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← WO Overview

WO-01337996 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Providence Hawks Prairie Family Medicine — 2555 Marvin Rd NE, Lacey WA, 98516-3138

Jan 15, 2026 → Feb 25, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 22, 2026
✗ SLA Missed (10 biz days late)
Active: 14 biz days
Paused: 13 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 15 → Jan 19, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 21, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 21 → Jan 22, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Feb 3, 2026
8 business days (not counted)
▶ Clock Running
Status: Completed
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Closed
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Feb 5, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 5 → Feb 9, 2026
2 business days (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 13, 2026
4 business days (counted)
Running total: 10 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 17 → Feb 20, 2026
3 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 25, 2026
3 business days (counted)
Running total: 14 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 14 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 14 of 4 biz days used
Created: Jan 15, 2026 Completed: Feb 25, 2026
Business Days Used 14 / 4
0 4d budget +10d over
Show SLA Clock Detail (21 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0 / 4
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 0 / 4
Jan 15 → Jan 19 Assigned ▶ Running 1 1 / 4
Jan 19 → Jan 20 Scheduled ▶ Running 1 2 / 4
Jan 20 → Jan 21 Tech On Site ▶ Running 1 3 / 4
Jan 21 → Jan 22 Tech Off Site ▶ Running 1 4 / 4
Jan 22 → Feb 3 Awaiting Parts ⏸ Paused 8 —
Feb 3 → Feb 3 Completed ▶ Running 0 4 / 4
Feb 3 → Feb 5 Closed ▶ Running 2 6 / 4
Feb 5 → Feb 5 Assigned ▶ Running 0 6 / 4
Feb 5 → Feb 5 Scheduled ▶ Running 0 6 / 4
Feb 5 → Feb 5 Awaiting Parts ⏸ Paused 0 —
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 6 / 4
Feb 5 → Feb 9 Awaiting Parts - Customer ⏸ Paused 2 —
Feb 9 → Feb 13 Ready for Scheduling ▶ Running 4 10 / 4
Feb 13 → Feb 17 Scheduled ▶ Running 1 11 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 11 / 4
Feb 17 → Feb 20 Awaiting Parts ⏸ Paused 3 —
Feb 20 → Feb 25 Ready for Scheduling ▶ Running 3 14 / 4
Feb 25 → Feb 25 Scheduled ▶ Running 0 14 / 4
Feb 25 → Feb 25 Tech On Site ▶ Running 0 14 / 4
Dispatch 0.0d
Material Management 14.7d
Coordinators 14.6d
Field Work 2.8d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
14.7 days
Over SLA
Coordinators
14.6 days
Over SLA
Field Work
2.8 days
Billing
1.4 days
Over SLA
Created: Jan 15, 2026 Due: Feb 26, 2026 Completed: Feb 26, 2026 (on time)
📅
28.3 days Total Age
⏱️
9.0d in Awaiting Parts Longest Stage
🔄
24 transitions Status Changes
⚠️
15.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 20, 2026
Visit 2 Feb 17, 2026
Visit 3 Feb 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559183
Midmark Service Request Dispatch Authorization - WO-00146653
Closed
Travel Zone 1 PROBLEM SUMMARY NWD-low water error C232 - Special Billing ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cynthia Andersson
Owner
Shelby Robinson
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01337996 (current) Invoiced
Repair • Tim Holman
Created: Jan 15, 2026 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 9.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 15.8 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
8.6d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
1.6d / 2.0d SLA
Awaiting Parts
12.2d / 3.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.8d / 1.0d SLA
Awaiting Parts - Customer
2.5d
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-25 Mburris CB from site Cynitha to set 2-25 2pm

2/20/26 lcoonrod

DELIVERY DATE Friday Estimated between 8:45 AM - 12:45 PM Order No: 756265 Customer PO No: P0010001548182 Customer: Providence Health and Services Service Request NO: 1520662 Ship To Name: Providence Hawks Prairie Family Med Ship To Address: 2555 Marvin Rd NE Ship To City/State: Lacey, WA 98516-3138 Waybill (Tracking #): 514252120258 Carrier: FEDX Air-Standard Overnight The following items have shipped from Midmark Corporation on: 19-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 014-0184-01 SERIAL #: DESCRIPTION: MALE ELBOW 3/8 X 1/4 MPT LINE NO: 2.1 QTY: 1 ITEM: 014-0413-00 SERIAL #: DESCRIPTION: TUBE, CHAMBER IN/OUT M11/M11D LINE NO: 3.1 QTY: 1 ITEM: 053-1033-05 SERIAL #: DESCRIPTION: M11 FILL TUBE


Expected delivery on

Friday, February 13, 2026

In Transit

fedex package #510299708201

2-13 Mburris spoke with Cynthia and set 2-17 2pm/ POC asked for 2-17

2/9/2026jsells

Ship To Name: Providence Hawks Prairie Family Medicine Ship To Address: 2555 Marvin Rd NE Ship To City/State: Lacey, WA 98516-3138 Waybill (Tracking #): 510299708201 Carrier: FEDX-Parcel-Ground The following items have shipped from Midmark Corporation on: 09-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10017-00 SERIAL #: DESCRIPTION: Kit, M11 115V Manifold


2-5 Mburris called spoke with Cynithia advise that you were notified that Midmark is shipping parts and we will call back to schedule once tracking is received.

2/5/2026jsells

Hello, EMSAR,

I noticed this dispatch went from “Closed” to “Scheduled” in your system. Thank you for reopening this SR.

We have ordered and shipping a part on Sales Order 753823 via Fed Ex Ground. Tracking will be emailed to EMSAR once the order has shipped from Midmark. May need to reschedule service appointment once the part has arrived.

Thank you for everything and working with me on this.

