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WO-01341002 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 TX-Austin — 801 West 38th Street, Suite 100, Austin TX, 78705

Jan 30, 2026 → Mar 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (19 biz days late)
Active: 22 biz days
Paused: 10 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Feb 10, 2026
7 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
12d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 28, 2026
12 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 28 → Feb 28, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 28 → Mar 3, 2026
2 business days (counted)
Running total: 14 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 3 → Mar 6, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 6 → Mar 9, 2026
1 business day (counted)
Running total: 15 of 3 biz days used
7d
▶ Clock Running
Status: Scheduled
Mar 9 → Mar 18, 2026
7 business days (counted)
Running total: 22 of 3 biz days used
Created: Jan 30, 2026 Completed: Mar 18, 2026
Business Days Used 22 / 3
0 3d budget +19d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 3
Jan 30 → Feb 10 Awaiting Parts ⏸ Paused 7 —
Feb 10 → Feb 10 Reschedule ▶ Running 0 0 / 3
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 3
Feb 10 → Feb 28 Scheduled ▶ Running 12 12 / 3
Feb 28 → Feb 28 Incomplete ▶ Running 0 12 / 3
Feb 28 → Mar 3 Completed ▶ Running 2 14 / 3
Mar 3 → Mar 6 Awaiting Parts ⏸ Paused 3 —
Mar 6 → Mar 9 Reschedule ▶ Running 1 15 / 3
Mar 9 → Mar 18 Scheduled ▶ Running 7 22 / 3
Dispatch 0.0d
Material Management 11.8d
Coordinators 10.1d
Field Work 12.8d
Incomplete 2.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
11.8 days
Over SLA
Coordinators
10.1 days
Over SLA
Field Work
12.8 days
Over SLA
Incomplete (excluded from total)
2.0 days
Billing
0.0 days
Created: Jan 30, 2026 Due: Mar 12, 2026 Completed: Mar 18, 2026 (5 days late)
📅
32.8 days Total Age
⏱️
12.8d in Completed Longest Stage
🔄
11 transitions Status Changes
⚠️
25.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Feb 27, 2026
Visit 2 Mar 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563558
TX-Austin Autoclave Repair Request
Closed
Midmark M11 Asset ID:   12925514 Serial no.:   V1676651 Problem Type:   There is a piece that broke. Wont close door springs are broken
Priority
Standard
Origin
Email
Reason
New Case
Contact
MER TEAM
Owner
Virtual Tech
Created
Jan 29, 2026
Work Orders from this Case (1)
WO-01341002 (current) Invoiced
Virtual Tech - Field Repair • Anthony Wirth
Created: Jan 30, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 12.8 days stuck in "Completed"
⏱️
Total Delay 25.6 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
Awaiting Parts
11.8d / 3.0d SLA
Reschedule
1.7d / 2.0d SLA
Assigned
0.5d / 0.5d SLA
Completed
12.8d / 1.0d SLA
Incomplete
2.0d
Scheduled
8.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel for 2/27/26 billed on WO 1338469

3/9 KKelch scheduled per logged email from Jeremy

3/9 KKelch sent Jeremy an email for scheduling

3/6/26 SReich

Your shipment

1ZE444250372010683

Estimated delivery

Monday, March 09, between 9:00 A.M. - 1:00 P.M. 

Order No: 759221 Customer PO No: PO016560 Customer: EMSAR Inc Ship To Name: EMSAR Ship To Address: 801 West 38th Street SUITE 100 Ship To City/State: Austin, TX 78705 Waybill (Tracking #): 1ZE444250372010683 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-MAR-2026 LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT LINE NO: 2.1 QTY: 4 ITEM: 040-0008-116 SERIAL #: DESCRIPTION: SCR PNH 0.164-16 X 0.750 PHLPS HD PLASTIC FORMING SS LINE NO: 3.1 QTY: 1 ITEM: 002-0781-00 SERIAL #: DESCRIPTION: M11 ULTRACLAVE DOOR COVER-MID LINE NO: 4.1 QTY: 1 ITEM: 002-1244-02 SERIAL #: DESCRIPTION: KIT, STEAMBLOCK W/FASTENERS, M11



2/10 KKelch customer asked for scheduling on 2/27 between 3 and 4 pm. Scheduled per logged email

2/10 KKelch sent Jeremy an email for scheduling

2/2/26 lcoornod

Tracking Number 1ZE444250345020857

Your shipment

1ZE444250345020857

Estimated delivery

Wednesday, February 04, between 10:15 A.M. - 2:15 P.M.

