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WO-01308099 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 Lakehills Animal Health — 8997 FM 1283, Lakehills TX, 78063

Oct 7, 2025 → Nov 4, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 14, 2025
✗ SLA Missed (16 biz days late)
Active: 20 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 8 → Oct 8, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
10d
▶ Clock Running
Status: Assigned
Oct 8 → Oct 23, 2025
10 business days (counted)
Running total: 11 of 4 biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 23 → Nov 5, 2025
9 business days (counted)
Running total: 20 of 4 biz days used
Created: Oct 7, 2025 Completed: Nov 5, 2025
Business Days Used 20 / 4
0 4d budget +16d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0 / 4
Oct 7 → Oct 8 Ready for Scheduling ▶ Running 1 1 / 4
Oct 8 → Oct 8 Assigned ▶ Running 0 1 / 4
Oct 8 → Oct 8 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 8 → Oct 8 Ready for Scheduling ▶ Running 0 1 / 4
Oct 8 → Oct 23 Assigned ▶ Running 10 11 / 4
Oct 23 → Nov 5 Scheduled ▶ Running 9 20 / 4
Dispatch 0.0d
Material Management 0.3d
Coordinators 22.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
22.2 days
Over SLA
Billing
0.0 days
Created: Oct 7, 2025 Due: Oct 14, 2025 Completed: Nov 5, 2025 (21 days late)
📅
20.2 days Total Age
⏱️
11.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
19.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533518
Midmark Service Request Dispatch Authorization - WO-00112821
Closed
Zone 1 PM NWD ADDITIONAL NOTES Drop shipping parts to end-user on SO# 730937 via UPS Ground. Tracking number will be sent to the service company. If assistance or parts are needed, please contact Animal Health 844-856-1232. 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 Ship Exchanged Open 730937 002-10251-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Candi Corona
Owner
Sherry Reich
Created
Oct 7, 2025
Work Orders from this Case (1)
WO-01308099 (current) Invoiced
Preventive Maintenance • Chane Lacy
Created: Oct 7, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 11.0 days stuck in "Assigned"
⏱️
Total Delay 19.7 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
1.9d / 1.0d SLA
Awaiting Parts - Customer
0.3d
Assigned
11.0d / 0.5d SLA
Scheduled
9.3d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/23 KKelch called Candi to schedule for 10/29 between 12:30 and 2:30 pm. She asked for Tuesdays for scheduling, I offered 11/4 between 9 and 11 am. Customer confirmed.

10/16 KKelch called Candi to schedule for 10/20 between 9 and 11 am. Left VM.

10/15/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250374893619

The status of your package has changed.


Rescheduled Delivery Date: Thursday, 10/16/2025


Exception Reason: We missed you again. We'll make a final attempt on the next business day.


Exception Resolution: Your delivery has been rescheduled for the next business day.


10/14/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250374893619

The status of your package has changed.


Rescheduled Delivery Date: Wednesday, 10/15/2025


Exception Reason: The receiving business was closed. A second attempt will be made on the next business day.


Exception Resolution: Your delivery has been rescheduled for the next business day.

10/13 KKelch called Candi to schedule for 10/15 between 2 and 3 pm. They are closed 10/13-10/15. Left VM. 

10/10 KKelch called Candi to schedule for 10/15 between 2 and 3 pm. Emily let me know that she will be in this afternoon. 

10/8/25 SReich

Order No: 730937 Customer PO No: SR1470820 Customer: Lakehills Animal Hospital Service Request NO: 1470820 Ship To Name: Lakehills Animal Hospital Ship To Address: 8997 FM 1283 Ship To City/State: LAKEHILLS, TX 78063 Waybill (Tracking #): 1ZE444250374893619 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 08-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10251-00 SERIAL #: DESCRIPTION: M11 PERIODIC MAINTENANCE SERVICE


10/7/25 SReich - Spoke to Emily, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
Complete PM Service to manufacture specs. Functional testing passed. This unit is ready to return to service
🔍 Technician Findings
PM Service requested
⚠️ Problem Description
Zone 1 PM NWD ADDITIONAL NOTES Drop shipping parts to end-user on SO# 730937 via UPS Ground. Tracking number will be sent to the service company. If assistance or parts are needed, please contact Animal Health 844-856-1232. 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 Ship Exchanged Open 730937 002-10251-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 7, 11:13 AM
Case Number: 00533518
Subject: Midmark Service Request Dispatch Authorization - WO-00112821
Status: Closed
📋
Work Order Created Oct 7, 12:32 PM
Work Order: WO-01308099
Type: Preventive Maintenance
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Oct 7, 12:37 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Oct 8, 9:22 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 20h 44m, 0m
📅
▶
3 Status: Ready for Scheduling Oct 8, 11:42 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
🚨 11.0 business days
👷
▶
3 Technician Assigned Oct 23, 11:35 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 14d 23h
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-04T15:00:00.000+0000
⚠️ 9.0 business days
⏱️
5x Labor Added Nov 4, 9:12 PM
Type: Labor, Travel
Status: Open
Qty: 4.5, 2, 255
✔️
Status: Completed by Chane Lacy Nov 4, 9:19 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 12d 10h, 0m
⏳ 2.3 business days
📄
▶
2 Status: Ready to Bill Nov 6, 1:46 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 Nov 9, 7:25 PM
Invoice Number: SM-245744

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours
Assigned
Duration: 11.0 business days (threshold: 4.0 business hours)
Exceeded by 10.5 business days
Scheduled
Duration: 9.3 business days (threshold: 2.0 business days)
Exceeded by 7.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00533518
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Chane Lacy
Scheduled
Nov 4, 10:00 AM
Created
Oct 7, 12:32 PM
Invoice #
SM-245744

Work Details (5)

Name Type Status Qty Amount Date
WL-02996487 Labor Open 4.5 $0.00 Nov 4, 9:12 PM
WL-02996488 Labor Open 2 $240.00 Nov 4, 9:12 PM
WL-02996489 Labor Open 4.5 $0.00 Nov 4, 9:12 PM
WL-02996490 Travel Open 255 $110.00 Nov 4, 9:12 PM
WL-02996491 Travel Open 255 $0.00 Nov 4, 9:12 PM

Details