Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305490 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Best Friends Animal Society — 1845 Pontius Ave, Los Angeles CA, 90025-4305

Sep 22, 2025 → Dec 5, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 26, 2025
✗ SLA Missed (29 biz days late)
Active: 33 biz days
Paused: 17 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 6, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 23 → Oct 1, 2025
6 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Oct 2 → Oct 20, 2025
11 business days (not counted)
5d
▶ Clock Running
Status: Reschedule
Oct 20 → Oct 27, 2025
5 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 27 → Oct 29, 2025
2 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 29 → Nov 2, 2025
2 business days (counted)
Running total: 17 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Nov 2 → Nov 10, 2025
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 10 → Nov 13, 2025
2 business days (counted)
Running total: 19 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 21, 2025
6 business days (counted)
Running total: 25 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 25 of 4 biz days used
▶ Clock Running
Status: Completed
Nov 22 → Nov 22, 2025
0 business days (counted)
Running total: 25 of 4 biz days used
▶ Clock Running
Status: Closed
Nov 22 → Nov 24, 2025
1 business day (counted)
Running total: 26 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Closed
Nov 25 → Nov 26, 2025
1 business day (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 28 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 26 → Dec 5, 2025
5 business days (counted)
Running total: 33 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 6, 2025
0 business days (counted)
Running total: 33 of 4 biz days used
Created: Sep 22, 2025 Completed: Dec 6, 2025
Business Days Used 33 / 4
0 4d budget +29d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0 / 4
Sep 22 → Sep 23 Ready for Scheduling ▶ Running 1 1 / 4
Sep 23 → Sep 23 Assigned ▶ Running 0 1 / 4
Sep 23 → Oct 1 Scheduled ▶ Running 6 7 / 4
Oct 1 → Oct 2 Tech On Site ▶ Running 1 8 / 4
Oct 2 → Oct 20 Awaiting Parts ⏸ Paused 11 —
Oct 20 → Oct 27 Reschedule ▶ Running 5 13 / 4
Oct 27 → Oct 29 Assigned ▶ Running 2 15 / 4
Oct 29 → Nov 2 Scheduled ▶ Running 2 17 / 4
Nov 2 → Nov 10 Awaiting Parts ⏸ Paused 6 —
Nov 10 → Nov 13 Ready for Scheduling ▶ Running 2 19 / 4
Nov 13 → Nov 21 Scheduled ▶ Running 6 25 / 4
Nov 21 → Nov 22 Tech On Site ▶ Running 0 25 / 4
Nov 22 → Nov 22 Completed ▶ Running 0 25 / 4
Nov 22 → Nov 24 Closed ▶ Running 1 26 / 4
Nov 24 → Nov 25 Ready for Scheduling ▶ Running 1 27 / 4
Nov 25 → Nov 26 Closed ▶ Running 1 28 / 4
Nov 26 → Nov 26 Reschedule ▶ Running 0 28 / 4
Nov 26 → Dec 5 Scheduled ▶ Running 5 33 / 4
Dec 5 → Dec 6 Tech On Site ▶ Running 0 33 / 4
Dispatch 0.0d
Material Management 16.9d
Coordinators 37.2d
Field Work 3.3d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
16.9 days
Over SLA
Coordinators
37.2 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
1.8 days
Created: Sep 22, 2025 Due: Dec 5, 2025 Completed: Dec 6, 2025 (on time)
📅
51.0 days Total Age
⏱️
10.9d in Awaiting Parts Longest Stage
🔄
25 transitions Status Changes
⚠️
36.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits (2 reschedules)
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 1, 2025
Visit 2 Oct 31, 2025
Visit 3 Nov 21, 2025
Visit 4 Nov 26, 2025
Visit 5 Dec 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529025
Midmark Service Request Dispatch Authorization - WO-00106635
Closed
Zone 1 WD One light is turning on, the other side isn't. ADDITIONAL NOTES Must be scheduled on a Wednesday or Friday. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Loera
Owner
Sherry Reich
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305490 (current) Invoiced
Repair • Omar Serrano
Created: Sep 22, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 163 days old
🚨
Primary Delay 10.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 36.0 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
6.6d / 1.0d SLA
Assigned
2.7d / 0.5d SLA
Scheduled
21.8d / 2.0d SLA
Tech On Site
3.3d / 1.0d SLA
Awaiting Parts
16.9d / 3.0d SLA
Reschedule
6.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.6d / 1.0d SLA
WO Correction Needed
1.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8/25 NSuarez SRA is missing for the date of 11/26/2025 and 12/5/2025.

