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WO-01337109 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Synergy Women’s Health Care — 2525 NW Lovejoy St, Ste 300, Portland OR, 97210-2864

Jan 9, 2026 → Feb 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 15, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 9 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 13, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 13 → Jan 14, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Jan 14 → Jan 28, 2026
9 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Jan 9, 2026 Completed: Feb 2, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 9 → Jan 9 Created ▶ Running 0 0 / 4
Jan 9 → Jan 9 Ready for Scheduling ▶ Running 0 0 / 4
Jan 9 → Jan 9 Assigned ▶ Running 0 0 / 4
Jan 9 → Jan 13 Scheduled ▶ Running 2 2 / 4
Jan 13 → Jan 14 Tech On Site ▶ Running 1 3 / 4
Jan 14 → Jan 28 Awaiting Parts ⏸ Paused 9 —
Jan 28 → Jan 29 Ready for Scheduling ▶ Running 1 4 / 4
Jan 29 → Jan 29 Entered ▶ Running 0 4 / 4
Jan 29 → Jan 29 Assigned ▶ Running 0 4 / 4
Jan 29 → Feb 2 Scheduled ▶ Running 2 6 / 4
Feb 2 → Feb 2 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 10.0d
Coordinators 6.2d
Field Work 2.1d
Billing 1.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Over SLA
Coordinators
6.2 days
Over SLA
Field Work
2.1 days
Over SLA
Billing
1.9 days
Over SLA
Created: Jan 9, 2026 Due: Feb 4, 2026 Completed: Feb 3, 2026 (1 days early)
📅
15.8 days Total Age
⏱️
10.0d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
11.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 13, 2026
Visit 2 Feb 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557612
Midmark Service Request Dispatch Authorization - WO-00145739
Closed
Zone 1 WD No functions. ADDITIONAL NOTES Customer is needing service ASAP. If Anne is not available, ask for Lana 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
Anne Husk
Owner
Sherry Reich
Created
Jan 9, 2026
Work Orders from this Case (1)
WO-01337109 (current) Invoiced
Repair • Tim Holman
Created: Jan 9, 2026 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 54 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 11.6 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
1.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Awaiting Parts
10.0d / 3.0d SLA
Completed
0.7d / 1.0d SLA
Closed
4.3d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/5/2026 NSuarez Milage for date of 1/13/2026 is missing please add.

1-29 Mburris spoke with Anne Husk and set appt 2-2 1:30pm

01/29/2026 EMartin

Your shipment

1ZE444250171615562




Scheduled Delivery

Today, January 29 by 10:30 A.M.

Your package has arrived at a local UPS location and is being processed for delivery.


1/28/2026jsells

Ship To Name: Synergy Women?s Health Care Ship To Address: 2525 NW Lovejoy St Ste 300 Ship To City/State: Portland, OR 97210-2864 Waybill (Tracking #): 1ZE444250171615562 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 28-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10884-00 SERIAL #: DESCRIPTION: M11-05X DISPLAY ASSEMBLY


Mburris call from Midmark with POC to set

1/9/26 SReich - Left a vm, gave them the WO # and told them someone would be reaching out to schedule.  

🔧 Work Performed
02-02 JM: Replaced display kit assembly. Ran test cycle with no issues. 1.13.26 Reseated connections, checked fuses, Called Midmark. We determined that the Touch screen needs to be replaced. Awaiting parts.
🔍 Technician Findings
No image on Touch screen
⚠️ Problem Description
Zone 1 WD No functions. ADDITIONAL NOTES Customer is needing service ASAP. If Anne is not available, ask for Lana to schedule service. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Jan 9, 12:05 PM
Case Number: 00557612
Subject: Midmark Service Request Dispatch Authorization - WO-00145739
Status: Closed
📋
▶
2 Work Order Created Jan 9, 3:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Jan 9, 4:14 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-12T16:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Jan 12, 11:24 AM
Scheduled For: 2026-01-13T22:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Jan 13, 5:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
▶
4 3x Labor Added Jan 14, 10:01 AM
3x Labor Added → Expenses Added → Parts Requested → Status: Awaiting Parts
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📦
Parts Requested
Order: 00088237
Status: Closed
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 17h 0m
🚨 10.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 28, 5:05 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14d 7h
🆕
▶
2 Status: Entered Jan 29, 2:07 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: a0hVU0000005Ih3YAE, Jason Morris
🗓️
▶
2 Status: Scheduled Jan 29, 2:15 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-02T21:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jason Morris Feb 2, 3:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
⏱️
▶
2 3x Labor Added Feb 2, 4:59 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jason Morris
From: Tech On Site
To: Completed
Duration in Previous: 1h 43m
⏱️
▶
2 Labor Added Feb 2, 10:11 PM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 5h 12m
⏳ 3.2 business days
👷
▶
2 Technician Assigned Feb 5, 4:24 PM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 18h
🚗
▶
2 2x Travel Added Feb 5, 4:33 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Tim Holman
From: WO Correction Needed
To: Closed
Duration in Previous: 8m
📄
Status: Ready to Bill by Nancy Suarez Feb 6, 12:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 32m
⏳ 2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Feb 9, 11:51 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 23h
💰
▶
2 Status: Invoiced Feb 9, 11:56 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253428

Bottlenecks

Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours

🔗 Related Artifacts

📞
Case 00557612
Closed
📦
Parts Order 00088237
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 2, 4:30 PM
Created
Jan 9, 3:48 PM
Invoice #
SM-253428

Work Details (10)

Name Type Status Qty Amount Date
WL-03064418 Labor Open 2 $0.00 Jan 14, 10:01 AM
WL-03064419 Labor Open 1 $110.00 Jan 14, 10:01 AM
WL-03064420 Labor Open 4 $0.00 Jan 14, 10:01 AM
WL-03064424 Expenses Open 1 $0.00 Jan 14, 10:02 AM
WL-03088454 Labor Open 1.25 $0.00 Feb 2, 4:59 PM
WL-03088455 Labor Open 1.75 $192.50 Feb 2, 4:59 PM
WL-03088456 Travel Open 32 $110.00 Feb 2, 4:59 PM
WL-03088921 Labor Open 1.5 $0.00 Feb 2, 10:11 PM
WL-03093765 Travel Open 45 $110.00 Feb 5, 4:33 PM
WL-03093766 Travel Open 170 $0.00 Feb 5, 4:33 PM

Details