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WO-01308158 ↗ ServiceMax

MIDMARK • Repair • P4

📍 The Animal House — 21 Redbrook Rd, Buzzards Bay MA, 02532

Oct 7, 2025 → Oct 21, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 14, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 21, 2025)
🏭 Customer Supplied Parts (1)
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 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 14, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Oct 14, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 21, 2025
4 business days (counted)
Running total: 9 of 4 biz days used
Created: Oct 7, 2025 Completed: Oct 21, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0 / 4
Oct 7 → Oct 7 Ready for Scheduling ▶ Running 0 0 / 4
Oct 7 → Oct 8 Assigned ▶ Running 1 1 / 4
Oct 8 → Oct 9 Scheduled ▶ Running 1 2 / 4
Oct 9 → Oct 9 Entered ▶ Running 0 2 / 4
Oct 9 → Oct 9 Assigned ▶ Running 0 2 / 4
Oct 9 → Oct 14 Scheduled ▶ Running 2 4 / 4
Oct 14 → Oct 14 Awaiting Parts ⏸ Paused 0 —
Oct 14 → Oct 14 Ready for Scheduling ▶ Running 0 4 / 4
Oct 14 → Oct 15 Assigned ▶ Running 1 5 / 4
Oct 15 → Oct 21 Scheduled ▶ Running 4 9 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 12.9d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
12.9 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Oct 7, 2025 Due: Oct 21, 2025 Completed: Oct 21, 2025 (on time)
📅
9.7 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
6.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Oct 13, 2025
Visit 2 Oct 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533575
Midmark Service Request Dispatch Authorization - WO-00112806
Closed
Zone 1 NWD C575, C560 If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Heather Donnelly
Owner
Jessica Sells
Created
Oct 7, 2025
Work Orders from this Case (1)
WO-01308158 (current) Invoiced
Repair • David Cavaco
Created: Oct 7, 2025 • Closed: Oct 21, 2025
Completed with minor delays
Invoiced • 148 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 6.6 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
0.3d / 1.0d SLA
Assigned
3.5d / 0.5d SLA
Scheduled
9.1d / 2.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/15 KSmith -- Scheduled for 10/21 with facility. Heather was off but scheduled with another doctor. 1-3pm

10/14 KHardison: No ETA. Updated due date.

Ship To Name: The Animal House Ship To Address: 21 Redbrook Rd Ship To City/State: BUZZARDS BAY, MA 02532 Waybill (Tracking #): 1ZE444250373569605 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10016-00 SERIAL #: DESCRIPTION: Kit, M9 115V Manifold

10/8 KSmith -- Scheduled for Monday with Doc

10/7/2025jsells

spoke with Ilene, and I gave her the WO# and told her a coordinator would call them to schedule the onsite visit

🔧 Work Performed
Returned to location and replaced fill vent valve assembly. Than performed full function test.
🔍 Technician Findings
While inspecting the unit i noticed the unit was unlevel causing the water to not cover the heating element. Adjusted level and ran cycle. At the end of the cycle i received a C565 error, after further inspection i found the vent valve malfunctioning intermittently. Midmark is shipping new vent valve assembly to customer.
⚠️ Problem Description
Zone 1 NWD C575, C560 If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Oct 7, 12:53 PM
Case Number: 00533575
Subject: Midmark Service Request Dispatch Authorization - WO-00112806
Status: Closed
📋
▶
2 Work Order Created Oct 7, 2:29 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 7, 4:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 47m
🗓️
▶
2 Status: Scheduled Oct 8, 10:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-13T17:00:00.000+0000
🆕
▶
3 Status: Entered Oct 9, 9:49 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-13T13:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 3x Labor Added Oct 13, 9:05 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083465
Status: Closed
📦
Status: Awaiting Parts by DAVID CAVACO
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4d 11h
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 14, 10:42 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 13h 35m
👷
▶
2 Technician Assigned Oct 14, 10:59 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16m
🗓️
▶
2 Status: Scheduled Oct 15, 9:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-21T18:00:00.000+0000
⚠️ 5.0 business days
⏱️
3x Labor Added Oct 21, 7:25 PM
Type: Labor
Status: Open
Qty: 1
🚗
▶
3 2x Travel Added Oct 21, 7:35 PM
2x Travel Added → Status: Completed → Status: Closed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled
To: Completed
Duration in Previous: 6d 10h
🏁
Status: Closed by DAVID CAVACO
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Oct 23, 1:47 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Oct 27, 1:39 PM
Invoice Number: SM-244443

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.7 business hours
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00533575
Closed
📦
Parts Order 00083465
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Cavaco
Scheduled
Oct 21, 2:00 PM
Created
Oct 7, 2:29 PM
Invoice #
SM-244443

Work Details (8)

Name Type Status Qty Amount Date
WL-02969285 Labor Open 1 $0.00 Oct 13, 9:05 PM
WL-02969286 Labor Open 1.5 $165.00 Oct 13, 9:05 PM
WL-02969287 Travel Open 37 $110.00 Oct 13, 9:05 PM
WL-02979104 Labor Open 1 $0.00 Oct 21, 7:25 PM
WL-02979105 Labor Open 1 $110.00 Oct 21, 7:25 PM
WL-02979106 Labor Open 1 $0.00 Oct 21, 7:25 PM
WL-02979131 Travel Open 37 $110.00 Oct 21, 7:35 PM
WL-02979132 Travel Open 37 $0.00 Oct 21, 7:35 PM

Details