Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349804 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Washington Univ Ophthalmology — 4901 Forest Park Ave 6th floor, Saint Louis MO, 63108-1495

Feb 5, 2026 → Mar 6, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (12 biz days late)
Active: 16 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 6, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 11, 2026
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 13, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Feb 20, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 20 → Feb 22, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 22 → Feb 24, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 9 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 25 → Mar 3, 2026
4 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 13 of 4 biz days used
3d
▶ Clock Running
Status: Tech Off Site
Mar 3 → Mar 6, 2026
3 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 16 of 4 biz days used
Created: Feb 5, 2026 Completed: Mar 6, 2026
Business Days Used 16 / 4
0 4d budget +12d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 4
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 0 / 4
Feb 5 → Feb 5 Assigned ▶ Running 0 0 / 4
Feb 5 → Feb 11 Scheduled ▶ Running 4 4 / 4
Feb 11 → Feb 11 Tech On Site ▶ Running 0 4 / 4
Feb 11 → Feb 13 Awaiting Parts ⏸ Paused 2 —
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 4 / 4
Feb 13 → Feb 17 Assigned ▶ Running 1 5 / 4
Feb 17 → Feb 20 Scheduled ▶ Running 3 8 / 4
Feb 20 → Feb 20 Tech On Site ▶ Running 0 8 / 4
Feb 20 → Feb 20 Awaiting Parts ⏸ Paused 0 —
Feb 20 → Feb 22 Reschedule ▶ Running 0 8 / 4
Feb 22 → Feb 24 Awaiting Parts ⏸ Paused 2 —
Feb 24 → Feb 24 Ready for Scheduling ▶ Running 0 8 / 4
Feb 24 → Feb 25 Assigned ▶ Running 1 9 / 4
Feb 25 → Mar 3 Scheduled ▶ Running 4 13 / 4
Mar 3 → Mar 3 Tech On Site ▶ Running 0 13 / 4
Mar 3 → Mar 6 Tech Off Site ▶ Running 3 16 / 4
Mar 6 → Mar 6 Tech On Site ▶ Running 0 16 / 4
Dispatch 0.0d
Material Management 4.8d
Coordinators 17.6d
Field Work 4.4d
Billing 1.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.8 days
Coordinators
17.6 days
Over SLA
Field Work
4.4 days
Over SLA
Billing
1.9 days
Over SLA
Created: Feb 5, 2026 Due: Mar 3, 2026 Completed: Mar 6, 2026 (2 days late)
📅
21.0 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
21 transitions Status Changes
⚠️
14.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (1 reschedule)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Blake Ward — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 11, 2026
Visit 2 Feb 20, 2026
Visit 3 Mar 3, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565468
Repair
Closed
Zone 1 WD-overheat error-doesn't remember For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
Jaimi Dressler
Owner
Jessica Sells
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349804 (current) Invoiced
Repair • Blake Ward
Created: Feb 5, 2026 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 14.5 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
0.3d / 1.0d SLA
Scheduled
13.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Awaiting Parts
4.8d / 3.0d SLA
Assigned
3.4d / 0.5d SLA
Reschedule
0.1d / 2.0d SLA
Tech Off Site
3.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.7d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/6/26 CDempsey- unlocked timecards and notified Blake.

3/3/26 CDempsey- tech needs to delete unneeded parts that were add by MM or L2. However, he cannot due to timecards being locked and that cannot be done until Thursday.

2/25 KKelch scheduled per logged email from Jami

2/25 KKelch sent Jami an email for scheduling

2/24/26 SReich

Your shipment

1ZE444250371294110

Estimated delivery

Tomorrow, February 25, between 9:30 A.M. - 11:30 A.M. 

Order No: 757151 Customer PO No: SR1533342 Customer: Midmark No Charge Service Request NO: 1533342 Ship To Name: Washington Univ Ophthalmology Ship To Address: 4901 Forest Park Ave 6th floor Ship To City/State: Saint Louis, MO 63108-1495 Waybill (Tracking #): 1ZE444250371294110 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 23-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 014-10136-00 SERIAL #: DESCRIPTION: TUBE, CHAMBER OUTLET, M11 LINE NO: 2.1 QTY: 1 ITEM: 014-0183-01 SERIAL #: DESCRIPTION: MALE CONNECTOR LINE NO: 3.1 QTY: 1 ITEM: 014-0184-02 SERIAL #: DESCRIPTION: MALE ELBOW 1/4 X 1/4 NPT



2/21/26 RBerry- Found that WO was moved to R/S by tech same day dummy parts order was placed. Per tech notes, Midmark is shipping parts. Placed WO back into awaiting parts status until tracking is received.


