Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304773 ↗ ServiceMax

MIDMARK • Repair • P4

📍 CU Medicine — 13199 E Montview Blvd, Ste 300, Aurora CO, 80045-7202

Sep 16, 2025 → Oct 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 22, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Oct 1, 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 17, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Reschedule
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Sep 18 → Sep 22, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: On Hold
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Reschedule
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Sep 23 → Sep 25, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Entered
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 27, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Completed
Sep 27 → Sep 27, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
1d
▶ Clock Running
Status: Closed
Sep 27 → Sep 29, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: WO Correction Needed
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: WO Correction Needed
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Closed
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: WO Correction Needed
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Sep 16, 2025 Invoiced: Oct 1, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (29 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0 / 4
Sep 16 → Sep 17 Ready for Scheduling ▶ Running 1 1 / 4
Sep 17 → Sep 17 Assigned ▶ Running 0 1 / 4
Sep 17 → Sep 17 Scheduled ▶ Running 0 1 / 4
Sep 17 → Sep 18 Tech On Site ▶ Running 1 2 / 4
Sep 18 → Sep 18 Reschedule ▶ Running 0 2 / 4
Sep 18 → Sep 22 Assigned ▶ Running 2 4 / 4
Sep 22 → Sep 22 Entered ▶ Running 0 4 / 4
Sep 22 → Sep 22 On Hold ▶ Running 0 4 / 4
Sep 22 → Sep 22 Reschedule ▶ Running 0 4 / 4
Sep 22 → Sep 22 Assigned ▶ Running 0 4 / 4
Sep 22 → Sep 23 Scheduled ▶ Running 1 5 / 4
Sep 23 → Sep 23 Tech On Site ▶ Running 0 5 / 4
Sep 23 → Sep 23 Tech Off Site ▶ Running 0 5 / 4
Sep 23 → Sep 25 Awaiting Parts ⏸ Paused 2 —
Sep 25 → Sep 26 Ready for Scheduling ▶ Running 1 6 / 4
Sep 26 → Sep 26 Entered ▶ Running 0 6 / 4
Sep 26 → Sep 26 Assigned ▶ Running 0 6 / 4
Sep 26 → Sep 26 Scheduled ▶ Running 0 6 / 4
Sep 26 → Sep 27 Tech On Site ▶ Running 0 6 / 4
Sep 27 → Sep 27 Completed ▶ Running 0 6 / 4
Sep 27 → Sep 29 Closed ▶ Running 1 7 / 4
Sep 29 → Sep 30 WO Correction Needed ▶ Running 1 8 / 4
Sep 30 → Sep 30 Scheduled ▶ Running 0 8 / 4
Sep 30 → Sep 30 WO Correction Needed ▶ Running 0 8 / 4
Sep 30 → Sep 30 Scheduled ▶ Running 0 8 / 4
Sep 30 → Oct 1 Closed ▶ Running 1 9 / 4
Oct 1 → Oct 1 WO Correction Needed ▶ Running 0 9 / 4
Oct 1 → Oct 1 Scheduled ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 2.4d
Holding 0.0d (excluded)
Coordinators 9.1d
Field Work 2.3d
Billing 2.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Holding (excluded from total)
0.0 days
Coordinators
9.1 days
Over SLA
Field Work
2.3 days
Over SLA
Billing
2.3 days
Created: Sep 16, 2025 Due: Oct 2, 2025 Completed: Oct 1, 2025 (1 days early)
📅
11.4 days Total Age
⏱️
2.8d in Assigned Longest Stage
🔄
26 transitions Status Changes
⚠️
4.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michah Brackett — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 17, 2025
Visit 2 Sep 23, 2025
Visit 3 Sep 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527590
Midmark Service Request Dispatch Authorization - WO-00105036
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD No function ADDITIONAL NOTES Contact office number. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. CR CODES Problem Cause Resolution CYCLE INTERRUPTED ERROR UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ryan Harding
Owner
John Rolston
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304773 (current) Invoiced
Repair • Michah Brackett
Created: Sep 16, 2025 • Closed: Oct 1, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 2.8 days stuck in "Assigned"
⏱️
Total Delay 4.5 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
2.9d / 1.0d SLA
Assigned
3.3d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
On Hold
0.0d
Reschedule
0.0d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Awaiting Parts
2.4d / 3.0d SLA
Closed
2.9d / 1.0d SLA
WO Correction Needed
2.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/01/25 DC. Note to make sure Micah is exempt from corrections on this one.

