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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317455 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Saguaro Sunset Veterinary Clinic — 5425 N Kolb Rd, Ste 119,, Tucson AZ, 85750-0746

Nov 26, 2025 → Dec 3, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 2, 2025
🕐 Clock stopped: Completed (Dec 4)
✗ SLA Missed (1d late)
Dispatch 0.0d
Coordinators 6.1d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.1 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 4, 2025 Completed: Dec 4, 2025 (on time)
📅
5.5 days Total Age
⏱️
5.3d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
6.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547076
Midmark Service Request Dispatch Authorization - WO-00131895
Closed
Zone 2 WD rust marks For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Luke Westmoreland
Owner
Jessica Sells
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317455 (current) Invoiced
Repair • Andrew Przybyla
Created: Nov 26, 2025 • Closed: Dec 3, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 5.3 days stuck in "Assigned"
⏱️
Total Delay 6.8 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
0.1d / 1.0d SLA
Assigned
5.3d / 0.5d SLA
Scheduled
0.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/3 KKelch called Luke to schedule for today between 2:30 and 3:30 pm. Customer confirmed. 

12/2 KKelch sent Luke an email for scheduling

12/1 KKelch called Luke to schedule for 12/3 between 2:30 and 3:30 pm. Left VM.

11/26/2025jsells

spoke with Luke and I gave him the WO# and told him a coordinator will call to schedule the visit

🔧 Work Performed
Tech was shown the trays inside the autoclave, tech was shown that there were rust marks. After looking at the trays closer, tech noticed that they were not rust marks, but water marks. Tech used some Speed Clean to clean the dirt off, and it came right off. Tech wiped off the inside of the chamber. Tech asked if the unit is being clean, and the customer said it was on a weekly basis. Tech told the customer that they could use the Speed Clean in the chamber along with the trays. Customer said they will add that clean to their routine.
🔍 Technician Findings
Tech arrived on site and was told that the autoclave had some rusts marks.
⚠️ Problem Description
Zone 2 WD rust marks For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 26, 11:29 AM
Case Number: 00547076
Subject: Midmark Service Request Dispatch Authorization - WO-00131895
Status: Closed
📋
Work Order Created Nov 26, 4:04 PM
Work Order: WO-01317455
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Nov 26, 4:16 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
2 Technician Assigned Nov 26, 4:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 33m
⚠️ 5.9 business days
📅
▶
2 Dispatch Scheduled Dec 3, 10:41 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 6d 17h
⏱️
3x Labor Added Dec 3, 3:39 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 74
🔧
Status: Tech On Site by Andrew Przybyla Dec 3, 5:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6h 20m
✔️
Status: Completed by Andrew Przybyla Dec 3, 8:03 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 0m
⏳ 3.5 business days
📄
▶
3 Status: Ready to Bill Dec 8, 12:57 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-248469

Bottlenecks

Assigned
Duration: 5.3 business days (threshold: 4.0 business hours)
Exceeded by 4.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00547076
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Dec 3, 4:30 PM
Created
Nov 26, 4:04 PM
Invoice #
SM-248469

Work Details (3)

Name Type Status Qty Amount Date
WL-03025204 Labor Open 1 $110.00 Dec 3, 3:39 PM
WL-03025205 Labor Open 1.5 $0.00 Dec 3, 3:39 PM
WL-03025206 Travel Open 74 $0.00 Dec 3, 3:39 PM

Details