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WO-01309241 ↗ ServiceMax

MIDMARK • Repair • P4

📍 International Comm Health Services — 16549 Aurora Ave N, SHORELINE WA, 98133

Oct 14, 2025 → Nov 3, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 20, 2025
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 14 → Oct 16, 2025
2 business days (not counted)
7d
▶ Clock Running
Status: Ready for Scheduling
Oct 16 → Oct 27, 2025
7 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 27 → Oct 28, 2025
1 business day (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Nov 3, 2025
4 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 12 of 4 biz days used
Created: Oct 14, 2025 Completed: Nov 4, 2025
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0 / 4
Oct 14 → Oct 14 Ready for Scheduling ▶ Running 0 0 / 4
Oct 14 → Oct 14 Assigned ▶ Running 0 0 / 4
Oct 14 → Oct 16 Awaiting Parts - Customer ⏸ Paused 2 —
Oct 16 → Oct 27 Ready for Scheduling ▶ Running 7 7 / 4
Oct 27 → Oct 27 Scheduled ▶ Running 0 7 / 4
Oct 27 → Oct 27 Tech On Site ▶ Running 0 7 / 4
Oct 27 → Oct 28 Awaiting Parts ⏸ Paused 1 —
Oct 28 → Nov 3 Ready for Scheduling ▶ Running 4 11 / 4
Nov 3 → Nov 3 Scheduled ▶ Running 0 11 / 4
Nov 3 → Nov 4 Tech On Site ▶ Running 1 12 / 4
Dispatch 0.0d
Material Management 3.3d
Coordinators 14.8d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.3 days
Coordinators
14.8 days
Over SLA
Field Work
1.1 days
Billing
0.0 days
Created: Oct 14, 2025 Due: Nov 3, 2025 Completed: Nov 4, 2025 (on time)
📅
15.2 days Total Age
⏱️
8.0d in Ready for Scheduling Longest Stage
🔄
12 transitions Status Changes
⚠️
13.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 27, 2025
Visit 2 Nov 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535279
Midmark Service Request Dispatch Authorization - WO-00115131
Closed
Zone 1 WD 074a-083c High Temp error For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you Ship Exchanged Open 732266 002-10867-00 1.00000 Ship Exchanged Open 732266 042-0613-00 5.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sheila Warwick
Owner
Jessica Sells
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309241 (current) Invoiced
Repair • Tim Holman
Created: Oct 14, 2025 • Closed: Nov 3, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 8.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 13.0 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
13.8d / 1.0d SLA
Awaiting Parts - Customer
2.3d
Scheduled
0.9d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-3 Mburris email from POC to set

11-3 Mburris email sent to POC

11-3 Mburris called Lm on Vmail 

10-31 Mburris Lm on Vmail 

10/30/2025jsells

In Transit Notification, Tracking Number 1ZE444250175872867

Scheduled DeliveryToday, October 30 by 10:30 A.M


10-29 Mburris email sent to POC

10-29 Mburris called LM on Vmail 

10/29/2025jsells

1ZE444250175872867

The status of your package has changed.


Rescheduled Delivery Date: Thursday, 10/30/2025


Exception Reason: We’re sorry your package was delayed. Delivery will be delayed by one business day.


Exception Resolution: Delivery will be delayed by one business day.

10/28/25 SReich

Order No: 735186 Customer PO No: SR1474382 Customer: Midmark No Charge Service Request NO: 1474382 Ship To Name: International Comm Health Services Ship To Address: 16549 Aurora Ave N Ship To City/State: SHORELINE, WA 98133 Waybill (Tracking #): 1ZE444250175872867 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 28-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10867-00 SERIAL #: DESCRIPTION: KIT, 120V M11-05X HEATING ELEMENT


10-27 Mburris called site set appt with POC

10/16 KHardison: Updated due date.

1ZE444250374750899

Estimated delivery

Tuesday, October 21 between 10:15 A.M. - 2:15 P.M.

LINE NO: 1.1 QTY: 5 ITEM: 042-0613-00 SERIAL #: DESCRIPTION: RADIAL GRIPRING, 5/16 DIA LINE NO: 2.1 QTY: 1 ITEM: 002-10867-00 SERIAL #: DESCRIPTION: KIT, 120V M11-05X HEATING ELEMENT

10/14/2025jsells

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

🔧 Work Performed
11.3 Returned and installed heating element, tested multiple times with success, show staff results. 10.27 attempted to replace heating element but had problems attaching. I ended up damaging the element and have to have Midmark send another part. Advised POC that it will be another couple days.
🔍 Technician Findings
Overheating autoclave. new heating element sent to replace
⚠️ Problem Description
Zone 1 WD 074a-083c High Temp error For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you Ship Exchanged Open 732266 002-10867-00 1.00000 Ship Exchanged Open 732266 042-0613-00 5.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 14, 10:00 AM
Case Number: 00535279
Subject: Midmark Service Request Dispatch Authorization - WO-00115131
Status: Closed
📋
▶
2 Work Order Created Oct 14, 10:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Status: Assigned Oct 14, 5:27 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 16, 8:24 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 14h
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 1:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-27T20:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Oct 27, 3:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 23m
⏱️
▶
3 5x Labor Added Oct 27, 7:43 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084252
Status: Closed
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 23m
📅
Status: Ready for Scheduling by Sherry Reich Oct 28, 12:08 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 16h 20m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 11:32 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-03T21:30:00.000+0000
🔧
Status: Tech On Site by Tim Holman Nov 3, 4:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5h 8m
⏱️
5x Labor Added Nov 3, 8:34 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 2, 40, 35
✔️
Status: Completed by Tim Holman Nov 3, 8:43 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 2m, 0m
⏳ 3.4 business days
📄
Status: Ready to Bill by Nancy Suarez Nov 6, 10:57 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 14h, 0m
💰
Status: Invoiced by Nancy Suarez Nov 6, 11:05 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
⏳ 2.0 business days
🧾
Invoice Created Nov 9, 8:52 PM
Invoice Number: SM-245712

Bottlenecks

Ready for Scheduling
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00535279
Closed
📦
Parts Order 00084252
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Nov 3, 4:30 PM
Created
Oct 14, 10:37 AM
Invoice #
SM-245712

Work Details (10)

Name Type Status Qty Amount Date
WL-02985872 Labor Open 1.5 $0.00 Oct 27, 7:43 PM
WL-02985873 Labor Open 2 $220.00 Oct 27, 7:43 PM
WL-02985874 Labor Open 1.5 $0.00 Oct 27, 7:43 PM
WL-02985875 Travel Open 30 $110.00 Oct 27, 7:43 PM
WL-02985876 Travel Open 35 $0.00 Oct 27, 7:43 PM
WL-02995053 Labor Open 1 $0.00 Nov 3, 8:34 PM
WL-02995054 Labor Open 1.5 $165.00 Nov 3, 8:34 PM
WL-02995055 Labor Open 2 $0.00 Nov 3, 8:34 PM
WL-02995056 Travel Open 40 $110.00 Nov 3, 8:34 PM
WL-02995057 Travel Open 35 $0.00 Nov 3, 8:34 PM

Details