Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310874 ↗ ServiceMax

MIDMARK • Repair • P4

📍 North County Animal Hospital — 109 S 65th Ave Ste 106, RIDGEFIELD WA, 98642

Oct 22, 2025 → Nov 7, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 28, 2025
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Nov 8, 2025)
🏭 Customer Supplied Parts (1)
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 23, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 28, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 29, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 29 → Oct 30, 2025
1 business day (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Nov 5, 2025
4 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 8, 2025
0 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Nov 8 → Nov 8, 2025
0 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Completed
Nov 8 → Nov 8, 2025
0 business days (counted)
Running total: 11 of 4 biz days used
Created: Oct 22, 2025 Invoiced: Nov 8, 2025
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0 / 4
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 1 / 4
Oct 23 → Oct 28 Assigned ▶ Running 3 4 / 4
Oct 28 → Oct 29 Scheduled ▶ Running 1 5 / 4
Oct 29 → Oct 29 Tech On Site ▶ Running 0 5 / 4
Oct 29 → Oct 30 Awaiting Parts ⏸ Paused 1 —
Oct 30 → Nov 5 Ready for Scheduling ▶ Running 4 9 / 4
Nov 5 → Nov 5 Entered ▶ Running 0 9 / 4
Nov 5 → Nov 5 Assigned ▶ Running 0 9 / 4
Nov 5 → Nov 7 Scheduled ▶ Running 2 11 / 4
Nov 7 → Nov 8 Tech On Site ▶ Running 0 11 / 4
Nov 8 → Nov 8 Tech Off Site ▶ Running 0 11 / 4
Nov 8 → Nov 8 Completed ▶ Running 0 11 / 4
Dispatch 0.0d
Material Management 1.5d
Coordinators 14.7d
Field Work 1.0d
Billing 4.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
14.7 days
Over SLA
Field Work
1.0 days
Billing
4.9 days
Created: Oct 22, 2025 Due: Nov 7, 2025 Completed: Nov 8, 2025 (on time)
📅
12.5 days Total Age
⏱️
4.9d in WO Correction Needed Longest Stage
🔄
19 transitions Status Changes
⚠️
9.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 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 Jason Morris — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 29, 2025
Visit 2 Nov 7, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537556
Midmark Service Request Dispatch Authorization - WO-00118625
Closed
Travel Zone 2 PROBLEM SUMMARY WD High Temp Errors 074A-083c ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you DISPATCH ITEMS Serial # V2831732 Item M11-053 ITEM DESCRIPTION MIDMARK M11 STEAM STERILIZER, 115V, ANIMAL HEALTH PCR CODES Problem Cause Resolution HIGH TEMPERATURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shelbie Miller
Owner
Shelby Robinson
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310874 (current) Invoiced
Repair • Jason Morris
Created: Oct 22, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 4.9 days stuck in "WO Correction Needed"
⏱️
Total Delay 9.0 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
5.9d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Awaiting Parts
1.5d / 3.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.8d / 1.0d SLA
WO Correction Needed
4.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12 NSuarez Fill out PCR codes on SRA Problem change, cause change and Resolution change for date of service 10/29.

11/11 NSuarez SRA is missing for date of service 10/29/2025.

11-5 Mburris CB from site to set appt spoke with Shelbie

11/3/25 SReich

Your shipment

1ZE444250175431986

Scheduled Delivery

Today, November 03 by 12:00 P.M.


10/31/2025 JRolston - Per email from UPS, part shipped on wb 1ZE444250175431986 delayed due to mis-sort. No updated ETA as of yet.


