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← WO Overview

WO-01315221 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Veterinary Referral Surg Practice — 900 Holcomb Bridge Rd, ROSWELL GA, 30076

Nov 13, 2025 → Nov 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 19, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 14 → Nov 14, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Nov 13, 2025 Tech Off Site: Nov 19, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0 / 4
Nov 13 → Nov 14 Ready for Scheduling ▶ Running 1 1 / 4
Nov 14 → Nov 14 Assigned ▶ Running 0 1 / 4
Nov 14 → Nov 14 Awaiting Parts - Customer ⏸ Paused 0 —
Nov 14 → Nov 17 Ready for Scheduling ▶ Running 1 2 / 4
Nov 17 → Nov 18 Assigned ▶ Running 1 3 / 4
Nov 18 → Nov 19 Scheduled ▶ Running 1 4 / 4
Nov 19 → Nov 19 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 0.9d
Coordinators 6.2d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.9 days
Coordinators
6.2 days
Over SLA
Field Work
1.2 days
Billing
0.0 days
Created: Nov 13, 2025 Due: Nov 21, 2025 Completed: Nov 20, 2025 (1 days early)
📅
4.9 days Total Age
⏱️
4.0d in Closed Longest Stage
🔄
11 transitions Status Changes
⚠️
5.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543743
Midmark Service Request Dispatch Authorization - WO-00127344
Closed
Zone 1 WD Door handle issue, Door gasket ring issue. Secondary Contact: Stephine Hall (770)5942603 cpoehlein@vrspatl.com - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 738627 002-11174-00 1.00000 Ship Exchanged Open 738627 040-0010-191 2.00000 Ship Exchanged Open 738627 045-0001-31 2.00000 Ship Exchanged Open 738627 002-10861-00 1.00000
Priority
High
Origin
Email
Reason
New Case
Contact
Chrissy Poehlein
Owner
Jessica Sells
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315221 (current) Invoiced
Repair • Henry Holmes
Created: Nov 13, 2025 • Closed: Nov 19, 2025
Completed with minor delays
Invoiced • 111 days old
🚨
Primary Delay 4.0 days stuck in "Closed"
⏱️
Total Delay 5.0 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
2.7d / 1.0d SLA
Awaiting Parts - Customer
0.9d
Assigned
1.8d / 0.5d SLA
Scheduled
1.7d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Tech Off Site
0.6d / 2.0d 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

11/24/25 SReich

Order No: 740130 Customer PO No: SR1491804 Customer: Midmark No Charge Service Request NO: 1491804 Ship To Name: Veterinary Referral Surg Practice Ship To Address: 900 Holcomb Bridge Rd Ship To City/State: ROSWELL, GA 30076 Waybill (Tracking #): 1ZE444250346704312 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 21-NOV-2025 LINE NO: 1.1 QTY: 2 ITEM: 045-0001-31 SERIAL #: DESCRIPTION: WASHER LOCK 0.190 EXT CD/ZN LINE NO: 2.1 QTY: 2 ITEM: 040-0010-191 SERIAL #: DESCRIPTION: SCR PNH 0.190-24X1.000 TORX SS LINE NO: 3.1 QTY: 1 ITEM: 002-10861-00 SERIAL #: DESCRIPTION: KIT, M11-05X DOOR LATCH LINE NO: 4.1 QTY: 1 ITEM: 002-11174-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X WATER LEVEL SENSOR


11/18/25 AJinerson - Received call back from Chrissi confirming tech visit for tomorrow, 11/19 with eta between 12:00 p.m. - 1:30 p.m.

POC onsite: Chrissi or Dre

Parts location: arriving onsite today, Chrissi or Dre will assist. 


11/18/25 AJinerson - Called site 2nd time to follow up and schedule. Spoke with Sydney again, she said Chrissi is in a meeting but took a message for her to call us back and check her email to schedule. 


11/17/25 AJinerson - Sent email to POC Chrissi offering tech visit 11/19 with ETA between 11:30AM-1:30PM.


