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WO-01324837 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Pet Emergency & Trauma Services — 3003 Dale Earnhardt Blvd, STE 10, Kannapolis NC, 28083-1406

Dec 10, 2025 → Dec 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 16, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 17, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 10 → Dec 10, 2025
0 business days (not counted)
▶ Clock Running
Status: Entered
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 12, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts
Dec 12 → Dec 12, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 17, 2025
2 business days (counted)
Running total: 5 of 4 biz days used
Created: Dec 10, 2025 Completed: Dec 17, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0 / 4
Dec 10 → Dec 10 Ready for Scheduling ▶ Running 0 0 / 4
Dec 10 → Dec 10 Assigned ▶ Running 0 0 / 4
Dec 10 → Dec 10 Awaiting Parts - Customer ⏸ Paused 0 —
Dec 10 → Dec 10 Entered ▶ Running 0 0 / 4
Dec 10 → Dec 10 Ready for Scheduling ▶ Running 0 0 / 4
Dec 10 → Dec 10 Assigned ▶ Running 0 0 / 4
Dec 10 → Dec 12 Scheduled ▶ Running 2 2 / 4
Dec 12 → Dec 12 Awaiting Parts ⏸ Paused 0 —
Dec 12 → Dec 15 Ready for Scheduling ▶ Running 1 3 / 4
Dec 15 → Dec 15 Assigned ▶ Running 0 3 / 4
Dec 15 → Dec 17 Scheduled ▶ Running 2 5 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 5.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
5.8 days
Over SLA
Billing
0.0 days
Created: Dec 10, 2025 Due: Dec 19, 2025 Completed: Dec 17, 2025 (2 days early)
📅
5.2 days Total Age
⏱️
9.0d in Closed Longest Stage
🔄
11 transitions Status Changes
⚠️
8.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 11, 2025
Visit 2 Dec 16, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550561
Midmark Service Request Dispatch Authorization - WO-00136885
Closed
Travel Zone 2 PROBLEM SUMMARY NWD no power special billing ADDITIONAL NOTES Contact Cara on her cell (704)202-1878 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.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cara Kluttz
Owner
Shelby Robinson
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324837 (current) Invoiced
Repair • Todd Fogiel
Created: Dec 10, 2025 • Closed: Dec 16, 2025
Completed with minor delays
Invoiced • 84 days old
🚨
Primary Delay 9.0 days stuck in "Closed"
⏱️
Total Delay 8.9 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
1.6d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Closed
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 MOwens Called and spoke to Cara. Told her the parts delivered this morning. She will have the parts ready for when the tech returns to complete the repair. Scheduled the return visit for Tomorrow 12/16 after 4pm.

12/12/2025jsells

Ship To Name: Pet Emergency & Trauma Services Ship To Address: 3003 Dale Earnhardt Blvd STE 10 Ship To City/State: Kannapolis, NC 28083-1406 Waybill (Tracking #): 1ZE444250370990020 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10017-00 SERIAL #: DESCRIPTION: Kit, M11 115V Manifold LINE NO: 2.1 QTY: 1 ITEM: 015-0346-07 SERIAL #: DESCRIPTION: FUSE


12/10 MOwens Called Cara back and scheduled the repair visit for tomorrow 12/11 after 3pm. She said they are open 24hrs and this works for her.

12/10 MOwens Called Cara's cell number. Left a vm for her to call back to schedule the repair visit

12/10/2025 SRobinson- Called Cara Kluttz, 1(704) 202-1878. Went to VM, LM with WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
Unit evaluated Parts ordered 12/16/25 Manifold installed Unit cycle tested
🔍 Technician Findings
Unit located F2 fuse blown Eric colon already voltage checked components Under Midmark tech support they recommend manifold change to their rectified manifold Parts order- manifold and fuse 12/16/25 New manifold installed Unit cycle tested
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY NWD no power special billing ADDITIONAL NOTES Contact Cara on her cell (704)202-1878 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.
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 10, 11:08 AM
Case Number: 00550561
Subject: Midmark Service Request Dispatch Authorization - WO-00136885
Status: Closed
📋
Work Order Created Dec 10, 1:58 PM
Work Order: WO-01324837
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Dec 10, 2:06 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
2 Status: Assigned Dec 10, 2:32 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Todd Fogiel
👤
▶
2 Status: Awaiting Parts - Customer Dec 10, 3:16 PM
Status: Awaiting Parts - Customer → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: a0hVU000000Tz89YAC, Todd Fogiel
🗓️
▶
2 Status: Scheduled Dec 10, 3:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-11T20:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 5x Labor Added Dec 11, 9:19 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086659
Status: Closed
📦
Status: Awaiting Parts by Todd Fogiel
From: Scheduled
To: Awaiting Parts
Duration in Previous: 1d 5h
📅
Status: Ready for Scheduling by Jessica Sells Dec 12, 2:33 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 17h 13m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 15, 12:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 22h
🗓️
▶
2 Status: Scheduled Dec 15, 1:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-16T21:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 5x Labor Added Dec 16, 11:23 PM
5x Labor Added → 2x Expenses Added → Status: Completed
💵
2x Expenses Added
Type: Expenses, Parts
Status: Open
Qty: 1
✔️
Status: Completed by Todd Fogiel
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 10h, 0m
⚠️ 9.1 business days
📄
▶
3 Status: Ready to Bill Dec 30, 11:44 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250135

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.4 business hours
Closed
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00550561
Closed
📦
Parts Order 00086659
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Dec 16, 4:00 PM
Created
Dec 10, 1:58 PM
Invoice #
SM-250135

Work Details (12)

Name Type Status Qty Amount Date
WL-03035153 Labor Open 1.25 $0.00 Dec 11, 9:19 PM
WL-03035154 Labor Open 1 $110.00 Dec 11, 9:19 PM
WL-03035155 Labor Open 0.25 $0.00 Dec 11, 9:19 PM
WL-03035156 Travel Open 70 $0.00 Dec 11, 9:19 PM
WL-03035157 Travel Open 15 $110.00 Dec 11, 9:19 PM
WL-03040248 Labor Open 1.25 $137.50 Dec 16, 11:23 PM
WL-03040246 Labor Open 1.25 $0.00 Dec 16, 11:23 PM
WL-03040247 Labor Open 0.5 $0.00 Dec 16, 11:23 PM
WL-03040244 Travel Open 70 $0.00 Dec 16, 11:23 PM
WL-03040245 Travel Open 25 $110.00 Dec 16, 11:23 PM
WL-03040250 Expenses Open 1 $0.00 Dec 16, 11:25 PM
WL-03040249 Parts Open 1 $0.00 Dec 16, 11:25 PM

Details