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WO-01349565 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Emergency Responders — 9976 W. Emerald St, Boise ID, 83704

Feb 4, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 4 → Feb 5, 2026
1 business day (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 10, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 17, 2026
4 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Feb 4, 2026 Completed: Feb 17, 2026
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0 / 4
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 0 / 4
Feb 4 → Feb 4 Assigned ▶ Running 0 0 / 4
Feb 4 → Feb 5 Awaiting Parts - Customer ⏸ Paused 1
Feb 5 → Feb 10 Ready for Scheduling ▶ Running 3 3 / 4
Feb 10 → Feb 17 Scheduled ▶ Running 4 7 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 1.7d
Coordinators 8.5d
Field Work 0.4d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Coordinators
8.5 days
Over SLA
Field Work
0.4 days
Billing
1.0 days
Over SLA
Created: Feb 4, 2026 Due: Feb 16, 2026 Completed: Feb 17, 2026 (on time)
📅
9.0 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564982
Repair
Closed
Zone 1 WD - Door will not close. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Parker Sampson
Owner
Sherry Reich
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349565 (current) Invoiced
Repair • Michah Brackett
Created: Feb 4, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 7.3 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
3.7d / 1.0d SLA
Awaiting Parts - Customer
1.7d
Scheduled
4.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-18-26-mbrac-site is interested in HCP

2/10/2026 Sramen - updated due date and changed delay code to tech unavail. FSE is out of area this week and Monday is already scheduled for repair. This is the first open date.

2-10 Mburris email from POC to set 2-17 10am

2-10 Mburris email sent to POC looking for 2-17

2/5/26 lcoonrod

Waybill 1ZE444250372686829 Currently, we are not able to provide the tracking details. Order No: 753289 Customer PO No: SR1531896 Customer: Midmark No Charge Service Request NO: 1531896 Ship To Name: Emergency Responders Ship To Address: 9976 W Emerald St Ship To City/State: BOISE, ID 83704 Waybill (Tracking #): 1ZE444250372686829 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10896-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR MOTOR ASSY


2/4/26 SReich - Left a vm, gave them the WO # and told them someone would be reaching out to schedule.  

🔧 Work Performed
REPLACED FAULTY DOOR MOTOR WITH NEW MOTOR SENT OUT BY MIDMARK. DID TWO FUNCTIONAL TEST AND AUTOCLAVE PERFORMED CORRECTLY PER MIDMARK SPECIFICATIONS.
🔍 Technician Findings
Zone 1 WD - Door will not close. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
⚠️ Problem Description
Zone 1 WD - Door will not close. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Feb 3, 4:39 PM
Case Number: 00564982
Subject: Repair
Status: Closed
📋
3 Work Order Created Feb 4, 11:17 AM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
2 Technician Assigned Feb 4, 1:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2h 23m, 0m
2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 5, 3:30 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
4.0 business days
📅
2 Dispatch Scheduled Feb 10, 12:34 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 4d 21h
⚠️ 5.0 business days
🔧
Status: Tech On Site by Michah Brackett Feb 17, 3:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
⏱️
2 5x Labor Added Feb 17, 6:44 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Michah Brackett
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 1m, 0m
3.7 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 6:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 23h
1.7 business days
📨
3 Status: Invoice Pending Feb 23, 4:08 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254693

Bottlenecks

Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours

🔗 Related Artifacts

📞
Case 00564982
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michah Brackett
Scheduled
Feb 17, 1:00 PM
Created
Feb 4, 11:17 AM
Invoice #
SM-254693

Work Details (6)

Name Type Status Qty Amount Date
WL-03091090 Parts Open 1 $0.00 Feb 4, 11:17 AM
WL-03109287 Labor Open 1.5 $0.00 Feb 17, 6:44 PM
WL-03109288 Labor Open 1 $110.00 Feb 17, 6:44 PM
WL-03109289 Labor Open 1.5 $0.00 Feb 17, 6:44 PM
WL-03109290 Travel Open 70 $110.00 Feb 17, 6:44 PM
WL-03109291 Travel Open 70 $0.00 Feb 17, 6:44 PM

Details