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WO-01353114 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Goodvets Buckeye — 19591 W Indian School Rd., Ste. 105, Buckeye AZ, 85396

Feb 20, 2026 → Mar 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 26, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 20 → Feb 23, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 2, 2026
5 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
Created: Feb 20, 2026 Completed: Mar 3, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 20 → Feb 20 Created ▶ Running 0 0 / 4
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 0 / 4
Feb 20 → Feb 20 Assigned ▶ Running 0 0 / 4
Feb 20 → Feb 23 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 23 → Feb 23 Reschedule ▶ Running 0 0 / 4
Feb 23 → Mar 2 Scheduled ▶ Running 5 5 / 4
Mar 2 → Mar 3 Tech On Site ▶ Running 1 6 / 4
Dispatch 0.0d
Material Management 1.3d
Coordinators 6.1d
Field Work 0.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
6.1 days
Over SLA
Field Work
0.3 days
Created: Feb 20, 2026 Due: Feb 26, 2026 Completed: Mar 3, 2026 (4 days late)
📅
6.6 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00570534
Repair
Closed
Zone 1 NWD Overheating. 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
Web
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Feb 20, 2026
Work Orders from this Case (1)
WO-01353114 (current) Closed
Repair • Tyler Bollman
Created: Feb 20, 2026 • Closed: Mar 2, 2026
Completed with minor delays
Closed • 12 days old
🚨
Primary Delay 6.0 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.3d
Reschedule
0.0d / 2.0d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 KKelch called Heaven to schedule for 3/2 between 1 and 3 pm. Customer confirmed. Call logged on WO-01353114

2/20 KHardison - Spoke to Emily regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
ran 2 successful cycles. recommend a yearly PM for the future
🔍 Technician Findings
system tagged as down.
⚠️ Problem Description
Zone 1 NWD Overheating. 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 Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 20, 11:44 AM
Case Number: 00570534
Subject: Repair
Status: Closed
📋
Work Order Created Feb 20, 3:20 PM
Work Order: WO-01353114
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 20, 3:44 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 23m
👷
▶
2 Technician Assigned Feb 20, 4:18 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 34m, 0m
⏳ 2.0 business days
🔄
▶
4 Status: Reschedule Feb 23, 10:33 AM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T20:00:00.000+0000, 2026-03-02T22:30:00.000+0000, 2026-03-02T23:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T22:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Tyler Bollman Mar 2, 5:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 7h
⏱️
5x Labor Added Mar 2, 6:42 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.75, 0.25, 15, 8
✔️
Status: Completed by Tyler Bollman Mar 2, 8:18 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 38m, 0m

Bottlenecks

Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00570534
Closed

ℹ️ Work Order Details

Status
Closed
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Mar 2, 5:30 PM
Created
Feb 20, 3:20 PM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03126899 Labor Open 0.5 $55.00 Mar 2, 6:42 PM
WL-03126900 Labor Open 1.75 $192.50 Mar 2, 6:42 PM
WL-03126901 Labor Open 0.25 $27.50 Mar 2, 6:42 PM
WL-03126902 Travel Open 15 $110.00 Mar 2, 6:42 PM
WL-03126903 Travel Open 8 $0.00 Mar 2, 6:42 PM

Details