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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339557 ↗ ServiceMax

MIDMARK • Repair • P4

📍 New England Breathe Free Sinus & Allergy Centers — 1822 N Main St, Fall River, MA, 02720-1348

Jan 23, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 29, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Feb 16, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Jan 23 → Jan 27, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 27 → Jan 30, 2026
3 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 2, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 2 → Feb 4, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 9, 2026
2 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 10 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 10 → Feb 11, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 12 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
Created: Jan 23, 2026 Invoiced: Feb 16, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Jan 23 → Jan 23 Created ▶ Running 0 0 / 4
Jan 23 → Jan 23 Ready for Scheduling ▶ Running 0 0 / 4
Jan 23 → Jan 27 Assigned ▶ Running 2 2 / 4
Jan 27 → Jan 30 Scheduled ▶ Running 3 5 / 4
Jan 30 → Jan 30 Tech On Site ▶ Running 0 5 / 4
Jan 30 → Feb 2 Scheduled ▶ Running 1 6 / 4
Feb 2 → Feb 2 Tech On Site ▶ Running 0 6 / 4
Feb 2 → Feb 4 Awaiting Parts ⏸ Paused 2 —
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 6 / 4
Feb 4 → Feb 5 Assigned ▶ Running 1 7 / 4
Feb 5 → Feb 9 Scheduled ▶ Running 2 9 / 4
Feb 9 → Feb 9 Tech On Site ▶ Running 0 9 / 4
Feb 9 → Feb 9 Completed ▶ Running 0 9 / 4
Feb 9 → Feb 10 Incomplete ▶ Running 1 10 / 4
Feb 10 → Feb 11 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 10 / 4
Feb 11 → Feb 13 Assigned ▶ Running 2 12 / 4
Feb 13 → Feb 16 Scheduled ▶ Running 0 12 / 4
Dispatch 0.0d
Material Management 3.5d
Coordinators 17.1d
Field Work 1.5d
Incomplete 1.5d (excluded)
Billing 2.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.5 days
Coordinators
17.1 days
Over SLA
Field Work
1.5 days
Incomplete (excluded from total)
1.5 days
Billing
2.4 days
Over SLA
Created: Jan 23, 2026 Due: Feb 18, 2026 Completed: Feb 16, 2026 (2 days early)
📅
15.9 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
22 transitions Status Changes
⚠️
12.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Paul Bonang Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 30, 2026
Visit 2 Feb 2, 2026
Visit 3 Feb 9, 2026
Visit 4 Feb 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561114
Repair
Closed
Zone 1 ispatch Type Repair Email kimberly@newenglandbreathefree.com PROBLEM SUMMARY WD Low Pressure ADDITIONAL NOTES Ste 104. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Kim Griffin
Owner
Kimberly Hardison
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339557 (current) Invoiced
Repair • Paul Bonang Jr
Created: Jan 23, 2026 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 12.0 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
0.4d / 1.0d SLA
Assigned
7.6d / 0.5d SLA
Scheduled
9.1d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Awaiting Parts
2.5d / 3.0d SLA
Incomplete
1.5d
Awaiting Parts - Customer
1.0d
Closed
4.2d / 1.0d SLA
WO Correction Needed
0.7d
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/13 KSmith -- Scheduled for Monday with Kim. 8-10am

2/12 KSmith -- Sent email to schedule for Monday

02/11/2026 EMartin

The status of your package has changed.


Exception Reason: We've corrected the apartment number, and the package is on its way to the updated address.

Exception Resolution: The address was corrected.

2/11/2026jsells

Ship To Name: New England Breathe Free Sinus & Allergy Centers Ship To Address: 1822 N Main St Ship To City/State: Fall River, MA 02720-1348 Waybill (Tracking #): 1ZE444250370518764 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 10-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V LINE NO: 3.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY LINE NO: 5.1 QTY: 2 ITEM: S006-00909 SERIAL #: 1ZE444259043867480, 1ZE444259073185142 DESCRIPTION: ARS LABEL, ST RT 47 WEST


2/10 KWeiss, Moving w/o to awaiting parts-customer. W/O is a Midmark dispatch, nothing for L2 to quote or order.

2/5 KSmith -- Scheduled for 2/9 with Kimberly. 1-3pm

2/5 KSmith -- Sent email to schedule for Monday

2/4/26 SReich

Your shipment

1ZE444250370254674

Estimated delivery

Friday, February 06, between 10:30 A.M. - 12:30 P.M. 


2/4/2026jsells

Ship To Name: New England Breathe Free Sinus & Allergy Centers Ship To Address: 1822 N Main St Ship To City/State: Fall River, MA 02720-1348 Waybill (Tracking #): 1ZE444250370254674 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 03-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: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259075102843 DESCRIPTION: ARS LABEL, ST RT 47 WEST