12/1/2025 Sramen - found on the open wos with serviced date report. Removed the serviced & closed timestamps. Due date has already been updated on this one.

11-26 Mburris email from POC to set

11-26 Mburris email sent to POC

11-26 Mburris

1ZE444250371941296

Estimated delivery

Tuesday, December 02 between 11:30 A.M. - 3:30 P.M


11/25/2025jsells

Ship To Name: Best Friends Animal Society Ship To Address: 1845 Pontius Ave Ship To City/State: Los Angeles, CA 90025-4305 Waybill (Tracking #): 1ZE444250371941296 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 25-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-11820-00 SERIAL #: DESCRIPTION: MEMBRANE SWITCH, 255 MIDMARK


11/25/2025 Sramen - chatter to sup to find out why he moved this from closed to RFS.


11-13 MBurris site reached out to tech to set

11/10/2025 LHill-sent email to Michelle Loera-

Part is shipping today. As soon as we see ETA on the shipment we will be in contact to schedule the tech visit.

I'm adding @Michael Burris as he is the scheduling coordinator for this area.


11/10/2025 LHill-rec'd email from Michelle Loera-When Omar came out he realized the whole arm of the light fixture needed to be replaced. He did order it on that day 10/31. Do you have any tracking info on the part?

See logged email.


11/10/2025jsells

Ship To Name: Best Friends Animal Society Ship To Address: 1845 Pontius Ave Ship To City/State: Los Angeles, CA 90025-4305 Waybill (Tracking #): 1ZE444250370454341 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 07-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10086-00 SERIAL #: DESCRIPTION: 255 CROSS TUBE CEILING, SERVICE LINE NO: 2.1 QTY: 1 ITEM: 029-6432-00 SERIAL #: DESCRIPTION: 255 YOKE ASSY


10/29/2025 LHill-rec'd email from Michelle-I communicated with Omar and our practice manager and this Friday at 9:30 am is confirmed.

Thank you for all of your help with this. See logged email.


10-29 Mburris POC reached out to tech to set

10/29/2025 LHill-sent email to Michelle-What about 11/5 with tech arrival between 8am-10am?


10/29/2025 LHill-rec'd email from Michelle-Are there any Wednesdays or Fridays where they can start at an earlier time by chance? See logged email.


10/29/2025 LHill-sent email to Michelle-10/31 with tech arrival between 10-12 would that work?


10/28/2025 LHill-sent email to Michelle- I have 10/31 available. Would that work for you? See logged email.


10/28/2025 LHill-rec'd email from Michelle-​Thank you. We do have it. Do you have any openings on a Wednesday or a Friday as early as possible in the morning? I can do as early as 6am. See logged email.



10/27/2025 LHill-sent email to Michelle-Looks like it was "HARNESS, 255 INTERCONNECT 50""


10/27/2025 LHill-rec'd email from Michelle-do you know what the parts were? It was probably unboxed and put somewhere. 


10/27/25 RCook- Updated delay code to ASC related. Found that customer did answer call on 9/23/25 to schedule. WO was not placed into RFS after tracking was added. Technician placed WO into reschedule status on 10/19 with tracking information. Call to customer was not made until 10/27/25 to schedule.


10/27/2025 LHill-rec'd phone call from Michelle Loera and she doesn't know where the parts are at. Told her they were delivered on 10/8 at 1:27 PM and signed by Letti at the Front Desk. She said we would need to have tech come on a Wednesday or Thursday. She will check on the parts and we will schedule once those parts are confirmed received.


