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← WO Overview

WO-01327589 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Franciscan Physician Network — 7310 W Lincoln Hwy, Crown Point IN, 46307-9528

Dec 22, 2025 → Jan 20, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 29, 2025
✗ SLA Missed (11 biz days late)
Active: 15 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 20, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 26, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 26 → Dec 26, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Dec 29, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 29 → Dec 31, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 31 → Jan 2, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Jan 2 → Jan 7, 2026
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 7 → Jan 9, 2026
2 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 14, 2026
2 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Reschedule
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 14 → Jan 20, 2026
3 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 15 of 4 biz days used
Created: Dec 22, 2025 Completed: Jan 20, 2026
Business Days Used 15 / 4
0 4d budget +11d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Dec 22 → Dec 22 Created ▶ Running 0 0 / 4
Dec 22 → Dec 22 Ready for Scheduling ▶ Running 0 0 / 4
Dec 22 → Dec 22 Assigned ▶ Running 0 0 / 4
Dec 22 → Dec 26 Scheduled ▶ Running 3 3 / 4
Dec 26 → Dec 26 Tech On Site ▶ Running 0 3 / 4
Dec 26 → Dec 26 Awaiting Parts ⏸ Paused 0 —
Dec 26 → Dec 29 Ready for Scheduling ▶ Running 1 4 / 4
Dec 29 → Dec 31 Assigned ▶ Running 2 6 / 4
Dec 31 → Jan 2 Scheduled ▶ Running 1 7 / 4
Jan 2 → Jan 2 Tech On Site ▶ Running 0 7 / 4
Jan 2 → Jan 7 Awaiting Parts ⏸ Paused 3 —
Jan 7 → Jan 9 Ready for Scheduling ▶ Running 2 9 / 4
Jan 9 → Jan 9 Entered ▶ Running 0 9 / 4
Jan 9 → Jan 12 Assigned ▶ Running 1 10 / 4
Jan 12 → Jan 14 Scheduled ▶ Running 2 12 / 4
Jan 14 → Jan 14 Reschedule ▶ Running 0 12 / 4
Jan 14 → Jan 14 Entered ▶ Running 0 12 / 4
Jan 14 → Jan 14 Assigned ▶ Running 0 12 / 4
Jan 14 → Jan 20 Scheduled ▶ Running 3 15 / 4
Jan 20 → Jan 20 Tech On Site ▶ Running 0 15 / 4
Dispatch 0.0d
Material Management 4.3d
Coordinators 21.1d
Field Work 0.5d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.3 days
Over SLA
Coordinators
21.1 days
Over SLA
Field Work
0.5 days
Billing
0.2 days
Created: Dec 22, 2025 Due: Jan 14, 2026 Completed: Jan 20, 2026 (5 days late)
📅
19.0 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
24 transitions Status Changes
⚠️
13.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 26, 2025
Visit 2 Jan 2, 2026
Visit 3 Jan 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553444
Midmark Service Request Dispatch Authorization - WO-00140052
Closed
Zone 1 WD-no display Please contact office number to schedule service. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Joachim Mekoum
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327589 (current) Invoiced
Repair • Tyler Bollman
Created: Dec 22, 2025 • Closed: Jan 20, 2026
Completed with significant delays
Invoiced • 72 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 13.3 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
4.1d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
12.7d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Awaiting Parts
4.3d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
0.2d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/23/26 NSuarez requested invoice SM-252091 to be deleted the expense line where not take off.

1/14/2026 CRamen spoke with Joachim and re-scheduled for Tuesday 1/20/2025 with tech arrival between 8-10am. Tech was in accident. Re-assigning to Tyler B


1/12/2026 CRamen Joe returned call confirming requested schedule of Tuesday 1/13/2026 with tech arrival between 10-12


1/9/2026 CRamen left a vm for a returned call to schedule for Tuesday 1/13/2026 with tech arrival between 12-1pm


1/8/26 CDempsey- parts delivered today.

