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WO-01327174 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Forme Aesthetic and Vein Center — 1155 N Mayfair Rd T1700, Milwaukee WI, 53226

Dec 18, 2025 → Jan 8, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 24, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 8)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (14d late)
Dispatch 0.0d
Material Management 1.8d
Coordinators 17.3d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
17.3 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Dec 18, 2025 Due: Jan 6, 2026 Completed: Jan 8, 2026 (1 days late)
📅
15.9 days Total Age
⏱️
8.8d in Assigned Longest Stage
🔄
15 transitions Status Changes
⚠️
12.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mike Huffman — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 22, 2025
Visit 2 Jan 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552795
Midmark Service Request Dispatch Authorization - WO-00139005
Closed
Zone 2 NWD c544 ADDITIONAL NOTES Contact Tiffany Dorantes tdorantes@mcw.edu 414955-1050 to schedule service. Located in South entrance on 1st floor - 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 Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karen Bellante
Owner
Sherry Reich
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327174 (current) Invoiced
Repair • Mike Huffman
Created: Dec 18, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 8.8 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
1.7d / 1.0d SLA
Assigned
10.3d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Awaiting Parts
1.8d / 3.0d SLA
Closed
2.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/6/26 RBerry- Received confirmation from Tiffany Dorantes to schedule for 1/8/26 with arrival time between 11AM-1PM. See logged email.


1/6/26 RBerry- Emailed Tiffany to schedule for 1/8/26 with arrival time between 11AM-1PM. Waiting for confirmation. See logged email.


1/6/26 RBerry- Called site to schedule. Site answered and then hung up. 


1/5/2026 CRamen spoke with Marianna and she said Tiffany is out and will be back tomorrow. Left a message for her to return call to schedule for Thursday 1/8/2026 with tech arrival between 9-11am. 


1/5/2025 CRamen parts received last Monday


1/5 KKelch- placed in R/S due to tech not being in the area anymore

12/23 KHardison: No ETA. Updated due date.

Ship To Name: Forme Aesthetic and Vein Center Ship To Address: 1155 N Mayfair Rd Ste T1700 Ship To City/State: Milwaukee, WI 53226-3462 Waybill (Tracking #): 1ZE444250371406374 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-0504-00 SERIAL #: DESCRIPTION: M11 DOOR & DAM GASKET KIT

12/18 KKelch Tiffany called me back to schedule for 12/22 between 12 and 2 pm. Customer confirmed. 

12/18 KKelch called Tiffany to schedule for 12/22 between 12 and 2 pm. Left VM.

12/18 KKelch called Tiffany to schedule for 12/23 between 9 and 11 am. Left VM.

12/18/25 SReich - Spoke to Tiffany, gave her the WO # and told her someone would be reaching out to schedule. Also confirmed we can change the POC to her, so there is no confusion on who to call.  

🔧 Work Performed
1/8/2026 Mike Huffman. Replaced the M11 Door and Dam Gasket. Completed the Service Request Authorization and obtained customer signature. Tech was taken to where the autoclave was and saw error code C544 on screen. Tech started by draining the water out of the tank, to remove the water ring from the tank. After cap was removed, tech filled up the water tank and began an unwrapped cycle. During the cycle, tech noticed water leaking around the door. During the cycle the temp got up to 272 and pressure got to 29.5 PSI. Cycle completed without any error codes. Tech showed the POC and she was happy that is was working again. Tech explained that the door seal is leaking and POC approved the part and second trip, POC stated that she doesn't feel comfortable replacing it herself. Tech called Midmark and talked to Dale. Tech explained to Dale what was going on, and he agreed that the door gasket needs to be replaced.
🔍 Technician Findings
1/8/2026 Mike Huffman. Door and Dam gasket needs to be replaced. Tech arrived on site and was told the autoclave was giving error code C544. Tech was also told that when one of the nurses went to fill the water in the reservoir, the ring from the water fell in the tank.
⚠️ Problem Description
Zone 2 NWD c544 ADDITIONAL NOTES Contact Tiffany Dorantes tdorantes@mcw.edu 414955-1050 to schedule service. Located in South entrance on 1st floor - 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 Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 18, 10:57 AM
Case Number: 00552795
Subject: Midmark Service Request Dispatch Authorization - WO-00139005
Status: Closed
📋
Work Order Created Dec 18, 11:43 AM
Work Order: WO-01327174
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Dec 18, 11:51 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 8m
👷
▶
2 Technician Assigned Dec 18, 12:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 6m
📅
▶
2 Dispatch Scheduled Dec 18, 3:28 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2h 29m
⏳ 3.0 business days
⏱️
▶
2 3x Labor Added Dec 22, 11:57 AM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Andrew Przybyla
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 20h
⏱️
▶
3 2x Labor Added Dec 22, 12:42 PM
2x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087108
Status: Closed
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 43m
💵
Expenses Added Dec 22, 4:10 PM
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 23, 3:47 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 3h
👷
▶
2 Technician Assigned Dec 24, 12:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 38m
⚠️ 9.0 business days
🆕
Status: Entered by Kaitlyn Kelch Jan 5, 4:06 PM
From: Assigned
To: Entered
Duration in Previous: 12d 3h
📅
Status: Ready for Scheduling by Sherry Reich Jan 5, 4:19 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 13m
👷
▶
2 Technician Assigned Jan 5, 5:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 20m
🗓️
▶
2 Status: Scheduled Jan 6, 11:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-01-08T18:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Jan 8, 12:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
3x Labor Added Jan 8, 12:37 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 6
✔️
Status: Completed by MICHAEL HUFFMAN Jan 8, 1:10 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 56m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 12, 12:45 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created Jan 12, 1:55 PM
Invoice Number: SM-250994

Bottlenecks

Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.5 business hours
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Assigned
Duration: 8.8 business days (threshold: 4.0 business hours)
Exceeded by 8.3 business days
Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.1 business hours
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00552795
Closed
📦
Parts Order 00087108
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Mike Huffman
Scheduled
Jan 8, 1:00 PM
Created
Dec 18, 11:43 AM
Invoice #
SM-250994

Work Details (9)

Name Type Status Qty Amount Date
WL-03045117 Labor Open 3 $0.00 Dec 22, 11:57 AM
WL-03045118 Travel Open 145 $110.00 Dec 22, 11:57 AM
WL-03045119 Travel Open 145 $0.00 Dec 22, 11:57 AM
WL-03045164 Labor Open 2 $220.00 Dec 22, 12:42 PM
WL-03045165 Labor Open 3 $0.00 Dec 22, 12:42 PM
WL-03045413 Expenses Open 1 $0.00 Dec 22, 4:10 PM
WL-03057565 Labor Open 0.5 $0.00 Jan 8, 12:37 PM
WL-03057566 Labor Open 1 $110.00 Jan 8, 12:37 PM
WL-03057567 Travel Open 6 $110.00 Jan 8, 12:37 PM

Details