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← WO Overview

WO-01305268 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Family Animal Hospital — 11986 Dorsett Rd, Maryland Heights MO, 63043

Sep 19, 2025 → Sep 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 25, 2025
✗ SLA Missed
Active: 2 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 19 → Sep 23, 2025
2 business days (not counted)
1d
▶ Clock Running
Status: Scheduled
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Completed
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Closed
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Reschedule
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 25, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Sep 19, 2025 Completed: Sep 25, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0 / 4
Sep 19 → Sep 19 Ready for Scheduling ▶ Running 0 0 / 4
Sep 19 → Sep 19 Assigned ▶ Running 0 0 / 4
Sep 19 → Sep 23 Awaiting Parts - Customer ⏸ Paused 2 —
Sep 23 → Sep 24 Scheduled ▶ Running 1 1 / 4
Sep 24 → Sep 24 Tech On Site ▶ Running 0 1 / 4
Sep 24 → Sep 24 Completed ▶ Running 0 1 / 4
Sep 24 → Sep 24 Closed ▶ Running 0 1 / 4
Sep 24 → Sep 24 Reschedule ▶ Running 0 1 / 4
Sep 24 → Sep 24 Assigned ▶ Running 0 1 / 4
Sep 24 → Sep 25 Scheduled ▶ Running 1 2 / 4
Sep 25 → Sep 25 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.0d
Material Management 3.0d
Coordinators 3.1d
Field Work 1.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
3.1 days
Field Work
1.3 days
Billing
0.0 days
Created: Sep 19, 2025 Due: Sep 29, 2025 Completed: Sep 25, 2025 (4 days early)
📅
5.0 days Total Age
⏱️
3.0d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
0.2d 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 Kevin Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 24, 2025
Visit 2 Sep 25, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528644
Midmark Service Request Dispatch Authorization - WO-00106130
Closed
Zone 1 WD 0744-0968, 0746-034C, 0751-4468 ADDITIONAL NOTES Parts shipping Via UPS Next Day Air. Please call the office during business hours. Contact mobile if it is after 6pm. Ship Exchanged Open 727464 002-10899-00 1.00000 Ship Exchanged Open 727464 002-10896-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Janet Chipperfield
Owner
Sherry Reich
Created
Sep 18, 2025
Work Orders from this Case (1)
WO-01305268 (current) Invoiced
Repair • Kevin Cox
Created: Sep 19, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 166 days old
🚨
Primary Delay 3.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 0.2 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
3.0d
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/24 KKelch Dr. Chipperfield called me to schedule for 9/24 between 9 and 10 am. Customer confirmed. 

9/23 KKelch Dr. Chipperfield called me back to schedule for tomorrow between 9 and 10 am. Customer confirmed. 

09/22/2025 SRobinson- due date updated to match tracking. No ETA. 1ZE444250174680307

9/19/25 SReich - Received two requests for this dispatch, per attached email from Midmark: My apologies . That most recent SRA paperwork was meant to have a revised note on the dispatch notes. I just added the customer down check. Please process the most recently sent SRA only. Thank you!


9/19/25 SReich - Sending an email due to the time difference.

🔧 Work Performed
Leveled Sterilizer. Tightened pipe fitting under chamber. Removed defective door motor and door switch. Installed new door motor and new switch. Tested door function and confirmed door opens properly. Ran multiple cycles all cycles passed.9/25/2025 kc could not reproduce customers reported problem
🔍 Technician Findings
Door not opening at end of cycle. Found door motor is defective and needs to be replaced. Found water leaking at a copper pipe fitting. Sterilizer is not level.
⚠️ Problem Description
Zone 1 WD 0744-0968, 0746-034C, 0751-4468 ADDITIONAL NOTES Parts shipping Via UPS Next Day Air. Please call the office during business hours. Contact mobile if it is after 6pm. DOOR OPEN ERROR INTERLOCK SYSTEM FAULTY ADJUST REPLACE PARTS Ship Exchanged Open 727464 002-10899-00 1.00000 Ship Exchanged Open 727464 002-10896-00 1.00000
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Sep 18, 4:31 PM
Case Number: 00528644
Subject: Midmark Service Request Dispatch Authorization - WO-00106130
Status: Closed
📋
▶
2 Work Order Created Sep 19, 8:23 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Sep 19, 8:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 30m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Sep 23, 3:30 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Awaiting Parts - Customer
To: Scheduled
Duration in Previous: 4d 6h
🔧
Status: Tech On Site by Blake Ward Sep 24, 11:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 8m
🚗
2x Travel Added Sep 24, 12:15 PM
Type: Travel
Status: Open
Qty: 40
⏱️
Labor Added Sep 24, 1:39 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Blake Ward Sep 24, 2:01 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 22m
⏱️
2x Labor Added Sep 24, 3:11 PM
Type: Labor
Status: Open
Qty: 2.25, 0.75
🏁
Status: Closed by Blake Ward Sep 24, 3:22 PM
From: Completed
To: Closed
Duration in Previous: 1h 21m
🔄
▶
3 Status: Reschedule Sep 24, 4:16 PM
Status: Reschedule → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Kevin Cox
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T14:00:00.000+0000
🔧
Status: Tech On Site by Kevin Cox Sep 25, 11:14 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18h 57m
🚗
▶
2 3x Travel Added Sep 25, 6:01 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 48m, 0m
📄
▶
2 Status: Ready to Bill Sep 26, 4:19 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:44 AM
Invoice Number: SM-242244

Bottlenecks

Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours

🔗 Related Artifacts

📞
Case 00528644
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Sep 25, 10:00 AM
Created
Sep 19, 8:23 AM
Invoice #
SM-242244

Work Details (8)

Name Type Status Qty Amount Date
WL-02947374 Travel Open 40 $110.00 Sep 24, 12:15 PM
WL-02947375 Travel Open 40 $0.00 Sep 24, 12:15 PM
WL-02947491 Labor Open 1 $0.00 Sep 24, 1:39 PM
WL-02947675 Labor Open 2.25 $247.50 Sep 24, 3:11 PM
WL-02947676 Labor Open 0.75 $0.00 Sep 24, 3:11 PM
WL-02949615 Travel Open 15 $110.00 Sep 25, 6:01 PM
WL-02949616 Labor Open 0.5 $0.00 Sep 25, 6:01 PM
WL-02949617 Labor Open 1.6666666666667 $192.50 Sep 25, 6:01 PM

Details