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WO-01317067 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Coastal Animal Hospital — 435 Santa Fe Dr, ENCINITAS CA, 92024-2529

Nov 24, 2025 → Dec 2, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 2, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 3, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 2, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
Created: Nov 24, 2025 Completed: Dec 3, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0 / 4
Nov 24 → Nov 25 Ready for Scheduling ▶ Running 1 1 / 4
Nov 25 → Nov 25 Assigned ▶ Running 0 1 / 4
Nov 25 → Dec 2 Scheduled ▶ Running 3 4 / 4
Dec 2 → Dec 3 Tech On Site ▶ Running 1 5 / 4
Dispatch 0.0d
Coordinators 5.5d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.5 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Nov 24, 2025 Due: Dec 2, 2025 Completed: Dec 3, 2025 (on time)
📅
4.7 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.6d 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

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🎫
Case #00546370
Midmark Service Request Dispatch Authorization - WO-00130978
Closed
Zone 2 NWD C533 ADDITIONAL NOTES 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. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brittany Bergquist
Owner
Sherry Reich
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317067 (current) Invoiced
Repair • Kwame Cobb
Created: Nov 24, 2025 • Closed: Dec 2, 2025
Completed with minor delays
Invoiced • 100 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 4.6 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
Assigned
0.4d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-25 Mburris email from POC to set

11-25 Mburris email sent to POC

11/24/25 SReich - Left a vm, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
Ran unit through multiple cycles. Unit functioning properly without any errors.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Zone 2 NWD C533 ADDITIONAL NOTES 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. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 24, 12:23 PM
Case Number: 00546370
Subject: Midmark Service Request Dispatch Authorization - WO-00130978
Status: Closed
📋
2 Work Order Created Nov 24, 5:31 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
2 Technician Assigned Nov 25, 8:06 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14h 32m
🗓️
2 Status: Scheduled Nov 25, 11:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-02T18:00:00.000+0000
4.0 business days
🔧
Status: Tech On Site by Kwame Cobb Dec 2, 11:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
⏱️
3x Labor Added Dec 2, 11:41 AM
Type: Labor, Travel
Status: Open
Qty: 3, 120
⏱️
2 2x Labor Added Dec 2, 11:06 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 53m, 0m
3.1 business days
📄
2 Status: Ready to Bill Dec 5, 12:35 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 5.0 business days
🧾
Invoice Created Dec 11, 12:17 PM
Invoice Number: SM-248367

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00546370
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Dec 2, 1:00 PM
Created
Nov 24, 5:31 PM
Invoice #
SM-248367

Work Details (5)

Name Type Status Qty Amount Date
WL-03023512 Labor Open 3 $0.00 Dec 2, 11:41 AM
WL-03023513 Travel Open 120 $110.00 Dec 2, 11:41 AM
WL-03023514 Travel Open 120 $0.00 Dec 2, 11:41 AM
WL-03024509 Labor Open 2 $220.00 Dec 2, 11:06 PM
WL-03024510 Labor Open 3 $0.00 Dec 2, 11:06 PM

Details