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WO-01326895 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Schreiber School Vet Medicine — 1000 Gilbreth Pkwy, Mullica Hill NJ, 08062-4458

Dec 16, 2025 → Dec 30, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 22, 2025
🕐 Clock stopped: Completed (Dec 31)
✗ SLA Missed (8d late)
Dispatch 0.0d
Material Management 0.8d
Coordinators 12.6d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.8 days
Coordinators
12.6 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Dec 16, 2025 Due: Dec 24, 2025 Completed: Dec 31, 2025 (6 days late)
📅
10.4 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
12.2d 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 #00552147
Midmark Service Request Dispatch Authorization - WO-00137912
Closed
Zone 1 WD Touchscreen not responding. ADDITIONAL NOTES POC is unavailable on Fridays. Parts shipping via UPS Next Day Air. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 744550 002-10909-00 1.00000 Ship Exchanged Open 744550 002-10865-00 1.00000 Ship Exchanged Open 744550 002-10884-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Hinks
Owner
Sherry Reich
Created
Dec 16, 2025
Work Orders from this Case (1)
WO-01326895 (current) Invoiced
Repair • Chris Galasso
Created: Dec 16, 2025 • Closed: Dec 30, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 12.2 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
3.7d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Awaiting Parts - Customer
0.8d
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22 MOwens Called and spoke to Michelle Hinks. She said they received the parts from Midmark and will have them ready for when the tech arrive onsite. She said Tues. 12/30 is the best day to schedule the repair visit based on her schedule for the holiday's. Confirmed the arrival between 8-9am.

12/18/25 lcoonrod

Your shipment

1ZE444250171384320

1 of 3 Piece Shipment

The delivery date will be provided as soon as possible.

Tracking Number:Ship To:Schreiber School Vet Medicine
1000 Gilbreth Pkwy
Mullica Hill, NJ 080624458
USUPS Service:UPS NEXT DAY AIRPackage Weight:0.5 LBS


12/18/25 lcoornod

Your shipment

1ZE444250170066112

1 of 3 Piece Shipment

The delivery date will be provided as soon as possible.

Tracking Number:1ZE444250170066112Ship To:Schreiber School Vet Medicine
1000 Gilbreth Pkwy
Mullica Hill, NJ 080624458
USUPS Service:UPS NEXT DAY AIRPackage Weight:2.8 LBS




12/17/2025jsells

Ship To Name: Schreiber School Vet Medicine Ship To Address: 1000 Gilbreth Pkwy Ship To City/State: Mullica Hill, NJ 08062-4458 Waybill (Tracking #): 1ZE444250171677102 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 17-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10884-00 SERIAL #: DESCRIPTION: M11-05X DISPLAY ASSEMBLY LINE NO: 2.1 QTY: 1 ITEM: 002-10909-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X CONNECTIVITY MODULE LINE NO: 3.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY


12/16/25 SReich - There were three different options for vet services, sending an email.  

🔧 Work Performed
REPLACED DISPLAY ASSEMBLY, CONNECTIVITY MODULE, AND MAIN BOARD; TESTED GOOD; CYCLE TESTED GOOD
🔍 Technician Findings
TOUCHSCREEN HARDWARE ISSUE
⚠️ Problem Description
Zone 1 WD Touchscreen not responding. ADDITIONAL NOTES POC is unavailable on Fridays. Parts shipping via UPS Next Day Air. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 744550 002-10909-00 1.00000 Ship Exchanged Open 744550 002-10865-00 1.00000 Ship Exchanged Open 744550 002-10884-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 16, 1:38 PM
Case Number: 00552147
Subject: Midmark Service Request Dispatch Authorization - WO-00137912
Status: Closed
📋
▶
2 Work Order Created Dec 16, 4:59 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
👷
▶
3 Technician Assigned Dec 17, 8:47 AM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 44m
👤
Status: Awaiting Parts - Customer by Melissa Owens
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Jessica Sells Dec 17, 3:30 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6h 41m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 19, 11:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 20h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 22, 10:22 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-30T13:30:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Chris Galasso Dec 30, 9:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 22h
⏱️
▶
2 5x Labor Added Dec 30, 8:12 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 57m, 0m
⚠️ 5.5 business days
📄
▶
3 Status: Ready to Bill Jan 6, 1:53 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250589

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00552147
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Dec 30, 8:30 AM
Created
Dec 16, 4:59 PM
Invoice #
SM-250589

Work Details (5)

Name Type Status Qty Amount Date
WL-03050412 Labor Open 0.5 $0.00 Dec 30, 8:12 PM
WL-03050413 Labor Open 2 $220.00 Dec 30, 8:12 PM
WL-03050414 Labor Open 0.5 $0.00 Dec 30, 8:12 PM
WL-03050415 Travel Open 13 $110.00 Dec 30, 8:12 PM
WL-03050416 Travel Open 13 $0.00 Dec 30, 8:12 PM

Details