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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315673 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Medvet Atlanta — 1700 Century Cir NE, Atlanta GA, 30345-3020

Nov 17, 2025 → Dec 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 21, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 8, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 18 → Nov 18, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 21, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Nov 22 → Nov 25, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 1, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Dec 2 → Dec 4, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 8, 2025
2 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Nov 17, 2025 Tech Off Site: Dec 8, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0 / 4
Nov 17 → Nov 18 Ready for Scheduling ▶ Running 1 1 / 4
Nov 18 → Nov 18 Assigned ▶ Running 0 1 / 4
Nov 18 → Nov 18 Awaiting Parts - Customer ⏸ Paused 0 —
Nov 18 → Nov 19 Ready for Scheduling ▶ Running 1 2 / 4
Nov 19 → Nov 19 Assigned ▶ Running 0 2 / 4
Nov 19 → Nov 21 Scheduled ▶ Running 2 4 / 4
Nov 21 → Nov 21 Tech On Site ▶ Running 0 4 / 4
Nov 21 → Nov 22 Tech Off Site ▶ Running 0 4 / 4
Nov 22 → Nov 25 Awaiting Parts ⏸ Paused 2 —
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 4 / 4
Nov 25 → Dec 1 Scheduled ▶ Running 2 6 / 4
Dec 1 → Dec 1 Tech On Site ▶ Running 0 6 / 4
Dec 1 → Dec 2 Tech Off Site ▶ Running 1 7 / 4
Dec 2 → Dec 4 Awaiting Parts ⏸ Paused 2 —
Dec 4 → Dec 4 Ready for Scheduling ▶ Running 0 7 / 4
Dec 4 → Dec 4 Assigned ▶ Running 0 7 / 4
Dec 4 → Dec 8 Scheduled ▶ Running 2 9 / 4
Dec 8 → Dec 8 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 5.9d
Coordinators 11.1d
Field Work 4.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.9 days
Coordinators
11.1 days
Over SLA
Field Work
4.2 days
Over SLA
Billing
0.0 days
Created: Nov 17, 2025 Due: Dec 11, 2025 Completed: Dec 10, 2025 (1 days early)
📅
14.2 days Total Age
⏱️
3.0d in Awaiting Parts Longest Stage
🔄
20 transitions Status Changes
⚠️
4.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Henry Holmes — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 21, 2025
Visit 2 Dec 1, 2025
Visit 3 Dec 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544479
Midmark Service Request Dispatch Authorization - WO-00128319
Closed
Zone 1 WD C633 For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 739076 014-0419-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Armenthie Jenkins
Owner
Jessica Sells
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315673 (current) Invoiced
Repair • Henry Holmes
Created: Nov 17, 2025 • Closed: Dec 9, 2025
Completed with minor delays
Invoiced • 107 days old
🚨
Primary Delay 3.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 4.8 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
2.4d / 1.0d SLA
Awaiting Parts - Customer
0.9d
Assigned
0.3d / 0.5d SLA
Scheduled
8.4d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
3.3d / 2.0d SLA
Awaiting Parts
5.0d / 3.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/4/25 AJinerson - Called and spoke with Christopher and confirmed tech visit for Monday, 12/8 with eta between 8am-10am. 

POC onsite: Heather Walcek

Arrival instructions: Ask for Heather upon arrival, she will have parts.


12/04/2025 SRobinson- Order No: 741307


Customer PO No: SR1494388


Customer: Midmark No Charge


Service Request NO: 1494388  


Ship To Name: Medvet Atlanta


Ship To Address: 1700 Century Cir NE    


Ship To City/State: Atlanta, GA 30345-3020


Waybill (Tracking #): 1ZE444250371874421


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 03-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-2063-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11 CONTROL PCB


12/4/25 AJinerson - Called and spoke with Aiden with Midmark who gave us the Tracking info: 

UPS: 1ZE444250371874421

Showing ETA is tomorrow 12/5 between 9:45-11:45am. 



11/25/25 AJinerson - Christopher called back and confirmed scheduling tech visit for Monday, 12/1 between 1PM-3PM.

Christopher expressed parts were supposed to be delivered today, 11/25 and was expecting service tomorrow, 11/26.

I let Christopher know he is welcome to call us if parts arrive on time and see if we could still have a tech available to visit tomorrow, 11/26, but Christopher said that it may be difficult to do that since they're an operating hospital and whoever receives parts may not relay them to the appropriate person in time. 


POC onsite: Heather Walcek 

Arrival instructions: Please have tech ask for Heather Walcek upon arrival. 


11/25/25 AJinerson - Called site to schedule tech visit now that we have ETA on parts. Left VM regarding ready to schedule. 


11/25/25 AJinerson - Parts ETA to site 11/26 by afternoon.



11/25/25 SReich

Your shipment

1ZE444250346196005

Estimated delivery

Tomorrow, November 26 between 9:30 A.M. - 12:30 P.M.

Order No: 740227 Customer PO No: SR1494388 Customer: Midmark No Charge Service Request NO: 1494388 Ship To Name: Medvet Atlanta Ship To Address: 1700 Century Cir NE Ship To City/State: Atlanta, GA 30345-3020 Waybill (Tracking #): 1ZE444250346196005 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 24-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10328-00 SERIAL #: DESCRIPTION: KIT, M9/M11-04X MANIFOLD - 115V


11/19/25 AJinerson - Called Christopher and confirmed scheduling technician's visit for Friday, 11/21 with ETA between 11AM-12PM. 

POC onsite:

Heather Walcek

Arrival instructions: Christopher confirmed address is correct and tech will ask for Heather upon arrival


Per tech sup, send Zone 3 tech since he will be coming from AL from previous jobsite - do not bill for extra zone.


