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← WO Overview

WO-01338947 ↗ ServiceMax

MIDMARK • Repair • P4

📍 University of Rochester — 2365 S Clinton Ave, Ste 200, Rochester NY, 14618-2663

Jan 21, 2026 → Feb 23, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 27, 2026
✗ SLA Missed (18 biz days late)
Active: 22 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 23, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Incomplete
Jan 23 → Jan 27, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 29, 2026
2 business days (counted)
Running total: 6 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 4, 2026
4 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 10, 2026
2 business days (counted)
Running total: 14 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 14 of 4 biz days used
3d
▶ Clock Running
Status: Incomplete
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 17 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 23, 2026
5 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 22 of 4 biz days used
Created: Jan 21, 2026 Completed: Feb 23, 2026
Business Days Used 22 / 4
0 4d budget +18d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0 / 4
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0 / 4
Jan 21 → Jan 21 Assigned ▶ Running 0 0 / 4
Jan 21 → Jan 23 Scheduled ▶ Running 2 2 / 4
Jan 23 → Jan 23 Tech On Site ▶ Running 0 2 / 4
Jan 23 → Jan 23 Tech Off Site ▶ Running 0 2 / 4
Jan 23 → Jan 27 Incomplete ▶ Running 2 4 / 4
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 4 / 4
Jan 27 → Jan 29 Assigned ▶ Running 2 6 / 4
Jan 29 → Feb 4 Scheduled ▶ Running 4 10 / 4
Feb 4 → Feb 4 Tech On Site ▶ Running 0 10 / 4
Feb 4 → Feb 5 Tech Off Site ▶ Running 1 11 / 4
Feb 5 → Feb 6 Incomplete ▶ Running 1 12 / 4
Feb 6 → Feb 6 Reschedule ▶ Running 0 12 / 4
Feb 6 → Feb 10 Scheduled ▶ Running 2 14 / 4
Feb 10 → Feb 10 Tech On Site ▶ Running 0 14 / 4
Feb 10 → Feb 13 Incomplete ▶ Running 3 17 / 4
Feb 13 → Feb 13 Reschedule ▶ Running 0 17 / 4
Feb 13 → Feb 23 Scheduled ▶ Running 5 22 / 4
Feb 23 → Feb 23 Tech On Site ▶ Running 0 22 / 4
Dispatch 0.0d
Coordinators 19.9d
Field Work 3.9d
Incomplete 7.5d (excluded)
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
19.9 days
Over SLA
Field Work
3.9 days
Over SLA
Incomplete (excluded from total)
7.5 days
Billing
1.5 days
Over SLA
Created: Jan 21, 2026 Due: Feb 20, 2026 Completed: Feb 24, 2026 (3 days late)
📅
23.1 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
24 transitions Status Changes
⚠️
12.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (2 reschedules)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Erwin Forster — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Feb 4, 2026
Visit 3 Feb 10, 2026
Visit 4 Feb 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560912
Repair
Closed
Zone 1 PROBLEM SUMMARY WD Low pressure 0747-033C ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Medium
Origin
Web
Reason
New Case
Contact
Scott Robertson
Owner
Erin Martin
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338947 (current) Invoiced
Repair • Erwin Forster
Created: Jan 21, 2026 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 204 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 12.1 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
0.2d / 1.0d SLA
Assigned
2.8d / 0.5d SLA
Scheduled
16.2d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Incomplete
7.5d
Reschedule
0.7d / 2.0d SLA
Completed
1.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/15/26 RBerry- Updated due date based on parts. Updated delay code.


2/13 KSmith -- Scheduled for 2/23 with Scott. 9-11am

2/13 KSmith -- Sent email to schedule for 2/23. All FSEs are on a large inspection next week and cannot be pulled.

02/12/2026 EMartin

Order No: 754841


Customer PO No: SR1524296


Customer: Midmark No Charge


Service Request NO: 1524296


  


Ship To Name: University of Rochester


Ship To Address: 2365 S Clinton Ave Ste 200   


Ship To City/State: Rochester, NY 14618-2663


Waybill (Tracking #): 1ZE444250370989881


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 12-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-11011-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X FILL/VENT VALVE MANIFOLD, 115V


LINE NO: 2.1 QTY: 1 ITEM: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V

2/6 KSmith -- Scheduled for 2/10 with Scott. 11am-1pm

2/6/26 RBerry- Updated due date based on parts. Removed delay code.