2/5/26 RBerry- Updated due date based on request from Midmark to open WO back up and send tech. Removed delay code. Removed serviced date.


2-5 Mburris called and set appt w/ Cynthia for 2-6 11am

2/5/2026jsells

Hello, EMSAR,

 What is the possibility of reopening this dispatch? Customer just got back to us last night with a revised PO to continue with service. Please advise.

 Can’t blame a girl for asking.  

2/3/2026jsells

Hello, EMSAR,

Please close this work order and submit invoice to Midmark for work performed to date.

2/3/2026 Sramen - updated service date to match actual service date. Closed date will not match service date due to Midmark asking to go ahead and close out the wo today.

1-19 Mburris called site set appt w Cynthia Andersson 1-20 2:30pm01/14/2026 SRobinson- Called Cynthia Andersson, 1(360) 493-7922. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
2.25 returned with new brass fittings, installed block and fittings, ran 2 cycles with success, no leaks or errors. 2.17 returned and installed new valve block, tested and found leaks at S tubing from block to chamber. Tried reseating and found the tubing connection damaged. Called midmark and they are sending an new connection. 1.20 after troubleshooting both main board and cleaning fill/vent valves, found that the valve block is clogged. Contacted Midmark on 1.21 to send a new quote on a valve block.
🔍 Technician Findings
autoclave not filling Called at 2:30 pm and was put on hold, then disconnected and then couldn't get hold of tech support because they left for the day at 3:00. Need to call and get a quote for a valve block sent to the customer.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD-low water error C232 - Special Billing ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. 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 Jan 14, 4:59 PM
Case Number: 00559183
Subject: Midmark Service Request Dispatch Authorization - WO-00146653
Status: Closed
📋
▶
2 Work Order Created Jan 15, 9:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Jan 15, 12:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 54m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Jan 19, 2:11 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4d 1h
⏳ 1.0 business days
🔧
Status: Tech On Site by Tim Holman Jan 20, 6:12 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
⏱️
4x Labor Added Jan 20, 6:45 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.5, 45, 65
🚗
▶
2 Status: Tech Off Site Jan 20, 8:05 PM
Status: Tech Off Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
⏳ 1.5 business days
📦
▶
2 Parts Requested Jan 21, 11:40 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tim Holman
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 1d 3h
⚠️ 9.0 business days
✔️
▶
2 Status: Completed Feb 3, 12:40 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
👷
▶
2 Status: Assigned Feb 5, 11:15 AM
Status: Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-06T19:00:00.000+0000, 2026-02-06T20:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 5, 12:07 PM
Scheduled For: 2026-02-06T19:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 5, 12:50 PM
Scheduled For: 2026-02-07T01:30:00.000+0000, 2026-02-07T01:00:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 5, 2:28 PM
Dispatch Scheduled → Status: Awaiting Parts
📦
Status: Awaiting Parts by Michael Burris
From: Scheduled
To: Awaiting Parts
Duration in Previous: 3h 16m
📅
Status: Ready for Scheduling by Michael Burris Feb 5, 2:33 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1m
👤
Status: Awaiting Parts - Customer by Michael Burris Feb 5, 2:50 PM
From: Ready for Scheduling
To: Awaiting Parts - Customer
Duration in Previous: 16m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 9, 5:43 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 2h
⏳ 4.8 business days
📅
▶
2 Dispatch Scheduled Feb 13, 11:25 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 17h
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Feb 17, 3:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
⏱️
▶
3 3x Labor Added Feb 17, 5:23 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090563
Status: Closed
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 10m
⏱️
2x Labor Added Feb 17, 10:58 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 65
⏳ 3.1 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 20, 8:38 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 15h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 25, 8:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-25T22:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Feb 25, 3:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6h 56m
✔️
Status: Completed by Tim Holman Feb 25, 6:25 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 1m
⏱️
▶
2 5x Labor Added Feb 25, 8:59 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 2h 38m
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 3:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 54m
📨
▶
2 Status: Invoice Pending Feb 27, 1:57 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 91.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255209

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Awaiting Parts
Duration: 9.0 business days (threshold: 3.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready for Scheduling
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days
Awaiting Parts
Duration: 3.2 business days (threshold: 3.0 business days)
Exceeded by 1.6 business hours
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00559183
Closed
📦
Parts Order 00088830
Closed
📦
Parts Order 00090563
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 25, 5:00 PM
Created
Jan 15, 9:25 AM
Invoice #
SM-255209

Work Details (15)

Name Type Status Qty Amount Date
WL-03072449 Labor Open 2 $0.00 Jan 20, 6:45 PM
WL-03072450 Labor Open 1.5 $165.00 Jan 20, 6:45 PM
WL-03072452 Travel Open 45 $110.00 Jan 20, 6:45 PM
WL-03072453 Travel Open 65 $0.00 Jan 20, 6:45 PM
WL-03072576 Labor Open 1.5 $0.00 Jan 20, 8:09 PM
WL-03109126 Labor Open 1.5 $0.00 Feb 17, 5:23 PM
WL-03109127 Labor Open 2.5 $275.00 Feb 17, 5:23 PM
WL-03109128 Travel Open 45 $110.00 Feb 17, 5:23 PM
WL-03109748 Labor Open 1.5 $0.00 Feb 17, 10:58 PM
WL-03109749 Travel Open 65 $0.00 Feb 17, 10:58 PM
WL-03120418 Labor Open 2.5 $0.00 Feb 25, 8:59 PM
WL-03120419 Labor Open 2.5 $275.00 Feb 25, 8:59 PM
WL-03120420 Labor Open 2 $0.00 Feb 25, 8:59 PM
WL-03120421 Travel Open 80 $110.00 Feb 25, 8:59 PM
WL-03120422 Travel Open 65 $0.00 Feb 25, 8:59 PM

Details