01/07/2026 SRobinson- Order No: 746961


Customer PO No: SR1511888


Customer: Midmark No Charge


Service Request NO: 1511888


Ship To Name: Franciscan Phys Netwrk Schererville


Ship To Address: 7310 W Lincoln Hwy    


Ship To City/State: Crown Point, IN 46307-9528


Waybill (Tracking #): 1ZE444250372215784


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 07-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 015-1550-02 SERIAL #: DESCRIPTION: STERILIZER DISPLAY PCB ASSY - 18"

12/31 KKelch called Joe to schedule for 1/2 between 12 and 1 pm. Customer confirmed. 

12/29 KKelch called Joachim to schedule for 12/30 between 1 and 2 pm. Left VM. 

12/26/25 SReich

Order No: 746053 Customer PO No: SR1511888 Customer: Midmark No Charge Service Request NO: 1511888 Ship To Name: Franciscan Phys Netwrk Schererville Ship To Address: 7310 W Lincoln Hwy Ship To City/State: Crown Point, IN 46307-9528 Waybill (Tracking #): 1ZE444250370686403 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 26-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-1551-00 SERIAL #: DESCRIPTION: M9/M11 MEMBRANE SWITCH


12/22 KKelch Joachim called me back to schedule for 12/26 between 9 and 11 am. Customer confirmed. 

12/22 KKelch called Joachim to schedule for 12/26 between 9 and 11 am. Left VM. 

12/22/25 RBerry- Sent teams message to KKelch and CDempsey stating: Kaitlyn KelchCraig Dempsey WO-01327589 Midmark repair in Crown Point, IN due 12/29/25- Andy already has a WO assigned to him right by this site. Can Andy take this WO? 


Received message from KKelch stating; Yes


12/22/25 RBerry- Received teams message from LYoder stating: if kaitlyn is scheduling for him then yes

 


12/22/25 RBerry- Sent teams message to DCarvalho stating: Also, WO-01327589 Midmark repair in Crown Point, IN due 12/29/25- Andy already has a WO assigned to him right by this site. Do you want me to ask Kaitlyn if Andy can take this as well since he will already be out there? Or give to Alan? 


12/22/2025jsells

left a voicemail with the work order number and let Joachim know someone will call him to schedule

