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← WO Overview

WO-01312699 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Rowan King of Prussia — 160 N Gulph Rd, Ste 2377, King of Prussia PA, 19406

Nov 3, 2025 → Nov 14, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 7, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 15, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Nov 6 → Nov 12, 2025
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 15, 2025
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 15 → Nov 15, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Nov 3, 2025 Completed: Nov 15, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0 / 4
Nov 3 → Nov 4 Ready for Scheduling ▶ Running 1 1 / 4
Nov 4 → Nov 5 Assigned ▶ Running 1 2 / 4
Nov 5 → Nov 6 Scheduled ▶ Running 1 3 / 4
Nov 6 → Nov 6 Tech On Site ▶ Running 0 3 / 4
Nov 6 → Nov 12 Awaiting Parts ⏸ Paused 3 —
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 3 / 4
Nov 12 → Nov 12 Assigned ▶ Running 0 3 / 4
Nov 12 → Nov 15 Scheduled ▶ Running 2 5 / 4
Nov 15 → Nov 15 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Material Management 3.3d
Coordinators 8.2d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.3 days
Over SLA
Coordinators
8.2 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Nov 3, 2025 Due: Nov 18, 2025 Completed: Nov 15, 2025 (3 days early)
📅
8.3 days Total Age
⏱️
3.3d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
3.7d 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 Chris Galasso — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 6, 2025
Visit 2 Nov 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540414
Midmark Service Request Dispatch Authorization - WO-00122942
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD / door not opening for dry time ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. PCR CODES Problem Cause Resolution DOOR ISSUES C326 C38X UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nina Vonaduce
Owner
John Rolston
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312699 (current) Invoiced
Repair • Chris Galasso
Created: Nov 3, 2025 • Closed: Nov 14, 2025
Completed with minor delays
Invoiced • 121 days old
🚨
Primary Delay 3.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 3.7 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
1.7d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Awaiting Parts
3.3d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12 MOwens 1ZE444250371379985


1/12/25 RCook- Found that tracking had been added to WO but dispatch did not place WO into RFS. Placed WO into RFS. Updtaed due date.


11/10/2025 SRobinson- Order No: 737344


Customer PO No: SR1486288


Customer: Rowan


Service Request NO: 1486288


Ship To Name: Rowan King of Prussia


Ship To Address: 160 N Gulph Rd Ste 2377   


Ship To City/State: King of Prussia, PA 19406-2961


Waybill (Tracking #): 1ZE444250371379985


Carrier: UPS-Parcel-Ground  


The following items have shipped from Midmark Corporation on: 07-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: 053-1253-00 SERIAL #: DESCRIPTION: M9/M11 DOOR HANDLE


LINE NO: 2.1 QTY: 1 ITEM: 053-1251-00 SERIAL #: DESCRIPTION: M9 DOOR COVER


11/5 MOwens Called and spoke to Nina Bonuduce. She said their hours are 10-7 on 11/6. I told her the tech should arrive between 4-5pm tomorrow afternoon for the repair visit.,

11/4 MOwens Called to speak to Nina at Rowan. Left a vm for her to call back to schedule for Thurs. 11/6 if it works for her.

11/03/2025 JRolston - Called site POC, Nina Bonaduce @ (215) 317-2645. Voicemail only. Left detailed message advising her that dispatch has been received, no parts shipping at this time, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
MOVED DOOR SPRING TO LOWER HANDLE SIDE AND TIGHTENED; TESTED GOOD; FOLLOW UP FOR REPLACEMENT DOOR HANDLE; SPOKE TO BRIAN AT MIDMARK; PARTS AUTH BY JACKY DAVIDSON 11.14.25 REPLACED DOOR COVER PANEL AND DOOR HANDLE; TESTED GOOD
🔍 Technician Findings
DOOR MOTOR TESTED GOOD; LOOSE DOOR SPRING SCREW STRIPPED (TURNS) IN COVER; LOOSE DOOR HANDLE INSERTS PULLING OUT OF HANDLE (RECURRING ISSUE)
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD / door not opening for dry time ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. PCR CODES Problem Cause Resolution DOOR ISSUES C326 C38X UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Nov 3, 12:32 PM
Case Number: 00540414
Subject: Midmark Service Request Dispatch Authorization - WO-00122942
Status: Closed
📋
▶
2 Work Order Created Nov 3, 4:47 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Nov 4, 10:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 59m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 5, 12:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-06T21:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Chris Galasso Nov 6, 4:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 3h
⏱️
5x Labor Added Nov 6, 4:39 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.75, 1.5, 11, 33
📦
▶
2 Parts Requested Nov 6, 4:53 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Chris Galasso
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 31m
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Rhea Berry Nov 12, 9:57 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 17h
👷
▶
2 Technician Assigned Nov 12, 1:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 36m
🗓️
▶
2 Status: Scheduled Nov 12, 1:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-14T22:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Chris Galasso Nov 14, 10:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 8h
⏱️
▶
2 5x Labor Added Nov 14, 10:45 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site
To: Completed
Duration in Previous: 6m
🏁
Status: Closed by Chris Galasso Nov 14, 11:48 PM
From: Completed
To: Closed
Duration in Previous: 1h 2m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 18, 2:55 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Nov 19, 9:13 PM
Invoice Number: SM-246888

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Awaiting Parts
Duration: 3.3 business days (threshold: 3.0 business days)
Exceeded by 2.1 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00540414
Closed
📦
Parts Order 00084934
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Nov 14, 5:30 PM
Created
Nov 3, 4:47 PM
Invoice #
SM-246888

Work Details (10)

Name Type Status Qty Amount Date
WL-02998849 Labor Open 1 $0.00 Nov 6, 4:39 PM
WL-02998850 Labor Open 0.75 $82.50 Nov 6, 4:39 PM
WL-02998851 Labor Open 1.5 $0.00 Nov 6, 4:39 PM
WL-02998852 Travel Open 11 $110.00 Nov 6, 4:39 PM
WL-02998853 Travel Open 33 $0.00 Nov 6, 4:39 PM
WL-03008647 Labor Open 1.25 $0.00 Nov 14, 10:45 PM
WL-03008648 Labor Open 1.25 $137.50 Nov 14, 10:45 PM
WL-03008649 Labor Open 1.25 $0.00 Nov 14, 10:45 PM
WL-03008650 Travel Open 24 $110.00 Nov 14, 10:45 PM
WL-03008651 Travel Open 33 $0.00 Nov 14, 10:45 PM

Details