10/30/25 SReich

Order No: 735745 Customer PO No: SR1480710 Customer: Midmark No Charge Service Request NO: 1480710 Ship To Name: North County Animal Hospital Ship To Address: 109 S 65th Ave Ste 106 Ship To City/State: RIDGEFIELD, WA 98642 Waybill (Tracking #): 1ZE444250175431986 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 30-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V


10-28 Mburris called site and set appt with Shelbie Miller

10/22/2025 SRobinson- Called Shelbie Miller, 1(360) 887-1838. Call range and then stared making loud beeping like noise so I disconnected the call. Called Shelbie Millers cell phone, 1(360) 702-9046. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
10-29 JM: Checked seal and verified placement. Cleaned seal and drum. Ran test cycle, air vent is leaking water back into the reservoir during cycle (valve is hot to touch, reservoir is hot and has condensation cycling through it). Steam during full cycle coming out of reservoir fill. Midmark ordering new part for next day. 11/7/25 - KC: Replaced air valve manifold.
🔍 Technician Findings
10-29 JM: Air vent solenoid is leaking hot water back into the reservoir. 11/7/25 - KC: As found: Air valve manifold leaking water.
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD High Temp Errors 074A-083c ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you DISPATCH ITEMS Serial # V2831732 Item M11-053 ITEM DESCRIPTION MIDMARK M11 STEAM STERILIZER, 115V, ANIMAL HEALTH PCR CODES Problem Cause Resolution HIGH TEMPERATURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 22, 3:28 PM
Case Number: 00537556
Subject: Midmark Service Request Dispatch Authorization - WO-00118625
Status: Closed
📋
Work Order Created Oct 22, 3:40 PM
Work Order: WO-01310874
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Oct 22, 3:46 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Oct 23, 10:47 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 1m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 28, 12:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-29T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jason Morris Oct 29, 2:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
🚗
Travel Added Oct 29, 3:02 PM
Type: Travel
Status: Open
Qty: 64
⏱️
Labor Added Oct 29, 3:18 PM
Type: Labor
Status: Open
Qty: 2
⏱️
▶
3 Labor Added Oct 29, 3:42 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084412
Status: Closed
📦
Status: Awaiting Parts by Jason Morris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 19m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Oct 30, 5:02 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 1h
⏳ 4.9 business days
🆕
▶
4 Status: Entered Nov 5, 11:54 AM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Michael Burris
Technician: a0h6e00000II9UBAA1, Kwame Cobb
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-07T17:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 0m
⏳ 3.0 business days
🔧
Status: Tech On Site by Kwame Cobb Nov 7, 12:26 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
🚗
Status: Tech Off Site by Kwame Cobb Nov 7, 9:05 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 38m
⏱️
3x Labor Added Nov 7, 9:13 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 45
✔️
▶
2 Status: Completed Nov 7, 9:31 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.3 business days
✏️
▶
3 Status: WO Correction Needed Nov 11, 4:17 PM
Status: WO Correction Needed → Technician Assigned → Status: WO Correction Needed
👷
Technician Assigned by Nancy Suarez
Technician: Jason Morris
✏️
Status: WO Correction Needed by Nancy Suarez
From: Scheduled
To: WO Correction Needed
Duration in Previous: 1m
🏁
Status: Closed by Jason Morris Nov 11, 5:13 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 53m
✏️
Status: WO Correction Needed by Nancy Suarez Nov 12, 11:44 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 18h 31m
⚠️ 5.0 business days
🏁
Status: Closed by Jason Morris Nov 18, 12:59 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 1h
📄
▶
2 Status: Ready to Bill Nov 19, 11:02 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 47.0 business days
🧾
Invoice Created Jan 29, 5:20 PM
Invoice Number: SM-246947

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Ready for Scheduling
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.1 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours

🔗 Related Artifacts

📞
Case 00537556
Closed
📦
Parts Order 00084412
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Nov 7, 12:00 PM
Created
Oct 22, 3:40 PM
Invoice #
SM-246947

Work Details (6)

Name Type Status Qty Amount Date
WL-02988246 Travel Open 64 $110.00 Oct 29, 3:02 PM
WL-02988297 Labor Open 2 $0.00 Oct 29, 3:18 PM
WL-02988357 Labor Open 1.25 $137.50 Oct 29, 3:42 PM
WL-03000826 Labor Open 1 $0.00 Nov 7, 9:13 PM
WL-03000827 Labor Open 1.5 $165.00 Nov 7, 9:13 PM
WL-03000828 Travel Open 45 $110.00 Nov 7, 9:13 PM

Details