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← WO Overview

WO-01316535 ↗ ServiceMax

MIDMARK • Repair • P4

📍 The Guardian Vet Group — 7040 Morris Rd, Pittsville MD, 21850-2188

Nov 20, 2025 → Dec 4, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 26, 2025
🕐 Clock stopped: Completed (Dec 5)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (7d late)
Dispatch 0.0d
Material Management 1.5d
Coordinators 10.2d
Field Work 1.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
10.2 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 4, 2025 Completed: Dec 5, 2025 (on time)
📅
11.3 days Total Age
⏱️
7.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
9.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545355
Midmark Service Request Dispatch Authorization - WO-00129415
Closed
Travel Zone 4 Dispatch Type Repair PROBLEM SUMMARY WD Steam Leak ADDITIONAL NOTES **Call mobile number to schedule service (Kenny Wolf / 410-726-6064)** This will be Zone 4 Dispatch to the EMSAR, Elkton, MD location. It is approx. 4 hours 30 minutes round trip. If a different service location is used, Midmark approval is required before setting up service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. PCR CODES Problem Cause Resolution LOW PRESSURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kenny Wolf
Owner
John Rolston
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316535 (current) Invoiced
Repair • Michael Harris
Created: Nov 20, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 7.4 days stuck in "Scheduled"
⏱️
Total Delay 9.0 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
2.5d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Awaiting Parts - Customer
1.5d
Scheduled
7.4d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/25 MOwens Kenny Wolf called back and he received the parts. He will have them with him when the tech arrives to repair the autoclave. He requested the service visit be scheduled for next Thurs. 12/4 in the afternoon. I told him that works for the tech and the arrival will be between 2-3pm.

11/25 MOwens Called to speak to Kenny Wolf. Left a vm for him to call back to schedule the repair visit for first available on 12/2 between 12-3pm.


11/21 KHardison: No ETA. Updated due date.

Ship To Name: The Guardian Vet Group Ship To Address: 7040 Morris Rd Ship To City/State: Pittsville, MD 21850-2188 Waybill (Tracking #): 1ZE444250372357532 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10878-00 SERIAL #: DESCRIPTION: PM KIT, M11-05X

11/20/2025 JRolston - Called site POC, Kenny Wolf @ (410) 726-6064 (cell). Advised him that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined.

🔧 Work Performed
the door seal was replaced. 2 cycles were run without error.
🔍 Technician Findings
upon arrival the autoclave was in use. I had to wait for the cycle to finish before starting. Steam Leaking from door seal.
⚠️ Problem Description
Travel Zone 4 Dispatch Type Repair PROBLEM SUMMARY WD Steam Leak ADDITIONAL NOTES **Call mobile number to schedule service (Kenny Wolf / 410-726-6064)** This will be Zone 4 Dispatch to the EMSAR, Elkton, MD location. It is approx. 4 hours 30 minutes round trip. If a different service location is used, Midmark approval is required before setting up service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. PCR CODES Problem Cause Resolution LOW PRESSURE ERROR UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 19, 3:45 PM
Case Number: 00545355
Subject: Midmark Service Request Dispatch Authorization - WO-00129415
Status: Closed
📋
▶
2 Work Order Created Nov 20, 12:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Status: Assigned Nov 20, 2:57 PM
Status: Assigned → Technician Assigned → Status: Awaiting Parts - Customer
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
👤
Status: Awaiting Parts - Customer by Melissa Owens
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 21, 4:52 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
⏳ 2.9 business days
👷
▶
2 Technician Assigned Nov 25, 1:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 20h
🗓️
▶
2 Status: Scheduled Nov 25, 3:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-04T19:30:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 4, 12:54 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 21h
⏱️
▶
2 3x Labor Added Dec 4, 11:20 PM
3x Labor Added → 6x Expenses Added
💵
6x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 108, 104
✔️
Status: Completed by Michael Harris Dec 4, 11:25 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 31m, 0m
⏳ 3.1 business days
📄
▶
3 Status: Ready to Bill Dec 9, 12:55 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248574

Bottlenecks

Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Scheduled
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545355
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Dec 4, 2:30 PM
Created
Nov 20, 12:41 PM
Invoice #
SM-248574

Work Details (9)

Name Type Status Qty Amount Date
WL-03027447 Labor Open 2.35 $275.00 Dec 4, 11:20 PM
WL-03027448 Labor Open 2.2833333333333 $275.00 Dec 4, 11:20 PM
WL-03027449 Labor Open 2.2833333333333 $220.00 Dec 4, 11:20 PM
WL-03027453 Expenses Open 1 $0.00 Dec 4, 11:21 PM
WL-03027450 Travel Open 108 $0.00 Dec 4, 11:21 PM
WL-03027455 Expenses Open 1 $0.00 Dec 4, 11:21 PM
WL-03027454 Expenses Open 1 $0.00 Dec 4, 11:21 PM
WL-03027451 Travel Open 104 $0.00 Dec 4, 11:21 PM
WL-03027452 Expenses Open 1 $0.00 Dec 4, 11:21 PM

Details