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WO-01316629 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Livewell Animal Hospital — 9405 Barker Cypress Rd, Cypress TX, 77433

Nov 20, 2025 → Dec 2, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 26, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 3, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 21 → Nov 21, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Nov 21 → Nov 25, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 3, 2025
4 business days (counted)
Running total: 7 of 4 biz days used
Created: Nov 20, 2025 Completed: Dec 3, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0 / 4
Nov 20 → Nov 21 Ready for Scheduling ▶ Running 1 1 / 4
Nov 21 → Nov 21 Assigned ▶ Running 0 1 / 4
Nov 21 → Nov 21 Awaiting Parts - Customer ⏸ Paused 0 —
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 1 / 4
Nov 21 → Nov 25 Assigned ▶ Running 2 3 / 4
Nov 25 → Dec 3 Scheduled ▶ Running 4 7 / 4
Dispatch 0.0d
Material Management 0.8d
Coordinators 7.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.8 days
Coordinators
7.5 days
Over SLA
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 5, 2025 Completed: Dec 3, 2025 (2 days early)
📅
6.2 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545633
Midmark Service Request Dispatch Authorization - WO-00129933
Closed
Zone 1 NWD c983 Call Kristina Brisson Cell 832-818-2787 to schedule service. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. Ship Exchanged Open 739867 002-10328-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kristina Brisson
Owner
Jessica Sells
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316629 (current) Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Dec 2, 2025
Completed with minor delays
Invoiced • 104 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 6.0 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
1.2d / 1.0d SLA
Awaiting Parts - Customer
0.8d
Assigned
2.5d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/01/2025 SRobinson- Due date updated to match tracking. Arrival 12/01. 1ZE444250371501690

11/25 KKelch called Kristina back to schedule for 12/2 between 12 and 2 pm. Customer confirmed.

11/25 KKelch called Kristina to schedule for 12/2 between 12 and 2 pm. Left VM.

11/21 KHardison: No ETA. Updated due date.

Ship To Name: Livewell Animal Hospital


Ship To Address: 9405 Barker Cypress Rd    


Ship To City/State: Cypress, TX 77433-1263


Waybill (Tracking #): 1ZE444250371501690


Carrier: UPS-Parcel-Ground

11/20/2025jsells

spoke with Kristina, and I gave her the WO# and told her someone will call to schedule

LINE NO: 1.1 QTY: 1 ITEM: 002-10328-00 SERIAL #: DESCRIPTION: KIT, M9/M11-04X MANIFOLD - 115V
🔧 Work Performed
12/2 CLacy- Removed and replaced manifold assy with the new one provided by the customer. Functional testing passed. This unit is in proper working condition and is ready to return to service
🔍 Technician Findings
Unit gives error C983
⚠️ Problem Description
Zone 1 NWD c983 Call Kristina Brisson Cell 832-818-2787 to schedule service. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. Ship Exchanged Open 739867 002-10328-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 20, 1:18 PM
Case Number: 00545633
Subject: Midmark Service Request Dispatch Authorization - WO-00129933
Status: Closed
📋
Work Order Created Nov 20, 5:38 PM
Work Order: WO-01316629
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Nov 20, 5:49 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
2 Technician Assigned Nov 21, 9:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 15h 13m, 0m
📅
▶
3 Status: Ready for Scheduling Nov 21, 3:11 PM
Status: Ready for Scheduling → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Nov 25, 11:40 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3d 20h
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 26, 9:23 AM
Scheduled For: 2025-12-02T20:30:00.000+0000, 2025-12-02T20:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Dec 2, 7:00 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 7h, 0m
⏳ 3.6 business days
📄
▶
2 Status: Ready to Bill Dec 5, 12:02 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.0 business days
🧾
Invoice Created Dec 11, 12:17 PM
Invoice Number: SM-248357

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545633
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Dec 2, 3:00 PM
Created
Nov 20, 5:38 PM
Invoice #
SM-248357

Work Details (5)

Name Type Status Qty Amount Date
WL-03024187 Labor Open 1 $0.00 Dec 2, 7:00 PM
WL-03024188 Labor Open 1.5 $165.00 Dec 2, 7:00 PM
WL-03024189 Labor Open 1.25 $0.00 Dec 2, 7:00 PM
WL-03024190 Travel Open 40 $110.00 Dec 2, 7:00 PM
WL-03024191 Travel Open 44 $0.00 Dec 2, 7:00 PM

Details