1/27 KSmith -- Scheduled for Friday with Kimberly. 11am-1pm

01/26/2026 SRobinson- Due date updated to match tracking. Arrival 01/28. 1ZE444250371265151 1/26 KSmith -- Sent email to schedule for 1/30 1/23 KHardison - Spoke to Kim regarding WO.  Advised that a coordinator will call for scheduling. Ship To Address: 1822 N Main St Ship To City/State: Fall River, MA 02720-1348 Waybill (Tracking #): 1ZE444250371265151 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10880-00 SERIAL #: DESCRIPTION: M11-05X DOOR & DAM GASKET KIT
🔧 Work Performed
1/30PBonang: Replaced door seal and performed test cycle, during that cycle I noticed unit not building adequate pressure. I then removed side cover and noticed steam in reservoir. It was getting late in the day and unit was hot. I advised customer I would come back first thing next business day to remove fill vent valve and clean. 2/2 Pbonang: Removed fill/ vent manifold, cleaned and reinstalled. Was able to complete an unwrapped cycle successfully. Left and went to next job and customer called and said it would not build pressure again. Went back in the afternoon and noticed a steam leak in the reservoir again. Called to ask for new fill/vent valve assembly from Midmark. 2/9 PBonang: Returned and replaced fill / vent valve assembly sent from Midmark. Ran unwrapped test cycle and noticed unit would still not build pressure. Spoke to MM tech support and they believe its possibly the air vent valve or pc board. 2/16 PBonang: Replaced air valve assembly and test ran unit. Unit operates correctly and was able to complete unwrapped test cycle successfully.
🔍 Technician Findings
Customer advised of excessive steam from door.
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email kimberly@newenglandbreathefree.com PROBLEM SUMMARY WD Low Pressure ADDITIONAL NOTES Ste 104. 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, 4:36 PM
Case Number: 00561114
Subject: Repair
Status: Closed
⏳ 2.9 business days
📋
▶
2 Work Order Created Jan 23, 12:10 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Jan 23, 1:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 35m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 10:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-30T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Paul Bonang Jan 30, 2:43 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 4h
⏱️
▶
3 5x Labor Added Jan 30, 5:48 PM
5x Labor Added → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Paul Bonang
From: Tech On Site
To: Scheduled
Duration in Previous: 3h 5m
📅
Dispatch Scheduled by Paul Bonang
Scheduled For: 2026-02-02T13:00:00.000+0000
⏳ 1.8 business days
🔧
Status: Tech On Site by Paul Bonang Feb 2, 7:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 14h
⏱️
2x Labor Added Feb 2, 2:57 PM
Type: Labor
Status: Open
Qty: 1, 1.5
⏱️
▶
3 4x Labor Added Feb 2, 3:15 PM
4x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089526
Status: Closed
📦
Status: Awaiting Parts by Paul Bonang
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 7h 18m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 4, 10:48 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 19h
👷
▶
2 Technician Assigned Feb 4, 11:27 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 38m
🗓️
▶
2 Status: Scheduled Feb 5, 11:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-09T16:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 5, 11:08 AM
Scheduled For: 2026-02-09T18:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Paul Bonang Feb 9, 1:20 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
✔️
▶
2 Status: Completed Feb 9, 2:57 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 54, 35
⏳ 2.0 business days
👤
Status: Awaiting Parts - Customer by Keith Weiss Feb 10, 6:46 PM
From: Incomplete
To: Awaiting Parts - Customer
Duration in Previous: 1d 3h
📅
Status: Ready for Scheduling by Jessica Sells Feb 11, 10:25 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 15h 39m
👷
▶
2 Technician Assigned Feb 11, 11:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 10:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-16T14:00:00.000+0000
⏳ 1.0 business days
⏱️
▶
2 3x Labor Added Feb 16, 1:11 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Paul Bonang
From: Scheduled
To: Closed
Duration in Previous: 3d 2h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 19, 11:26 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 22h
🏁
Status: Closed by Paul Bonang Feb 19, 5:11 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 5h 45m
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 1:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 3m
⏳ 2.0 business days
🔩
2x Parts Added Feb 23, 10:46 AM
Type: Parts
Status: Open
Qty: -1
📨
▶
2 Status: Invoice Pending Feb 23, 3:26 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 95.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254681

Bottlenecks

Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business hours

🔗 Related Artifacts

📞
Case 00561114
Closed
📦
Parts Order 00089526
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Paul Bonang Jr
Scheduled
Feb 16, 9:00 AM
Created
Jan 23, 12:10 PM
Invoice #
SM-254681

Work Details (21)

Name Type Status Qty Amount Date
WL-03085759 Labor Open 1 $0.00 Jan 30, 5:48 PM
WL-03085760 Labor Open 1.25 $137.50 Jan 30, 5:48 PM
WL-03085761 Labor Open 1.5 $0.00 Jan 30, 5:48 PM
WL-03085762 Travel Open 42 $110.00 Jan 30, 5:48 PM
WL-03085763 Travel Open 54 $0.00 Jan 30, 5:48 PM
WL-03088245 Labor Open 1 $0.00 Feb 2, 2:57 PM
WL-03088246 Labor Open 1.5 $165.00 Feb 2, 2:57 PM
WL-03088283 Labor Open 1.25 $137.50 Feb 2, 3:15 PM
WL-03088284 Labor Open 1 $0.00 Feb 2, 3:15 PM
WL-03088285 Travel Open 33 $110.00 Feb 2, 3:15 PM
WL-03088286 Travel Open 27 $0.00 Feb 2, 3:15 PM
WL-03097900 Labor Open 1 $0.00 Feb 9, 3:01 PM
WL-03097901 Labor Open 1 $110.00 Feb 9, 3:01 PM
WL-03097902 Labor Open 1 $0.00 Feb 9, 3:01 PM
WL-03097903 Travel Open 54 $110.00 Feb 9, 3:01 PM
WL-03097904 Travel Open 35 $0.00 Feb 9, 3:01 PM
WL-03107216 Labor Open 1 $0.00 Feb 16, 1:11 PM
WL-03107217 Labor Open 1.25 $137.50 Feb 16, 1:11 PM
WL-03107218 Travel Open 33 $110.00 Feb 16, 1:11 PM
WL-03116023 Parts Open -1 $0.00 Feb 23, 10:46 AM
WL-03116024 Parts Open -1 $0.00 Feb 23, 10:46 AM

Details