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WO-01315892 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Rowan Scottsdale — 15323 N Scottsdale Rd, Ste E120, Scottsdale AZ, 85254-2481

Nov 18, 2025 → Dec 9, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 24, 2025
🏭 Customer Supplied Parts (2)
🕐 Clock stopped: Completed (Dec 9)
✗ SLA Missed (15d late)
Dispatch 0.0d
Material Management 2.6d
Coordinators 18.4d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.6 days
Coordinators
18.4 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Nov 18, 2025 Due: Dec 12, 2025 Completed: Dec 9, 2025 (3 days early)
📅
16.0 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
13.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 24, 2025
Visit 2 Dec 4, 2025
Visit 3 Dec 9, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544509
Midmark Service Request Dispatch Authorization - WO-00128326
Closed
Zone 1 NWD/C232 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 Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alyssa Aguilar
Owner
Jessica Sells
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315892 (current) Invoiced
Repair • Tyler Bollman
Created: Nov 18, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 13.1 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
0.2d / 1.0d SLA
Assigned
6.8d / 0.5d SLA
Scheduled
11.4d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Awaiting Parts
2.6d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8 KKelch called Alyssa to schedule for 12/15 between 8 and 10 am. Left VM.

12/5/25 lcoonrod

Waybill (Tracking #): 1ZE444250372203297 Currently, we are not able to provide the tracking details.  Order No: 742184 Customer PO No: SR1495228 Customer: Rowan Service Request NO: 1495228 Ship To Name: Andrew Przybyla Ship To Address: 143 W Dewey Ave Ship To City/State: Coolidge, AZ 85128-3797 Waybill (Tracking #): 1ZE444250372203297 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-1640-00 SERIAL #: DESCRIPTION: THERMOSTAT WIRE, M9/M11 LINE NO: 2.1 QTY: 2 ITEM: 015-1637-00 SERIAL #: DESCRIPTION: THERMOSTAT


12//05/2025 SRobinson- Order No: 742159


Customer PO No: SR1495228


Customer: Rowan


Service Request NO: 1495228  


Ship To Name: Rowan Scottsdale


Ship To Address: 15323 N Scottsdale Rd Ste E120   


Ship To City/State: Scottsdale, AZ 85254-2481


Waybill (Tracking #): 1ZE444250171737627


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 05-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 014-0419-00 SERIAL #: DESCRIPTION: AIR VALVE SOLENOID


11/26 KKelch-FSE scheduled directly with the site

11/25/25 SReich

Your shipment

1ZE444250370984813

Estimated delivery

Monday, December 01 between 1:00 P.M. - 4:00 P.M.

Order No: 740379 Customer PO No: SR1495228 Customer: Rowan Service Request NO: 1495228 Ship To Name: Rowan Scottsdale Ship To Address: 15323 N Scottsdale Rd Ste E120 Ship To City/State: Scottsdale, AZ 85254-2481 Waybill (Tracking #): 1ZE444250370984813 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 24-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-1554-00 SERIAL #: DESCRIPTION: AC MAIN HARNESS J5, M9 M11 LINE NO: 2.1 QTY: 1 ITEM: 015-0639-00 SERIAL #: DESCRIPTION: AC CONNECTOR RECEPTACLE LINE NO: 3.1 QTY: 1 ITEM: 015-0640-00 SERIAL #: DESCRIPTION: POWER CORD


11/19 KKelch called Alyssa to schedule for 11/24 between 11 and 1 pm. Customer confirmed. 

11/8/2025jsells

let the contact know we have received the request and someone will call them to schedule