10/01/2025 NSuarez we are still missing SRA from 9/17 per chatter tech is no longer with EMSAR we can't bill awaiting a resolution from supervisor please don't close unless we have SRA for 9/17.

9-30 Pgreen FSE from 9-17 is no longer with Emsar. Other 2 dates of service now have an SRA uploaded

9-29 Pgreen Jmorris to upload SRA for 9-23

9/29/25 NSuarez SRA for the date of 9/17/25 and 9/23/2025 are missing please attach SRA forms.

9-26 Mburris called site and set appt with POC 

9/25/2025jsells

Ship To Name: CU Medicine Ship To Address: 13199 E Montview Blvd Ship To City/State: AURORA, CO 80045-7202 Waybill (Tracking #): 1ZE444250174847904 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 25-SEP-2025 LINE NO: 1.1 QTY: 2 ITEM: 002-10880-00 SERIAL #: DESCRIPTION: M11-05X DOOR & DAM GASKET KIT


9/22 KKelch called Ryan to schedule for 9/23 between 11:30 and 12:30 pm. Customer confirmed. 

9/22 KKelch called Ryan to schedule for today between 4:30 and 5:30 pm. Left VM, placed on hold. 

9/19 KKelch called Ryan to schedule for 9/23 between 2:30 and 3:30 pm. Left VM. 

9/18 KKelch called Ryan to reschedule for 9/23 between 12 and 1 pm. Left VM. Placed in R/S

9/16/25 SReich - Spoke to Ryan, gave him the WO # and told him someone would be reaching out to schedule.

17 Sept 2025 Talked to John and Jason at Midmark they think it might be user error. over loading. I ran two different cycles with nothing in it, then I had the customer load one of their normal loads, they put in a bunch of cassettes and it was overloaded,, they ran it and got an error Error Code 0746-044C Chamber temp hi during sterilization mode. / it burnt the bottom cassette packaging. Another User said that this last load was over packed and they have been having issues and some one else came to work on this unit maybe a month ago. I only see one work order on this serial #j. I started troubleshooting via the error code and found no issues with voltages or resistance checks, then the display started changing modes on its on. Unit is still bad and customer and mananager are aware that I will be back tomorrow.

