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WO-01313415 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Petco — 6401 W 135th St Ste A, Overland Park KS, 66223

Nov 6, 2025 → Nov 17, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 13, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 11, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Nov 11 → Nov 12, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Closed
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Nov 6, 2025 Completed: Nov 17, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0 / 4
Nov 6 → Nov 6 Ready for Scheduling ▶ Running 0 0 / 4
Nov 6 → Nov 6 Assigned ▶ Running 0 0 / 4
Nov 6 → Nov 11 Scheduled ▶ Running 2 2 / 4
Nov 11 → Nov 11 Tech On Site ▶ Running 0 2 / 4
Nov 11 → Nov 12 Completed ▶ Running 1 3 / 4
Nov 12 → Nov 13 Closed ▶ Running 1 4 / 4
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 4 / 4
Nov 13 → Nov 14 Assigned ▶ Running 1 5 / 4
Nov 14 → Nov 17 Scheduled ▶ Running 1 6 / 4
Nov 17 → Nov 17 Reschedule ▶ Running 0 6 / 4
Nov 17 → Nov 17 Assigned ▶ Running 0 6 / 4
Nov 17 → Nov 17 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Coordinators 7.1d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.1 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Nov 6, 2025 Due: Nov 21, 2025 Completed: Nov 17, 2025 (4 days early)
📅
7.0 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
3.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Blake Ward — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541407
Midmark Service Request Dispatch Authorization - WO-00124091
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD C983 error code ADDITIONAL NOTES **Please contact cell number to schedule. (Erin McDaniel / 575- 749-7826)** 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. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. PCR CODES Problem Cause Resolution HIGH TEMPERATURE C54X C57X C98X UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erin Mcdaniel
Owner
John Rolston
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313415 (current) Invoiced
Repair • Blake Ward
Created: Nov 6, 2025 • Closed: Nov 17, 2025
Completed with minor delays
Invoiced • 118 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 3.3 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
2.1d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/17/25 CDempsey- ***Same Day Closure should not count against tech due to Midmark reopening same wo he already serviced/closed just to ship him a part for his stock inventory.

11/17 KKelch-tech just needs to close WO

11/14/2025 JRolston - Per UPS, ETA on wb 1ZE444250370998960 is Monday, 11/17. Updated work order accordingly.


11/14 KKelch called Erin to schedule for 11/21 between 9 and 11 am. Customer confirmed. 

11/13 KKelch waiting for tracking to update prior to scheduling

11/13/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250370998960. No ETA at this time. (UPS ground)

 

11/6 KKelch scheduled per logged email from Erin

11/6 KKelch called Erin to schedule for 11/11 between 12 and 2 pm. Unable to leave VM, sent email

11/06/2025 JRolston - Called site POC, Erin McDaniel @ (913) 563-3005. Advised her that dispatch has been received, no parts shipping at this time, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
Removed old door seal and installed new door seal PM kit. Ran multiple cycles. All cycles passed.
🔍 Technician Findings
Found steam leaking from front door seal. Door seal is three years old and has never been replaced. Door seal needs to be replaced.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD C983 error code ADDITIONAL NOTES **Please contact cell number to schedule. (Erin McDaniel / 575- 749-7826)** 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. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. PCR CODES Problem Cause Resolution HIGH TEMPERATURE C54X C57X C98X UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 5, 3:20 PM
Case Number: 00541407
Subject: Midmark Service Request Dispatch Authorization - WO-00124091
Status: Closed
📋
▶
2 Work Order Created Nov 6, 9:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Technician Assigned Nov 6, 9:42 AM
Technician Assigned → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
🗓️
▶
2 Status: Scheduled Nov 6, 11:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-11T18:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Blake Ward Nov 11, 1:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 2h
🚗
3x Travel Added Nov 11, 2:39 PM
Type: Travel, Labor
Status: Open
Qty: 240
⏱️
▶
2 Labor Added Nov 11, 3:39 PM
Labor Added → Status: Completed
✔️
Status: Completed by Blake Ward
From: Tech On Site
To: Completed
Duration in Previous: 1h 52m
⏱️
Labor Added Nov 11, 8:26 PM
Type: Labor
Status: Open
Qty: 4.75
🏁
Status: Closed by Blake Ward Nov 11, 8:39 PM
From: Completed
To: Closed
Duration in Previous: 4h 59m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 13, 1:11 PM
From: Closed
To: Ready for Scheduling
Duration in Previous: 1d 16h
👷
▶
2 Technician Assigned Nov 13, 1:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23m
👷
▶
3 Technician Assigned Nov 14, 9:41 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 20h 8m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-21T15:00:00.000+0000
⏳ 2.0 business days
🔄
▶
2 Status: Reschedule Nov 17, 4:25 PM
Status: Reschedule → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
🔧
Status: Tech On Site by Blake Ward Nov 17, 6:02 PM
From: Assigned, Tech On Site, Completed
To: Tech On Site, Completed, Closed
Duration in Previous: 1h 36m, 0m
📄
▶
2 Status: Ready to Bill Nov 18, 2:32 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-246883

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours

🔗 Related Artifacts

📞
Case 00541407
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Blake Ward
Scheduled
N/A
Created
Nov 6, 9:25 AM
Invoice #
SM-246883

Work Details (5)

Name Type Status Qty Amount Date
WL-03003456 Travel Open 240 $110.00 Nov 11, 2:39 PM
WL-03003457 Labor Open 4 $0.00 Nov 11, 2:39 PM
WL-03003458 Travel Open 240 $0.00 Nov 11, 2:39 PM
WL-03003570 Labor Open 1.75 $192.50 Nov 11, 3:39 PM
WL-03004081 Labor Open 4.75 $0.00 Nov 11, 8:26 PM

Details