Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309327 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Kingdom Veterinary Clinic — 15051 County Road 1103, Flint TX, 75762-9461

Oct 14, 2025 → Oct 28, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 20, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 28, 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
2d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 16, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Oct 17 → Oct 20, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 21 → Oct 27, 2025
4 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
Created: Oct 14, 2025 Completed: Oct 28, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (10 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 Scheduled ▶ Running 2 2 / 4
Oct 16 → Oct 17 Tech On Site ▶ Running 1 3 / 4
Oct 17 → Oct 20 Awaiting Parts ⏸ Paused 1 —
Oct 20 → Oct 20 Ready for Scheduling ▶ Running 0 3 / 4
Oct 20 → Oct 21 Assigned ▶ Running 1 4 / 4
Oct 21 → Oct 27 Scheduled ▶ Running 4 8 / 4
Oct 27 → Oct 28 Tech On Site ▶ Running 1 9 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 9.1d
Field Work 1.9d
Billing 2.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
9.1 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
2.5 days
Created: Oct 14, 2025 Due: Oct 27, 2025 Completed: Oct 28, 2025 (on time)
📅
10.2 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
5.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 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 Darrell Hendrix — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 16, 2025
Visit 2 Oct 27, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00535425
Midmark Service Request Dispatch Authorization - WO-00115595
Closed
Travel Zone 2 PROBLEM SUMMARY WD 0747-0468 High pressure. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! DISPATCH ITEMS Serial # V2720382 Item M11-053 ITEM DESCRIPTION MIDMARK M11 STEAM STERILIZER, 115V, ANIMAL HEALTH PCR CODES Problem Cause Resolution HIGH PRESSURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Aileen Neri
Owner
Shelby Robinson
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309327 (current) Invoiced
Repair • Darrell Hendrix
Created: Oct 14, 2025 • Closed: Oct 28, 2025
Completed with minor delays
Invoiced • 141 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 5.1 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
0.1d / 1.0d SLA
Assigned
1.6d / 0.5d SLA
Scheduled
7.4d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
WO Correction Needed
2.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28/25 NSuarez SRA needs to be completed for date of service 10/16/2025 & 10/27/2025.

10/21 KKelch called Aileen to schedule for 10/27 between 1 and 3 pm. Customer confirmed. 

10/20/2025 SRobinson- Order No: 733100


Customer PO No: SR1475282


Customer: Midmark No Charge


Service Request NO: 1475282


Ship To Name: Kingdom Veterinary Clinic


Ship To Address: 15051 County Road 1103    


Ship To City/State: Flint, TX 75762-9461


Waybill (Tracking #): 1ZE444250373452347


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 20-OCT-2025  


LINE NO: 1.1 QTY: 1 ITEM: 002-10894-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR INTERLOCK


LINE NO: 2.1 QTY: 1 ITEM: 002-10896-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR MOTOR ASSY


LINE NO: 3.1 QTY: 1 ITEM: 002-10878-00 SERIAL #: DESCRIPTION: PM KIT, M11-05X


10/14 KKelch called Aileen to schedule for tomorrow between 9 and 11 am. She asked for Thursday between 1 and 2 pm. I confirmed that works for us.

10/14/2025 SRobinson- Called Aileen Neri, 1(903) 630-7059. Asked for Aileen, spoke with her and gave her the WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
I arrived on location and found said unit I then removed nothing covers from the unit. I found that the door motor on the unit the latch in the middle is bent and not causing the door to open correctly. Also the door and dam gasket is burnt to the high heat of the door not opening. And the filters in the chamber bring dirty all parts are being sent from midmark 10-27-2025 I arrived on location and found said unit. Meet with POC and got the parts needed for the repair that was provided by midmark. I then removed the side cover of the unit. I then removed the old door interlock and the door motor and removed the door and dam gasket from the unit. I then used part # 002-10894-00 X1 and 002-10896-00 X1 and 002-10878-00 X1. I then function tested the unit and unit passed all test of the unit did run two addditional cycles and unit passed all test. I hten placed the cover back on the unit. unit was then placed back in service.
🔍 Technician Findings
Found unit to be in operational 10-27-2025 unt in service
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD 0747-0468 High pressure. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! DISPATCH ITEMS Serial # V2720382 Item M11-053 ITEM DESCRIPTION MIDMARK M11 STEAM STERILIZER, 115V, ANIMAL HEALTH PCR CODES Problem Cause Resolution HIGH PRESSURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 14, 2:08 PM
Case Number: 00535425
Subject: Midmark Service Request Dispatch Authorization - WO-00115595
Status: Closed
📋
▶
2 Work Order Created Oct 14, 2:26 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 14, 3:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46m
👷
▶
3 Technician Assigned Oct 14, 3:23 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-16T18:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 7m
⏳ 3.0 business days
🔧
Status: Tech On Site by Darrell Hendrix Oct 16, 5:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
⏱️
▶
3 6x Labor Added Oct 16, 11:20 PM
6x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083728
Status: Closed
📦
Status: Awaiting Parts by Darrell Hendrix
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 6h 17m
⏳ 2.1 business days
📅
▶
2 Status: Ready for Scheduling Oct 20, 3:05 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Darrell Hendrix
📅
▶
2 Dispatch Scheduled Oct 21, 1:46 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 22h 39m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Darrell Hendrix Oct 27, 2:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
✔️
▶
2 Status: Completed Oct 27, 11:53 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 6, 2, 327, 246
🏁
Status: Closed by Darrell Hendrix Oct 28, 12:03 AM
From: Completed
To: Closed
Duration in Previous: 9m
✏️
Status: WO Correction Needed by Nancy Suarez Oct 28, 4:26 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 16h 23m
⏳ 2.9 business days
🏁
Status: Closed by Darrell Hendrix Oct 30, 3:59 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 23h
📄
▶
2 Status: Ready to Bill Oct 31, 12:47 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:33 AM
Invoice Number: SM-245380

Bottlenecks

Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business hours
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00535425
Closed
📦
Parts Order 00083728
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Oct 27, 2:00 PM
Created
Oct 14, 2:26 PM
Invoice #
SM-245380

Work Details (11)

Name Type Status Qty Amount Date
WL-02973957 Labor Open 2 $0.00 Oct 16, 11:20 PM
WL-02973958 Labor Open 1.5 $165.00 Oct 16, 11:20 PM
WL-02973959 Labor Open 5 $0.00 Oct 16, 11:20 PM
WL-02973960 Travel Open 110 $110.00 Oct 16, 11:20 PM
WL-02973961 Travel Open 328 $0.00 Oct 16, 11:20 PM
WL-02973962 Expenses Open 1 $0.00 Oct 16, 11:20 PM
WL-02986131 Labor Open 6 $0.00 Oct 27, 11:58 PM
WL-02986132 Labor Open 2 $220.00 Oct 27, 11:58 PM
WL-02986133 Labor Open 6 $0.00 Oct 27, 11:58 PM
WL-02986134 Travel Open 327 $110.00 Oct 27, 11:58 PM
WL-02986135 Travel Open 246 $0.00 Oct 27, 11:58 PM

Details