Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338608 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Diamond Neighborhoods Family Health — 4725 Market St, San Diego CA, 92102

Jan 20, 2026 → Feb 20, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 26, 2026
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Feb 21)
✗ SLA Missed (25d late)
Dispatch 0.0d
Material Management 1.2d
Coordinators 25.9d
Field Work 0.9d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.2 days
Coordinators
25.9 days
Over SLA
Field Work
0.9 days
Billing
1.3 days
Over SLA
Created: Jan 20, 2026 Due: Feb 9, 2026 Completed: Feb 21, 2026 (11 days late)
📅
23.8 days Total Age
⏱️
5.0d in Reschedule Longest Stage
🔄
17 transitions Status Changes
⚠️
18.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 28, 2026
Visit 2 Feb 9, 2026
Visit 3 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560500
Midmark Service Request Dispatch Authorization - WO-00147748
Closed
Zone 2 WD Leaking steam Unit is located at the top of the parking structure - Diamond Building A on the 5th floor. Secondary Contact: Mike Beltran (760) 978-2939 michael@herobiz.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
Lee Mulkiewitz
Owner
Jessica Sells
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338608 (current) Invoiced
Repair • Omar Serrano
Created: Jan 20, 2026 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 5.0 days stuck in "Reschedule"
⏱️
Total Delay 18.2 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
7.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
0.5d
Scheduled
13.3d / 2.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Awaiting Parts
0.6d / 3.0d SLA
Reschedule
5.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 RBerry- Per tech notes from 2/9/26 : Arrived on site and checked in with front desk looking for on site contact Norma. Once escorting me to unit she asked if i had parts but I mentioned that parts were delivered to address provided. After checking item was delivered to an ocean site location. Called POC and determined he had not brought parts over and would need to rescheduled. Updated delay code.


2-16 to set for 2-20 10:30amMburris call from POC Lee 

2/4/26 RBerry- Updated due date based on parts. Removed delay code.


2-4 Mburris called and set with Lee 2-9 10am

1/30/2026jsells

Ship To Name: Hero Business Inc Ship To Address: 2165 Anda Lucia Way Ship To City/State: Oceanside, CA 92056-3236 Waybill (Tracking #): 1ZE444250246461112 Carrier: UPS-Air-2nd Day Air The following items have shipped from Midmark Corporation on: 30-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259073168152 DESCRIPTION: ARS LABEL, ST RT 47 WEST


1-26 Mburris called spoke with Lee and set 1-29 10am

1/21/26 SReich - Midmark responded regarding parts shipping address: The customer requested that the part(s) ship to the following address:

2165 Anda Lucia Way

Oceanside, CA 92056

 

The equipment to be serviced is located at:

4725 Market St

San Diego, CA 92102-4715

Your shipment

1ZE444250347657489

Estimated delivery

Saturday, January 24, between 1:00 P.M. - 3:00 P.M.








Order No: 750254 Customer PO No: SR1523248 Customer: Midmark No Charge Service Request NO: 1523248 Ship To Name: Hero Business Inc Ship To Address: 2165 Anda Lucia Way Ship To City/State: Oceanside, CA 92056-3236 Waybill (Tracking #): 1ZE444250347657489 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 20-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 053-1303-00 SERIAL #: DESCRIPTION: M9/M11 RESERVOIR TANK SEAL LINE NO: 2.1 QTY: 1 ITEM: 014-0184-00 SERIAL #: DESCRIPTION: MALE ELBOW 1/4 X 1/8 MPT



1/21/26 SReich - Sent a 2nd email to Midmark.

1/21/26 lcoonrod (below notes, Sherry has already sent an email to Midmark regarding delivery location)

Tracking Number 1ZE444250347657489

Estimated deliverySaturday, January 24, between 1:00 P.M. - 3:00 P.M.

Ship To:Hero Business Inc
2165 Anda Lucia Way
Oceanside, CA 920563236
USUPS Service:UPS GROUNDPackage Weight:0.3 LBSMerchandise Description:Medical Service PartsReference Number 1:21024735 / 750254
Reference Number 2:SR1523248
Reference Number 3:200.100.10.1080.0000.402000.00000.0
Reference Number 4:Mark for: Mike Beltran;




1/20/26 SReich (sending Midmark an email in the case to verify this shipment, the locations are different).

