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WO-01327723 ↗ ServiceMax

MIDMARK • Preventive Maintenance • 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)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (4d late)
Dispatch 0.0d
Material Management 4.0d
Coordinators 7.8d
Field Work 0.7d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
7.8 days
Over SLA
Field Work
0.7 days
Billing
1.4 days
Created: Dec 23, 2025 Due: Jan 8, 2026 Completed: Jan 5, 2026 (3 days early)
📅
10.0 days Total Age
⏱️
6.0d in Ready for Scheduling Longest Stage
🔄
12 transitions Status Changes
⚠️
6.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553624
Midmark Service Request Dispatch Authorization - WO-00140114
Closed
Zone 1 PM NWD run with 1512386 ADDITIONAL NOTES PM Service Requirements: Tech needs to watch the training video ( https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site. Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies (including distilled water). Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 745665 002-10251-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Katherine Mueller
Owner
Kimberly Hardison
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327723 (current) Invoiced
Preventive Maintenance • Tim Holman
Created: Dec 23, 2025 • Closed: Jan 5, 2026
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 6.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 6.9 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
6.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Awaiting Parts - Customer
4.0d
Scheduled
1.7d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.9d / 1.0d SLA
WO Correction Needed
1.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/7/26 NSuarez SRA is missing PCR Codes problem change, Cause Change, and Resolution change, Descreiption of service Performed is also needed.

1ZE444250370353174

 Delivered On

Friday, January 02 at 10:34 A.M.


1-2 Mburris called site spoke with Katherine and set for 1-5 9am

12-29 Mburris email sent to POC

12-29 Mburris

1ZE444250370353174

Estimated delivery

Monday, January 05 between 12:45 P.M. - 3:45 P.M


12/26/2025jsells

Ship To Name: Eye MDs of Puget Sound Ship To Address: 4707 S 19th St Ste 210 Ship To City/State: Tacoma, WA 98405-1157 Waybill (Tracking #): 1ZE444250370353174 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 26-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10251-00 SERIAL #: DESCRIPTION: M11 PERIODIC MAINTENANCE SERVICE


12/23 KHardison - Called customer from WO-01327716.

🔧 Work Performed
PM autoclave, ran test cycle with success, show staff results.
🔍 Technician Findings
PM unit.
⚠️ Problem Description
Zone 1 PM NWD run with 1512386 ADDITIONAL NOTES PM Service Requirements: Tech needs to watch the training video ( https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site. Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies (including distilled water). Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 745665 002-10251-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 22, 3:26 PM
Case Number: 00553624
Subject: Midmark Service Request Dispatch Authorization - WO-00140114
Status: Closed
📋
▶
2 Work Order Created Dec 23, 8:57 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 23, 9:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 48m
👤
Status: Awaiting Parts - Customer by Michael Burris Dec 23, 10:21 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 33m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Dec 26, 10:31 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 0h
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Jan 2, 1:42 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 7d 3h
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Jan 5, 9:08 AM
Scheduled For: 2026-01-05T16:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Jan 5, 12:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
Labor Added Jan 5, 2:48 PM
Type: Labor
Status: Open
Qty: 1.5
✔️
▶
2 Status: Completed Jan 5, 5:58 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.8 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 7, 4:04 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 22h
🏁
Status: Closed by Tim Holman Jan 8, 12:49 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 20h 45m
📄
▶
2 Status: Ready to Bill Jan 9, 10:33 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 16.0 business days
🧾
Invoice Created Feb 1, 9:21 PM
Invoice Number: SM-250889

Bottlenecks

Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00553624
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Tim Holman
Scheduled
Jan 5, 11:00 AM
Created
Dec 23, 8:57 AM
Invoice #
SM-250889

Work Details (1)

Name Type Status Qty Amount Date
WL-03053718 Labor Open 1.5 $240.00 Jan 5, 2:48 PM

Details