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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313281 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Spring Creek Animal Hospital — 14837 Nacogdoches Rd, San Antonio TX, 78247

Nov 5, 2025 → Nov 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 12, 2025
✓ SLA Met
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 11, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 12, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Nov 5, 2025 Completed: Nov 12, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 5 → Nov 5 Created ▶ Running 0 0 / 4
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 0 / 4
Nov 5 → Nov 5 Assigned ▶ Running 0 0 / 4
Nov 5 → Nov 11 Scheduled ▶ Running 3 3 / 4
Nov 11 → Nov 12 Tech On Site ▶ Running 1 4 / 4
Dispatch 0.0d
Coordinators 3.6d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.6 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 5, 2025 Due: Nov 11, 2025 Completed: Nov 12, 2025 (on time)
📅
3.7 days Total Age
⏱️
3.5d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
2.5d 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 #00541213
Midmark Service Request Dispatch Authorization - WO-00124040
Closed
Zone 1 WD High Temp Issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Zach King
Owner
Sherry Reich
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313281 (current) Invoiced
Repair • Anthony Wirth
Created: Nov 5, 2025 • Closed: Nov 11, 2025
Completed with minor delays
Invoiced • 119 days old
🚨
Primary Delay 3.5 days stuck in "Scheduled"
⏱️
Total Delay 2.5 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
Assigned
0.0d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/5 KKelch called Zach to schedule for 11/11 between 9 and 11 am. Customer confirmed. 

11/5/25 SReich - Spoke to Holly, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
Upon arrival, I conferred with the customer regarding the error code and sequence of events leading to the fault. A comprehensive evaluation of the unit was conducted, confirming the unit's level placement and the integrity of the door gasket. Diagnostics included checking the heating element and the temperature sensor, both of which tested as functioning correctly. Subsequently, I contacted Midmark technical support, and together we ran through several troubleshooting protocols; however, we were unable to duplicate the reported issue. Furthermore, no leaks or water quality issues were identified. In summary, no definitive fault was found with the unit during the on-site visit and consultation with Midmark tech support.
🔍 Technician Findings
No issues found while on the phone with midmark tech support, couldn't duplicate the issue.
⚠️ Problem Description
Zone 1 WD High Temp Issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 5, 11:01 AM
Case Number: 00541213
Subject: Midmark Service Request Dispatch Authorization - WO-00124040
Status: Closed
📋
▶
2 Work Order Created Nov 5, 1:46 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Technician Assigned Nov 5, 2:55 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 6m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-11T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wirth Nov 11, 11:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 20h
⏱️
3x Labor Added Nov 11, 12:17 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2, 37
✔️
Status: Completed by Anthony Wirth Nov 11, 7:01 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 33m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 13, 3:15 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Nov 17, 11:11 AM
Invoice Number: SM-246445

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00541213
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Anthony Wirth
Scheduled
Nov 11, 10:00 AM
Created
Nov 5, 1:46 PM
Invoice #
SM-246445

Work Details (3)

Name Type Status Qty Amount Date
WL-03003244 Labor Open 1 $0.00 Nov 11, 12:17 PM
WL-03003245 Labor Open 2 $220.00 Nov 11, 12:17 PM
WL-03003246 Travel Open 37 $110.00 Nov 11, 12:17 PM

Details