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WO-01313775 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Pacific Medical Center CP — 1909 214TH ST SE STE 300, BOTHELL WA, 98021

Nov 7, 2025 → Nov 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 14, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 20, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 10, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Nov 11 → Nov 12, 2025
1 business day (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 17, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 17 → Nov 19, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
Created: Nov 7, 2025 Completed: Nov 20, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0 / 4
Nov 7 → Nov 10 Ready for Scheduling ▶ Running 1 1 / 4
Nov 10 → Nov 10 Assigned ▶ Running 0 1 / 4
Nov 10 → Nov 10 Scheduled ▶ Running 0 1 / 4
Nov 10 → Nov 11 Tech On Site ▶ Running 0 1 / 4
Nov 11 → Nov 12 Awaiting Parts ⏸ Paused 1 —
Nov 12 → Nov 17 Ready for Scheduling ▶ Running 3 4 / 4
Nov 17 → Nov 19 Scheduled ▶ Running 2 6 / 4
Nov 19 → Nov 20 Tech On Site ▶ Running 1 7 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 7.7d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
7.7 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Nov 7, 2025 Due: Nov 19, 2025 Completed: Nov 20, 2025 (on time)
📅
7.5 days Total Age
⏱️
4.0d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
6.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 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 Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 10, 2025
Visit 2 Nov 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542091
Midmark Service Request Dispatch Authorization - WO-00125118
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD/0747-033C low pressure error ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution LOW PRESSURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Maria Cardines
Owner
John Rolston
Created
Nov 7, 2025
Work Orders from this Case (1)
WO-01313775 (current) Invoiced
Repair • Tim Holman
Created: Nov 7, 2025 • Closed: Nov 19, 2025
Completed with minor delays
Invoiced • 117 days old
🚨
Primary Delay 4.0 days stuck in "Closed"
⏱️
Total Delay 6.3 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
4.7d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-17 Mburris called site and set appt w/ Maria Cardines

11/12/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250171888090. ETA is Thursday, 11/13. Updated work order accordingly. (UPS-Air-Next Day Air)


11-10 Mburris called site set w POC 

11/07/2025 JRolston - Called site POC, Maria Cardines @ (206) 669-9254. Advised her that dispatch has been received, no parts shipping at this time, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
11.19 returned and installed new door seal. ran 2 cycles with success, show staff results. 11/10 upon arvl I emptied water and checked fill and vent valve, filters, door seal. ran 3 cycles with success, could not replicate error. but during cycles I talked to midmark and they suggested ordering a different door seal just in case.
🔍 Technician Findings
low pressure error noted upon arvl.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD/0747-033C low pressure error ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution LOW PRESSURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 7, 12:01 PM
Case Number: 00542091
Subject: Midmark Service Request Dispatch Authorization - WO-00125118
Status: Closed
📋
▶
2 Work Order Created Nov 7, 4:14 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Nov 10, 1:01 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
🗓️
▶
2 Status: Scheduled Nov 10, 2:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-10T22:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Nov 10, 4:20 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 2m
⏱️
5x Labor Added Nov 10, 11:00 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2.5, 1.5, 40, 20
📦
▶
2 Parts Requested Nov 10, 11:06 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 6h 46m
⏳ 1.1 business days
📅
Status: Ready for Scheduling by John Rolston Nov 12, 3:58 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 16h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Nov 17, 2:36 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 4d 22h
⏳ 3.0 business days
🔧
Status: Tech On Site by Tim Holman Nov 19, 12:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⏱️
3x Labor Added Nov 19, 1:55 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.5, 20
✔️
▶
2 Status: Completed Nov 19, 8:21 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.5 business days
📄
▶
2 Status: Ready to Bill Nov 25, 12:16 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.0 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247523

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.4 business hours
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00542091
Closed
📦
Parts Order 00085061
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Nov 19, 11:00 AM
Created
Nov 7, 4:14 PM
Invoice #
247523

Work Details (8)

Name Type Status Qty Amount Date
WL-03002822 Labor Open 1 $0.00 Nov 10, 11:00 PM
WL-03002823 Labor Open 2.5 $275.00 Nov 10, 11:00 PM
WL-03002824 Labor Open 1.5 $0.00 Nov 10, 11:00 PM
WL-03002825 Travel Open 40 $0.00 Nov 10, 11:00 PM
WL-03002826 Travel Open 20 $110.00 Nov 10, 11:00 PM
WL-03013193 Labor Open 2 $0.00 Nov 19, 1:55 PM
WL-03013194 Labor Open 1.5 $165.00 Nov 19, 1:55 PM
WL-03013195 Travel Open 20 $110.00 Nov 19, 1:55 PM

Details