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WO-01311015 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Houston Methodist — 6560 Fannin St, Scurlock Tower Ste 450, Houston TX, 77030-2735

Oct 23, 2025 → Nov 18, 2025

✅ Completed
P4 4 business days from creation
Target: Oct 29, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Nov 18)
⏸ 11d excluded (parts wait + holding)
✗ SLA Missed (9d late)
Dispatch 0.0d
Material Management 8.0d
Coordinators 14.3d
Field Work 0.0d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.0 days
Over SLA
Coordinators
14.3 days
Over SLA
Field Work
0.0 days
Billing
1.3 days
Created: Oct 23, 2025 Due: Nov 18, 2025 Completed: Nov 18, 2025 (on time)
📅
18.8 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
16.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Oct 29, 2025
Visit 2 Nov 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537763
Midmark Service Request Dispatch Authorization - WO-00119095
Closed
Travel Zone 1 PROBLEM SUMMARY NWD - C573 & C544 ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V1872626 Item M11-022 ITEM DESCRIPTION RITTER M11 ULTRACLAVE 115V PCR CODES Problem Cause Resolution HIGH TEMPERATURE C54X C57X C98X UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ron Davis
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311015 (current) Invoiced
Repair • Chane Lacy
Created: Oct 23, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 203 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 16.3 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
0.1d / 1.0d SLA
Assigned
6.7d / 0.5d SLA
Scheduled
7.6d / 2.0d SLA
Awaiting Parts
8.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21/25 CDempsey- fixed correction for Chane.

11/20 NSuarez missing SRA for date 10/29/2025.

11/13 KKelch Ron called me back to schedule for 11/18 between 9 and 11 am. Customer confirmed. 

11/13 KKelch called Ron to schedule for 11/18 between 9 and 11 am. Left VM.

11/12/25 SReich - Per the attached email from the customer: The parts have arrived and are in the department managers office. Please schedule any time to come out. We will make it happen.


11/10 KKelch called Ron to schedule for 11/12 between 12 and 2 pm. Left VM.

11/10/2025 SRobinson-

Order No: 737172


Customer PO No: M004489897


Customer: Houston Methodist


Service Request NO: 1476350


Ship To Name: Houston Methodist


Ship To Address: 6560 Fannin St Scurlock Tower Ste 450 Ophthalmology Dept  


Ship To City/State: Houston, TX 77030-2735


Waybill (Tracking #): 486104240324


Carrier: FEDX-Parcel-Ground  


The following items have shipped from Midmark Corporation on: 07-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-0505-00 SERIAL #: DESCRIPTION: HEATER KIT M11 (120V)


LINE NO: 2.1 QTY: 1 ITEM: 002-10017-00 SERIAL #: DESCRIPTION: Kit, M11 115V Manifold


11/6/25 lcoonrod

Per email from Midmark:

Customer approved the ordering of part number(s) 002-0505-00 & 002-10017-00 for this dispatch. We will ship the part(s) to the end-user on Sales Order 737172 via Fedex.


Please note POC Ron will be on SPTO until Tuesday 11/11/2025. Please email or contact Enrique Torres(346-238-5819) if you have any questions.


11/5/25 RCook- Per email from Midmark: System glitch last week. Need to get approval from the customer before we can ship parts. We will advise if customer does or does not approve. See logged email on WO-01309382


10/27 KKelch Ron called me back to schedule for 10/29 between 2 and 4 pm. Customer confirmed.

10/27 KKelch called Ron to schedule for 10/29 between 2 and 4 pm. *Left VM.

10/23 KKelch called Ron to schedule for 10/27 between 9 and 11 am. Left VM.

10/23/2025 SRobinson- Called Ron Davis, 1(713) 441-0509. It went to VM, LM with WO# and advised a coordintor will be reaching out to schedule. 

🔧 Work Performed
10/29 CLacy-Evaluated unit and found when running a cycle water is getting back into the reservoir from the condensing coil. this indicates a vent valve issue. The heating element is also warped from extreme heat. Parts order has been called into midmark they are quoting the customer 11/18 Clacy- Removed and replaced manifold assy and heating element. Functional testing passed this unit is ready to return to service
🔍 Technician Findings
Unit is giving multiple high steam stemp errors.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD - C573 & C544 ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V1872626 Item M11-022 ITEM DESCRIPTION RITTER M11 ULTRACLAVE 115V PCR CODES Problem Cause Resolution HIGH TEMPERATURE C54X C57X C98X UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Oct 23, 11:00 AM
Case Number: 00537763
Subject: Midmark Service Request Dispatch Authorization - WO-00119095
Status: Closed
📋
Work Order Created Oct 23, 1:17 PM
Work Order: WO-01311015
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Oct 23, 1:33 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 15m
👷
▶
2 Technician Assigned Oct 23, 1:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 3:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-29T19:00:00.000+0000
⏳ 4.0 business days
📦
▶
3 Parts Requested Oct 30, 9:22 AM
Parts Requested → Status: Awaiting Parts → 3x Labor Added
📦
Status: Awaiting Parts by Chane Lacy
From: Scheduled
To: Awaiting Parts
Duration in Previous: 2d 18h
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.5, 20
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Nov 10, 11:26 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 11d 3h
👷
▶
2 Status: Assigned Nov 10, 11:37 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Nov 13, 9:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-18T15:00:00.000+0000
⏳ 4.0 business days
⏱️
5x Labor Added Nov 18, 6:44 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.5, 41
✔️
▶
2 Status: Completed Nov 18, 6:50 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Chane Lacy
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.6 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 20, 4:37 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 21h
🏁
Status: Closed by Craig Dempsey Nov 21, 9:31 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 16h 53m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 24, 4:03 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 11.0 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247459

Bottlenecks

Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537763
Closed
📦
Parts Order 00084450
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Nov 18, 10:00 AM
Created
Oct 23, 1:17 PM
Invoice #
247459

Work Details (8)

Name Type Status Qty Amount Date
WL-02989527 Labor Open 0.75 $0.00 Oct 30, 9:26 AM
WL-02989528 Labor Open 1.5 $165.00 Oct 30, 9:26 AM
WL-02989529 Travel Open 20 $110.00 Oct 30, 9:26 AM
WL-03011976 Labor Open 1.5 $0.00 Nov 18, 6:44 PM
WL-03011977 Labor Open 2.5 $275.00 Nov 18, 6:44 PM
WL-03011978 Labor Open 1.5 $0.00 Nov 18, 6:44 PM
WL-03011979 Travel Open 41 $110.00 Nov 18, 6:44 PM
WL-03011980 Travel Open 41 $0.00 Nov 18, 6:44 PM

Details