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WO-01326630 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Rowan Scottsdale — 15323 N Scottsdale Rd, Ste E120, Scottsdale AZ, 85254-2481

Dec 15, 2025 → Dec 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 19, 2025
✓ SLA Met (3 biz days early)
Active: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
Created: Dec 15, 2025 Completed: Dec 16, 2025
Business Days Used 1 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 15 → Dec 15 Created ▶ Running 0 0 / 4
Dec 15 → Dec 15 Ready for Scheduling ▶ Running 0 0 / 4
Dec 15 → Dec 15 Assigned ▶ Running 0 0 / 4
Dec 15 → Dec 16 Scheduled ▶ Running 1 1 / 4
Dec 16 → Dec 16 Tech On Site ▶ Running 0 1 / 4
Dispatch 0.0d
Coordinators 1.6d
Field Work 0.3d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.6 days
Field Work
0.3 days
Billing
0.0 days
Created: Dec 15, 2025 Due: Dec 19, 2025 Completed: Dec 16, 2025 (3 days early)
📅
1.6 days Total Age
⏱️
3.6d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551748
Midmark Service Request Dispatch Authorization - WO-00137389
Closed
Zone 1 NWD/C232 special billing continued from SR 1495228 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 Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alyssa Aguilar
Owner
Sherry Reich
Created
Dec 15, 2025
Work Orders from this Case (1)
WO-01326630 (current) Invoiced
Repair • Tyler Bollman
Created: Dec 15, 2025 • Closed: Dec 16, 2025
Completed with minor delays
Invoiced • 79 days old
🚨
Primary Delay 3.6 days stuck in "Closed"
⏱️
Total Delay 2.6 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.5d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 KKelch called Alyssa to schedule for tomorrow between 9 and 11 am. Customer confirmed. 

12/15/25 SReich - Left a vm, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
cleaned the bottom of the chamber and straightened the heating element, ran 2 successful test cycles.
🔍 Technician Findings
chamber bottom needing cleaned
⚠️ Problem Description
Zone 1 NWD/C232 special billing continued from SR 1495228 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 Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Dec 15, 1:54 PM
Case Number: 00551748
Subject: Midmark Service Request Dispatch Authorization - WO-00137389
Status: Closed
📋
▶
2 Work Order Created Dec 15, 2:30 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 Status: Assigned Dec 15, 2:49 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
🗓️
▶
2 Status: Scheduled Dec 15, 2:55 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-16T15:30:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Dec 16, 11:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 56m
⏱️
3x Labor Added Dec 16, 12:50 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 45
✔️
Status: Completed by Tyler Bollman Dec 16, 1:17 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 26m
🏁
Status: Closed by Tyler Bollman Dec 16, 2:01 PM
From: Completed
To: Closed
Duration in Previous: 43m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 19, 4:30 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Dec 19, 6:11 PM
Invoice Number: SM-249671

Bottlenecks

Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00551748
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Dec 16, 10:30 AM
Created
Dec 15, 2:30 PM
Invoice #
SM-249671

Work Details (3)

Name Type Status Qty Amount Date
WL-03039241 Labor Open 1.5 $0.00 Dec 16, 12:50 PM
WL-03039242 Labor Open 2 $220.00 Dec 16, 12:50 PM
WL-03039243 Travel Open 45 $110.00 Dec 16, 12:50 PM

Details