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WO-01314425 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 Associated Plastic Surgeons — 11501 Grenada St., Leawood KS, 66211

Nov 10, 2025 → Nov 21, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 17, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 21, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 10 → Nov 12, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 20, 2025
6 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
Created: Nov 10, 2025 Tech Off Site: Nov 21, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 10 → Nov 10 Created ▶ Running 0 0 / 4
Nov 10 → Nov 10 Ready for Scheduling ▶ Running 0 0 / 4
Nov 10 → Nov 10 Assigned ▶ Running 0 0 / 4
Nov 10 → Nov 12 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 0 / 4
Nov 12 → Nov 12 Assigned ▶ Running 0 0 / 4
Nov 12 → Nov 20 Scheduled ▶ Running 6 6 / 4
Nov 20 → Nov 21 Tech On Site ▶ Running 1 7 / 4
Dispatch 0.0d
Material Management 1.3d
Coordinators 7.2d
Field Work 2.5d
Billing 0.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
7.2 days
Over SLA
Field Work
2.5 days
Over SLA
Billing
0.4 days
Created: Nov 10, 2025 Due: Nov 20, 2025 Completed: Nov 21, 2025 (on time)
📅
8.3 days Total Age
⏱️
6.8d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
9.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Darrell Hendrix — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 20, 2025
Visit 2 Nov 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542418
Midmark Service Request Dispatch Authorization - WO-00125547
Closed
Zone 1 PM NWD - 5YR PM Service Requirements: Tech needs to watch the training video ( https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site. Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies (including distilled water). Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. Ship Exchanged Open 737646 002-10251-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matt Pick
Owner
Jessica Sells
Created
Nov 10, 2025
Work Orders from this Case (5)
WO-01314425 (current) Invoiced
Preventive Maintenance • Darrell Hendrix
Created: Nov 10, 2025 • Closed: Nov 21, 2025
WO-01314426 Invoiced
Preventive Maintenance • Darrell Hendrix
Created: Nov 10, 2025 • Closed: Nov 20, 2025
WO-01314427 Invoiced
Preventive Maintenance • Darrell Hendrix
Created: Nov 10, 2025 • Closed: Nov 20, 2025
WO-01314428 Invoiced
Preventive Maintenance • Darrell Hendrix
Created: Nov 10, 2025 • Closed: Nov 20, 2025
WO-01314430 Invoiced
Preventive Maintenance • Darrell Hendrix
Created: Nov 10, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 114 days old
🚨
Primary Delay 6.8 days stuck in "Scheduled"
⏱️
Total Delay 9.0 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
0.0d / 1.0d SLA
Awaiting Parts - Customer
1.3d
Assigned
0.3d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.8d / 1.0d SLA
Closed
5.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
WO Correction Needed
0.3d
07e-Partial Project
3.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2/2025 NSuarez PP awaiting parent & child WO.

12/1/2025 NSuarez PM Checklist attached is missing Customer name, customer address, cycle completed, model, Serial number and Date of inspection please fill this out.

DCH 11/20 cannot close work order have no work order to document time going home. Also did not have receipt for hotel cost to put in expense


11/12 KKelch scheduled per logged email from Matt. Email logged on WO-01314425. Per Matt, please begin with the downstairs procedure rooms and then work your way upstairs

11/12 KKelch called Matt to schedule for 11/20 between 11:30 and 12:30 pm. Unable to leave VM, sent email. Call and email logged on WO-01314430

11/12/2025 JRolston - Per UPS, ETA on wb 1ZE444250372091720 is Friday, 11/14. Updated work order accordingly.

🔧 Work Performed
I arrived on location and found said unit. I then removed the door and dam gasket and replaced with pm kit sent from mid-mark. I then cleaned chamber and trays etc. I then removed all the covers from the unit and did inspection of the unit. I then removed the coil in tank and re installed in tank. I the performed two back-to-back packs cycle all passed test. Unit was disinfected and clean and returned to service.
🔍 Technician Findings
Found all 5 unit in operation
⚠️ Problem Description
Zone 1 PM NWD - 5YR PM Service Requirements: Tech needs to watch the training video ( https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site. Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies (including distilled water). Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. Ship Exchanged Open 737646 002-10251-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 10, 10:10 AM
Case Number: 00542418
Subject: Midmark Service Request Dispatch Authorization - WO-00125547
Status: Closed
📋
Work Order Created Nov 10, 4:21 PM
Work Order: WO-01314425
Type: Preventive Maintenance
Priority: P4
📅
▶
3 Status: Ready for Scheduling Nov 10, 4:31 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Thomas J Langenberg Jr
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1m, 0m
⏳ 1.9 business days
📅
Status: Ready for Scheduling by John Rolston Nov 12, 9:37 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 17h
👷
▶
2 Technician Assigned Nov 12, 9:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
👷
Technician Assigned by Kaitlyn Kelch Nov 12, 12:10 PM
Technician: Darrell Hendrix
🗓️
▶
2 Status: Scheduled Nov 12, 12:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-20T17:30:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Darrell Hendrix Nov 20, 1:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 1h
⏱️
6x Labor Added Nov 20, 8:03 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 1.25, 7, 351
🚗
Status: Tech Off Site by Craig Dempsey Nov 21, 9:38 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 19h 53m
✔️
Status: Completed by Darrell Hendrix Nov 21, 9:50 AM
From: Tech Off Site
To: Completed
Duration in Previous: 12m
💵
Expenses Added Nov 21, 3:52 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Nov 21, 4:04 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hendrix
From: Completed
To: Closed
Duration in Previous: 6h 13m
⏳ 5.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 1, 3:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 9d 23h
💵
▶
2 Status: Billing Review Dec 1, 3:29 PM
Status: Billing Review → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Billing Review
To: WO Correction Needed
Duration in Previous: 1m
🏁
Status: Closed by Darrell Hendrix Dec 1, 6:10 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 39m
📋
Status: 07e-Partial Project by Nancy Suarez Dec 2, 2:21 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 20h 10m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 5, 9:19 AM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 18h
📨
▶
2 Status: Invoice Pending Dec 5, 9:28 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⚠️ 5.0 business days
🧾
Invoice Created Dec 11, 12:16 PM
Invoice Number: SM-248329

Bottlenecks

Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Tech On Site
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Closed
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours

🔗 Related Artifacts

📞
Case 00542418
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Nov 20, 12:30 PM
Created
Nov 10, 4:21 PM
Invoice #
SM-248329

Work Details (9)

Name Type Status Qty Amount Date
WL-03015500 Labor Open 1 $0.00 Nov 20, 8:03 PM
WL-03015501 Labor Open 1.25 $240.00 Nov 20, 8:03 PM
WL-03015502 Travel Open 7 $110.00 Nov 20, 8:03 PM
WL-03015503 Travel Open 7 $0.00 Nov 20, 8:03 PM
WL-03015504 Travel Open 351 $0.00 Nov 20, 8:03 PM
WL-03015505 Expenses Open 1 $0.00 Nov 20, 8:03 PM
WL-03016681 Expenses Open 1 $0.00 Nov 21, 3:52 PM
WL-03016711 Labor Open 0.75 $0.00 Nov 21, 4:04 PM
WL-03016712 Labor Open 5.75 $0.00 Nov 21, 4:04 PM

Details