10/27/2025 LHill-sent email to Michelle Loera at k9development@gmail.com trying to schedule tech visit. Offered her 10/30 with tech arrival between 9:30 am-11:30am.


10/27/2025 LHill-LM at (310) 678-5577 for Michelle Loera trying to schedule tech visit.


10/19/2025 oserran


10/03/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250373594640

9-23 Mburris called site spoke with Michelle Loera she asked for 10-1

9/22/25 SReich - Sending an email due to the time difference.

🔧 Work Performed
inspect light and after checking fused and transformer could not find any issues with either. once getting to knuckle connections found that when light getting installed, wire connection became pinched between knuckle. Called midmark and was informed they would be sending wire harness. 10/31 Arrived on site and had to cut power to light just in case of any issues. Once finding circuit determined lights for room and surgical light on same breaker. Also found that when installed, installers stripped both allen pan head bolts. With no light in room went to hardware store to get extension cord to power on corded light and pick up new pan head bolts. AFter trying to get light head off from cross tube it would not come off. AFter several attempts and continuing not being able called midmark for help but even after speaking still could not solve issue. Midmark will send out new crosstube and yok, but customer insist that unit can only be worked on Wednesday’s or fridays 11/21 Arrived on site and takeing into facility by POC. Arrived on site and located all parts sent by midmark. Began by removing light head from yok and installing onto new yok. Moved on to installing yok onto new arm and removing current arm from downtube. Installed weight onto new arm as arm sent did not include weight. Removed down tube to install replace existing wiring. Reinstalled light and once installed confirmed function of light. Informed customer and had customer confirm function of light. Unit returned to service 11/26 Customer called that light now drifting down and touchpad looking off so would like to be checked out. Reopened WO and arrived on site but determined that the reason for light to be drifting after repair was due to the customer adding a vile of medicine to the handle of light. This caused the slight drift down but all it required was to have weight adjusted to counter balance the additional weight. 11/26 Customer called that light now drifting down and touchpad looking off so would like to be checked out. Reopened WO and arrived on site but determined that the reason for light to be drifting after repair was due to the customer adding a vile of medicine to the handle of light. This caused the slight drift down but all it required was to have weight adjusted to counter balance the additional weight. Contacted midmark about touch pad and they determined it was a bad touchpad, so they would send new touchpad. 12/5 Arrived on site and began by removing front plate to access touchpad. Removed current touchpad but once touchpad replaced issue still persisting. Removed complete front cover and swapped wire harness from opposite touchpad. That solved issues and was able to return unit to service, customer confirmed repair.
🔍 Technician Findings
Customer states that light will power off when turning light to certain positions
⚠️ Problem Description
Zone 1 WD One light is turning on, the other side isn't. ADDITIONAL NOTES Must be scheduled on a Wednesday or Friday. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark 255 (Series) (-001 thru -007) LED Procedure Light

