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WO-01312152 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Barnet, Dulaney & Perkins Eye Ctr — 14820 N Del Webb Blvd, Sun City AZ, 85351-2146

Oct 30, 2025 → Nov 7, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 5, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 30 → Oct 30, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 31, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 7, 2025
5 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Oct 30, 2025 Completed: Nov 7, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0 / 4
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0 / 4
Oct 30 → Oct 30 Assigned ▶ Running 0 0 / 4
Oct 30 → Oct 30 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 30 → Oct 31 Ready for Scheduling ▶ Running 1 1 / 4
Oct 31 → Oct 31 Assigned ▶ Running 0 1 / 4
Oct 31 → Nov 7 Scheduled ▶ Running 5 6 / 4
Nov 7 → Nov 7 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 0.3d
Coordinators 7.8d
Field Work 0.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
7.8 days
Over SLA
Field Work
0.3 days
Created: Oct 30, 2025 Due: Nov 6, 2025 Completed: Nov 7, 2025 (on time)
📅
6.7 days Total Age
⏱️
5.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
5.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539592
Midmark Service Request Dispatch Authorization - WO-00122010
Closed
Travel Zone 1 PROBLEM SUMMARY WD Door motor issue ADDITIONAL NOTES Secondary contact's email is Tarra.stevens@bdpec.com. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2784297 Item M9-042 ITEM DESCRIPTION RITTER M9 STEAM STERILIZER 115V PCR CODES Problem Cause Resolution DOOR ISSUES C326 C38X UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 735850 002-0790-00 1.00000 Return Exchange Open 735850 002-0790-00 -1 Ship Exchanged Open 735850 S006-00909 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jennifer Coffey
Owner
Shelby Robinson
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312152 (current) Invoiced
Repair • Tyler Bollman
Created: Oct 30, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Invoiced • 125 days old
🚨
Primary Delay 5.6 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
1.4d / 1.0d SLA
Awaiting Parts - Customer
0.3d
Assigned
0.7d / 0.5d SLA
Scheduled
5.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/31 KKelch called Jennifer to schedule for 11/6 between 11:30 and 1:30 pm. She asked for 11/7 between 8 and 11 am. Customer confirmed. 

10/30/2025jsells

Ship To Name: Barnet, Dulaney & Perkins Eye Ctr Ship To Address: 14820 N Del Webb Blvd Ship To City/State: Sun City, AZ 85351-2146 Waybill (Tracking #): 1ZE444250375952062 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259049441204 DESCRIPTION: ARS LABEL, ST RT 47 WEST


10/30/2025 SRobinson- Called Jennifer Coffey, 971-226-8845. Spoke with Jennifer and gave her the WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
Located part, replaced door opening module and ran 2 test cycles to confirm proper operation
🔍 Technician Findings
Door not opening
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD Door motor issue ADDITIONAL NOTES Secondary contact's email is Tarra.stevens@bdpec.com. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V2784297 Item M9-042 ITEM DESCRIPTION RITTER M9 STEAM STERILIZER 115V PCR CODES Problem Cause Resolution DOOR ISSUES C326 C38X UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 735850 002-0790-00 1.00000 Return Exchange Open 735850 002-0790-00 -1 Ship Exchanged Open 735850 S006-00909 1.00000
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Oct 30, 10:51 AM
Case Number: 00539592
Subject: Midmark Service Request Dispatch Authorization - WO-00122010
Status: Closed
📋
▶
2 Work Order Created Oct 30, 2:16 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 30, 2:28 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 6m, 0m
📅
Status: Ready for Scheduling by Jessica Sells Oct 30, 4:47 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2h 18m
👷
▶
2 Technician Assigned Oct 31, 9:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 15m
👷
▶
4 Technician Assigned Oct 31, 2:52 PM
Technician Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 5h 53m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-07T16:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 4, 10:23 AM
Scheduled For: 2025-11-07T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Tyler Bollman Nov 7, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 20h
🚗
3x Travel Added Nov 7, 11:45 AM
Type: Travel, Labor
Status: Open
Qty: 15, 0.5, 2
✔️
Status: Completed by Tyler Bollman Nov 7, 12:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 52m
🏁
Status: Closed by Tyler Bollman Nov 7, 12:33 PM
From: Completed
To: Closed
Duration in Previous: 30m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 11, 10:43 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.0 business days
🧾
Invoice Created Nov 12, 12:12 PM
Invoice Number: SM-246182

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Assigned
Duration: 5.9 business hours (threshold: 4.0 business hours)
Exceeded by 1.9 business hours
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours

🔗 Related Artifacts

📞
Case 00539592
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Nov 7, 10:00 AM
Created
Oct 30, 2:16 PM
Invoice #
SM-246182

Work Details (3)

Name Type Status Qty Amount Date
WL-02999764 Travel Open 15 $110.00 Nov 7, 11:45 AM
WL-02999765 Labor Open 0.5 $0.00 Nov 7, 11:45 AM
WL-02999766 Labor Open 2 $220.00 Nov 7, 11:45 AM

Details