11/17/25 AJinerson - Called site to schedule tech visit now that we have ETA on parts. 

Spoke with Sydney who informed me that Chrissi has left for the day, but took my contact info to have Chrissi call us back.


11/17/25 AJinerson - Parts ETA to site 11/18 by afternoon/end of day.


11/14/2025jsells

Ship To Name: Veterinary Referral Surg Practice Ship To Address: 900 Holcomb Bridge Rd Ship To City/State: ROSWELL, GA 30076 Waybill (Tracking #): 1ZE444250371008974 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 14-NOV-2025 LINE NO: 1.1 QTY: 2 ITEM: 045-0001-31 SERIAL #: DESCRIPTION: WASHER LOCK 0.190 EXT CD/ZN LINE NO: 2.1 QTY: 2 ITEM: 040-0010-191 SERIAL #: DESCRIPTION: SCR PNH 0.190-24X1.000 TORX SS LINE NO: 3.1 QTY: 1 ITEM: 002-10861-00 SERIAL #: DESCRIPTION: KIT, M11-05X DOOR LATCH LINE NO: 4.1 QTY: 1 ITEM: 002-11174-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X WATER LEVEL SENSOR


11/14/25 AJinerson - Called POC Chrissy to let them know that we are still awaiting updated tracking information for parts and will call back to schedule once we have ETA on parts. Left VM regarding this.


11/14/25 AJinerson - Parts are shipping to site. No eta/tracking information provided yet.



11/13/2025jsells

spoke with Debra, and I gave her the WO# and told her a coordinator will call to schedule the onsite visit

🔧 Work Performed
replaced the Complete Door Latch Kit and the Water Level Sensor Kit sent by Midmark, also adjusted the door gasket housing so that there are no more leaks. tested unit and returned to service.
🔍 Technician Findings
door gasket issues
⚠️ Problem Description
Zone 1 WD Door handle issue, Door gasket ring issue. Secondary Contact: Stephine Hall (770)5942603 cpoehlein@vrspatl.com - For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 738627 002-11174-00 1.00000 Ship Exchanged Open 738627 040-0010-191 2.00000 Ship Exchanged Open 738627 045-0001-31 2.00000 Ship Exchanged Open 738627 002-10861-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 13, 2:25 PM
Case Number: 00543743
Subject: Midmark Service Request Dispatch Authorization - WO-00127344
Status: Closed
📋
▶
2 Work Order Created Nov 13, 3:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Nov 14, 9:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 18h 29m, 0m
📅
Status: Ready for Scheduling by Jessica Sells Nov 14, 5:19 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7h 20m
⏳ 1.8 business days
👷
▶
2 Technician Assigned Nov 17, 12:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 19h
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Nov 18, 1:00 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 1d 0h
🔧
Status: Tech On Site by Henry Holmes Nov 19, 12:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 44m
🚗
Status: Tech Off Site by Henry Holmes Nov 19, 5:29 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 44m
⏱️
▶
2 5x Labor Added Nov 19, 10:09 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Tech Off Site
To: Completed
Duration in Previous: 4h 44m
🏁
Status: Closed by Henry Holmes Nov 19, 10:15 PM
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.2 business days
📄
▶
2 Status: Ready to Bill Nov 25, 12:05 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, 5:15 PM
Invoice Number: 247517

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00543743
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Nov 19, 12:00 PM
Created
Nov 13, 3:24 PM
Invoice #
247517

Work Details (5)

Name Type Status Qty Amount Date
WL-03014065 Labor Open 0.75 $0.00 Nov 19, 10:09 PM
WL-03014066 Labor Open 4.75 $522.50 Nov 19, 10:09 PM
WL-03014067 Labor Open 1.25 $0.00 Nov 19, 10:09 PM
WL-03014068 Travel Open 24 $110.00 Nov 19, 10:09 PM
WL-03014069 Travel Open 20 $0.00 Nov 19, 10:09 PM

Details