11/19/25 AJinerson - Called customer to schedule tech 

Spoke with Christopher and offered tech visit on Tuesday, 11/25 with eta between 2PM-4PM. 

Christopher said that Midmark told him they would have a tech onsite within 24 hours of parts delivery. Christopher said this needs to be done by Friday, 11/21 and cannot accept the date of 11/25. 

I let Christopher know we would see what we could possibly do and call back to schedule. 


11/19/25 AJinerson - Parts ETA to site 11/20 by afternoon.


11/18/2025jsells

Ship To Name: Medvet Atlanta Ship To Address: 1700 Century Cir NE Ship To City/State: Atlanta, GA 30345-3020 Waybill (Tracking #): 1ZE444250370332526 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 18-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 014-0419-00 SERIAL #: DESCRIPTION: AIR VALVE SOLENOID


11/18/25 AJinerson - Called customer to let them know we are currently awaiting updated tracking information. Spoke with Armenthie and let her know that we will call back to schedule once we have ETA. 


11/18/25 AJinerson - Parts shipping. No tracking info/eta yet.



11/17/2025jsells

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

🔧 Work Performed
11/21/2025 HH: replaced air valve solenoid sent by Midmark, ran unit 3 times and unit will not go above 228 degrees and 5.4 PSI troubleshooted unit with Aiden from Midmark and unit needs new Manifold Solenoid.12/1/2025 HH: replaced Manifold Assembly and unit is still giving error code C633 ran unit twice and then troubleshooted with Mike and Aiden with Midmark and finally ran an Air Valve test and determined the control board is faulty. !2/8/2025 HH: replaced Control PCB sent by Midmark, configured the PCB, and tested unit by running a successful empty cycle, returned to service
🔍 Technician Findings
error C633
⚠️ Problem Description
Zone 1 WD C633 For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 739076 014-0419-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 17, 2:24 PM
Case Number: 00544479
Subject: Midmark Service Request Dispatch Authorization - WO-00128319
Status: Closed
📋
▶
2 Work Order Created Nov 17, 5:45 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 18, 10:37 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 16h 48m, 0m
📅
Status: Ready for Scheduling by Jessica Sells Nov 18, 5:35 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6h 58m
👷
▶
2 Technician Assigned Nov 19, 12:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 1m
📅
▶
2 Dispatch Scheduled Nov 19, 2:23 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 1h 46m
⏳ 3.0 business days
🔧
Status: Tech On Site by Henry Holmes Nov 21, 12:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
🚗
Status: Tech Off Site by Henry Holmes Nov 21, 4:14 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 22m
⏱️
4x Labor Added Nov 21, 8:41 PM
Type: Labor, Expenses
Status: Open
Qty: 4.75, 3.5, 1.25
📦
▶
2 Parts Requested Nov 21, 8:53 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Henry Holmes
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 4h 38m
⏳ 2.4 business days
📅
Status: Ready for Scheduling by Sherry Reich Nov 25, 11:21 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 14h
📅
▶
2 Dispatch Scheduled Nov 25, 11:57 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 35m
⏳ 3.0 business days
🔧
Status: Tech On Site by Henry Holmes Dec 1, 1:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
🚗
Status: Tech Off Site by Henry Holmes Dec 1, 4:18 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 14m
⏱️
▶
3 7x Labor Added Dec 1, 11:06 PM
7x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086060
Status: Closed
📦
Status: Awaiting Parts by Henry Holmes
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 6h 49m
⏳ 3.1 business days
📅
▶
2 Status: Ready for Scheduling Dec 4, 11:11 AM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Henry Holmes
📅
▶
3 Dispatch Scheduled Dec 4, 11:37 AM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 25m
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-08T12:00:00.000+0000, 2025-12-08T13:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Henry Holmes Dec 8, 10:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
🚗
Status: Tech Off Site by Henry Holmes Dec 8, 10:56 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 37m
⏳ 2.0 business days
⏱️
3x Labor Added Dec 9, 7:18 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 32
✔️
Status: Completed by Henry Holmes Dec 9, 7:31 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1d 8h, 0m
⏳ 3.6 business days
📄
▶
2 Status: Ready to Bill Dec 12, 2:39 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 Dec 15, 8:46 AM
Invoice Number: SM-249051

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.0 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.4 business hours
Tech Off Site
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00544479
Closed
📦
Parts Order 00085721
Closed
📦
Parts Order 00086060
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Dec 8, 8:00 AM
Created
Nov 17, 5:45 PM
Invoice #
SM-249051

Work Details (14)

Name Type Status Qty Amount Date
WL-03017250 Labor Open 4.75 $0.00 Nov 21, 8:41 PM
WL-03017251 Labor Open 3.5 $385.00 Nov 21, 8:41 PM
WL-03017252 Labor Open 1.25 $0.00 Nov 21, 8:41 PM
WL-03017253 Expenses Open 1 $0.00 Nov 21, 8:41 PM
WL-03023090 Labor Open 1.5 $0.00 Dec 1, 11:06 PM
WL-03023091 Labor Open 3.25 $357.50 Dec 1, 11:06 PM
WL-03023092 Labor Open 1 $0.00 Dec 1, 11:06 PM
WL-03023093 Travel Open 22 $110.00 Dec 1, 11:06 PM
WL-03023094 Travel Open 22 $0.00 Dec 1, 11:06 PM
WL-03023095 Travel Open 22 $110.00 Dec 1, 11:06 PM
WL-03023096 Travel Open 22 $0.00 Dec 1, 11:06 PM
WL-03032148 Labor Open 1.5 $0.00 Dec 9, 7:18 PM
WL-03032149 Labor Open 1.5 $165.00 Dec 9, 7:18 PM
WL-03032150 Travel Open 32 $110.00 Dec 9, 7:18 PM

Details