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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01341033 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Planned Parenthood — 2207 Peters Creek Rd, Roanoke VA, 24017

Jan 30, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 5, 2026
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 30 → Jan 30, 2026
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Feb 2, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 5, 2026
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 9, 2026
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Closed
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 11, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 10 of 4 biz days used
Created: Jan 30, 2026 Completed: Feb 17, 2026
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 4
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 4
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 4
Jan 30 → Jan 30 Awaiting Parts - Customer ⏸ Paused 0 —
Jan 30 → Feb 2 Ready for Scheduling ▶ Running 1 1 / 4
Feb 2 → Feb 2 Assigned ▶ Running 0 1 / 4
Feb 2 → Feb 3 Scheduled ▶ Running 1 2 / 4
Feb 3 → Feb 3 Completed ▶ Running 0 2 / 4
Feb 3 → Feb 4 Incomplete ▶ Running 1 3 / 4
Feb 4 → Feb 5 Awaiting Parts ⏸ Paused 1 —
Feb 5 → Feb 9 Ready for Scheduling ▶ Running 2 5 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 5 / 4
Feb 9 → Feb 11 Scheduled ▶ Running 2 7 / 4
Feb 11 → Feb 11 Completed ▶ Running 0 7 / 4
Feb 11 → Feb 11 Closed ▶ Running 0 7 / 4
Feb 11 → Feb 11 Incomplete ▶ Running 0 7 / 4
Feb 11 → Feb 11 Awaiting Parts ⏸ Paused 0 —
Feb 11 → Feb 12 Ready for Scheduling ▶ Running 1 8 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 8 / 4
Feb 12 → Feb 17 Scheduled ▶ Running 2 10 / 4
Dispatch 0.0d
Material Management 3.2d
Coordinators 11.4d
Incomplete 0.6d (excluded)
Billing 1.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.2 days
Coordinators
11.4 days
Over SLA
Incomplete (excluded from total)
0.6 days
Billing
1.7 days
Over SLA
Created: Jan 30, 2026 Due: Feb 18, 2026 Completed: Feb 17, 2026 (1 days early)
📅
11.0 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
19 transitions Status Changes
⚠️
5.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
Visit 1 Feb 3, 2026
Visit 2 Feb 10, 2026
Visit 3 Feb 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563898
Repair
Closed
Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD Door open error 0751-4468 2 serials same error ADDITIONAL NOTES Parts shipping via UPS Next Day Air. Please schedule service ASAP. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
Roger Huffman
Owner
Kimberly Hardison
Created
Jan 30, 2026
Work Orders from this Case (2)
WO-01341033 (current) Invoiced
Repair • Todd Fogiel
Created: Jan 30, 2026 • Closed: Feb 16, 2026
WO-01341037 Invoiced
Repair • Todd Fogiel
Created: Jan 30, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 195 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 5.0 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
5.4d / 1.0d SLA
Awaiting Parts - Customer
0.2d
Assigned
0.2d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Incomplete
0.6d
Awaiting Parts
3.0d / 3.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/12 MOwens Called and spoke to Roger Huffman. Told me about the parts that delivered this morning to the location. Scheduled the return visit for Mon. 2/16 with arrival between 10-11am.

2/11/2026jsells

Ship To Name: Planned Parenthood Ship To Address: 2207 Peters Creek Rd NW Ship To City/State: Roanoke, VA 24017-1618 Waybill (Tracking #): 1ZE444250172734173 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 11-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10899-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR SWITCH AND HARNESS LINE NO: 2.1 QTY: 1 ITEM: 002-10899-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR SWITCH AND HARNESS


2/9 MOwens Called and spoke to Roger Huffman. Scheduled the repair visit for 2/10 with arrival between 1-2pm.


02/05/2026 EMartin

Order No: 753106


Customer PO No: SR1528962


Customer: Midmark No Charge


Service Request NO: 1528962


  


Ship To Name: Planned Parenthood


Ship To Address: 2207 Peters Creek Rd NW    


Ship To City/State: Roanoke, VA 24017-1618


Waybill (Tracking #): 1ZE444250172709549


Carrier: UPS-Air-Next Day Air


  


The following items have shipped from Midmark Corporation on: 04-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-11173-00 SERIAL #: DESCRIPTION: KIT, M11-05X REVISED DOOR LATCH


LINE NO: 2.1 QTY: 1 ITEM: 002-10896-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR MOTOR ASSY


LINE NO: 3.1 QTY: 1 ITEM: 002-11173-00 SERIAL #: DESCRIPTION: KIT, M11-05X REVISED DOOR LATCH


LINE NO: 4.1 QTY: 1 ITEM: 002-10896-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR MOTOR ASSY

2/2/26 SReich

Your shipment

1ZE444250147481136

1 of 2 Piece Shipment

Scheduled Delivery

Tomorrow, February 03 by 10:30 A.M.

We tried to deliver to the business, but it was closed. A second attempt will be made the next business day.


2/2/26 SReich

Your shipment

1ZE444250146119744

1 of 2 Piece Shipment

Scheduled Delivery

Tomorrow, February 03 by 10:30 A.M.

We tried to deliver to the business, but it was closed. A second attempt will be made the next business day.


2/2 MOwens Called and spoke to Roger Huffman. Told him to watch for the parts delivering today by UPS. Scheduled the visit for Tomorrow 2/3 with arrival closer to 11am.


