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WO-01313620 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Hill Country Veterinary Clinic — 2257 S State Highway 16, Fredericksburg TX, 78624

Nov 7, 2025 → Nov 17, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 13, 2025
🕐 Clock stopped: Completed (Nov 18)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.4d
Material Management 2.8d
Coordinators 5.6d
Billing 0.1d
✗ SLA Missed
Dispatch
0.4 days
Material Management
2.8 days
Coordinators
5.6 days
Over SLA
Billing
0.1 days
Created: Nov 7, 2025 Due: Nov 20, 2025 Completed: Nov 18, 2025 (2 days early)
📅
7.6 days Total Age
⏱️
5.5d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
5.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00541735
Midmark Service Request Dispatch Authorization - WO-00124587
Closed
Travel Zone 2 Dispatch Type Repair PROBLEM SUMMARY NWD C981 - same day as SR1488662. Special Billing ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR1488662. 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. PCR CODES Problem Cause Resolution HIGH TEMPERATURE C54X C57X C98X UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elizabeth Weston
Owner
John Rolston
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313620 (current) Invoiced
Repair • Chane Lacy
Created: Nov 7, 2025 • Closed: Nov 17, 2025
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 5.5 days stuck in "Scheduled"
⏱️
Total Delay 5.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
2.8d
Scheduled
5.5d / 2.0d SLA
Closed
3.7d / 1.0d SLA
WO Correction Needed
0.1d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19/25 CDempsey- corrected for Chane.

11/19 NSuarez please update on SRA date of service to 11/17 PG 1.

11/18/2025jsells

Ship To Name: Hill Country Veterinary Clinic Ship To Address: 2257 S State Highway 16 Ship To City/State: Fredericksburg, TX 78624-2169 Waybill (Tracking #): 1ZE444250370068723 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 18-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-0504-00 SERIAL #: DESCRIPTION: M11 DOOR & DAM GASKET KIT


11/11 KKelch called Elizabeth to schedule for 11/17 between 10 and 12 pm. Customer confirmed. Call logged on WO-01313613

11/11/2025 JRolston - Per UPS, ETA on wb 1ZE444250371126533 is Friday, 11/14. Updated work order accordingly.


11/07/2025 JRolston - Called site POC, Elizabeth Weston @ (830) 997-9576. Placed on immediate long hold. On hold for 15+ minutes. Disconnected and will reattempt later. Sent email to advise site. 

🔧 Work Performed
11/17 CLacy- I have evaluated the unit and have found the door gasket is worn and burnt. I was able to get a completed test cycle from rotating the door gasket. This unit is operating as intended, The customer requested to order a door gasket that they will install. A new door gasket has been ordered.
🔍 Technician Findings
Unit was said to be giving error codes but i was informed it has been working as of recently.
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair PROBLEM SUMMARY NWD C981 - same day as SR1488662. Special Billing ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR1488662. 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. PCR CODES Problem Cause Resolution HIGH TEMPERATURE C54X C57X C98X UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Nov 6, 12:59 PM
Case Number: 00541735
Subject: Midmark Service Request Dispatch Authorization - WO-00124587
Status: Closed
📋
Work Order Created Nov 7, 9:17 AM
Work Order: WO-01313620
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by John Rolston Nov 7, 12:22 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 3h 4m
👷
▶
3 Technician Assigned Nov 7, 12:40 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 11, 11:04 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 22h
👷
▶
3 Technician Assigned Nov 11, 11:21 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 16m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-17T16:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 Labor Added Nov 17, 11:39 PM
Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 12h, 0m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 19, 12:35 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 12h
🏁
Status: Closed by Craig Dempsey Nov 19, 1:29 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 54m
📄
▶
2 Status: Ready to Bill Nov 20, 12:53 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 23, 8:34 PM
Invoice Number: SM-247066

Bottlenecks

Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00541735
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Nov 17, 11:00 AM
Created
Nov 7, 9:17 AM
Invoice #
SM-247066

Work Details (1)

Name Type Status Qty Amount Date
WL-03010766 Labor Open 1 $110.00 Nov 17, 11:39 PM

Details