Order No: 750254 Customer PO No: SR1523248 Customer: Midmark No Charge Service Request NO: 1523248 Ship To Name: Hero Business Inc Ship To Address: 2165 Anda Lucia Way Ship To City/State: Oceanside, CA 92056-3236 Waybill (Tracking #): 1ZE444250347657489 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 20-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 053-1303-00 SERIAL #: DESCRIPTION: M9/M11 RESERVOIR TANK SEAL LINE NO: 2.1 QTY: 1 ITEM: 014-0184-00 SERIAL #: DESCRIPTION: MALE ELBOW 1/4 X 1/8 MPT


1/20/2026jsells

left a voicemail with the work order number and I let Lee know someone would be calling to schedule the visit

🔧 Work Performed
Arrived on site but department not noted in information provided but once poc cleared up the department. He informed me he would be brining parts over as he was not on site. Once parts received started by removing panels and replacing parts that had been sent. Powered unit on and conducted a test cycle and confirmed no steam leaking. Issue arose once door motor did not open door. After Speaking with Office manager she stated issue began after starting service request. Called midmark and they will be sending new door motor (2/9) Arrived on site and checked in with front desk looking for on site contact Norma. Once escorting me to unit she asked if i had parts but I mentioned that parts were delivered to address provided. After checking item was delivered to an ocean site location. Called POC and determined he had not brought parts over and would need to rescheduled.
🔍 Technician Findings
Customer states unit leaks steam
⚠️ Problem Description
Zone 2 WD Leaking steam Unit is located at the top of the parking structure - Diamond Building A on the 5th floor. Secondary Contact: Mike Beltran (760) 978-2939 michael@herobiz.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 750254 053-1303-00 1.00000 Ship Exchanged Open 750254 014-0184-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Jan 20, 12:31 PM
Case Number: 00560500
Subject: Midmark Service Request Dispatch Authorization - WO-00147748
Status: Closed
📋
▶
2 Work Order Created Jan 20, 12:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Status: Assigned Jan 20, 12:56 PM
Status: Assigned → Technician Assigned → Status: Awaiting Parts - Customer
👷
Technician Assigned by Michael Burris
Technician: Omar Serrano
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Sherry Reich Jan 20, 5:11 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4h 13m
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Jan 26, 12:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-29T18:00:00.000+0000
⚠️ 5.0 business days
🚗
Status: Tech Off Site by Omar Serrano Jan 30, 9:18 AM
From: Scheduled
To: Tech Off Site
Duration in Previous: 3d 20h
📦
▶
2 Parts Requested Jan 30, 11:32 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 2h 13m
📅
Status: Ready for Scheduling by Jessica Sells Jan 30, 4:34 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5h 2m
⏳ 1.4 business days
⏱️
6x Labor Added Feb 2, 4:10 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2, 2.25, 2.75, 123
💵
Expenses Added Feb 2, 4:27 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 4, 4:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-09T18:00:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Feb 9, 10:25 PM
Type: Labor, Travel
Status: Open
Qty: 2, 0.25, 123
🔄
Status: Reschedule by Nicholas Willick Feb 10, 10:51 AM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 18h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 5:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-20T18:30:00.000+0000
⏳ 4.9 business days
🔧
Status: Tech On Site by Omar Serrano Feb 20, 1:48 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 20h
⏱️
▶
3 3x Labor Added Feb 20, 9:38 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 7h 50m
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.3 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 25, 4:40 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 18h
📨
▶
3 Status: Invoice Pending Feb 26, 12:24 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254979

Bottlenecks

Ready for Scheduling
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Ready for Scheduling
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours

🔗 Related Artifacts

📞
Case 00560500
Closed
📦
Parts Order 00089366
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Feb 20, 1:30 PM
Created
Jan 20, 12:48 PM
Invoice #
SM-254979

Work Details (13)

Name Type Status Qty Amount Date
WL-03087467 Labor Open 2 $0.00 Feb 2, 4:10 AM
WL-03087468 Labor Open 2.25 $247.50 Feb 2, 4:10 AM
WL-03087469 Labor Open 2.75 $0.00 Feb 2, 4:10 AM
WL-03087470 Travel Open 123 $110.00 Feb 2, 4:10 AM
WL-03087471 Travel Open 123 $0.00 Feb 2, 4:10 AM
WL-03087472 Expenses Open 1 $0.00 Feb 2, 4:10 AM
WL-03087478 Expenses Open 1 $0.00 Feb 2, 4:27 AM
WL-03098573 Labor Open 2 $0.00 Feb 9, 10:25 PM
WL-03098574 Labor Open 0.25 $27.50 Feb 9, 10:25 PM
WL-03098575 Travel Open 123 $110.00 Feb 9, 10:25 PM
WL-03114802 Labor Open 1.5 $165.00 Feb 20, 9:38 PM
WL-03114803 Labor Open 2 $0.00 Feb 20, 9:38 PM
WL-03114804 Travel Open 123 $110.00 Feb 20, 9:38 PM

Details