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← WO Overview

WO-01351461 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Daniel-Randall Veterinary Clinic — 3019 Godfrey Rd, Godfrey IL, 62035

Feb 12, 2026 → Feb 24, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 12 → Feb 17, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Feb 12, 2026 Completed: Feb 25, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 0 / 4
Feb 12 → Feb 17 Awaiting Parts - Customer ⏸ Paused 2 —
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 4
Feb 17 → Feb 17 Entered ▶ Running 0 0 / 4
Feb 17 → Feb 19 Assigned ▶ Running 2 2 / 4
Feb 19 → Feb 19 Entered ▶ Running 0 2 / 4
Feb 19 → Feb 19 Ready for Scheduling ▶ Running 0 2 / 4
Feb 19 → Feb 23 Assigned ▶ Running 2 4 / 4
Feb 23 → Feb 24 Scheduled ▶ Running 1 5 / 4
Feb 24 → Feb 25 Tech On Site ▶ Running 1 6 / 4
Dispatch 0.0d
Material Management 2.2d
Coordinators 6.8d
Field Work 1.2d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.2 days
Coordinators
6.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
1.8 days
Over SLA
Created: Feb 12, 2026 Due: Feb 24, 2026 Completed: Feb 25, 2026 (on time)
📅
7.8 days Total Age
⏱️
2.6d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
5.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567920
Repair
Closed
Zone 1 WD Display is going blank intermittently For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Christy Gildehaus
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351461 (current) Invoiced
Repair • Kevin Cox
Created: Feb 12, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 20 days old
🚨
Primary Delay 2.6 days stuck in "Assigned"
⏱️
Total Delay 5.6 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
0.3d / 1.0d SLA
Awaiting Parts - Customer
2.2d
Assigned
4.7d / 0.5d SLA
Scheduled
1.8d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 KKelch called Christy to schedule for tomorrow between 2:30 and 3:30 pm. Customer confirmed. 

2/20 KKelch called Christy to schedule for 2/24 between 9 and 11 am. Left info. 

02/19/2026 LHill-sent TEAMS message to Craig Dempsey- I have WO-01351461 midmark repair in Godfrey, IL.. Looking at Kevin's calendar I was trying to see if he could do this tomorrow. On his calendar for tomorrow I see 2 meetings. Would he be able to do this one tomorrow?


02/16/2026 LHill-called (618) 466-7147 for Christy. She has received the parts. I will be back in touch to see if tech can do this tomorrow. Hours tomorrow are 7am-6pm.


02/19/2026 LHill-tracked parts-Your shipment

1ZE444250372097260

Estimated delivery

Today, February 19, between 9:45 A.M. - 11:45 A.M. 




2/17/26 SReich

Order No: 755104 Customer PO No: SR1537796 Customer: Midmark No Charge Service Request NO: 1537796 Ship To Name: Daniel-Randall Veterinary Clinic Ship To Address: 3019 Godfrey Rd Ship To City/State: GODFREY, IL 62035 Waybill (Tracking #): 1ZE444250372097260 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 17-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 015-3589-00 SERIAL #: DESCRIPTION: PCB ASSEMBLY, STERILIZER DISPLAY


2/12/2026 CRamen assigned to JKuehl and placed into APC


2/12/2026jsells

spoke with Christy, and I gave her work order number and let her know that a coordinator would be calling to schedule

🔧 Work Performed
Replace display and perform functional test unit is working properly
🔍 Technician Findings
Found that the display is not working properly
⚠️ Problem Description
Zone 1 WD Display is going blank intermittently For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 12, 12:50 PM
Case Number: 00567920
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 12, 4:59 PM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 12, 5:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 23m, 0m
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Sherry Reich Feb 17, 4:37 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 23h
🆕
▶
2 Status: Entered Feb 17, 5:55 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
⏳ 2.8 business days
🆕
Status: Entered by Charles Ramen Feb 19, 1:43 PM
From: Assigned
To: Entered
Duration in Previous: 1d 19h
📅
Status: Ready for Scheduling by Jessica Sells Feb 19, 1:54 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
2 Technician Assigned Feb 19, 2:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 32m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 12:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-24T20:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Kevin Cox Feb 24, 2:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
▶
4 4x Labor Added Feb 24, 11:17 PM
4x Labor Added → Travel Added → Status: Completed → Status: Closed
🚗
Travel Added
Type: Travel
Status: Open
Qty: 44
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 9h 13m
🏁
Status: Closed by Kevin Cox
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.1 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 12:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
📨
▶
2 Status: Invoice Pending Feb 27, 11:47 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.0 business days
🧾
Invoice Created Mar 1, 4:05 PM
Invoice Number: SM-255193

Bottlenecks

Assigned
Duration: 2.1 business days (threshold: 4.0 business hours)
Exceeded by 1.6 business days
Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours

🔗 Related Artifacts

📞
Case 00567920
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Feb 24, 3:30 PM
Created
Feb 12, 4:59 PM
Invoice #
SM-255193

Work Details (6)

Name Type Status Qty Amount Date
WL-03103451 Parts Open 1 $0.00 Feb 12, 4:59 PM
WL-03118934 Labor Open 0.66666666666667 $0.00 Feb 24, 11:17 PM
WL-03118935 Labor Open 0.75 $110.00 Feb 24, 11:17 PM
WL-03118936 Labor Open 0.91666666666667 $0.00 Feb 24, 11:17 PM
WL-03118937 Travel Open 43 $110.00 Feb 24, 11:17 PM
WL-03118938 Travel Open 44 $0.00 Feb 24, 11:19 PM

Details