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WO-01308647 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Suffolk Surgical Associates — 10 Brentwood Rd, Bay Shore NY, 11706-8022

Oct 9, 2025 → Oct 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 16, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 15, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 10, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts
Oct 10 → Oct 13, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Oct 9, 2025 Completed: Oct 15, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0 / 4
Oct 9 → Oct 9 Ready for Scheduling ▶ Running 0 0 / 4
Oct 9 → Oct 9 Assigned ▶ Running 0 0 / 4
Oct 9 → Oct 10 Scheduled ▶ Running 1 1 / 4
Oct 10 → Oct 10 Tech On Site ▶ Running 0 1 / 4
Oct 10 → Oct 13 Awaiting Parts ⏸ Paused 0 —
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 1 / 4
Oct 13 → Oct 14 Assigned ▶ Running 1 2 / 4
Oct 14 → Oct 15 Scheduled ▶ Running 1 3 / 4
Oct 15 → Oct 15 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 3.6d
Field Work 0.8d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
3.6 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Oct 9, 2025 Due: Oct 20, 2025 Completed: Oct 15, 2025 (5 days early)
📅
3.6 days Total Age
⏱️
2.5d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
2.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by David Trost — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 9, 2025
Visit 2 Oct 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534246
Midmark Service Request Dispatch Authorization - WO-00113984
Closed
Zone 1 Dispatch Type Repair Email rebecca.bouziotis@stonybrookmedicine.edu PROBLEM SUMMARY WD/no function ADDITIONAL NOTES High Priority Repair! For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rebecca Bouziotis
Owner
Kimberly Hardison
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308647 (current) Invoiced
Repair • David Trost
Created: Oct 9, 2025 • Closed: Oct 15, 2025
Completed with minor delays
Invoiced • 146 days old
🚨
Primary Delay 2.5 days stuck in "Closed"
⏱️
Total Delay 2.0 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
0.0d / 1.0d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Assigned
1.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/14 KSmith -- Scheduled for tomorrow with Rebecca

10/13/2025 SRobinson- Order No: 731711


Customer PO No: SR1472640


Customer: Midmark No Charge


Service Request NO: 1472640


Ship To Name: Suffolk Surgical Associates


Ship To Address: 10 Brentwood Rd    


Ship To City/State: Bay Shore, NY 11706-8022


Waybill (Tracking #): 1ZE444250174065400


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 13-OCT-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259074365624 DESCRIPTION: ARS LABEL, ST RT 47 WEST


LINE NO: 4.1 QTY: 4 ITEM: 015-0346-07 SERIAL #: DESCRIPTION: FUSE


10/9 KSmith -- Scheduled for today with Rebecca before WO was created. Midmark called asking us soon we could get onsite before dispatching.

10/9 KHardison, No call needed, tech is on site.

🔧 Work Performed
10-9 dt Confirmed unit had a blown fuse. Replaced 15 amp fuse. System power restored. This is a newer version sterilizer. Older version sterilizer with the same issue would more than likely requiring new pc board. After a little discussion with midmar, they are going to send a new pc board. Will return when part is available when leaving the location i met the sales rep who inquired about the unit. i went back in with him to discuss my findings. 10-15 dt Replaced PC board. PC board work instructions step 9 stated to run qualification process. Qualification process according to work constructions said it was a three-stage process. Called midmark for clarification. Support stated to just run one cycle and if it passes cycle the unit is good to go. Unit passes cycle testing. Unit has been returned to service. 
🔍 Technician Findings
10-9 dt Confirmed unit had a blown fuse. Replaced 15 amp fuse. System power restored. This is a newer version sterilizer. Older version sterilizer with the same issue would more than likely requiring new pc board. After a little discussion with midmar, they are going to send a new pc board. Will return when part is available when leaving the location i met the sales rep who inquired about the unit. i went back in with him to discuss my findings. 10-15 dt Replaced PC board. PC board work instructions step 9 stated to run qualification process. Qualification process according to work constructions said it was a three-stage process. Called midmark for clarification. Support stated to just run one cycle and if it passes cycle the unit is good to go. Unit passes cycle testing. Unit has been returned to service. 
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email rebecca.bouziotis@stonybrookmedicine.edu PROBLEM SUMMARY WD/no function ADDITIONAL NOTES High Priority Repair! For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 9, 11:08 AM
Case Number: 00534246
Subject: Midmark Service Request Dispatch Authorization - WO-00113984
Status: Closed
📋
▶
4 Work Order Created Oct 9, 3:23 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HFAY4QAP, David Trost
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 4m, 0m
📅
Dispatch Scheduled by Kourtney Smith Oct 9, 3:29 PM
Scheduled For: 2025-10-09T18:00:00.000+0000
🔧
Status: Tech On Site by David Trost Oct 9, 8:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 47m
⏱️
▶
3 3x Labor Added Oct 9, 8:30 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083296
Status: Closed
📦
Status: Awaiting Parts by David Trost
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 14m
⏳ 1.4 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 13, 2:24 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 17h
👷
▶
2 Technician Assigned Oct 13, 4:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 36m
📅
▶
2 Dispatch Scheduled Oct 14, 8:50 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 16h 49m
⏳ 2.0 business days
🔧
Status: Tech On Site by David Trost Oct 15, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
▶
3 3x Labor Added Oct 15, 4:12 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 6h 12m
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 3.0 business days
🚗
▶
3 Travel Added Oct 17, 2:46 PM
Travel Added → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Nancy Suarez
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 1d 22h, 0m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 38.0 business days
🧾
Invoice Created Dec 12, 6:11 PM
Invoice Number: SM-244074

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00534246
Closed
📦
Parts Order 00083296
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Oct 15, 9:00 AM
Created
Oct 9, 3:23 PM
Invoice #
SM-244074

Work Details (7)

Name Type Status Qty Amount Date
WL-02965847 Labor Open 3 $0.00 Oct 9, 8:30 PM
WL-02965848 Labor Open 1.5 $165.00 Oct 9, 8:30 PM
WL-02965849 Labor Open 1.5 $0.00 Oct 9, 8:30 PM
WL-02971800 Labor Open 1.5 $0.00 Oct 15, 4:12 PM
WL-02971801 Labor Open 1.75 $192.50 Oct 15, 4:12 PM
WL-02971802 Travel Open 54 $110.00 Oct 15, 4:12 PM
WL-02974889 Travel Open 54 $110.00 Oct 17, 2:46 PM

Details