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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318614 ↗ ServiceMax

MIDMARK • Repair • P4

📍 DuPage County Animal Services — 2255 Manchester Rd, Wheaton IL, 60187-4571

Dec 3, 2025 → Dec 4, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 9, 2025
🕐 Clock stopped: Completed (Dec 4)
✓ SLA Met (5d early)
Dispatch 0.0d
Coordinators 1.2d
Field Work 0.6d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.2 days
Field Work
0.6 days
Billing
0.0 days
Created: Dec 3, 2025 Due: Dec 9, 2025 Completed: Dec 4, 2025 (5 days early)
📅
1.2 days Total Age
⏱️
2.6d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
1.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548159
Midmark Service Request Dispatch Authorization - WO-00133851
Closed
Zone 1 NWD Door motor issue. ADDITIONAL NOTES Please contact mobile number. 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!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kristin Tvrdik
Owner
Sherry Reich
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318614 (current) Invoiced
Repair • Mike Huffman
Created: Dec 3, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 162 days old
🚨
Primary Delay 2.6 days stuck in "Closed"
⏱️
Total Delay 1.6 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
0.0d / 0.5d SLA
Scheduled
1.1d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/3/2025 CRamen left a vm for a returned call to schedule tomorrow morning. 


12/3/25 SReich - Left a vm, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
12/4/2025 Mike Huffman. Replaced the Midmark supplied door motor assembly part number 002-0790-0x. Completed an Unwrapped cycle. Completed the Service Request Authorization and obtained customer signature.
🔍 Technician Findings
Door does not open after cycle completes.
⚠️ Problem Description
Zone 1 NWD Door motor issue. ADDITIONAL NOTES Please contact mobile number. 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!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 2, 4:53 PM
Case Number: 00548159
Subject: Midmark Service Request Dispatch Authorization - WO-00133851
Status: Closed
⏳ 1.9 business days
📋
▶
2 Work Order Created Dec 3, 5:08 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Technician Assigned Dec 3, 5:52 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 41m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-04T14:00:00.000+0000
🔧
Status: Tech On Site by MICHAEL HUFFMAN Dec 4, 9:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 15h 51m
⏱️
3x Labor Added Dec 4, 10:46 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 38
⏱️
▶
2 2x Labor Added Dec 4, 2:29 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 43m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Dec 8, 4:58 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-248496
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00548159
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Mike Huffman
Scheduled
Dec 4, 9:00 AM
Created
Dec 3, 5:08 PM
Invoice #
SM-248496

Work Details (5)

Name Type Status Qty Amount Date
WL-03026121 Labor Open 1.5 $0.00 Dec 4, 10:46 AM
WL-03026122 Labor Open 2 $220.00 Dec 4, 10:46 AM
WL-03026123 Travel Open 38 $110.00 Dec 4, 10:46 AM
WL-03026485 Labor Open 4 $0.00 Dec 4, 2:29 PM
WL-03026486 Travel Open 38 $0.00 Dec 4, 2:29 PM

Details