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WO-01307695 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 Spira Care — 2301 Main St,, Kansas City MO, 64108-2442

Oct 3, 2025 → Oct 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 9, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 3 → Oct 6, 2025
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 8, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 10, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 3, 2025 Completed: Oct 10, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0 / 4
Oct 3 → Oct 3 Ready for Scheduling ▶ Running 0 0 / 4
Oct 3 → Oct 3 Assigned ▶ Running 0 0 / 4
Oct 3 → Oct 6 Awaiting Parts - Customer ⏸ Paused 1 —
Oct 6 → Oct 8 Ready for Scheduling ▶ Running 2 2 / 4
Oct 8 → Oct 8 Assigned ▶ Running 0 2 / 4
Oct 8 → Oct 10 Scheduled ▶ Running 2 4 / 4
Oct 10 → Oct 10 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 5.9d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
5.9 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Oct 3, 2025 Due: Oct 15, 2025 Completed: Oct 11, 2025 (4 days early)
📅
5.7 days Total Age
⏱️
2.8d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
2.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532804
Midmark Service Request Dispatch Authorization - WO-00111969
Closed
Zone 1 PM NWD 5 YR Please contact mobile number to schedule. Drop shipping parts to end-user on SO# 730464 via UPS Ground. Tracking number will be sent to the service company. If assistance or parts are needed, please contact Medical 844-856-1230. Thank you! PM Service Requirements: Tech needs to watch the training video ( https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site Tech to follow the checklist that is sent in the PM Kit Tech needs to show up on site with the proper supplies (including distilled water) Tech needs to submit to Midmark completed/signed checklist Tech should also leave a copy of completed checklist with Customer
Priority
Standard
Origin
Email
Reason
New Case
Contact
Angie Doss
Owner
Jessica Sells
Created
Oct 3, 2025
Work Orders from this Case (1)
WO-01307695 (current) Invoiced
Preventive Maintenance • Blake Ward
Created: Oct 3, 2025 • Closed: Oct 10, 2025
Completed with minor delays
Invoiced • 152 days old
🚨
Primary Delay 2.8 days stuck in "Scheduled"
⏱️
Total Delay 2.1 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
2.6d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Assigned
0.5d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/09/2025 SRobinson- Due date updated to match tracking. arrival 10/09. 1ZE444250375559354

10/8/25 SReich

Your shipment

1ZE444250375559354

The delivery date will be provided as soon as possible.

The shipping address provided is either incorrect or incomplete.


10/8 KKelch called Angie to schedule for 10/10 between 12 and 2 pm. Customer confirmed. 

10/8 KKelch called Angie to schedule for tomorrow between 12 and 2 pm. Left VM. 

10/6/2025jsells

Ship To Name: Spira Care Ship To Address: 2301 Main St Ship To City/State: Kansas City, MO 64108-2442 Waybill (Tracking #): 1ZE444250375559354 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 06-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10251-00 SERIAL #: DESCRIPTION: M11 PERIODIC MAINTENANCE SERVICE


10/3/2025jsells

left a voicemail with the WO# and I told them a coordinator would call them to schedule the onsite visit

🔧 Work Performed
PM sterilizer. Instead PM kit tested all functions and confirmed unit is working properly.
🔍 Technician Findings
Customer location is 3717 S Whitney Ave Independence, MO 64055 United States No problems found. Sterilizer needs periodic maintenance.
⚠️ Problem Description
Zone 1 PM NWD 5 YR Please contact mobile number to schedule. Drop shipping parts to end-user on SO# 730464 via UPS Ground. Tracking number will be sent to the service company. If assistance or parts are needed, please contact Medical 844-856-1230. Thank you! PM Service Requirements: Tech needs to watch the training video ( https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site Tech to follow the checklist that is sent in the PM Kit Tech needs to show up on site with the proper supplies (including distilled water) Tech needs to submit to Midmark completed/signed checklist Tech should also leave a copy of completed checklist with Customer
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 3, 1:06 PM
Case Number: 00532804
Subject: Midmark Service Request Dispatch Authorization - WO-00111969
Status: Closed
📋
▶
2 Work Order Created Oct 3, 2:13 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Oct 3, 4:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2h 38m, 0m
⏳ 1.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Oct 6, 5:54 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 1h
⏳ 2.8 business days
👷
▶
2 Technician Assigned Oct 8, 9:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 15h
🗓️
▶
2 Status: Scheduled Oct 8, 1:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-10T17:00:00.000+0000
💵
Expenses Added Oct 9, 1:38 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Blake Ward Oct 10, 2:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
🚗
2x Travel Added Oct 10, 4:00 PM
Type: Travel
Status: Open
Qty: 110, 230
⏱️
Labor Added Oct 10, 4:33 PM
Type: Labor
Status: Open
Qty: 4.75
✔️
▶
2 Status: Completed Oct 10, 4:56 PM
Status: Completed → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.25
⏱️
Labor Added Oct 10, 9:23 PM
Type: Labor
Status: Open
Qty: 4
🏁
Status: Closed by Blake Ward Oct 10, 9:34 PM
From: Completed
To: Closed
Duration in Previous: 4h 38m
⏳ 1.3 business days
📄
Status: Ready to Bill by Nancy Suarez Oct 14, 4:33 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 18h, 0m
💰
Status: Invoiced by Nancy Suarez Oct 14, 4:46 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 12m
🧾
Invoice Created Oct 15, 2:16 PM
Invoice Number: SM-243542

Bottlenecks

Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Assigned
Duration: 4.2 business hours (threshold: 4.0 business hours)
Exceeded by 0.2 business hours
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

📞
Case 00532804
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Blake Ward
Scheduled
Oct 10, 1:00 PM
Created
Oct 3, 2:13 PM
Invoice #
SM-243542

Work Details (6)

Name Type Status Qty Amount Date
WL-02965113 Expenses Open 1 $0.00 Oct 9, 1:38 PM
WL-02966802 Travel Open 110 $110.00 Oct 10, 4:00 PM
WL-02966803 Travel Open 230 $0.00 Oct 10, 4:00 PM
WL-02966877 Labor Open 4.75 $0.00 Oct 10, 4:33 PM
WL-02966941 Labor Open 2.25 $240.00 Oct 10, 4:57 PM
WL-02967331 Labor Open 4 $0.00 Oct 10, 9:23 PM

Details