Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327636 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Beltline Surgery Center — 2858 N Beltline, Ste 100, SUNNYVALE TX, 75182

Dec 22, 2025 → Jan 16, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 26, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 16)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (18d late)
Dispatch 0.0d
Material Management 2.7d
Coordinators 19.6d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.7 days
Coordinators
19.6 days
Over SLA
Field Work
1.4 days
Billing
0.0 days
Created: Dec 22, 2025 Due: Jan 14, 2026 Completed: Jan 16, 2026 (1 days late)
📅
19.6 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
15.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 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 Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 6, 2026
Visit 2 Jan 16, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00553523
Midmark Service Request Dispatch Authorization - WO-00140073
Closed
Zone 1 WD / both units low pressure errors Facility is closed the rest of the week after Tuesday 12/23/25. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you ship Exchanged Open 745583 002-10880-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danyelle Houk
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (2)
WO-01327636 (current) Invoiced
Repair • Zachary Stieben
Created: Dec 22, 2025 • Closed: Jan 16, 2026
WO-01327637 Invoiced
Repair • Zachary Stieben
Created: Dec 22, 2025 • Closed: Jan 6, 2026
Completed with significant delays
Invoiced • 143 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 15.4 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
1.3d / 1.0d SLA
Awaiting Parts - Customer
1.5d
Assigned
5.3d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Awaiting Parts
1.2d / 3.0d SLA
Completed
0.7d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16/26 ZStieben. Shipped back faulty air valve to Midmark per Midmark's request. Tracking receipt is attached to the notes.


1/8 KKelch called Danyelle to schedule for 1/14 between 1 and 2 pm. She asked for 1/16 between 9 and 11 am. Customer confirmed. 

01/07/2026 SRobinson- Order No: 747494


Customer PO No: SR1512268


Customer: Midmark No Charge


Service Request NO: 1512268


Ship To Name: Beltline Surgery Center


Ship To Address: 2858 N Beltline Ste 100   


Ship To City/State: SUNNYVALE, TX 75182


Waybill (Tracking #): 1ZE444250170167361


Carrier: UPS-Air-Next Day Air


The following items have shipped from Midmark Corporation on: 07-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259048988797 DESCRIPTION: ARS LABEL, ST RT 47 WEST


12/30 KKelch called Danyelle to schedule for 1/6 between 2 and 3 pm. Customer confirmed. Call logged on WO-01327636

12/29 KKelch called Danyelle to schedule for 1/6 between 2 and 3 pm. Left VM, sent email. Call and email logged on WO-01327636

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

Ship To Name: Beltline Surgery Center Ship To Address: 2858 N Beltline Ste 100 Ship To City/State: SUNNYVALE, TX 75182 Waybill (Tracking #): 1ZE444250171603584 Carrier: UPS-Air-Next Day Air LINE NO: 1.1 QTY: 1 ITEM: 002-10880-00 SERIAL #: DESCRIPTION: M11-05X DOOR & DAM GASKET KIT LINE NO: 2.1 QTY: 1 ITEM: 002-10880-00 SERIAL #: DESCRIPTION: M11-05X DOOR & DAM GASKET KIT

12/22/2025jsells

left a voicemail for Danyelle and I gave her the work order number and told her someone will call them to schedule the visit

🔧 Work Performed
1/6/2026. Installed new Door Gasket Kit. Unit still non functional. Evaluated unit and ordered additional parts. 1/16/26 ZStieben. Installed new air valve manifold. Unit function tested and passed. Unit returned to service. Shipped back faulty air valve, tracking for return shipping is attached in the notes section of the work order.
🔍 Technician Findings
1/6/2026 Zachary Stieben arrived on site. Found Midmark M-11 autoclave with Low Pressure error. 1/16/2026 Zachary Stieben arrived on site to complete repair.
⚠️ Problem Description
Zone 1 WD / both units low pressure errors Facility is closed the rest of the week after Tuesday 12/23/25. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you ship Exchanged Open 745583 002-10880-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 22, 12:42 PM
Case Number: 00553523
Subject: Midmark Service Request Dispatch Authorization - WO-00140073
Status: Closed
📋
▶
2 Work Order Created Dec 22, 2:25 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Dec 22, 3:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 36m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 23, 4:00 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
2 Technician Assigned Dec 23, 4:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Dec 30, 9:44 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 6d 17h
⚠️ 6.0 business days
🔧
Status: Tech On Site by Zachary Stieben Jan 6, 1:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
🚗
Travel Added Jan 6, 1:40 PM
Type: Travel
Status: Open
Qty: 40
🚗
▶
2 Travel Added Jan 6, 5:26 PM
Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 0.83333333333333
📦
▶
2 Parts Requested Jan 6, 5:32 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Zachary Stieben
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 20m
⏳ 1.8 business days
📅
Status: Ready for Scheduling by Shelby Robinson Jan 7, 5:32 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
3 Technician Assigned Jan 8, 10:53 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 17h 21m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-16T15:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Jan 16, 9:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 22h
🚗
▶
2 Travel Added Jan 16, 10:02 AM
Travel Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Zachary Stieben Jan 16, 10:32 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 28m
⏱️
▶
2 Labor Added Jan 16, 3:48 PM
Labor Added → Status: Closed
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 5h 17m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Jan 20, 2:04 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-251741

Bottlenecks

Assigned
Duration: 5.3 business days (threshold: 4.0 business hours)
Exceeded by 4.8 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00553523
Closed
📦
Parts Order 00087735
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Jan 16, 10:00 AM
Created
Dec 22, 2:25 PM
Invoice #
SM-251741

Work Details (8)

Name Type Status Qty Amount Date
WL-03054848 Travel Open 40 $110.00 Jan 6, 1:40 PM
WL-03055302 Travel Open 18 $0.00 Jan 6, 5:26 PM
WL-03055313 Labor Open 0.5 $55.00 Jan 6, 5:30 PM
WL-03055314 Labor Open 0.5 $0.00 Jan 6, 5:30 PM
WL-03055312 Labor Open 0.83333333333333 $0.00 Jan 6, 5:30 PM
WL-03067716 Travel Open 18 $110.00 Jan 16, 10:02 AM
WL-03067717 Labor Open 0.5 $0.00 Jan 16, 10:03 AM
WL-03068427 Labor Open 1.5 $165.00 Jan 16, 3:48 PM

Details