Tracking Number:Ship To:Sono Bello Austin
801 West 38th Street
Austin, TX 78705
USUPS Service:UPS GROUNDPackage Weight:0.1 LBSMerchandise Description:Medical Service PartsReference Number 1:21079448 / 752521
Reference Number 2:PO016059
Reference Number 3:200.100.10.1080.0000.402000.00000.0


2/2/26 lcoonrod

Your shipment

1ZE444250345020857

Estimated delivery

Tomorrow, February 03, between 10:15 A.M. - 2:15 P.M. 



1/30/2026jsells










Ship To Name: Sono Bello Austin Ship To Address: 801 West 38th Street Ship To City/State: Austin, TX 78705 Waybill (Tracking #): 1ZE444250345020857 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-JAN-2026 LINE NO: 1.1 QTY: 2 ITEM: 050-2347-00 SERIAL #: DESCRIPTION: DOOR SPRING LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT
🔧 Work Performed
2/27/26 Upon arriving on site, I inspected the unit to determine why the door spring had detached. While the customer provided the original springs, my evaluation revealed that the mounting bolt was missing and the integral screw boss on the door cover had sheared off. Because the door cover is a single-piece assembly, the broken internal housing cannot be repaired independently; therefore, a complete replacement of the M11 Door Cover Kit (Part #002-0781-00) is required to restore proper spring tension and door functionality. 3/12/2026 AW Arrived on site and replaced the broken parts, functional checked the unit and placed it back in to active service.
🔍 Technician Findings
Door cover will need to be replaced.
⚠️ Problem Description
Midmark M11 Asset ID:   12925514 Serial no.:   V1676651 Problem Type:   There is a piece that broke. Wont close door springs are broken https://www.ebiotrack.com/workorder.php?wo=71275

Timeline

📞
Case Linked Jan 29, 3:50 PM
Case Number: 00563558
Subject: TX-Austin Autoclave Repair Request
Status: Closed
📋
▶
3 Work Order Created Jan 30, 12:18 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089372
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 8.0 business days
🔩
▶
2 2x Parts Added Feb 10, 8:21 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 10d 20h
👷
▶
2 Technician Assigned Feb 10, 9:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 41m
🗓️
▶
2 Status: Scheduled Feb 10, 12:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-27T21:00:00.000+0000
🚨 13.0 business days
⏱️
3x Labor Added Feb 27, 8:39 PM
Type: Labor, Travel
Status: Open
Qty: 2, 0.5, 83
⚠️
Status: Incomplete by Anthony Wirth Feb 27, 8:46 PM
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 17d 8h, 0m
⏳ 2.4 business days
📦
▶
2 Parts Requested Mar 3, 10:54 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 3d 14h
⏳ 4.0 business days
🔩
▶
2 3x Parts Added Mar 6, 2:12 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 3h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Mar 9, 12:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-12T19:30:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 5x Labor Added Mar 12, 8:47 PM
5x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 4.4 business days
✔️
Status: Completed by Anthony Wirth Mar 18, 11:13 AM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 23h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 20, 10:42 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Billing Review, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🚨 30.0 business days
🧾
Invoice Created Apr 30, 11:00 PM
Invoice Number: SM-257135

Bottlenecks

Awaiting Parts
Duration: 7.8 business days (threshold: 3.0 business days)
Exceeded by 4.8 business days
Completed
Duration: 12.8 business days (threshold: 1.0 business days)
Exceeded by 11.8 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00563558
Closed
📦
Parts Order 00089372
Closed
📦
Parts Order 00091397
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Anthony Wirth
Scheduled
Mar 12, 3:30 PM
Created
Jan 30, 12:18 PM
Invoice #
SM-257135

Work Details (14)

Name Type Status Qty Amount Date
WL-03098790 Parts Open 2 $22.96 Feb 10, 8:21 AM
WL-03098791 Expenses Open 1 $20.42 Feb 10, 8:21 AM
WL-03124298 Labor Open 2 $0.00 Feb 27, 8:39 PM
WL-03124299 Labor Open 0.5 $59.50 Feb 27, 8:39 PM
WL-03124300 Travel Open 83 - Feb 27, 8:39 PM
WL-03133691 Parts Open 1 $540.00 Mar 6, 2:12 PM
WL-03133692 Parts Open 1 $81.68 Mar 6, 2:12 PM
WL-03133694 Expenses Open 1 $30.91 Mar 6, 2:12 PM
WL-03142350 Labor Open 4.5 $357.00 Mar 12, 8:47 PM
WL-03142351 Labor Open 0.5 $59.50 Mar 12, 8:47 PM
WL-03142352 Labor Open 3.5 $0.00 Mar 12, 8:47 PM
WL-03142353 Travel Open 202 - Mar 12, 8:47 PM
WL-03142354 Travel Open 105 - Mar 12, 8:47 PM
WL-03142365 Expenses Open 1 $0.00 Mar 12, 8:51 PM

Details