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WO-01327716 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Eye MDs of Puget Sound — 4707 S 19th St Ste 210, Tacoma WA, 98405

Dec 23, 2025 → Jan 5, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 29, 2025
🕐 Clock stopped: Completed (Jan 5)
⏸ 13d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 10.0d
Coordinators 0.3d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Coordinators
0.3 days
Field Work
0.6 days
Billing
0.0 days
Created: Dec 23, 2025 Due: Jan 5, 2026 Completed: Jan 5, 2026 (on time)
📅
10.0 days Total Age
⏱️
10.0d in Awaiting Parts - Customer Longest Stage
🔄
9 transitions Status Changes
⚠️
1.1d 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

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🎫
Case #00553623
Midmark Service Request Dispatch Authorization - WO-00140113
Closed
Zone 1 Dispatch Type Repair E PROBLEM SUMMARY NWD/C573 run with 1512396 ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR 1512396. 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
Katherine Mueller
Owner
Kimberly Hardison
Created
Dec 22, 2025
Work Orders from this Case (2)
WO-01327716 (current) Invoiced
Repair • Tim Holman
Created: Dec 23, 2025 • Closed: Jan 5, 2026
WO-01327719 Invoiced
Repair • Tim Holman
Created: Dec 23, 2025 • Closed: Jan 5, 2026
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 1.1 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
0.1d / 0.5d SLA
Awaiting Parts - Customer
10.0d
Scheduled
0.1d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-5 Mburris tech is already on site

12/23 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
adj rack, cleaned and adj element, door gasket. ran 2 cycles clean with no leaks or errors. show staff results.
🔍 Technician Findings
high temps. Staff reported burning of packs and melted plastic. Staff was putting packs directly on bottom of cage, causing toasting and melting of packs. Advised wraps and elevating parts off of cage.
⚠️ Problem Description
Zone 1 Dispatch Type Repair E PROBLEM SUMMARY NWD/C573 run with 1512396 ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR 1512396. 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 22, 3:22 PM
Case Number: 00553623
Subject: Midmark Service Request Dispatch Authorization - WO-00140113
Status: Closed
📋
▶
2 Work Order Created Dec 23, 8:46 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 23, 9:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 0m
👤
Status: Awaiting Parts - Customer by Michael Burris Dec 23, 10:22 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 30m
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 12:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-05T16:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Jan 5, 12:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 33m
⏱️
▶
2 3x Labor Added Jan 5, 5:56 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 11m, 0m
⏳ 2.8 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 7, 4:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
📨
▶
2 Status: Invoice Pending Jan 7, 4:16 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 18.0 business days
🧾
Invoice Created Feb 1, 9:19 PM
Invoice Number: SM-250720

Bottlenecks

Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00553623
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Jan 5, 11:00 AM
Created
Dec 23, 8:46 AM
Invoice #
SM-250720

Work Details (3)

Name Type Status Qty Amount Date
WL-03054041 Labor Open 1.5 $165.00 Jan 5, 5:56 PM
WL-03054042 Labor Open 1.5 $0.00 Jan 5, 5:56 PM
WL-03054043 Travel Open 35 $0.00 Jan 5, 5:56 PM

Details