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WO-01304772 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Operations Kindness — 1771 TERRE COLONY CT,, DALLAS, TX, 75212-6224

Sep 16, 2025 → Sep 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 22, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
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
⏸3d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 16 → Sep 19, 2025
3 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 22, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Sep 16, 2025 Completed: Sep 25, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 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 19 Awaiting Parts - Customer ⏸ Paused 3 —
Sep 19 → Sep 22 Ready for Scheduling ▶ Running 1 1 / 4
Sep 22 → Sep 22 Assigned ▶ Running 0 1 / 4
Sep 22 → Sep 25 Scheduled ▶ Running 3 4 / 4
Sep 25 → Sep 25 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 3.4d
Coordinators 5.7d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.4 days
Coordinators
5.7 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Sep 16, 2025 Due: Sep 26, 2025 Completed: Sep 25, 2025 (1 days early)
📅
7.4 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527584
Midmark Service Request Dispatch Authorization - WO-00105033
Closed
Zone 1 Dispatch Type Repair Email cjones@operationkindness.org PROBLEM SUMMARY WD Display issue. ADDITIONAL NOTES Contact mobile number. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you Ship Exchanged Open 726693 015-10565-00 1.00000 Ship Exchanged Open 726693 002-10166-00 1.00000 Ship Exchanged Open 726693 S006-00909 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Colton Jones
Owner
Kimberly Hardison
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304772 (current) Invoiced
Repair • Zachary Stieben
Created: Sep 16, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 3.6 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
1.3d / 1.0d SLA
Awaiting Parts - Customer
3.4d
Assigned
0.4d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22 KKelch called Colton to schedule for 9/25 between 9 and 10 am. Customer confirmed. 

9/19/2025jsells

Ship To Name: Operations Kindness Ship To Address: 1771 TERRE COLONY CT Ship To City/State: DALLAS, TX 75212-6224 Waybill (Tracking #): 1ZE444250375036301 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 19-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-10565-00 SERIAL #: DESCRIPTION: MEMBRANE SWITCH, QCX(R)-0X LINE NO: 3.1 QTY: 1 ITEM: 002-10166-00 SERIAL #: DESCRIPTION: KIT, PCB, FRONT PANEL LINE NO: 5.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259049445111 DESCRIPTION: ARS LABEL, ST RT 47 WEST
🔧 Work Performed
Installed new PC Board, Display Board and Touchpad. Parts supplied by Midmark. Contacted Midmark tech support and they stated that customer is responsible for shipping old faulty parts back to Midmark. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
9/25/2025 Zachary Stieben arrived on site. Found Ultrasonic Cleaner display and control panel non functional.
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email cjones@operationkindness.org PROBLEM SUMMARY WD Display issue. ADDITIONAL NOTES Contact mobile number. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you Ship Exchanged Open 726693 015-10565-00 1.00000 Ship Exchanged Open 726693 002-10166-00 1.00000 Ship Exchanged Open 726693 S006-00909 1.00000
📄 Description
Midmark QuickClean (Series) Ultrasonic Cleaner (QC1-01, QC3-01)

Timeline

📞
Case Linked Sep 16, 12:00 PM
Case Number: 00527584
Subject: Midmark Service Request Dispatch Authorization - WO-00105033
Status: Closed
📋
▶
2 Work Order Created Sep 16, 4:34 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Sep 16, 4:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 14m, 0m
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Sep 19, 5:46 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 0h
⏳ 1.8 business days
👷
▶
2 Technician Assigned Sep 22, 9:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
👷
▶
3 Technician Assigned Sep 22, 12:20 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3h 16m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Sep 25, 9:39 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
✔️
Status: Completed by Zachary Stieben Sep 25, 11:31 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 51m
🚗
▶
3 Travel Added Sep 25, 5:20 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.1666666666667, 1.8333333333333
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 5h 52m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Sep 29, 10:16 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Sep 30, 9:29 PM
Invoice Number: SM-242276

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00527584
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Sep 25, 10:00 AM
Created
Sep 16, 4:34 PM
Invoice #
SM-242276

Work Details (3)

Name Type Status Qty Amount Date
WL-02949534 Travel Open 34 $110.00 Sep 25, 5:20 PM
WL-02949540 Labor Open 1.1666666666667 $0.00 Sep 25, 5:22 PM
WL-02949541 Labor Open 1.8333333333333 $220.00 Sep 25, 5:22 PM

Details