Timeline

📞
Case Linked Sep 19, 3:41 PM
Case Number: 00529025
Subject: Midmark Service Request Dispatch Authorization - WO-00106635
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Sep 22, 9:11 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
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 23, 3:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 5h
📅
▶
2 Dispatch Scheduled Sep 23, 3:26 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 14m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Omar Serrano Oct 1, 12:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 20h
⏳ 2.0 business days
📦
▶
2 Parts Requested Oct 2, 4:08 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1d 3h
⏳ 2.2 business days
⏱️
▶
2 3x Labor Added Oct 6, 2:04 AM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.0 business days
🔄
Status: Reschedule by Omar Serrano Oct 19, 11:16 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 17d 7h
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Oct 27, 2:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Reschedule
To: Assigned
Duration in Previous: 7d 15h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 29, 11:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-31T16:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 4x Labor Added Nov 2, 12:52 PM
4x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084595
Status: Closed
📦
Status: Awaiting Parts by Omar Serrano
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4d 2h
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Nov 10, 11:14 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 22h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 13, 8:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-21T17:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Michael Burris Nov 18, 2:03 PM
Scheduled For: 2025-11-21T18:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Omar Serrano Nov 21, 1:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 5h
🚗
▶
2 3x Travel Added Nov 21, 11:06 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 9h 11m
🏁
Status: Closed by Omar Serrano Nov 21, 11:30 PM
From: Completed
To: Closed
Duration in Previous: 22m
⏳ 1.1 business days
📅
Status: Ready for Scheduling by Nicholas Willick Nov 24, 2:13 PM
From: Closed
To: Ready for Scheduling
Duration in Previous: 2d 14h
🏁
Status: Closed by Nicholas Willick Nov 25, 2:05 PM
From: Ready for Scheduling
To: Closed
Duration in Previous: 23h 52m
⏳ 2.0 business days
🔄
Status: Reschedule by David Carvalho Nov 26, 3:54 PM
From: Closed
To: Reschedule
Duration in Previous: 1d 1h
🗓️
▶
2 Status: Scheduled Nov 26, 5:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-05T17:00:00.000+0000
🚗
3x Travel Added Nov 26, 9:19 PM
Type: Travel, Labor
Status: Open
Qty: 25, 1.5, 0.25
⏳ 1.3 business days
📅
Dispatch Scheduled by Michael Burris Dec 1, 4:14 PM
Scheduled For: 2025-12-05T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Dec 2, 3:08 PM
Scheduled For: 2025-12-05T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 5, 1:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 19h
⏱️
▶
2 3x Labor Added Dec 5, 9:22 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 8h 21m
🏁
Status: Closed by Omar Serrano Dec 5, 9:47 PM
From: Completed
To: Closed
Duration in Previous: 24m
⏳ 1.3 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 8, 11:40 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 13h
🏁
Status: Closed by Omar Serrano Dec 9, 1:55 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 14h 15m
📄
▶
2 Status: Ready to Bill Dec 9, 12:42 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 5.0 business days
🧾
Invoice Created Dec 15, 9:55 AM
Invoice Number: SM-248571

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.7 business hours
Awaiting Parts
Duration: 10.9 business days (threshold: 3.0 business days)
Exceeded by 7.9 business days
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days

🔗 Related Artifacts

📞
Case 00529025
Closed
📦
Parts Order 00082857
Closed
📦
Parts Order 00084595
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Dec 5, 10:00 AM
Created
Sep 22, 9:11 AM
Invoice #
SM-248571

Work Details (17)

Name Type Status Qty Amount Date
WL-02960557 Labor Open 1.75 $192.50 Oct 6, 2:04 AM
WL-02960558 Travel Open 40 $110.00 Oct 6, 2:04 AM
WL-02960559 Labor Open 1.75 $0.00 Oct 6, 2:04 AM
WL-02960560 Expenses Open 1 $0.00 Oct 6, 2:05 AM
WL-02993228 Labor Open 1.25 $0.00 Nov 2, 12:52 PM
WL-02993229 Labor Open 4 $440.00 Nov 2, 12:52 PM
WL-02993230 Travel Open 30 $110.00 Nov 2, 12:52 PM
WL-02993231 Expenses Open 1 $0.00 Nov 2, 12:52 PM
WL-03017371 Travel Open 30 $110.00 Nov 21, 11:06 PM
WL-03017372 Labor Open 1.25 $0.00 Nov 21, 11:06 PM
WL-03017373 Labor Open 2 $220.00 Nov 21, 11:06 PM
WL-03021532 Travel Open 25 $110.00 Nov 26, 9:19 PM
WL-03021533 Labor Open 1.5 $0.00 Nov 26, 9:19 PM
WL-03021534 Labor Open 0.25 $27.50 Nov 26, 9:19 PM
WL-03028902 Labor Open 1.5 $0.00 Dec 5, 9:22 PM
WL-03028903 Travel Open 25 $110.00 Dec 5, 9:22 PM
WL-03028904 Labor Open 1 $110.00 Dec 5, 9:22 PM

Details