🔧 Work Performed
Tech started by checking the door gasket to make sure it was seated properly, which it was. Tech then opened up the side of the autoclave to see if all the connections on the board were connected and tight, which they were. Tech then noticed that the power cord had a burn mark and one of the prongs was still stuck in the inlet. Tech called Midmark tech support and talked to, Dale. Tech told Dale what was going on with the autoclave. Dale told tech the parts needed and the part numbers along with the prices for the customer. Customer said to get the parts and approved a second trip. Update 12/4/2025 - Tech arrived on site and was handed the parts that were ordered. Tech installed the new parts. While tech was installing the new wire harness, tech found the thermostat jumper wire was also burnt. Tech had one is his truck and replaced that along with the thermostats. After replacing the parts, tech ran an unwrapped cycle. With the door open, tech watched the water fill the chamber. Tech closed the door and continued with the cycle. Cycle didn't even complete and error code, C232, appeared. Tech tested the water level sensor, but it tested fine and then tech tested the air valve. Tech noticed that on the air valve, when tech removed the two purple wires, the black part where the wires attach, was loose. Tech tested the air valve and got 1.4 Ohms. Tech showed the customer and said the air valve needed to be replaced. Tech called Midmark and spoke to Jason. Tech told Jason what was going on with the air valve, and he agreed that it needed to be replaced. Customer wanted to have the air valve sent next day. Jason said it would not make the truck today, but it would tomorrow. Customer approved a third trip and part. 12/9/25 Air valve replaced and test cycle ran
🔍 Technician Findings
Tech arrived on site and was told that the autoclave was giving an error code, C232. Low water level.
⚠️ Problem Description
Zone 1 NWD/C232 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 Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Nov 17, 3:08 PM
Case Number: 00544509
Subject: Midmark Service Request Dispatch Authorization - WO-00128326
Status: Closed
📋
▶
2 Work Order Created Nov 18, 9:29 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 18, 9:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 19, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-24T18:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Nov 24, 3:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 2h
⏱️
▶
3 3x Labor Added Nov 24, 4:49 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085807
Status: Closed
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 52m
📅
Status: Ready for Scheduling by Sherry Reich Nov 25, 11:24 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 18h 31m
👷
▶
2 Technician Assigned Nov 25, 11:42 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
🗓️
▶
2 Status: Scheduled Nov 26, 9:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-04T15:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Andrew Przybyla Dec 1, 5:14 PM
Scheduled For: 2025-12-04T17:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by Andrew Przybyla Dec 4, 12:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 2h
🔩
7x Parts Added Dec 4, 1:54 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 1.5, 63
🔩
▶
3 3x Parts Added Dec 4, 3:54 PM
3x Parts Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086268
Status: Closed
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 3h 52m
📅
Status: Ready for Scheduling by Shelby Robinson Dec 5, 2:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 58m
👷
▶
2 Technician Assigned Dec 5, 4:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 12m
⏳ 2.0 business days
🆕
▶
2 Status: Entered Dec 8, 3:01 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
🗓️
▶
2 Status: Scheduled Dec 9, 9:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T19:00:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Dec 9, 1:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 13m
🔩
3x Parts Added Dec 9, 2:10 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 34
⏱️
Labor Added Dec 9, 2:45 PM
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Tyler Bollman Dec 9, 2:51 PM
From: Tech On Site
To: Completed
Duration in Previous: 55m
🏁
Status: Closed by Tyler Bollman Dec 9, 2:56 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 11, 4:34 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 1.9 business days
🧾
Invoice Created Dec 12, 6:03 PM
Invoice Number: SM-248803

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business hours
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business hours
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00544509
Closed
📦
Parts Order 00085807
Closed
📦
Parts Order 00086268
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Dec 9, 2:00 PM
Created
Nov 18, 9:29 AM
Invoice #
SM-248803

Work Details (17)

Name Type Status Qty Amount Date
WL-03018955 Labor Open 1 $110.00 Nov 24, 4:49 PM
WL-03018956 Labor Open 1.5 $0.00 Nov 24, 4:49 PM
WL-03018957 Travel Open 63 $0.00 Nov 24, 4:49 PM
WL-03026436 Parts Open 1 $0.00 Dec 4, 1:54 PM
WL-03026437 Parts Open 1 $0.00 Dec 4, 1:54 PM
WL-03026438 Parts Open 1 $0.00 Dec 4, 1:54 PM
WL-03026439 Parts Open 1 $0.00 Dec 4, 1:54 PM
WL-03026440 Labor Open 1.5 $0.00 Dec 4, 1:54 PM
WL-03026441 Travel Open 63 $110.00 Dec 4, 1:54 PM
WL-03026442 Travel Open 63 $0.00 Dec 4, 1:54 PM
WL-03026655 Parts Open 2 $0.00 Dec 4, 3:54 PM
WL-03026656 Labor Open 2.5 $275.00 Dec 4, 3:54 PM
WL-03026657 Labor Open 1.5 $0.00 Dec 4, 3:54 PM
WL-03031547 Parts Open 1 $0.00 Dec 9, 2:10 PM
WL-03031548 Labor Open 1 $0.00 Dec 9, 2:10 PM
WL-03031549 Travel Open 34 $110.00 Dec 9, 2:10 PM
WL-03031615 Labor Open 1.5 $165.00 Dec 9, 2:45 PM

Details