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WO-01313294 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Wright Center — 200 Wyoming Ave, Ste 250, Scranton PA, 18503-1412

Nov 5, 2025 → Nov 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 12, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 11, 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
2d
▶ Clock Running
Status: Assigned
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Nov 5, 2025 Completed: Nov 11, 2025
Business Days Used 3 / 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 7 Assigned ▶ Running 2 2 / 4
Nov 7 → Nov 11 Scheduled ▶ Running 1 3 / 4
Nov 11 → Nov 11 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Coordinators 4.6d
Field Work 0.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.6 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Nov 5, 2025 Due: Nov 11, 2025 Completed: Nov 12, 2025 (on time)
📅
3.9 days Total Age
⏱️
2.6d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
3.1d 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 #00541252
Midmark Service Request Dispatch Authorization - WO-00110205
Closed
Zone 2 WD C983 ADDITIONAL NOTES Tech needs to enter through the front door, take the elevator to the 2nd floor, and check in at the front desk. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jillian Zaorski
Owner
Sherry Reich
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313294 (current) Invoiced
Repair • Philip Krogstad
Created: Nov 5, 2025 • Closed: Nov 11, 2025
Completed with minor delays
Invoiced • 119 days old
🚨
Primary Delay 2.6 days stuck in "Assigned"
⏱️
Total Delay 3.1 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
0.0d / 1.0d SLA
Assigned
2.6d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/7 MOwens Replied back to Jillian that I can get the tech there next Tues. 11/11 around 9am.

11/6 MOwens Sent email to Jillian asking her to call back or reply back to the email to schedule the repair visit.

11/5 MOwens Called to speak to Jillian but had to leave a vm for her to call back.

11/5/25 SReich - Listened to two minutes worth of recordings and the approximate wait time was an additional three minutes. Sending an email.  

🔧 Work Performed
Looked over machine. Machine has 6 cycles on it. Machine was plugged into power strip. Moved machine to different room with available outlet. Removed all covers from machine. Checked temperature probe. Probe is good. Ran cycle. Monitored tank for any leaks. Cycle passed with no issues. Reinstalled covers. Was later told machine did not work right after IT department moved it to the power strip.
🔍 Technician Findings
Check in with manager. Hi lm it error. Machine will not make it through a cycle.
⚠️ Problem Description
Zone 2 WD C983 ADDITIONAL NOTES Tech needs to enter through the front door, take the elevator to the 2nd floor, and check in at the front desk. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Nov 5, 11:37 AM
Case Number: 00541252
Subject: Midmark Service Request Dispatch Authorization - WO-00110205
Status: Closed
📋
▶
2 Work Order Created Nov 5, 2:05 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Status: Assigned Nov 5, 2:25 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Philip Krogstad
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 7, 8:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-11T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Philip Krogstad Nov 11, 9:14 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
▶
2 3x Labor Added Nov 11, 10:35 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Philip Krogstad
From: Tech On Site
To: Completed
Duration in Previous: 1h 23m
🏁
Status: Closed by Philip Krogstad Nov 11, 8:59 PM
From: Completed
To: Closed
Duration in Previous: 10h 21m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 13, 3:19 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 14, 7:03 PM
Invoice Number: SM-246446

Bottlenecks

Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00541252
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Philip Krogstad
Scheduled
Nov 11, 9:00 AM
Created
Nov 5, 2:05 PM
Invoice #
SM-246446

Work Details (3)

Name Type Status Qty Amount Date
WL-03003067 Labor Open 2.25 $0.00 Nov 11, 10:35 AM
WL-03003068 Labor Open 1.5 $165.00 Nov 11, 10:35 AM
WL-03003069 Travel Open 110 $230.00 Nov 11, 10:35 AM

Details