🔧 Work Performed
9-26-25-mbrac-installed new door gasket per midmark specs and did functional test. no leaking and completed a full cycle 09-23 JM: Checked voltages on main board. Checked resistance of heater probe. Checked resistance of heater coil. Tightened down return line from solenoid. Ran test cycle and found water leaking from door during cycle. Ordering new door seal. Ryan / manager says excess water in chamber at various times, unit under warranty and its happened many times. Ran a wrapped cycle Had user load cassettes and unit failed, burnt cassette at bottom of package. Error Error code 0746-004c chamber temp high during sterilization mode Unit was also saying monthly maintenance not done. I trouble shoot unit per error code could not find anything not meeting
🔍 Technician Findings
09-23 JM: C0746-044C error-water leaking from door seal. Lead Tech says 1 time power outage and another package was burnt and came out wet. Last error in memory "touch screen power loss on 9/5/2025.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD No function ADDITIONAL NOTES Contact office number. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. CR CODES Problem Cause Resolution CYCLE INTERRUPTED ERROR UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Sep 16, 12:02 PM
Case Number: 00527590
Subject: Midmark Service Request Dispatch Authorization - WO-00105036
Status: Closed
📋
Work Order Created Sep 16, 4:37 PM
Work Order: WO-01304773
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Sep 16, 4:48 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
2 Technician Assigned Sep 17, 9:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 26m
👷
▶
3 Technician Assigned Sep 17, 11:22 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2h 9m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-17T19:00:00.000+0000
🔧
Status: Tech On Site by Thurman Davis Sep 17, 2:54 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3h 30m
⏱️
4x Labor Added Sep 17, 9:10 PM
Type: Labor, Travel
Status: Open
Qty: 1, 4, 20
🔄
▶
2 Status: Reschedule Sep 18, 1:41 PM
Status: Reschedule → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
⏳ 3.0 business days
🆕
Status: Entered by Kaitlyn Kelch Sep 22, 11:26 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 3d 21h, 0m
🔄
Status: Reschedule by Kaitlyn Kelch Sep 22, 11:38 AM
From: On Hold
To: Reschedule
Duration in Previous: 11m
👷
▶
4 Status: Assigned Sep 22, 11:44 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Jason Morris
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-23T17:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jason Morris Sep 23, 3:48 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
🚗
▶
4 3x Travel Added Sep 23, 5:08 PM
3x Travel Added → Status: Tech Off Site → Parts Requested → Status: Awaiting Parts
🚗
Status: Tech Off Site by Jason Morris
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 20m
📦
Parts Requested
Order: 00082243
Status: Closed
📦
Status: Awaiting Parts by Jason Morris
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 1m
⏳ 2.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Sep 25, 3:52 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 22h
🆕
▶
2 Status: Entered Sep 26, 12:14 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: a0h8Y00000HO6BiQAL, Michah Brackett
🗓️
▶
2 Status: Scheduled Sep 26, 2:07 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-26T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Sep 26, 2:48 PM
Scheduled For: 2025-09-26T22:00:00.000+0000, 2025-09-26T21:30:00.000+0000
🔧
Status: Tech On Site by Michah Brackett Sep 26, 4:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 52m
⏱️
4x Labor Added Sep 26, 8:25 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 30
⏱️
▶
2 Labor Added Sep 26, 8:31 PM
Labor Added → Status: Completed
✔️
Status: Completed by Michah Brackett
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 31m, 0m
⏳ 1.4 business days
✏️
Status: WO Correction Needed by Nancy Suarez Sep 29, 1:41 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 17h
👷
▶
2 Technician Assigned Sep 29, 10:13 PM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Peter Green
From: WO Correction Needed, Scheduled
To: Scheduled, WO Correction Needed
Duration in Previous: 8h 31m, 0m
👷
▶
3 Technician Assigned Sep 30, 2:53 PM
Technician Assigned → Status: Scheduled → Status: Closed
🗓️
Status: Scheduled by Peter Green
From: WO Correction Needed
To: Scheduled
Duration in Previous: 16h 39m
🏁
Status: Closed by Peter Green
From: Scheduled
To: Closed
Duration in Previous: 4m
✏️
Status: WO Correction Needed by Nancy Suarez Oct 1, 8:25 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 17h 27m
👷
▶
2 Technician Assigned Oct 1, 9:58 AM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Peter Green
From: WO Correction Needed
To: Scheduled
Duration in Previous: 1h 33m
👷
Technician Assigned by Scott Berry Oct 1, 10:50 AM
Technician: a0h8Y00000HO6BiQAL, Michah Brackett
👷
Technician Assigned by Peter Green Oct 1, 11:11 AM
Technician: Scott A Berry
👷
Technician Assigned by Scott Berry Oct 1, 11:17 AM
Technician: Michah Brackett
🏁
Status: Closed by David Carvalho Oct 1, 11:36 AM
From: Scheduled
To: Closed
Duration in Previous: 1h 37m
📄
▶
2 Status: Ready to Bill Oct 1, 1:24 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created Oct 2, 11:05 AM
Invoice Number: SM-242555

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours

🔗 Related Artifacts

📞
Case 00527590
Closed
📦
Parts Order 00082243
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michah Brackett
Scheduled
Sep 26, 5:30 PM
Created
Sep 16, 4:37 PM
Invoice #
SM-242555

Work Details (12)

Name Type Status Qty Amount Date
WL-02939847 Labor Open 1 $0.00 Sep 17, 9:10 PM
WL-02939848 Labor Open 4 $440.00 Sep 17, 9:10 PM
WL-02939850 Travel Open 20 $0.00 Sep 17, 9:11 PM
WL-02939849 Travel Open 20 $110.00 Sep 17, 9:11 PM
WL-02946321 Travel Open 2 $110.00 Sep 23, 5:08 PM
WL-02946319 Labor Open 0.5 $0.00 Sep 23, 5:08 PM
WL-02946320 Labor Open 1.5 $165.00 Sep 23, 5:08 PM
WL-02951549 Labor Open 1.5 $0.00 Sep 26, 8:25 PM
WL-02951550 Labor Open 1 $110.00 Sep 26, 8:25 PM
WL-02951551 Travel Open 30 $110.00 Sep 26, 8:25 PM
WL-02951552 Travel Open 30 $0.00 Sep 26, 8:25 PM
WL-02951559 Labor Open 1 $0.00 Sep 26, 8:31 PM

Details