🔧 Work Performed
Tech started by removing the right side of the autoclave and checking to make sure all components were plugged in, which they were. Tech did notice that the display plugin strip was split in 1/2. Tech then removed the trays and ran an unwrapped cycle. In between the 1st and 2nd steam release cycle, the display screen showed a bunch of different numbers and letters across it, photo included in WO. Tech pressed the ribbon strip and the letters and numbers went away, but came back during the sterilization cycle. The touchpad would not work, but the unwrapped cycle finished. Tech called Midmark and talked to Brian, tech explained to Brian what was going on and he agreed that the Touch Pad needs to be replaced. Brain said they will send it out to the customer. Customer approved the part and second trip. Update 1/2/2026 - Tech arrived on site and was handed the part that was ordered. Tech installed the new touchscreen. After the touchscreen was installed, tech ran a unwrapped cycle. During cycle the display screen quiet working completely, tech showed the POC and told her that a new display panel would have to be ordered. Tech call Midmark and spoke to Jason. Tech told Jason what was going on and he said he will be sending a new display panel. She agreed to the part and a third trip. 1/20/26 screen replaced and successfully ran test cycle
🔍 Technician Findings
Tech arrived on site and was told that the autoclave's touchpad would work, but when a cycle is started, the screen goes blank and you can't touch anything, but the unit will finish the cycle.
⚠️ Problem Description
Zone 1 WD-no display Please contact office number to schedule service. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Dec 22, 9:55 AM
Case Number: 00553444
Subject: Midmark Service Request Dispatch Authorization - WO-00140052
Status: Closed
📋
▶
2 Work Order Created Dec 22, 10:56 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 22, 11:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 28m
👷
Technician Assigned by Rhea Berry Dec 22, 11:36 AM
Technician: Andrew Przybyla
📅
▶
2 Dispatch Scheduled Dec 22, 11:56 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 28m
⏳ 4.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Dec 26, 9:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
📦
▶
3 Parts Requested Dec 26, 10:00 AM
Parts Requested → Status: Awaiting Parts → 6x Labor Added
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 0m
⏱️
6x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 39
📅
Status: Ready for Scheduling by Sherry Reich Dec 26, 2:08 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4h 7m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 29, 10:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 19h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 31, 9:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-02T18:00:00.000+0000
⏳ 2.0 business days
🚗
Travel Added Jan 2, 9:58 AM
Type: Travel
Status: Open
Qty: 39
🔩
3x Parts Added Jan 2, 11:52 AM
Type: Parts, Labor
Status: Open
Qty: 1, 1.5
🔧
Status: Tech On Site by Andrew Przybyla Jan 2, 12:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 2h
📦
▶
2 Parts Requested Jan 2, 12:34 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 34m
💵
Expenses Added Jan 2, 5:45 PM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Jan 3, 11:03 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Jan 7, 3:50 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 3h
⏳ 3.0 business days
🆕
▶
3 Status: Entered Jan 9, 4:57 PM
Status: Entered → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: Alan Page
👷
Status: Assigned by Charles Ramen
From: Entered
To: Assigned
Duration in Previous: 1m
⏳ 1.9 business days
🗓️
▶
3 Status: Scheduled Jan 12, 9:50 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-13T17:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-13T16:30:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Charles Ramen Jan 14, 12:19 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 2h
🆕
▶
3 Status: Entered Jan 14, 12:24 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Tyler Bollman
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-20T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Tyler Bollman Jan 20, 11:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
💵
6x Expenses Added Jan 20, 12:37 PM
Type: Expenses, Labor, Parts, Travel
Status: Open
Qty: 1, 2, 62
✔️
Status: Completed by Tyler Bollman Jan 20, 12:54 PM
From: Tech On Site
To: Completed
Duration in Previous: 58m
🏁
Status: Closed by Tyler Bollman Jan 20, 2:22 PM
From: Completed
To: Closed
Duration in Previous: 1h 28m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Jan 23, 12:26 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
📄
▶
2 Status: Ready to Bill Jan 23, 1:55 PM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Nancy Suarez
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill, Invoice Pending
Duration in Previous: 2m, 0m
💰
Status: Invoiced by Nancy Suarez Jan 23, 2:03 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created Jan 23, 9:19 PM
Invoice Number: SM-252111

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Awaiting Parts
Duration: 3.8 business days (threshold: 3.0 business days)
Exceeded by 6.4 business hours
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00553444
Closed
📦
Parts Order 00087326
Closed
📦
Parts Order 00087596
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Jan 20, 9:00 AM
Created
Dec 22, 10:56 AM
Invoice #
SM-252111

Work Details (18)

Name Type Status Qty Amount Date
WL-03047795 Labor Open 1.5 $0.00 Dec 26, 10:04 AM
WL-03047796 Labor Open 1.5 $165.00 Dec 26, 10:04 AM
WL-03047797 Labor Open 1.5 $0.00 Dec 26, 10:04 AM
WL-03047798 Travel Open 39 $110.00 Dec 26, 10:04 AM
WL-03047799 Travel Open 39 $0.00 Dec 26, 10:04 AM
WL-03047800 Expenses Open 1 $0.00 Dec 26, 10:04 AM
WL-03052360 Travel Open 39 $0.00 Jan 2, 9:58 AM
WL-03052467 Parts Open 1 $0.00 Jan 2, 11:52 AM
WL-03052468 Labor Open 1.5 $165.00 Jan 2, 11:52 AM
WL-03052469 Labor Open 1.5 $0.00 Jan 2, 11:52 AM
WL-03052731 Expenses Open 1 $0.00 Jan 2, 5:45 PM
WL-03053040 Expenses Open 1 $0.00 Jan 3, 11:03 AM
WL-03071657 Expenses Open 1 $0.00 Jan 20, 12:37 PM
WL-03071658 Labor Open 2 $220.00 Jan 20, 12:37 PM
WL-03071659 Parts Open 1 $0.00 Jan 20, 12:37 PM
WL-03071660 Travel Open 62 $110.00 Jan 20, 12:37 PM
WL-03071661 Labor Open 2 $0.00 Jan 20, 12:37 PM
WL-03071662 Expenses Open 1 $0.00 Jan 20, 12:37 PM

Details