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← WO Overview

WO-01317458 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Petra Pet Clinic — 14768 Beach Blvd,, La Mirada CA, 90638-4250

Nov 26, 2025 → Dec 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 4, 2025
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 17, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 26 → Dec 1, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 4, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Dec 5 → Dec 10, 2025
3 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 15, 2025
3 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 10 of 4 biz days used
Created: Nov 26, 2025 Completed: Dec 17, 2025
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0 / 4
Nov 26 → Dec 1 Ready for Scheduling ▶ Running 1 1 / 4
Dec 1 → Dec 2 Assigned ▶ Running 1 2 / 4
Dec 2 → Dec 4 Scheduled ▶ Running 2 4 / 4
Dec 4 → Dec 5 Tech On Site ▶ Running 1 5 / 4
Dec 5 → Dec 10 Awaiting Parts ⏸ Paused 3 —
Dec 10 → Dec 15 Ready for Scheduling ▶ Running 3 8 / 4
Dec 15 → Dec 16 Scheduled ▶ Running 1 9 / 4
Dec 16 → Dec 17 Tech On Site ▶ Running 1 10 / 4
Dispatch 0.0d
Material Management 4.0d
Coordinators 10.5d
Field Work 2.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
10.5 days
Over SLA
Field Work
2.8 days
Over SLA
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 17, 2025 Completed: Dec 17, 2025 (on time)
📅
12.6 days Total Age
⏱️
10.0d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
15.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 3, 2025
Visit 2 Dec 16, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547117
Midmark Service Request Dispatch Authorization - WO-00131899
Closed
Zone 1 WD High Temp issues For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 740912 002-10867-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Justin Garber
Owner
Jessica Sells
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317458 (current) Invoiced
Repair • Omar Serrano
Created: Nov 26, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 98 days old
🚨
Primary Delay 10.0 days stuck in "Closed"
⏱️
Total Delay 15.2 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
4.6d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Tech On Site
2.8d / 1.0d SLA
Awaiting Parts
4.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
10.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-15 Mburris call from tech site POC reached out to set appt due to parts

12/10/25 SReich

Order No: 742963 Customer PO No: SR1499506 Customer: Midmark No Charge Service Request NO: 1499506 Ship To Name: Petra Pet Clinic Ship To Address: 14768 Beach Blvd Ship To City/State: La Mirada, CA 90638-4250 Waybill (Tracking #): 1ZE444250147866800 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 10-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V


12-2 Mburris email from POC to set

12-1 Mburris email sent to POC


1ZE444250171879617

Scheduled Delivery

Today, December 01 by 3:00 P.M


11/26/2025 SRobinson-

Order No: 740912


Customer PO No: SR1499506


Customer: Midmark No Charge


Service Request NO: 1499506  


Ship To Name: Petra Pet Clinic


Ship To Address: 14768 Beach Blvd    


Ship To City/State: La Mirada, CA 90638-4250


Waybill (Tracking #): 1ZE444250171879617


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 26-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10867-00 SERIAL #: DESCRIPTION: KIT, 120V M11-05X HEATING ELEMENT


11/26/2025jsells

spoke with Justin, and I gave him the WO# and told him someone will call to schedule

🔧 Work Performed
Arrived on site and checked in with poc who provided parts and escorted to unit. Began by draining unit and put on side. Replaced heating element and placed unit right side up. Ran test cycle but unit still having issues with pressure leak. Once running cycle found issues with air valve not closing due to steaming leaking back into reservoir. Tried cleaning air valve but still same issue. Called midmark and ordered new air valve. 12/16 arrived on site and checked in with customer to provide parts and gain access to unit. Opened up unit and replaced air valve and ran test cycle. Test cycle passed but customer asked if i could have them pack unit and run additional cycle but with instruments to ensure no further issues. Once that cycle passed unit returned to service.
🔍 Technician Findings
Customer states hearing element bad
⚠️ Problem Description
Zone 1 WD High Temp issues For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 740912 002-10867-00 1.00000
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Nov 26, 12:58 PM
Case Number: 00547117
Subject: Midmark Service Request Dispatch Authorization - WO-00131899
Status: Closed
📋
▶
2 Work Order Created Nov 26, 4:42 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
⏳ 1.9 business days
👷
▶
2 Technician Assigned Dec 1, 1:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 20h
🗓️
▶
2 Status: Scheduled Dec 2, 8:15 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-03T21:30:00.000+0000
📅
Dispatch Scheduled by Michael Burris Dec 2, 2:25 PM
Scheduled For: 2025-12-03T22:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 3, 10:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 13h
🚗
Travel Added Dec 4, 8:35 AM
Type: Travel
Status: Open
Qty: 22
⏱️
2x Labor Added Dec 4, 8:46 AM
Type: Labor
Status: Open
Qty: 0.75, 2
⏳ 2.0 business days
📦
▶
2 Parts Requested Dec 5, 9:03 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1d 10h
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Dec 10, 4:16 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 7h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 15, 12:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-16T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 16, 3:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
▶
2 3x Labor Added Dec 16, 9:43 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 6h 37m
🏁
Status: Closed by Omar Serrano Dec 16, 9:50 PM
From: Completed
To: Closed
Duration in Previous: 3m
🚨 10.3 business days
📄
▶
3 Status: Ready to Bill Dec 31, 12:22 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250229

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.2 business hours
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days

🔗 Related Artifacts

📞
Case 00547117
Closed
📦
Parts Order 00086295
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Dec 16, 3:00 PM
Created
Nov 26, 4:42 PM
Invoice #
SM-250229

Work Details (6)

Name Type Status Qty Amount Date
WL-03025985 Travel Open 22 $110.00 Dec 4, 8:35 AM
WL-03025991 Labor Open 0.75 $0.00 Dec 4, 8:46 AM
WL-03025992 Labor Open 2 $220.00 Dec 4, 8:46 AM
WL-03040095 Labor Open 1.5 $0.00 Dec 16, 9:43 PM
WL-03040096 Labor Open 1.5 $165.00 Dec 16, 9:43 PM
WL-03040097 Travel Open 41 $110.00 Dec 16, 9:43 PM

Details