2/6 KSmith -- Sent email to schedule for 2/10

02/05/2026 Emartin

Order No: 753547


Customer PO No: SR1524296


Customer: Midmark No Charge


Service Request NO: 1524296


  


Ship To Name: University of Rochester


Ship To Address: 2365 S Clinton Ave Ste 200   


Ship To City/State: Rochester, NY 14618-2663


Waybill (Tracking #): 1ZE444250346440053


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 05-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 014-10135-00 SERIAL #: DESCRIPTION: TUBE, CHAMBER IN/OUT M11


LINE NO: 2.1 QTY: 1 ITEM: 014-0184-01 SERIAL #: DESCRIPTION: MALE ELBOW 3/8 X 1/4 MPT


LINE NO: 3.1 QTY: 1 ITEM: 014-10006-00 SERIAL #: DESCRIPTION: 3/8 MALE CONNECTOR (SWAGELOK)

2/4 EForster: Both parts sent by Midmark not in parts look up. Had to delete new parts entered by midmark so updated WO information could be saved.

1/30 KSmith -- FSE is not able to make it onsite today due to another repair running long. Rescheduled for 2/4 with Scott

1/29 KSmith -- Scheduled for tomorrow with Scott. 2-4pm

1/29 KSmith -- Sent email to schedule for Friday

1/28 KSmith -- Sent email to schedule for Friday

1/27/2026jsells

Ship To Name: University of Rochester Ship To Address: 2365 S Clinton Ave Ste 200 Ship To City/State: Rochester, NY 14618-2663 Waybill (Tracking #): 1ZE444250371289797 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 27-JAN-2026 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: 002-11013-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X, VENT VALVE REPAIR, 115V


1/21 KSmith -- Scheduled for 1/23 with Scott. 11am-1pm

1/21 KSmith -- Left VM and sent email to schedule for Friday

01/21/2026 EMartin called Scott Robertson / (585) 738-4157 went straight to VM left message advising WO-01338947 created A coordinator will be reaching out to get this scheduled

🔧 Work Performed
1/23-Performed following tests: temp sensor PC board 4,85 vdc Continuity 1094 ohms Vent/Fill Valve PC Board Fill 107.7 vdc vent 108 vdc Vent Valve Continuity 812 ohms Fill valve continuity 806 ohms Heater 115.8 vac line volt in 122.6 vac Pressure Transducer 5 vdc Found door gasket to be loose (orange gasket, not gray) Ran test cycle. Discovered water leaking from condensing coil. Contacted Midmark. Spoke to Drew who determined vent valve needs replacing as well as correct door gasket needed. Midmark sending Vent valve and door gasket. 2/4: Installed new door gasket (002-10880-00). Installed vent valve repair kit (002-11013-00). While removing vent valve stem, black assembly moved causing connection issue with copper tube from chamber. Ran test cycle. Vent valve seemed to be operating correctly but noticed leaking from fill tube at block assembly. Tightened fitting and ran another cycle but leak remained. Removed nut and applied teflon tape, reapplied nut. Leak was worse. Contacted Midmark and talked to jason who is sending replacement fill/vent valve assembly (002-11011-00). 2/10: Received new tube (014-10135-00), male elbow (014-0184-01) and 3/8 inch male connector (014-10006-00). Removed old tube, elbow and connector. Installed new tube, elbow and connector. Carefully screwed connections together and tightened. Ran test cycle to check for leaks. During test cycle, vent released pressure but never closed resulting in a steady 3 PSI. Found water leaking back into tank though coil. Entered diagnostics. Toggled vent valve successfully. No response from air valve. Checked PC output (108 VAC) and continuity of valve (2.5K). Reconnected wires and toggled through diagnostics and valve toggled Ran 2nd test cycle. Unit vented normally. Then increased psi to 11, vented but PSI remained at 3 PSI. Water was spurting out of coil. Called Tech support. Was instructed to take vent valve apart to check for debris. Found none, re-assembled vent valve. Ran 3rd test cycle. PSI did not climb above 3 PSI and coil continues to leak water into tank. Talked to tech support and determined to send new manifold block (002-11011-00) and air valve (002-10904-00). 2/23: Installed new air valve (002-10904-00). Ran test cycle successfully. No leaks found or errors occurred.
🔍 Technician Findings
1/23-Confirmed error history 07847-033 Cycle count = 530
⚠️ Problem Description
Zone 1 PROBLEM SUMMARY WD Low pressure 0747-033C ADDITIONAL NOTES 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 21, 11:49 AM
Case Number: 00560912
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 21, 12:14 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 21, 12:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19m
🗓️
▶
2 Status: Scheduled Jan 21, 1:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-23T17:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Jan 22, 10:31 AM
Scheduled For: 2026-01-23T14:00:00.000+0000
🔧
Status: Tech On Site by Erwin Forster Jan 23, 10:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 20h
🚗
Status: Tech Off Site by Erwin Forster Jan 23, 12:28 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 9m
⚠️
Status: Incomplete by Erwin Forster Jan 23, 3:22 PM
From: Tech Off Site
To: Incomplete
Duration in Previous: 2h 54m
⏱️
5x Labor Added Jan 23, 3:30 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 1.6666666666667, 0.83333333333333, 20
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 27, 12:24 PM
From: Incomplete
To: Ready for Scheduling
Duration in Previous: 3d 21h
👷
▶
2 Technician Assigned Jan 27, 1:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 3m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Jan 29, 10:45 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1d 21h
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 30, 2:20 PM
Scheduled For: 2026-02-04T16:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 3, 8:47 AM
Scheduled For: 2026-02-04T18:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Erwin Forster Feb 4, 11:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
🚗
Status: Tech Off Site by Erwin Forster Feb 4, 2:23 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 19m
⏱️
▶
2 5x Labor Added Feb 4, 7:34 PM
5x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Erwin Forster
From: Tech Off Site
To: Incomplete
Duration in Previous: 5h 16m
🔩
2x Parts Added Feb 5, 9:07 AM
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 6, 9:49 AM
From: Incomplete
To: Reschedule
Duration in Previous: 1d 14h
🗓️
▶
2 Status: Scheduled Feb 6, 2:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-10T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Erwin Forster Feb 10, 12:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
🔩
2x Parts Added Feb 10, 4:59 PM
Type: Parts
Status: Open
Qty: 1
⚠️
Status: Incomplete by Erwin Forster Feb 10, 6:25 PM
From: Tech On Site
To: Incomplete
Duration in Previous: 5h 54m
🔩
▶
2 2x Parts Added Feb 10, 7:26 PM
2x Parts Added → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 4.75, 0.5, 71
⏳ 3.6 business days
🔄
Status: Reschedule by Kourtney Smith Feb 13, 9:53 AM
From: Incomplete
To: Reschedule
Duration in Previous: 2d 15h
🗓️
▶
2 Status: Scheduled Feb 13, 10:53 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-23T14:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 19, 12:22 PM
Scheduled For: 2026-02-23T14:45:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Erwin Forster Feb 23, 9:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 22h
✔️
Status: Completed by Erwin Forster Feb 23, 11:20 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 0m
⏱️
3x Labor Added Feb 23, 7:34 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2, 20
📅
Dispatch Scheduled by Erwin Forster Feb 23, 7:47 PM
Scheduled For: 2026-02-23T14:00:00.000+0000
🏁
Status: Closed by Erwin Forster Feb 23, 8:48 PM
From: Completed
To: Closed
Duration in Previous: 9h 27m
⏳ 2.4 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 25, 3:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
📨
▶
2 Status: Invoice Pending Feb 26, 11:52 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Mar 2, 8:48 AM
Invoice Number: SM-254971

