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WO-01339818 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Carrollton West Pet Hospital — 3729 Old Denton Rd, CARROLLTON TX, 75007

Jan 26, 2026 → Mar 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 30, 2026
✗ SLA Missed (9 biz days late)
Active: 13 biz days
Paused: 11 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 26 → Jan 27, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 3, 2026
4 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
⏸10d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 18, 2026
10 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 18 → Feb 23, 2026
3 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 9 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 2, 2026
4 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 13 of 4 biz days used
Created: Jan 26, 2026 Completed: Mar 2, 2026
Business Days Used 13 / 4
0 4d budget +9d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0 / 4
Jan 26 → Jan 26 Ready for Scheduling ▶ Running 0 0 / 4
Jan 26 → Jan 26 Assigned ▶ Running 0 0 / 4
Jan 26 → Jan 27 Awaiting Parts - Customer ⏸ Paused 1 —
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 0 / 4
Jan 27 → Jan 28 Assigned ▶ Running 1 1 / 4
Jan 28 → Feb 3 Scheduled ▶ Running 4 5 / 4
Feb 3 → Feb 3 Tech On Site ▶ Running 0 5 / 4
Feb 3 → Feb 3 Completed ▶ Running 0 5 / 4
Feb 3 → Feb 3 Incomplete ▶ Running 0 5 / 4
Feb 3 → Feb 18 Awaiting Parts ⏸ Paused 10 —
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 5 / 4
Feb 18 → Feb 23 Assigned ▶ Running 3 8 / 4
Feb 23 → Feb 23 L2 Screening ▶ Running 0 8 / 4
Feb 23 → Feb 23 Entered ▶ Running 0 8 / 4
Feb 23 → Feb 24 Assigned ▶ Running 1 9 / 4
Feb 24 → Mar 2 Scheduled ▶ Running 4 13 / 4
Mar 2 → Mar 2 Tech On Site ▶ Running 0 13 / 4
Dispatch 0.0d
Material Management 12.4d
Coordinators 17.3d
Field Work 1.0d
Incomplete 0.0d (excluded)
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
12.4 days
Over SLA
Coordinators
17.3 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
0.0 days
Billing
1.3 days
Over SLA
Created: Jan 26, 2026 Due: Feb 26, 2026 Completed: Mar 2, 2026 (3 days late)
📅
24.8 days Total Age
⏱️
10.7d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
20.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 3, 2026
Visit 2 Mar 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562018
Repair
Closed
Travel Zone 1 PROBLEM SUMMARY WD 074a-083c ADDITIONAL NOTES When setting up service, ask the receptionist to find Ross. He does not want to play phone tag or have any messages left for him. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Ross Barnes
Owner
Shelby Robinson
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339818 (current) Invoiced
Repair • Zachary Stieben
Created: Jan 26, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 10.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 20.8 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.7d
Assigned
7.2d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Incomplete
0.0d
Awaiting Parts
10.7d / 3.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/24 KKelch logged VM from Ross stating to just come as soon as we can, added for next available date and time

2/23 KKelch called Ross to schedule for 2/25 between 2 and 3 pm. Left VM

2/19/26 CDempsey- parts delivered today.

2/18 KKelch waiting for tracking to update prior to scheduling

2/18/26 lcoonrod

Your shipment 1ZE444250170037206 Latest Update Estimated delivery date will be available when UPS receives the package. Order No: 756275 Customer PO No: SR1526252 Customer: Midmark No Charge Service Request NO: 1526252 Ship To Name: Carrollton West Pet Hospital Ship To Address: 3729 Old Denton Rd Ship To City/State: CARROLLTON, TX 75007 Waybill (Tracking #): 1ZE444250170037206 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 18-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10904-01 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 240V


1/28 KKelch called Ross to schedule for 2/3 between 12 and 2 pm. Customer confirmed. 

