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WO-01310737 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 VPP Harvester Vet Hospital — 807 Village Center Dr, Burr Ridge IL, 60527

Oct 22, 2025 → Oct 30, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 28, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 22 → Oct 23, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 30, 2025
4 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Oct 22, 2025 Completed: Oct 30, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0 / 4
Oct 22 → Oct 22 Ready for Scheduling ▶ Running 0 0 / 4
Oct 22 → Oct 22 Assigned ▶ Running 0 0 / 4
Oct 22 → Oct 23 Awaiting Parts - Customer ⏸ Paused 1 —
Oct 23 → Oct 24 Ready for Scheduling ▶ Running 1 1 / 4
Oct 24 → Oct 24 Entered ▶ Running 0 1 / 4
Oct 24 → Oct 24 Assigned ▶ Running 0 1 / 4
Oct 24 → Oct 30 Scheduled ▶ Running 4 5 / 4
Oct 30 → Oct 30 Tech On Site ▶ Running 0 5 / 4
Oct 30 → Oct 30 Scheduled ▶ Running 0 5 / 4
Oct 30 → Oct 30 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Material Management 1.3d
Coordinators 8.0d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
8.0 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Oct 22, 2025 Due: Oct 30, 2025 Completed: Oct 30, 2025 (on time)
📅
7.0 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 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 Mike Huffman — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 30, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537343
Midmark Service Request Dispatch Authorization - WO-00118551
Closed
Zone 1 Dispatch Type Maintenance PROBLEM SUMMARY PM NWD ADDITIONAL NOTES PM Kit 002-10251-00 for M11 Sterilizer is already on site. Drop shipping parts to end-user on SO# 734019 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 for VetPro and Sterilizer: Tech to follow the checklist that is sent in the PM Kits Tech needs to show up on site with the proper supplies, including distilled water for the sterilizer Tech needs to submit to Midmark completed/signed checklist Tech should also leave a copy of completed checklist with Customer Tech needs to watch the training video (https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site (Sterilizer) Ship Exchanged Open 734019 002-10721-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Healy
Owner
Kimberly Hardison
Created
Oct 22, 2025
Work Orders from this Case (2)
WO-01310734 Invoiced
Preventive Maintenance • Mike Huffman
Created: Oct 22, 2025 • Closed: Oct 30, 2025
WO-01310737 (current) Invoiced
Preventive Maintenance • Mike Huffman
Created: Oct 22, 2025 • Closed: Oct 30, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 6.0 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
1.2d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Awaiting Parts - Customer
1.3d
Scheduled
5.1d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
3.3d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/4 NSuarez awaiting on Parent WO missing checklist.

10/24/2025 CRamen Ashley is off till next week. Spoke with Lisandra and scheduled for Thursday any time after 11am as they have dentals in the morning. 


10/23/2025 CRamen Logged email on WO-01310734 requesting Thursday 10/30/2025 with an arrival window between 8-10am. Placeholder set


10/22/2025 CRamen schedule with 01310734 which is in APC

🔧 Work Performed
10/30/2025 Mike Huffman. Completed the PM. Completed the PM checklist and Service Request Authorization. Obtained customer signature.
🔍 Technician Findings
M11 sterilizer is scheduled for a PM.
⚠️ Problem Description
Zone 1 Dispatch Type Maintenance PROBLEM SUMMARY PM NWD ADDITIONAL NOTES PM Kit 002-10251-00 for M11 Sterilizer is already on site. Drop shipping parts to end-user on SO# 734019 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 for VetPro and Sterilizer: Tech to follow the checklist that is sent in the PM Kits Tech needs to show up on site with the proper supplies, including distilled water for the sterilizer Tech needs to submit to Midmark completed/signed checklist Tech should also leave a copy of completed checklist with Customer Tech needs to watch the training video (https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site (Sterilizer) Ship Exchanged Open 734019 002-10721-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 22, 8:17 AM
Case Number: 00537343
Subject: Midmark Service Request Dispatch Authorization - WO-00118551
Status: Closed
📋
Work Order Created Oct 22, 10:41 AM
Work Order: WO-01310737
Type: Preventive Maintenance
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 22, 11:03 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 22m
👷
▶
2 Technician Assigned Oct 22, 11:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 45m
👤
Status: Awaiting Parts - Customer by Charles Ramen Oct 22, 5:39 PM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 5h 50m
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 23, 3:37 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 21h 58m
🆕
▶
2 Status: Entered Oct 24, 12:14 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Mike Huffman
📅
▶
2 Dispatch Scheduled Oct 24, 12:22 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 12h 7m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Oct 27, 9:15 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-30T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Oct 30, 11:20 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
⏱️
3x Labor Added Oct 30, 12:11 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 48
🗓️
▶
2 Status: Scheduled Oct 30, 12:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-30T18:30:00.000+0000
🔧
Status: Tech On Site by MICHAEL HUFFMAN Oct 30, 2:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 23m
✔️
Status: Completed by MICHAEL HUFFMAN Oct 30, 5:57 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 34m, 0m
⏳ 3.8 business days
📋
Status: 07e-Partial Project by Nancy Suarez Nov 4, 11:17 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 18h
📄
▶
3 Status: Ready to Bill Nov 5, 11:11 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Nov 6, 2:14 PM
Invoice Number: SM-245634

Bottlenecks

Assigned
Duration: 5.8 business hours (threshold: 4.0 business hours)
Exceeded by 1.8 business hours
Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00537343
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
Oct 30, 2:30 PM
Created
Oct 22, 10:41 AM
Invoice #
SM-245634

Work Details (3)

Name Type Status Qty Amount Date
WL-02989837 Labor Open 1.5 $0.00 Oct 30, 12:11 PM
WL-02989838 Labor Open 1 $240.00 Oct 30, 12:11 PM
WL-02989839 Travel Open 48 $110.00 Oct 30, 12:11 PM

Details