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WO-01318727 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Rio Linda Veterinary Clinic — 432 M St,, Rio Linda, CA, 95673-2297

Dec 4, 2025 → Dec 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 10, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 10, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Dec 4, 2025 Completed: Dec 10, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0 / 4
Dec 4 → Dec 5 Ready for Scheduling ▶ Running 1 1 / 4
Dec 5 → Dec 5 Assigned ▶ Running 0 1 / 4
Dec 5 → Dec 10 Scheduled ▶ Running 3 4 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Coordinators 5.3d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.3 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Dec 4, 2025 Due: Dec 10, 2025 Completed: Dec 10, 2025 (on time)
📅
5.0 days Total Age
⏱️
3.3d in Scheduled Longest Stage
🔄
8 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

Open in Salesforce →
🎫
Case #00548557
Midmark Service Request Dispatch Authorization - WO-00134323
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD burning pouches ADDITIONAL NOTES Closed on Mondays and Tuesdays. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jamie Wood
Owner
Kimberly Hardison
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318727 (current) Invoiced
Repair • Justin Armas
Created: Dec 4, 2025 • Closed: Dec 10, 2025
Completed with minor delays
Invoiced • 90 days old
🚨
Primary Delay 3.3 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
2.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.3d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/5/25 Rberry- Spoke with Jamie Wood, scheduled for 12/10/25 with an arrival time between 8-10AM. 

🔧 Work Performed
Ran sterilizer found no issue with over heating, unit is venting and drying normal, found no issue.
🔍 Technician Findings
Customer stated unit was burning pack
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD burning pouches ADDITIONAL NOTES Closed on Mondays and Tuesdays. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 3, 2:31 PM
Case Number: 00548557
Subject: Midmark Service Request Dispatch Authorization - WO-00134323
Status: Closed
📋
Work Order Created Dec 4, 11:07 AM
Work Order: WO-01318727
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 4, 11:16 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 9m
⏳ 2.0 business days
👷
▶
4 Technician Assigned Dec 5, 4:14 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 4h
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-10T16:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Justin Armas Dec 10, 11:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
⏱️
▶
2 5x Labor Added Dec 10, 4:11 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Tech On Site
To: Completed
Duration in Previous: 4h 23m
🏁
Status: Closed by Justin Armas Dec 10, 4:18 PM
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Dec 15, 1:04 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-249120

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.7 business hours
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00548557
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Justin Armas
Scheduled
Dec 10, 11:30 AM
Created
Dec 4, 11:07 AM
Invoice #
SM-249120

Work Details (5)

Name Type Status Qty Amount Date
WL-03033205 Labor Open 0.5 $55.00 Dec 10, 4:11 PM
WL-03033206 Labor Open 1 $110.00 Dec 10, 4:11 PM
WL-03033207 Labor Open 0.5 $0.00 Dec 10, 4:11 PM
WL-03033208 Travel Open 12 $110.00 Dec 10, 4:11 PM
WL-03033209 Travel Open 12 $0.00 Dec 10, 4:11 PM

Details