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WO-01316677 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 Advanced Vet Care Group — 41740 Michigan Ave, Canton MI, 48188

Nov 21, 2025 → Dec 8, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 1, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 21 → Dec 3, 2025
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Dec 3 → Dec 5, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 8, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Nov 21, 2025 Tech Off Site: Dec 8, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 21 → Nov 21 Created ▶ Running 0 0 / 4
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 0 / 4
Nov 21 → Nov 21 Assigned ▶ Running 0 0 / 4
Nov 21 → Dec 3 Awaiting Parts - Customer ⏸ Paused 6 —
Dec 3 → Dec 3 Ready for Scheduling ▶ Running 0 0 / 4
Dec 3 → Dec 3 Entered ▶ Running 0 0 / 4
Dec 3 → Dec 5 Assigned ▶ Running 2 2 / 4
Dec 5 → Dec 8 Scheduled ▶ Running 1 3 / 4
Dec 8 → Dec 8 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 6.8d
Coordinators 5.1d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.8 days
Coordinators
5.1 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Nov 21, 2025 Due: Dec 9, 2025 Completed: Dec 8, 2025 (1 days early)
📅
9.9 days Total Age
⏱️
6.8d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
3.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545819
Midmark Service Request Dispatch Authorization - WO-00130477
Closed
Zone 2 PM NWD 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 739983 002-10251-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amy Chapman
Owner
Jessica Sells
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316677 (current) Invoiced
Preventive Maintenance • Jon Kuehl
Created: Nov 21, 2025 • Closed: Dec 8, 2025
Completed with minor delays
Invoiced • 103 days old
🚨
Primary Delay 6.8 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 3.4 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
0.2d / 1.0d SLA
Awaiting Parts - Customer
6.8d
Assigned
2.8d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
0.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/03/2025 SRobinson- Order No: 739983


Customer PO No: SR1497714


Customer: Heartland Veterinary Partners


Service Request NO: 1497714


Ship To Name: Advanced Vet Care Group


Ship To Address: 41740 Michigan Ave    


Ship To City/State: CANTON, MI 48188


Waybill (Tracking #): 1ZE444250348725911


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 02-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10251-00 SERIAL #: DESCRIPTION: M11 PERIODIC MAINTENANCE SERVICE


11/21/2025 CRamen assigned to JKuehl (MHuffman on PTO) and placed into APC


11/21/2025jsells

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

🔧 Work Performed
Performed PM on unit per service bulletin successfully.
🔍 Technician Findings
Unit is full operational upon arrival.
⚠️ Problem Description
Zone 2 PM NWD 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 739983 002-10251-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 21, 8:29 AM
Case Number: 00545819
Subject: Midmark Service Request Dispatch Authorization - WO-00130477
Status: Closed
📋
▶
2 Work Order Created Nov 21, 11:41 AM
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 21, 12:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 47m, 0m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Dec 3, 11:11 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 11d 22h
🆕
▶
2 Status: Entered Dec 3, 12:19 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h5A00000GzKACQA3, Jon Kuehl
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Dec 5, 7:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-12-08T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Dec 8, 12:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 5h
🚗
Status: Tech Off Site by Jonathan Kuehl Dec 8, 3:23 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 43m
✔️
▶
2 Status: Completed Dec 8, 6:33 PM
Status: Completed → 7x Labor Added
⏱️
7x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.4666666666667, 2.7333333333333, 2.2833333333333, 0.3, 155, 146
🏁
Status: Closed by Jonathan Kuehl Dec 8, 6:41 PM
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Dec 10, 1:51 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Dec 15, 11:25 AM
Invoice Number: SM-248692

Bottlenecks

Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00545819
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Jon Kuehl
Scheduled
Dec 8, 1:00 PM
Created
Nov 21, 11:41 AM
Invoice #
SM-248692

Work Details (7)

Name Type Status Qty Amount Date
WL-03030656 Labor Open 2.4666666666667 $0.00 Dec 8, 6:38 PM
WL-03030657 Labor Open 2.7333333333333 $240.00 Dec 8, 6:38 PM
WL-03030658 Labor Open 2.2833333333333 $0.00 Dec 8, 6:38 PM
WL-03030659 Labor Open 0.3 $0.00 Dec 8, 6:38 PM
WL-03030660 Travel Open 155 $110.00 Dec 8, 6:38 PM
WL-03030661 Travel Open 146 $0.00 Dec 8, 6:38 PM
WL-03030662 Expenses Open 1 $0.00 Dec 8, 6:38 PM

Details