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WO-01316364 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Georgia Northwestern Tech College — 1 Maurice Culberson Dr SW, Rome GA, 30161

Nov 19, 2025 → Dec 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 25, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 1, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 1, 2025
5 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
Created: Nov 19, 2025 Tech Off Site: Dec 1, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0 / 4
Nov 19 → Nov 20 Ready for Scheduling ▶ Running 1 1 / 4
Nov 20 → Nov 20 Assigned ▶ Running 0 1 / 4
Nov 20 → Dec 1 Scheduled ▶ Running 5 6 / 4
Dec 1 → Dec 1 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Coordinators 7.5d
Field Work 1.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.5 days
Over SLA
Field Work
1.6 days
Billing
0.0 days
Created: Nov 19, 2025 Due: Nov 25, 2025 Completed: Dec 2, 2025 (6 days late)
📅
6.9 days Total Age
⏱️
5.7d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
6.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545172
Midmark Service Request Dispatch Authorization - WO-00129368
Closed
Travel Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD/C633 ADDITIONAL NOTES **Unit is located in building H room 252** For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution LOW PRESSURE C63X UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tracey Mercado
Owner
John Rolston
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316364 (current) Invoiced
Repair • Henry Holmes
Created: Nov 19, 2025 • Closed: Dec 1, 2025
Completed with minor delays
Invoiced • 105 days old
🚨
Primary Delay 5.7 days stuck in "Scheduled"
⏱️
Total Delay 6.1 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
1.4d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
5.7d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
1.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20/25 AJinerson - Received email back from Tracey confirming tech visit for Mon. 12/1 with eta between 9:30am-11:30am.

Asking Tracey to confirm if any additional arrival instructions or special requirements needed for tech visit.

Arrival instructions:

Tracey Mercado will be contact onsite. Please have tech call Tracey once they arrive onsite, Tracey will meet tech downstairs and show tech to the autoclave/assist further.

Tracey's number: (706) 516-5240


11/20/25 AJinerson - Sent email back to Tracey offering tech visit on Mon. 12/1 with eta between 9:30am-11:30am per their request to schedule week of 12/1-12/5.

POC onsite: Tracey Mercado

Site avail. dates/times: M-F (12/1-12/5) 8am-4pm.


11/20/25 AJinerson - Received email back from Tracey stating they can't even schedule next week on their end as Tracey will not be onsite and they will be closed. They are requesting to schedule for following week of Dec. 1st - 5th instead.


11/20/25 AJinerson - Sent follow up email to POC Tracey offering tech visit on Weds. 11/26 with eta between 1:30 PM - 3:30 PM.

(Soonest avail. date for tech to service as he is covered up with other repairs thru 11/26.)


11/20/25 AJinerson - Called Tracey and left VM regarding scheduling tech visit. 


11/19/2025 JRolston - Called site POC, Tracey Mercado @ (706) 516-5240. Advised her that dispatch has been received, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
check gaskets for proper alignment, open the reservoir while running to see if there were any leaks during the cycle, and unit completed cycle, placed unit back together and ran another cycle with everything back together and unit completed cycle successfully. let customer know that the unit is not duplicating the error, and that I'm returning unit back to service
🔍 Technician Findings
unit is giving low temp error
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD/C633 ADDITIONAL NOTES **Unit is located in building H room 252** For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution LOW PRESSURE C63X UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 19, 10:23 AM
Case Number: 00545172
Subject: Midmark Service Request Dispatch Authorization - WO-00129368
Status: Closed
📋
▶
2 Work Order Created Nov 19, 3:42 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 20, 10:36 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 50m
📅
▶
2 Dispatch Scheduled Nov 20, 1:42 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 3h 5m
⚠️ 6.0 business days
🔧
Status: Tech On Site by Henry Holmes Dec 1, 9:53 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 20h
🚗
Status: Tech Off Site by Henry Holmes Dec 1, 11:26 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 33m
⏱️
▶
2 3x Labor Added Dec 1, 10:39 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Tech Off Site
To: Completed
Duration in Previous: 11h 13m
🏁
Status: Closed by Henry Holmes Dec 1, 10:51 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 3.1 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 4, 11:16 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 12h, 0m
💰
Status: Invoiced by Nancy Suarez Dec 4, 11:21 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 2.1 business days
🧾
Invoice Created Dec 8, 12:46 AM
Invoice Number: SM-248167

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545172
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Henry Holmes
Scheduled
Dec 1, 9:30 AM
Created
Nov 19, 3:42 PM
Invoice #
SM-248167

Work Details (3)

Name Type Status Qty Amount Date
WL-03023076 Labor Open 1.75 $0.00 Dec 1, 10:39 PM
WL-03023077 Labor Open 1.75 $192.50 Dec 1, 10:39 PM
WL-03023078 Travel Open 52 $110.00 Dec 1, 10:39 PM

Details