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WO-01312927 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Britton Road Veterinary Clinic — 2826 W Britton Rd, Oklahoma City OK, 73120-4497

Nov 4, 2025 → Nov 12, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 10, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 13, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 4 → Nov 4, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Nov 4 → Nov 6, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 12, 2025
3 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Nov 4, 2025 Completed: Nov 13, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0 / 4
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0 / 4
Nov 4 → Nov 4 Assigned ▶ Running 0 0 / 4
Nov 4 → Nov 4 Awaiting Parts - Customer ⏸ Paused 0 —
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0 / 4
Nov 4 → Nov 6 Assigned ▶ Running 2 2 / 4
Nov 6 → Nov 6 Ready for Scheduling ▶ Running 0 2 / 4
Nov 6 → Nov 6 Assigned ▶ Running 0 2 / 4
Nov 6 → Nov 12 Scheduled ▶ Running 3 5 / 4
Nov 12 → Nov 13 Tech On Site ▶ Running 1 6 / 4
Dispatch 0.0d
Material Management 0.5d
Coordinators 6.5d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.5 days
Coordinators
6.5 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Nov 12, 2025 Completed: Nov 13, 2025 (on time)
📅
6.1 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540554
Midmark Service Request Dispatch Authorization - WO-00122980
Closed
Zone 1 WD door open error low temp codes For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 736524 002-10878-00 1.00000
Priority
High
Origin
Email
Reason
New Case
Contact
Savannah Sanders
Owner
Jessica Sells
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312927 (current) Invoiced
Repair • Darrell Hendrix
Created: Nov 4, 2025 • Closed: Nov 12, 2025
Completed with minor delays
Invoiced • 120 days old
🚨
Primary Delay 4.0 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
0.5d
Assigned
2.5d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/7 KKelch called Savannah to schedule for 11/12 between 12:30 and 2:30 pm. Brittany confirmed. 

11/6 KKelch called Savannah to schedule for 11/7 between 3 and 4 pm. Customer confirmed. 

11/6/25 lcoonrod

Tracking Number 1ZE444250174635071

Your shipment

1ZE444250174635071

Estimated delivery

Today, November 06 between 10:30 A.M. - 2:30 P.M.


Shipment DetailsShip To:Britton Road Veterinary Clinic
2826 W Britton Rd
Oklahoma City
OK
731204497
US
Number of Packages:1
UPS Service:UPS NEXT DAY AIR
Weight:0.7 LBS
Reference Number 1:20709616 / 736524
Reference Number 2:SR1486530
Reference Number 3:200.300.10.1080.0000.402000.00000.0
Reference Number 4:Mark for: Savannah Sanders



11/6/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250174635071

The status of your package has changed.


Exception Reason: An emergency situation or severe weather condition has delayed delivery.

11/05/2025 JRolston - Still no updated ETA for part shipping on UPS wb 1ZE444250174635071. Delayed due to inclement weather. Will continue to monitor accordingly. 


11/4 KKelch waiting on parts to ship prior to scheduling

11/04/2025 JRolston - Per email from Midmark, additional part shipped on UPS wb 1ZE444250174635071. No ETA at this time. (UPS-Air-Next Day Air)


11/4/25 SReich - Per the attached email: Parts for this SR are shipping via UPS Next Day Air under order 736524. Please reach out to the customer as soon as possible to schedule once the part arrives. You will receive the tracking once it ships. Have a great day!


11/4/2025jsells

spoke with Savannah, and I gave her the WO# and told her a coordinator will call her to schedule the visit

🔧 Work Performed
I arrived on location. Upon arrival I had to wait due to the room had a surgery going on. I was then escorted to the room where sterilizer is. I then evaluated the unit and found that the door and dam gasket was burnt and also the chamber filters were very dirty. Customer did bring me a pm kit part # 002-10878-00 X1 I then removed the old and installed the new. I then function tested the unit. The unit passed a three cycles and had no errors on the cycles ran. I did point out some concerns with the Maintenance to the unit. I advised to evaluate unit for next day or two. Unit was placed back in service
🔍 Technician Findings
Found unit unplugged and not in use
⚠️ Problem Description
Zone 1 WD door open error low temp codes For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 736524 002-10878-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 3, 4:19 PM
Case Number: 00540554
Subject: Midmark Service Request Dispatch Authorization - WO-00122980
Status: Closed
📋
Work Order Created Nov 4, 11:05 AM
Work Order: WO-01312927
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Nov 4, 11:10 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Status: Assigned Nov 4, 11:17 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Darrell Hendrix
📅
Status: Ready for Scheduling by John Rolston Nov 4, 3:10 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 53m
👷
▶
2 Technician Assigned Nov 4, 3:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 6, 10:46 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 1d 19h
👷
▶
4 Technician Assigned Nov 6, 10:57 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-07T21:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 7, 9:10 AM
Scheduled For: 2025-11-12T18:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Darrell Hendrix Nov 12, 3:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
✔️
Status: Completed by Darrell Hendrix Nov 12, 7:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 6m
🔩
▶
2 6x Parts Added Nov 12, 7:43 PM
6x Parts Added → Status: Closed
🏁
Status: Closed by Darrell Hendrix
From: Completed
To: Closed
Duration in Previous: 20m
⏳ 3.5 business days
📄
▶
2 Status: Ready to Bill Nov 17, 4:18 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 18, 7:07 PM
Invoice Number: SM-246801

Bottlenecks

Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00540554
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Nov 12, 1:30 PM
Created
Nov 4, 11:05 AM
Invoice #
SM-246801

Work Details (6)

Name Type Status Qty Amount Date
WL-03005460 Parts Open 1 $0.00 Nov 12, 7:43 PM
WL-03005461 Labor Open 1.5 $0.00 Nov 12, 7:43 PM
WL-03005462 Labor Open 2.25 $247.50 Nov 12, 7:43 PM
WL-03005463 Labor Open 0.75 $0.00 Nov 12, 7:43 PM
WL-03005464 Travel Open 88 $110.00 Nov 12, 7:43 PM
WL-03005465 Travel Open 28 $0.00 Nov 12, 7:43 PM

Details