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WO-01328404 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Northern Illinois Veterinary Servic — 11655 US Highway 20 E, Stockton IL, 61085

Dec 30, 2025 → Jan 7, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 6, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 7, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 30 → Dec 31, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Dec 31 → Jan 2, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 2 → Jan 7, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Dec 30, 2025 Completed: Jan 7, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Dec 30 Created ▶ Running 0 0 / 4
Dec 30 → Dec 30 Ready for Scheduling ▶ Running 0 0 / 4
Dec 30 → Dec 30 Assigned ▶ Running 0 0 / 4
Dec 30 → Dec 31 Awaiting Parts - Customer ⏸ Paused 1 —
Dec 31 → Dec 31 Ready for Scheduling ▶ Running 0 0 / 4
Dec 31 → Jan 2 Assigned ▶ Running 1 1 / 4
Jan 2 → Jan 7 Scheduled ▶ Running 3 4 / 4
Jan 7 → Jan 7 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 1.8d
Coordinators 4.9d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
4.9 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 30, 2025 Due: Jan 8, 2026 Completed: Jan 7, 2026 (1 days early)
📅
5.9 days Total Age
⏱️
3.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
4.0d 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 #00554871
Midmark Service Request Dispatch Authorization - WO-00142849
Closed
Zone 2 NWD Door Issues 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! Ship Exchanged Open 746477 002-0790-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kaitlyn Huss
Owner
Jessica Sells
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328404 (current) Invoiced
Repair • Mike Huffman
Created: Dec 30, 2025 • Closed: Jan 7, 2026
Completed with minor delays
Invoiced • 64 days old
🚨
Primary Delay 3.3 days stuck in "Scheduled"
⏱️
Total Delay 4.0 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
0.2d / 1.0d SLA
Assigned
1.5d / 0.5d SLA
Awaiting Parts - Customer
1.8d
Scheduled
3.3d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/2/2025 CRamen spoke with Kayley and scheduled for Wednesday 1/7/2026 with tech arrival between 11am-1pm


12/31/2025 CRamen Facility is closed Parts on order


12/31 KHardison: No ETA. Updated due date.

Ship To Name: Northern Illinois Veterinary Servic Ship To Address: 11655 US Highway 20 E Ship To City/State: Stockton, IL 61085-9700 Waybill (Tracking #): 1ZE444250370517738 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V

12/30/2025 CRamen assigned to RByer and placed into APC


12/30/2025jsells

spoke with Kaityn and I gave her the work order number and told her a coordinator will call to schedule the visit

🔧 Work Performed
1/7/2026 Mike Huffman. Replaced the Door Motor Assembly, part 002-0790-0x. Completed the Service Request Authorization and obtained customer signature.
🔍 Technician Findings
Door will not close.
⚠️ Problem Description
Zone 2 NWD Door Issues 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! Ship Exchanged Open 746477 002-0790-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 30, 8:51 AM
Case Number: 00554871
Subject: Midmark Service Request Dispatch Authorization - WO-00142849
Status: Closed
📋
▶
2 Work Order Created Dec 30, 11:40 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
👷
▶
3 Technician Assigned Dec 30, 12:43 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 0m
👤
Status: Awaiting Parts - Customer by Charles Ramen
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 31, 2:53 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
2 Status: Assigned Dec 31, 3:08 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Mike Huffman
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 2, 4:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-07T18:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Jan 7, 12:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
⏱️
3x Labor Added Jan 7, 12:42 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 64
✔️
Status: Completed by MICHAEL HUFFMAN Jan 7, 12:57 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 51m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 9, 11:40 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Jan 12, 1:55 PM
Invoice Number: SM-250898

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.9 business hours
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00554871
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Mike Huffman
Scheduled
Jan 7, 1:00 PM
Created
Dec 30, 11:40 AM
Invoice #
SM-250898

Work Details (3)

Name Type Status Qty Amount Date
WL-03056231 Labor Open 1.5 $0.00 Jan 7, 12:42 PM
WL-03056232 Labor Open 1 $110.00 Jan 7, 12:42 PM
WL-03056233 Travel Open 64 $230.00 Jan 7, 12:42 PM

Details