Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316859 ↗ ServiceMax

MIDMARK • Repair • P4

📍 APA Adoption Center — 1705 S Hanley Rd, Saint Louis MO, 63144

Nov 24, 2025 → Dec 9, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Dec 9)
✗ SLA Missed (11d late)
Dispatch 0.0d
Material Management 0.3d
Coordinators 13.8d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
13.8 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Nov 24, 2025 Due: Dec 10, 2025 Completed: Dec 9, 2025 (1 days early)
📅
12.0 days Total Age
⏱️
7.9d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
12.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00546006
Midmark Service Request Dispatch Authorization - WO-00130540
Closed
Zone 1 NWD touchpad issues Run with SR1498104 Prefer for a Tuesday or Thursday either first thing in the morning or late afternoon. This dispatch needs to be completed on the same day as SR 1498104. 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 Ship Exchanged Open 740181 015-10362-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Megan Hausman
Owner
Jessica Sells
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316859 (current) Invoiced
Repair • Kevin Cox
Created: Nov 24, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 171 days old
🚨
Primary Delay 7.9 days stuck in "Assigned"
⏱️
Total Delay 12.4 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
2.1d / 1.0d SLA
Awaiting Parts - Customer
0.3d
Assigned
7.9d / 0.5d SLA
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/4 KKelch Megan called me back to schedule for 12/9 between 9 and 11 am. Customer confirmed. Call logged on WO-01316859

12/4 KKelch called Megan to schedule for 12/9 between 9 and 11 am. Left VM. Call logged on WO-01316859

12/03/2025 SRobinson-

Order No: 740182


Customer PO No: SR1498104


Customer: APA Adoption Center


Service Request NO: 1498104


Ship To Name: APA Adoption Center


Ship To Address: 1705 S Hanley Rd    


Ship To City/State: Saint Louis, MO 63144-2909


Waybill (Tracking #): 1ZE444250372336171


Carrier: UPS-Parcel-Ground  


The following items have shipped from Midmark Corporation on: 02-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10250-00 SERIAL #: DESCRIPTION: M9 PERIODIC MAINTENANCE SERVICE


LINE NO: 2.1 QTY: 1 ITEM: 002-10251-00 SERIAL #: DESCRIPTION: M11 PERIODIC MAINTENANCE SERVICE


12/3 KKelch still waiting for PM kits to ship prior to scheduling

12/1 KKelch waiting for PM kits to ship prior to scheduling

11/25/25 SReich

Your shipment

1ZE444250370806201

Estimated delivery

Tomorrow, November 26 between 9:30 A.M. - 12:30 P.M.

Order No: 740181 Customer PO No: SR1498076 Customer: APA Adoption Center Service Request NO: 1498076 Ship To Name: APA Adoption Center Ship To Address: 1705 S Hanley Rd Ship To City/State: Saint Louis, MO 63144-2909 Waybill (Tracking #): 1ZE444250370806201 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 24-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-10362-00 SERIAL #: DESCRIPTION: M9/M11 MEMBRANE SWITCH


11/24/2025jsells

left a voicemail with the WO# and told Megan someone will call her to schedule the onsite visit

🔧 Work Performed
Replaced touch pad and performed functional test unit is working properly
🔍 Technician Findings
Found that the touch pad is not working properly
⚠️ Problem Description
Zone 1 NWD touchpad issues Run with SR1498104 Prefer for a Tuesday or Thursday either first thing in the morning or late afternoon. This dispatch needs to be completed on the same day as SR 1498104. 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 Ship Exchanged Open 740181 015-10362-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 21, 2:57 PM
Case Number: 00546006
Subject: Midmark Service Request Dispatch Authorization - WO-00130540
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 24, 10:16 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Nov 25, 9:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 22h 44m, 0m
📅
Status: Ready for Scheduling by Sherry Reich Nov 25, 11:09 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2h 5m
👷
▶
2 Technician Assigned Nov 25, 11:41 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 31m
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 12:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 9, 12:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏱️
▶
2 Labor Added Dec 9, 2:15 PM
Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 16
⏱️
▶
2 Labor Added Dec 9, 5:27 PM
Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 54m, 0m
⏳ 3.8 business days
📄
▶
2 Status: Ready to Bill Dec 12, 2:00 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 1.0 business days
🧾
Invoice Created Dec 14, 2:44 PM
Invoice Number: SM-249045

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 7.9 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00546006
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Dec 9, 10:00 AM
Created
Nov 24, 10:16 AM
Invoice #
SM-249045

Work Details (4)

Name Type Status Qty Amount Date
WL-03031554 Labor Open 0.5 $0.00 Dec 9, 2:15 PM
WL-03031557 Labor Open 0.25 $27.50 Dec 9, 2:17 PM
WL-03031558 Travel Open 16 $110.00 Dec 9, 2:18 PM
WL-03031972 Labor Open 0.66666666666667 $0.00 Dec 9, 5:27 PM

Details