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WO-01324370 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 City Paws Veterinary Clinic — 2200 S Vandeventer Ave, Saint Louis MO, 63110

Dec 8, 2025 → Jan 8, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 12, 2025
🕐 Clock stopped: Completed (Jan 8)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (26d late)
Dispatch 0.0d
Material Management 1.5d
Coordinators 23.4d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
23.4 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Dec 8, 2025 Due: Dec 16, 2025 Completed: Jan 8, 2026 (22 days late)
📅
23.5 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
21.9d 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 #00549622
Midmark Service Request Dispatch Authorization - WO-00135925
Closed
Zone 1 PM NWD 4th of 5YR ADDITIONAL NOTES PM Service Requirements for VetPro and Sterilizer: Tech to follow the checklist that is sent in the PM Kits. Tech needs to show up on site with the proper supplies, including distilled water for the sterilizer. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. Tech needs to watch the training video (https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site (Sterilizer). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 742515 002-10721-00 1.00000 Ship Exchanged Open 742515 002-10251-00 1.0000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cegi Drinnin
Owner
Sherry Reich
Created
Dec 8, 2025
Work Orders from this Case (2)
WO-01324370 (current) Invoiced
Preventive Maintenance • Kevin Cox
Created: Dec 8, 2025 • Closed: Jan 8, 2026
WO-01324372 Invoiced
Preventive Maintenance • Kevin Cox
Created: Dec 8, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 157 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 21.9 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
Awaiting Parts - Customer
1.5d
Assigned
4.2d / 0.5d SLA
Scheduled
19.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/31 KKelch called Cegi to reschedule for 1/5 between 12 and 2 pm. She asked for 1/8 between 12 and 2 pm. Customer confirmed. Call logged on WO-01324370

12/22 KKelch Cegi called me back to schedule for 12/31 between 9 and 11 am. Customer confirmed. Call logged on WO-01324370

12/19 KKelch called Cegi to reschedule for 12/22 between 2:30 and 3:30 pm. Left VM. Call logged on WO-01324372

12/15 KKelch called Cegi to schedule for 12/18 between 2 and 3 pm. Customer confirmed. Call logged on WO-01324370

12/9/25 SReich

Your shipment

1ZE444250371334997

1 of 2 Piece Shipment

Estimated delivery date will be available when UPS receives the package.

Order No: 742515 Customer PO No: SR1503346 Customer: Midmark No Charge Service Request NO: 1503346 Ship To Name: City Paws Veterinary Clinic Ship To Address: 2200 S Vandeventer Ave Ship To City/State: Saint Louis, MO 63110-3316 Waybill (Tracking #): 1ZE444250371334997 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 09-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10721-00 SERIAL #: DESCRIPTION: EXTENDED PERIODIC MAINTENANCE KIT, VET PRO 1000 LINE NO: 2.1 QTY: 1 ITEM: 002-10251-00 SERIAL #: DESCRIPTION: M11 PERIODIC MAINTENANCE SERVICE


12/8/25 SReich - Spoke to Demi, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
pm completed
🔍 Technician Findings
no issues found
⚠️ Problem Description
Zone 1 PM NWD 4th of 5YR ADDITIONAL NOTES PM Service Requirements for VetPro and Sterilizer: Tech to follow the checklist that is sent in the PM Kits. Tech needs to show up on site with the proper supplies, including distilled water for the sterilizer. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. Tech needs to watch the training video (https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site (Sterilizer). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 742515 002-10721-00 1.00000 Ship Exchanged Open 742515 002-10251-00 1.0000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 8, 8:44 AM
Case Number: 00549622
Subject: Midmark Service Request Dispatch Authorization - WO-00135925
Status: Closed
📋
▶
2 Work Order Created Dec 8, 2:42 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Dec 8, 2:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Dec 9, 3:48 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
👷
▶
2 Technician Assigned Dec 9, 5:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 14m
⏳ 4.9 business days
👷
Technician Assigned by Kaitlyn Kelch Dec 15, 9:48 AM
Technician: Kevin Cox
🗓️
▶
2 Status: Scheduled Dec 15, 10:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-18T20:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 22, 1:31 PM
Scheduled For: 2025-12-31T15:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 31, 11:56 AM
Scheduled For: 2026-01-08T18:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Kevin Cox Jan 8, 12:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 2h
⏱️
▶
2 3x Labor Added Jan 8, 5:57 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 5h 7m
🏁
Status: Closed by Kevin Cox Jan 8, 6:06 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Jan 12, 3:46 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill, Invoice Pending, Billing Review
To: Invoice Pending, Ready to Bill, Billing Review
Duration in Previous: 2m, 0m
💰
▶
2 Status: Invoiced Jan 12, 3:58 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251027

Bottlenecks

Assigned
Duration: 4.2 business days (threshold: 4.0 business hours)
Exceeded by 3.7 business days
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00549622
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Kevin Cox
Scheduled
Jan 8, 1:00 PM
Created
Dec 8, 2:42 PM
Invoice #
SM-251027

Work Details (3)

Name Type Status Qty Amount Date
WL-03058267 Labor Open 0.5 $0.00 Jan 8, 5:57 PM
WL-03058268 Labor Open 1.6666666666667 $240.00 Jan 8, 5:57 PM
WL-03058269 Travel Open 21 $110.00 Jan 8, 5:57 PM

Details