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WO-01304769 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Wakarusa Veterinary Hospital — 1825 Wakarusa Dr, Lawrence KS, 66047-1809

Sep 16, 2025 → Sep 29, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 22, 2025
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 29, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 22, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Sep 22 → Sep 23, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 29, 2025
3 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
Created: Sep 16, 2025 Completed: Sep 29, 2025
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0 / 4
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0 / 4
Sep 16 → Sep 16 Assigned ▶ Running 0 0 / 4
Sep 16 → Sep 22 Scheduled ▶ Running 4 4 / 4
Sep 22 → Sep 22 Tech On Site ▶ Running 0 4 / 4
Sep 22 → Sep 23 Awaiting Parts ⏸ Paused 1 —
Sep 23 → Sep 24 Ready for Scheduling ▶ Running 1 5 / 4
Sep 24 → Sep 24 Assigned ▶ Running 0 5 / 4
Sep 24 → Sep 29 Scheduled ▶ Running 3 8 / 4
Sep 29 → Sep 29 Tech On Site ▶ Running 0 8 / 4
Dispatch 0.0d
Material Management 1.7d
Coordinators 10.0d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Coordinators
10.0 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Sep 16, 2025 Due: Oct 2, 2025 Completed: Sep 29, 2025 (3 days early)
📅
9.5 days Total Age
⏱️
4.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
5.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Thomas J Langenberg Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 22, 2025
Visit 2 Sep 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527563
Midmark Service Request Dispatch Authorization - WO-00105028
Closed
Zone 1 NWD packs are leaving marks Can ask for Whitney or Lisa to schedule if Kris is unavailable. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kris Gulley
Owner
Jessica Sells
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304769 (current) Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 16, 2025 • Closed: Sep 29, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 4.4 days stuck in "Scheduled"
⏱️
Total Delay 5.9 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
1.5d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
8.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
1.7d / 3.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/24 KKelch called Kris to schedule for 9/29 between 9 and 10 am. Customer confirmed. 

09/24/2025 JRolston - Per UPS, ETA on wb 1ZE444250375322788 is Friday, 9/26. Updated work order accordingly. 


09/23/2025 JRolston - Per email from Midmark, part has shipped on UPW wb 1ZE444250375322788. No ETA as of yet. (UPS-Parcel-Ground)


9/16 KKelch called Kris to schedule for 9/22 between 12 and 1 pm. Customer confirmed. Customer confirmed that there is no credentialing, background or PPE needed. 

9/16/2025jsells

spoke with Stella and I gave her the WO# and told her a coordinator would call her to schedule the visit

🔧 Work Performed
found the unit was heating but not building pressure. Door gasket is extremely loose and does not fit tight. Installed older door gasket that fit tighter, and unit built correct pressure and heat, unit is currently functioning as it should 9/29-Replaced doot gasket and function tested
🔍 Technician Findings
Instrument coming out w/marks on them
⚠️ Problem Description
Zone 1 NWD packs are leaving marks Can ask for Whitney or Lisa to schedule if Kris is unavailable. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Sep 16, 11:28 AM
Case Number: 00527563
Subject: Midmark Service Request Dispatch Authorization - WO-00105028
Status: Closed
📋
▶
2 Work Order Created Sep 16, 4:09 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Sep 16, 4:28 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-22T17:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
⏳ 4.9 business days
🔧
Status: Tech On Site by Thomas Langenberg Sep 22, 12:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 19h
⏱️
2x Labor Added Sep 22, 1:57 PM
Type: Labor, Travel
Status: Open
Qty: 1.35, 57
⏱️
▶
3 Labor Added Sep 22, 2:25 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082153
Status: Closed
📦
Status: Awaiting Parts by Thomas Langenberg
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 2m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by John Rolston Sep 23, 4:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
2 Technician Assigned Sep 24, 9:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 32m
🗓️
▶
2 Status: Scheduled Sep 24, 10:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-29T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Sep 29, 10:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏱️
2x Labor Added Sep 29, 10:17 AM
Type: Labor, Travel
Status: Open
Qty: 0.83333333333333, 34
⏱️
▶
2 Labor Added Sep 29, 11:46 AM
Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 42m, 0m
📄
Status: Ready to Bill by Nancy Suarez Sep 30, 11:29 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 23h 41m, 0m
💰
Status: Invoiced by Nancy Suarez Sep 30, 11:37 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
⏳ 4.0 business days
🧾
Invoice Created Oct 4, 12:22 PM
Invoice Number: SM-242387

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00527563
Closed
📦
Parts Order 00082153
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Sep 29, 10:00 AM
Created
Sep 16, 4:09 PM
Invoice #
SM-242387

Work Details (6)

Name Type Status Qty Amount Date
WL-02944602 Labor Open 1.35 $0.00 Sep 22, 1:57 PM
WL-02944603 Travel Open 57 $110.00 Sep 22, 1:57 PM
WL-02944640 Labor Open 2 $220.00 Sep 22, 2:25 PM
WL-02952846 Labor Open 0.83333333333333 $0.00 Sep 29, 10:17 AM
WL-02952847 Travel Open 34 $110.00 Sep 29, 10:17 AM
WL-02952929 Labor Open 1.7 $192.50 Sep 29, 11:46 AM

Details