orders from this Case (1)
WO-01300736 (current) Invoiced
Repair • Tyler Bollman
Created: Sep 2, 2025 • Closed: Sep 16, 2025
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 6.6 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Assigned
3.3d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Reschedule
1.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/15 KKelch called Kenia to schedule for tomorrow between 8 and 9 am. Customer confirmed. 

9/15/2025jsells

For this SR, please update the incident address to 15351 W Bell Rd Surprise, AZ 85374 instead of 13471 W Cornerstone Blvd, GOODYEAR, AZ 85395. If you need me to resend the SRA paperwork, I can do that if you would like. Thanks!

-per email Midmark will send a new form

9/12 KKelch called Kenia to reschedule for 9/15 between 9 and 10 am. Left VM. 

9/11/25 Tbollman, Wrong address needs rescheduled for AM call to interact with Midmark at 15351 W Bell RD. Surprise AZ, also please confirm parts have be relocated to the surprise facility and are not still at Goodyear.


9/8 KKelch called Kenia to schedule for 9/11 between 3 and 4 pm. Customer confirmed. 

9/4/25 CDempsey- Tracking shows delivery scheduled for today by EOD.

9/3/2025jsells

Ship To Name: Adelante Healthcare Ship To Address: 13471 W Cornerstone Blvd Ship To City/State: GOODYEAR, AZ 85395 Waybill (Tracking #): 1ZE444251374612500 Carrier: UPS-Air-Next Day Air Saver The following items have shipped from Midmark Corporation on: 03-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10909-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X CONNECTIVITY MODULE LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259050261567 DESCRIPTION: ARS LABEL, ST RT 47 WEST


9/2/25 SReich - Left Kenia a vm, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
Installed new connectivity module, and USB drive, contacted midmark as instructed to confirm connection and strength. Ran successful test cycle.
🔍 Technician Findings
wrong address needs rescheduled for am call to interact with midmark System tagged down and parts waiting
⚠️ Problem Description
Zone 1 MGIV Replace CM/Dispatch EMSAR ADDITIONAL NOTES Parts shipping via UPS Next Day Air. Please install the replacement connectivity module on the M11. Once installed, it will need to be connected to Midmark Smart View via the myMidmark mobile app. Before going on site, please call Midmark Technical Services at 844-856-1231 and ask for a connected solutions specialist. The connected solutions specialist will create an account in the myMidmark mobile app for the servicer so that the connection can be completed. Please schedule a time with the office when the devices will not be in use as they will need to be power cycled as part of the connection process. Please return the old connectivity module to Midmark at ATTN Lindzi Hoersten. Shipping label has been included. Thank you! Ship Exchanged Open 723802 S006-00909 1.00000 Ship Exchanged Open 723802 002-10909-00 1.00000 Return Exchange Open 723802 002-10785-00 -1
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Sep 2, 12:37 PM
Case Number: 00523815
Subject: Midmark Service Request Dispatch Authorization - WO-00100161
Status: Closed
📋
▶
2 Work Order Created Sep 2, 3:45 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Sep 2, 4:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 45m, 0m
⏳ 1.9 business days
📅
▶
3 Status: Ready for Scheduling Sep 3, 5:14 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
⏳ 3.8 business days
🗓️
▶
2 Status: Scheduled Sep 8, 11:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-11T22:00:00.000+0000
⏳ 4.0 business days
⏱️
2x Labor Added Sep 11, 7:34 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 15
⏱️
3x Labor Added Sep 11, 7:44 PM
Type: Labor, Travel
Status: Open
Qty: 0.5
🔄
Status: Reschedule by Craig Dempsey Sep 12, 1:55 PM
From: Scheduled
To: Reschedule
Duration in Previous: 4d 2h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Sep 15, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-16T15:00:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Sep 16, 11:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 1m
⏱️
3x Labor Added Sep 16, 12:21 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2, 14
✔️
Status: Completed by Tyler Bollman Sep 16, 1:57 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 38m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Sep 17, 5:37 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.8 business days
🧾
Invoice Created Sep 19, 8:15 PM
Invoice Number: SM-241253

Bottlenecks

Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours

🔗 Related Artifacts

📞
Case 00523815
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Sep 16, 11:00 AM
Created
Sep 2, 3:45 PM
Invoice #
SM-241253

Work Details (8)

Name Type Status Qty Amount Date
WL-02933107 Labor Open 0.5 $0.00 Sep 11, 7:34 PM
WL-02933108 Travel Open 15 $110.00 Sep 11, 7:34 PM
WL-02933131 Labor Open 0.5 $55.00 Sep 11, 7:44 PM
WL-02933132 Labor Open 0.5 $0.00 Sep 11, 7:44 PM
WL-02933133 Travel Open 5 $0.00 Sep 11, 7:44 PM
WL-02937219 Labor Open 0.5 $0.00 Sep 16, 12:21 PM
WL-02937220 Labor Open 2 $220.00 Sep 16, 12:21 PM
WL-02937221 Travel Open 14 $110.00 Sep 16, 12:21 PM

Details