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WO-01312181 ↗ ServiceMax

MIDMARK • Repair • P4

📍 PetSmart Vet San Juan Capistrano — 33963 Doheny Park Rd, SAN JUAN CAPISTRANO CA, 92675

Oct 30, 2025 → Nov 18, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 5, 2025
🕐 Clock stopped: Completed (Nov 18)
✗ SLA Missed (12d late)
Dispatch 0.0d
Coordinators 8.4d
Field Work 7.2d
Billing 0.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.4 days
Over SLA
Field Work
7.2 days
Over SLA
Billing
0.4 days
Created: Oct 30, 2025 Due: Nov 10, 2025 Completed: Nov 18, 2025 (7 days late)
📅
13.6 days Total Age
⏱️
5.8d in Reschedule Longest Stage
🔄
12 transitions Status Changes
⚠️
11.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00539661
Midmark Service Request Dispatch Authorization - WO-00122028
Closed
Zone 1 NWD High Temp Issues Need service ASAP due to surgeries scheduled. If Jessie is not available to schedule service, ask for Renee. 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
High
Origin
Email
Reason
New Case
Contact
Jesse Begen
Owner
Jessica Sells
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312181 (current) Invoiced
Repair • Kwame Cobb
Created: Oct 30, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 5.8 days stuck in "Reschedule"
⏱️
Total Delay 11.4 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.5d / 2.0d SLA
Tech On Site
3.9d / 1.0d SLA
Tech Off Site
3.3d / 2.0d SLA
Reschedule
5.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.9d / 1.0d SLA
WO Correction Needed
0.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20 NSuarez SRA needs to be filled out.

11/18/2025 LHill-sent chatter to @[Kwame Cobb]​ @[Nicholas Willick]​ Tech not needed to return to site. Please have tech to close the WO.


11/18/2025 LHill-rec'd email from Midmark-If the unit is now operational, please close the work order and submit the invoice to Midmark for the work completed to date. Thanks!

See logged email.


11/17/2025 LHill-sent email to Midmark Dispatch-

Customer has responded that the autoclave has already been repaired. Can this be cancelled?


11/15/2025 LHill-rec'd email from site. My understanding is that the autoclave has already been repaired. 

So no need to send anyone out. 

See attached email.


11/14/2025 LHill-sent email to Jesse Begen at info@pvssjc.com. Offered her 11/21 with tech arrival between 8AM-10AM.


11/14/2025 LHill-LM at 949-620-4151 for Jesse Begen. Operator said she was not in today. Took my info and will have her to call me back.


11/14/2025 LHill-tracked parts-Your shipment

1ZE444250173499935

 Delivered On

Tuesday, November 04 at 10:16 A.M. - Inside Delivery



11/4/25 SReich

Your shipment

1ZE444250173499935

Scheduled Delivery

Today, November 04 by 10:30 A.M.

Order No: 736427 Customer PO No: SR1483652 Customer: PetSmart Store#99 San Juan Capistra Service Request NO: 1483652 Ship To Name: PetSmart Store#99 San Juan Capistra Ship To Address: 33963 DOHENY PARK RD Ship To City/State: SAN JUAN CAPISTRANO, CA 92675-4835 Waybill (Tracking #): 1ZE444250173499935 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 03-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-0361-01 SERIAL #: DESCRIPTION: M9 DOOR & DAM GASKET KIT / NEW


10/30/2025jsells

Hello, EMSAR,


The customer reached out to Midmark very urgently needing to schedule a technician as soon as possible due to their facility being down due the unit being their only unit for sterilization. No parts being sent ahead, please reach out to the customer ASAP to get this scheduled. Have a great day!

10-30 Mburris called site spoke with Rene and set appt for 10-31 between 9am and 10am

10/30/2025jsells

spoke with Jesse, and I gave her the WO# and told her a coordinator will call her to schedule the onsite visit

🔧 Work Performed
Diagnosed unit leaking. Needs replacement gasket kit. Kit ordered from Midmark.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
Zone 1 NWD High Temp Issues Need service ASAP due to surgeries scheduled. If Jessie is not available to schedule service, ask for Renee. 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 M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Oct 30, 12:26 PM
Case Number: 00539661
Subject: Midmark Service Request Dispatch Authorization - WO-00122028
Status: Closed
📋
▶
2 Work Order Created Oct 30, 3:34 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 30, 3:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19m
🗓️
▶
2 Status: Scheduled Oct 30, 4:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-31T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 31, 2:31 PM
Scheduled For: 2025-11-03T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Nov 3, 11:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 20h
⏱️
6x Labor Added Nov 3, 11:28 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 3, 2, 80, 1
⏳ 3.1 business days
🚗
Status: Tech Off Site by Kwame Cobb Nov 6, 4:54 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3d 5h
⏳ 3.9 business days
🔄
Status: Reschedule by Nicholas Willick Nov 11, 12:26 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 4d 19h
⚠️ 6.0 business days
✔️
▶
2 Status: Completed Nov 18, 1:20 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 20, 1:45 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 0h
🏁
Status: Closed by Kwame Cobb Nov 20, 5:08 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 3h 22m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Nov 24, 3:48 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 62.0 business days
🧾
Invoice Created Feb 17, 9:28 PM
Invoice Number: 247457

Bottlenecks

Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.8 business hours
Tech On Site
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Tech Off Site
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Reschedule
Duration: 5.8 business days (threshold: 2.0 business days)
Exceeded by 3.8 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00539661
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
N/A
Created
Oct 30, 3:34 PM
Invoice #
247457

Work Details (6)

Name Type Status Qty Amount Date
WL-02995207 Labor Open 3 $0.00 Nov 3, 11:28 PM
WL-02995208 Labor Open 3 $330.00 Nov 3, 11:28 PM
WL-02995209 Labor Open 2 $0.00 Nov 3, 11:28 PM
WL-02995210 Travel Open 80 $110.00 Nov 3, 11:28 PM
WL-02995211 Travel Open 80 $0.00 Nov 3, 11:28 PM
WL-02995212 Expenses Open 1 $0.00 Nov 3, 11:28 PM

Details