Bottlenecks

Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.2 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours

🔗 Related Artifacts

📞
Case 00560912
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Erwin Forster
Scheduled
Feb 23, 9:00 AM
Created
Jan 21, 12:14 PM
Invoice #
SM-254971

Work Details (24)

Name Type Status Qty Amount Date
WL-03076916 Labor Open 2.25 $247.50 Jan 23, 3:30 PM
WL-03076915 Labor Open 1.6666666666667 $0.00 Jan 23, 3:30 PM
WL-03076917 Labor Open 0.83333333333333 $0.00 Jan 23, 3:30 PM
WL-03076918 Travel Open 20 $110.00 Jan 23, 3:30 PM
WL-03076919 Travel Open 20 $0.00 Jan 23, 3:30 PM
WL-03092109 Labor Open 3.25 $357.50 Feb 4, 7:34 PM
WL-03092108 Labor Open 0.5 $0.00 Feb 4, 7:34 PM
WL-03092110 Labor Open 0.5 $0.00 Feb 4, 7:34 PM
WL-03092111 Travel Open 20 $110.00 Feb 4, 7:34 PM
WL-03092112 Travel Open 20 $0.00 Feb 4, 7:34 PM
WL-03092615 Parts Open 1 $0.00 Feb 5, 9:07 AM
WL-03092616 Parts Open 1 $0.00 Feb 5, 9:07 AM
WL-03099675 Parts Open 1 $0.00 Feb 10, 4:59 PM
WL-03099676 Parts Open 1 $0.00 Feb 10, 4:59 PM
WL-03100076 Parts Open 1 $0.00 Feb 10, 7:26 PM
WL-03100077 Parts Open 1 $0.00 Feb 10, 7:26 PM
WL-03100082 Labor Open 1.5 $0.00 Feb 10, 7:31 PM
WL-03100083 Labor Open 4.75 $522.50 Feb 10, 7:31 PM
WL-03100084 Labor Open 0.5 $0.00 Feb 10, 7:31 PM
WL-03100085 Travel Open 71 $110.00 Feb 10, 7:31 PM
WL-03100086 Expenses Open 1 $0.00 Feb 10, 7:31 PM
WL-03116852 Labor Open 0.5 $0.00 Feb 23, 7:34 PM
WL-03116853 Labor Open 2 $220.00 Feb 23, 7:34 PM
WL-03116854 Travel Open 20 $110.00 Feb 23, 7:34 PM

Details