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WO-01306286 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Hood River County Health — 1109 June St, Hood River OR, 97031-1595

Sep 25, 2025 → Oct 7, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 1, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Oct 7, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 25 → Sep 26, 2025
1 business day (not counted)
5d
▶ Clock Running
Status: Ready for Scheduling
Sep 26 → Oct 3, 2025
5 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 7, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Sep 25, 2025 Tech Off Site: Oct 7, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 25 → Sep 25 Created ▶ Running 0 0 / 4
Sep 25 → Sep 25 Ready for Scheduling ▶ Running 0 0 / 4
Sep 25 → Sep 25 Assigned ▶ Running 0 0 / 4
Sep 25 → Sep 26 Awaiting Parts - Customer ⏸ Paused 1 —
Sep 26 → Oct 3 Ready for Scheduling ▶ Running 5 5 / 4
Oct 3 → Oct 7 Scheduled ▶ Running 2 7 / 4
Oct 7 → Oct 7 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 1.2d
Coordinators 9.0d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.2 days
Coordinators
9.0 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Sep 25, 2025 Due: Oct 3, 2025 Completed: Oct 7, 2025 (3 days late)
📅
8.4 days Total Age
⏱️
5.8d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530451
Midmark Service Request Dispatch Authorization - WO-00108744
Closed
Zone 2 WD/plumbing's loose ADDITIONAL NOTES Parts shipping via UPS Next Day Air. When calling Lindy, please leave a message first, then she will call the service company back. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 728841 014-0423-00 1.00000 Ship Exchanged Open 728841 014-0392-00 1.00000 Ship Exchanged Open 728841 014-0411-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lindy McCasland
Owner
Sherry Reich
Created
Sep 25, 2025
Work Orders from this Case (1)
WO-01306286 (current) Invoiced
Repair • Jason Morris
Created: Sep 25, 2025 • Closed: Oct 7, 2025
Completed with minor delays
Invoiced • 160 days old
🚨
Primary Delay 5.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 7.3 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
6.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
1.2d
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-3 Mburris called spoke with Lindy McCasland and set appt 10-6 

10-2 Mburris email set to POC

10-2 Mburris called LM on Vmail 


09/26/2025 JRolston - Per email from Midmark, ETA on wb 1ZE444250174981385 is Monday, 9/29. Updated work order accordingly. (UPS-Air-Next Day Air)


9/25/25 SReich - Spoke to Lindy, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
Replaced the T and copper line to the reservoir. Ran test cycle and not filling properly. Verified voltage going to the solenoids. Verified all lines tight. Ran I/O and verified water filling tank. Ran two test cycles with no issues.
🔍 Technician Findings
Return copper line no longer attached to vent T.
⚠️ Problem Description
Zone 2 WD/plumbing's loose ADDITIONAL NOTES Parts shipping via UPS Next Day Air. When calling Lindy, please leave a message first, then she will call the service company back. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 728841 014-0423-00 1.00000 Ship Exchanged Open 728841 014-0392-00 1.00000 Ship Exchanged Open 728841 014-0411-00 1.00000
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Sep 25, 2:49 PM
Case Number: 00530451
Subject: Midmark Service Request Dispatch Authorization - WO-00108744
Status: Closed
📋
▶
2 Work Order Created Sep 25, 4:25 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Technician Assigned Sep 25, 6:33 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 4m
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
📅
Status: Ready for Scheduling by John Rolston Sep 26, 1:45 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 19h 10m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Oct 3, 12:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-06T23:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Jason Morris Oct 6, 9:49 PM
Scheduled For: 2025-10-07T15:30:00.000+0000, 2025-10-07T14:30:00.000+0000
🔧
Status: Tech On Site by Jason Morris Oct 7, 10:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
⏱️
3x Labor Added Oct 7, 12:21 PM
Type: Labor, Travel
Status: Open
Qty: 2, 2.5, 104
🚗
Status: Tech Off Site by Jason Morris Oct 7, 12:41 PM
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 2h 31m, 0m
⏱️
▶
2 Labor Added Oct 7, 3:48 PM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 3h 7m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Oct 9, 4:15 PM
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 Oct 12, 8:28 PM
Invoice Number: SM-243296

Bottlenecks

Ready for Scheduling
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.9 business hours
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00530451
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Oct 7, 10:30 AM
Created
Sep 25, 4:25 PM
Invoice #
SM-243296

Work Details (4)

Name Type Status Qty Amount Date
WL-02961982 Labor Open 2 $0.00 Oct 7, 12:21 PM
WL-02961983 Labor Open 2.5 $275.00 Oct 7, 12:21 PM
WL-02961984 Travel Open 104 $230.00 Oct 7, 12:21 PM
WL-02962282 Labor Open 2 $0.00 Oct 7, 3:48 PM

Details