Monday, February 2, 2026 by 10:30 AM

In Transit

ups package #1ZE444250147481136

1/30/2026jsells

Ship To Name: Planned Parenthood Ship To Address: 2207 Peters Creek Rd NW Ship To City/State: Roanoke, VA 24017-1618 Waybill (Tracking #): 1ZE444250147481136 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 30-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY LINE NO: 2.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY LINE NO: 3.1 QTY: 1 ITEM: 002-10874-00 SERIAL #: DESCRIPTION: KIT, M11-05X DOOR COVER AND HANDLE


1/30 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
2/3/26: door dry position error. New main pc board installed. Issue persists. I stated to tech support that the position sensor moves and was Hung up on edge of door bracket. Tech support informed me no adjustment can be made. Parts ordered. 2/10/26 Door latch assembly replaced Door motor assembly replaced Unit cycle tested- failed Parts ordered Escalated- root cause could be a design issue. Door dry position sensor has too much play 2/16/26 New door sensor installed Unit cycle tested
🔍 Technician Findings
Unit located Door dry position error 2/10/26 Door dry position error Parts located
⚠️ Problem Description
Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD Door open error 0751-4468 2 serials same error ADDITIONAL NOTES Parts shipping via UPS Next Day Air. Please schedule service ASAP. 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 30, 1:28 PM
Case Number: 00563898
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 30, 1:57 PM
Work Order Created → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison Jan 30, 2:09 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 12m
👷
▶
2 Technician Assigned Jan 30, 3:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 40m
📅
Status: Ready for Scheduling by Jessica Sells Jan 30, 5:10 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1h 20m
⏳ 1.9 business days
👷
▶
2 Technician Assigned Feb 2, 9:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 16h
📅
▶
2 Dispatch Scheduled Feb 2, 10:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 26m
⏳ 2.0 business days
🔩
2x Parts Added Feb 3, 11:54 AM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 3x Labor Added Feb 3, 6:01 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 1d 7h, 0m
📦
▶
2 Parts Requested Feb 3, 10:27 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Matthew Bateman
From: Incomplete
To: Awaiting Parts
Duration in Previous: 4h 25m
⏳ 2.2 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 5, 1:36 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 15h
⏳ 3.0 business days
👷
▶
2 Status: Assigned Feb 9, 9:47 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Todd Fogiel
📅
▶
2 Dispatch Scheduled Feb 9, 10:11 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 23m
⏳ 2.0 business days
🔩
Parts Added Feb 10, 2:07 PM
Type: Parts
Status: Open
Qty: 1
⏱️
4x Labor Added Feb 10, 7:21 PM
Type: Labor, Travel
Status: Open
Qty: 1, 115, 3, 180
✔️
▶
3 Status: Completed Feb 10, 8:03 PM
Status: Completed → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090104
Status: Closed
📦
Status: Awaiting Parts by Todd Fogiel
From: Incomplete
To: Awaiting Parts
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Jessica Sells Feb 11, 4:47 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20h 42m
👷
▶
2 Technician Assigned Feb 12, 3:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 37m
🗓️
▶
2 Status: Scheduled Feb 12, 3:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-16T15:00:00.000+0000
⏳ 2.0 business days
🔩
4x Parts Added Feb 16, 9:35 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏱️
▶
2 3x Labor Added Feb 16, 9:44 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 5h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 19, 1:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
📨
▶
2 Status: Invoice Pending Feb 20, 1:01 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 96.0 business days
🧾
Invoice Created Jul 8, 5:02 PM
Invoice Number: SM-254604

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business hours
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00563898
Closed
📦
Parts Order 00089638
Closed
📦
Parts Order 00090104
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Feb 16, 10:00 AM
Created
Jan 30, 1:57 PM
Invoice #
SM-254604

Work Details (18)

Name Type Status Qty Amount Date
WL-03085218 Parts Open 1 $0.00 Jan 30, 1:57 PM
WL-03089327 Parts Open 1 $0.00 Feb 3, 11:54 AM
WL-03089328 Parts Open 1 $0.00 Feb 3, 11:54 AM
WL-03090020 Labor Open 1.5 $165.00 Feb 3, 6:01 PM
WL-03090021 Travel Open 115 $230.00 Feb 3, 6:01 PM
WL-03090022 Labor Open 2.5 $0.00 Feb 3, 6:01 PM
WL-03099297 Parts Open 1 $0.00 Feb 10, 2:07 PM
WL-03100071 Labor Open 1 $110.00 Feb 10, 7:21 PM
WL-03100069 Travel Open 115 $0.00 Feb 10, 7:21 PM
WL-03100070 Labor Open 3 $0.00 Feb 10, 7:21 PM
WL-03100072 Travel Open 180 $230.00 Feb 10, 7:21 PM
WL-03108119 Parts Open 1 $0.00 Feb 16, 9:35 PM
WL-03108120 Expenses Open 1 $0.00 Feb 16, 9:35 PM
WL-03108121 Parts Open 1 $0.00 Feb 16, 9:35 PM
WL-03108122 Expenses Open 1 $0.00 Feb 16, 9:35 PM
WL-03108132 Labor Open 2.25 $0.00 Feb 16, 9:44 PM
WL-03108133 Travel Open 115 $0.00 Feb 16, 9:44 PM
WL-03108131 Labor Open 1 $110.00 Feb 16, 9:44 PM

Details