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WO-01349186 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Christopher McDonald — 7857 Ponce Ave, WEST HILLS CA, 91304

Feb 2, 2026 → Feb 24, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 6, 2026
✗ SLA Missed (10 biz days late)
Active: 14 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Feb 24, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 3 → Feb 4, 2026
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 6, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 19, 2026
8 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 14 of 4 biz days used
Created: Feb 2, 2026 Tech Off Site: Feb 24, 2026
Business Days Used 14 / 4
0 4d budget +10d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 2 → Feb 2 Created ▶ Running 0 0 / 4
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 1 / 4
Feb 3 → Feb 3 Assigned ▶ Running 0 1 / 4
Feb 3 → Feb 4 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 4 → Feb 6 Ready for Scheduling ▶ Running 2 3 / 4
Feb 6 → Feb 6 Entered ▶ Running 0 3 / 4
Feb 6 → Feb 6 Assigned ▶ Running 0 3 / 4
Feb 6 → Feb 6 Scheduled ▶ Running 0 3 / 4
Feb 6 → Feb 6 Entered ▶ Running 0 3 / 4
Feb 6 → Feb 19 Ready for Scheduling ▶ Running 8 11 / 4
Feb 19 → Feb 19 Assigned ▶ Running 0 11 / 4
Feb 19 → Feb 23 Scheduled ▶ Running 2 13 / 4
Feb 23 → Feb 24 Tech On Site ▶ Running 1 14 / 4
Dispatch 0.0d
Material Management 1.7d
Coordinators 16.4d
Field Work 1.8d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Coordinators
16.4 days
Over SLA
Field Work
1.8 days
Over SLA
Billing
2.0 days
Over SLA
Created: Feb 2, 2026 Due: Feb 12, 2026 Completed: Feb 24, 2026 (11 days late)
📅
15.5 days Total Age
⏱️
8.5d in Ready for Scheduling Longest Stage
🔄
16 transitions Status Changes
⚠️
13.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564230
Repair
Closed
Zone 1 WD leaking steam at upper LH side Sterilizer has a leak coming from the left side of the sterilizer. Need to remove the side covers. Verify installation of the door gasket. Run a cycle and observe for leaks. Tighten fittings if needed. Replace air valve and door gasket. Any questions, please call 844-856-1231.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Alicia Gamora
Owner
Jessica Sells
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349186 (current) Invoiced
Repair • Kwame Cobb
Created: Feb 2, 2026 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 8.5 days stuck in "Ready for Scheduling"
⏱️
Total Delay 13.0 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
13.0d / 1.0d SLA
Awaiting Parts - Customer
1.7d
Assigned
0.5d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
WO Correction Needed
0.5d
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-19 Mburris CB from POC Chris to set for 2-23 10am 

2/19 KHardison - Updated POC to Chris Mcdonald, per Midmark.

2-19 Mburris called and LM for POC Chris Mcdonald @ 951-741-7193


2-19 Mburris email from Midmark with correct contact information.....Chris Mcdonald reported they have not been contacted for service. Midmark shipped part(s) on Sales Order 752658 via UPS Ground – tracking 1ZE444250370412814. According to tracking, order was delivered on 2/7/26. 

 

Please contact Chris Mcdonald @ 951-741-7193 to schedule a service appointment. Once the appointment has been scheduled, please reply to this email with the service date.

2/18/26 RBerry- Sent teams message to ASC asking if Midmark has responded.


2-11 Mburris called and still going to a Midmark employee 

2-6 Mburris email sent to Midmark....SR 1526640 / WO-01349186

 

Under site’s name it’s showing Christopher McDonald and number and name on contact info goes to Andrew Lammers a Midmark employee.

 

Please advise if this is correct WO and information  


2/4/26 SReich

Your shipment

1ZE444250370412814

Estimated delivery

Friday, February 06, between 2:45 P.M. - 6:45 P.M.


2/4/26 lcoonrod

Your shipment 1ZE444250370412814 Estimated delivery Friday, February 06, between 2:45 P.M. - 6:45 P.M.  Order No: 752658 Customer PO No: SR1526640 Customer: Midmark No Charge Service Request NO: 1526640 Ship To Name: Christopher McDonald Ship To Address: 7857 Ponce Ave Ship To City/State: WEST HILLS, CA 91304 Waybill (Tracking #): 1ZE444250370412814 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 03-FEB-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: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V
🔧 Work Performed
Replaced air valve gasket.
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
Zone 1 WD leaking steam at upper LH side Sterilizer has a leak coming from the left side of the sterilizer. Need to remove the side covers. Verify installation of the door gasket. Run a cycle and observe for leaks. Tighten fittings if needed. Replace air valve and door gasket. Any questions, please call 844-856-1231.
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 2, 8:27 AM
Case Number: 00564230
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 2, 3:19 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 3, 1:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 22h 13m, 0m
📅
Status: Ready for Scheduling by Leona Coonrod Feb 4, 9:51 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 20h 16m
⏳ 3.0 business days
🆕
▶
2 Status: Entered Feb 6, 12:47 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
🗓️
▶
2 Status: Scheduled Feb 6, 2:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-10T16:00:00.000+0000
📅
Status: Ready for Scheduling by Jessica Sells Feb 6, 2:50 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Feb 19, 9:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12d 18h
📅
▶
2 Dispatch Scheduled Feb 19, 12:02 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2h 19m
⏳ 3.0 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 23, 1:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
🚗
▶
2 Status: Tech Off Site Feb 24, 9:54 AM
Status: Tech Off Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
⏱️
▶
2 4x Labor Added Feb 24, 10:03 AM
4x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 10m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 25, 4:46 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 6h
🏁
Status: Closed by Kwame Cobb Feb 25, 9:05 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4h 19m
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 3:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 16m
📨
▶
2 Status: Invoice Pending Feb 27, 1:30 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 45.0 business days
🧾
Invoice Created Apr 30, 11:16 PM
Invoice Number: SM-255203

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 8.5 business days (threshold: 1.0 business days)
Exceeded by 7.5 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.0 business hours
Tech On Site
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 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 3.6 business hours

🔗 Related Artifacts

📞
Case 00564230
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 23, 1:00 PM
Created
Feb 2, 3:19 PM
Invoice #
SM-255203

Work Details (5)

Name Type Status Qty Amount Date
WL-03117349 Labor Open 1.5 $0.00 Feb 24, 9:56 AM
WL-03117365 Labor Open 2 $220.00 Feb 24, 10:03 AM
WL-03117366 Labor Open 1 $0.00 Feb 24, 10:03 AM
WL-03117367 Travel Open 30 $110.00 Feb 24, 10:03 AM
WL-03117368 Travel Open 20 $0.00 Feb 24, 10:03 AM

Details