1/27 KKelch waiting for UPS tracking to update prior to scheduling

1/27/2026jsells

Ship To Name: Carrollton West Pet Hospital Ship To Address: 3729 Old Denton Rd Ship To City/State: CARROLLTON, TX 75007 Waybill (Tracking #): 1ZE444250370645046 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


01/26/2026 SRobinson- Called Ross Barnes, 19724921828. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
3/2/26 ZStieben. Installed new air valve assembly. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
On the M11, I arrived and found that the door and dam gasket were worped and causing a steam leak from the door. I then replaced the door and dam gasket. I then started a cycle and found that the unit was struggling to reach PSI. I removed the side cover and found water and steam coming out of the condenser coil. I found that the air valve was stuck and not allowing the unit to build pressure. I ordered the parts. 3/2/2026 Zachary Stieben arrived on site to complete repair. Located M-11 and parts to complete repair.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD 074a-083c ADDITIONAL NOTES When setting up service, ask the receptionist to find Ross. He does not want to play phone tag or have any messages left for him. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Jan 26, 8:02 AM
Case Number: 00562018
Subject: Repair
Status: Closed
📋
Work Order Created Jan 26, 12:46 PM
Work Order: WO-01339818
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Jan 26, 12:52 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Status: Assigned Jan 26, 1:32 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
▶
3 Status: Ready for Scheduling Jan 27, 12:11 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HXpFGQA1, Zachary Stieben
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
👷
▶
3 Technician Assigned Jan 28, 9:40 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 21h 30m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-03T18:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Christopher Womack Feb 3, 11:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
⏱️
▶
2 3x Labor Added Feb 3, 1:10 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 2h 9m, 0m
📦
▶
2 Parts Requested Feb 3, 1:15 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Christopher Womack
From: Incomplete
To: Awaiting Parts
Duration in Previous: 2m
🚨 11.0 business days
📅
▶
3 Status: Ready for Scheduling Feb 18, 4:18 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
⏳ 2.0 business days
🔩
2x Parts Added Feb 19, 5:25 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.8 business days
🔍
▶
2 Status: L2 Screening Feb 23, 9:43 AM
Status: L2 Screening → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
▶
2 Dispatch Scheduled Feb 24, 9:34 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 23h 50m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 2, 12:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 2h
🚗
▶
2 Travel Added Mar 2, 1:03 PM
Travel Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667
⏱️
▶
2 Labor Added Mar 2, 1:40 PM
Labor Added → Status: Completed
✔️
Status: Completed by Zachary Stieben
From: Tech On Site
To: Completed
Duration in Previous: 1h 25m
🏁
Status: Closed by Zachary Stieben Mar 2, 6:13 PM
From: Completed
To: Closed
Duration in Previous: 4h 32m
⏳ 2.7 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 4, 4:50 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
📨
Status: Invoice Pending by Nancy Suarez Mar 5, 3:06 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 22h 15m, 0m
🚨 87.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255702

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Awaiting Parts
Duration: 10.7 business days (threshold: 3.0 business days)
Exceeded by 7.7 business days
Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00562018
Closed
📦
Parts Order 00089585
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Mar 2, 2:00 PM
Created
Jan 26, 12:46 PM
Invoice #
SM-255702

Work Details (8)

Name Type Status Qty Amount Date
WL-03089443 Labor Open 1.5 $0.00 Feb 3, 1:10 PM
WL-03089444 Labor Open 2 $220.00 Feb 3, 1:10 PM
WL-03089445 Travel Open 52 $110.00 Feb 3, 1:10 PM
WL-03112620 Parts Open 1 $0.00 Feb 19, 5:25 PM
WL-03112621 Expenses Open 1 $0.00 Feb 19, 5:25 PM
WL-03126163 Travel Open 30 $110.00 Mar 2, 1:03 PM
WL-03126168 Labor Open 0.66666666666667 $0.00 Mar 2, 1:06 PM
WL-03126236 Labor Open 1.5 $165.00 Mar 2, 1:40 PM

Details