2/17 KKelch scheduled per logged email from Jami

2/17 KKelch sent Jami an email for scheduling

2/16 KKelch called Jaimi to schedule for 2/20 between 12 and 2 pm. Left VM.

2/13 KKelch waiting for tracking to update prior to scheduling

2/13/26 SReich

Order No: 755066 Customer PO No: SR1533342 Customer: Midmark No Charge Service Request NO: 1533342 Ship To Name: Washington Univ Ophthalmology Ship To Address: 4901 Forest Park Ave 6th floor Ship To City/State: Saint Louis, MO 63108-1495 Waybill (Tracking #): 1ZE444250370838150 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 13-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259048932131 DESCRIPTION: ARS LABEL, ST RT 47 WEST

2/5 KKelch called Jaimi to schedule for 2/11 between 12 and 2 pm. Customer confirmed. 

2/5/2026jsells

left Jaimi a voicemail with the work order number and I let them know that someone would be calling to schedule

🔧 Work Performed
2/20 BW- Removed old main board and installed new main board. Ran one cycle and found steam leak leaking from fitting at the vent valve. Unable to get leak to stop at fitting. Midmark is sending new fittings out. 3/3 BW-Removed old chamber tube and installed new chamber tubing with new connectors. Ran multiple cycles and confirmed unit is working properly.
🔍 Technician Findings
2/11 BW-Unit has no power. Found the F2 fuse is blown and needs to be replaced.
⚠️ Problem Description
Zone 1 WD-overheat error-doesn't remember 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 Feb 4, 4:23 PM
Case Number: 00565468
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 5, 10:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Feb 5, 12:23 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 46m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-11T18:00:00.000+0000
⚠️ 5.0 business days
🚗
Travel Added Feb 11, 1:56 PM
Type: Travel
Status: Open
Qty: 36
🔧
▶
2 Status: Tech On Site Feb 11, 2:08 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
📦
▶
3 Parts Requested Feb 11, 3:11 PM
Parts Requested → Status: Awaiting Parts → Expenses Added
📦
Status: Awaiting Parts by Blake Ward
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 2m
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Feb 11, 3:40 PM
Type: Labor
Status: Open
Qty: 1.25
⏳ 3.0 business days
📅
▶
3 Status: Ready for Scheduling Feb 13, 3:54 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 17, 9:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-20T20:30:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Feb 20, 12:43 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.25, 38
📦
▶
2 Parts Requested Feb 20, 3:29 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Blake Ward
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 45m
⏱️
Labor Added Feb 20, 3:42 PM
Type: Labor
Status: Open
Qty: 2.75
💵
▶
2 Expenses Added Feb 20, 6:23 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Blake Ward
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 53m
⏳ 0.7 business days
📦
Status: Awaiting Parts by Rhea Berry Feb 21, 10:56 PM
From: Reschedule
To: Awaiting Parts
Duration in Previous: 1d 4h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Feb 24, 8:24 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 9h
👷
▶
2 Technician Assigned Feb 24, 9:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 49m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 25, 10:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-03T15:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Blake Ward Mar 3, 11:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
🚗
Status: Tech Off Site by Blake Ward Mar 3, 1:27 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 49m
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Mar 4, 8:05 PM
2x Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 38
⏳ 2.5 business days
🔧
Status: Tech On Site by Blake Ward Mar 6, 1:33 PM
From: Tech Off Site, Tech On Site
To: Tech On Site, Completed
Duration in Previous: 3d 0h, 0m
🏁
Status: Closed by Blake Ward Mar 6, 1:40 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 10, 12:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 21h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Mar 11, 2:48 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 83.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-256222

Bottlenecks

Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 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
Tech Off Site
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.5 business hours

🔗 Related Artifacts

📞
Case 00565468
Closed
📦
Parts Order 00090180
Closed
📦
Parts Order 00090837
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Blake Ward
Scheduled
Mar 3, 10:00 AM
Created
Feb 5, 10:37 AM
Invoice #
SM-256222

Work Details (11)

Name Type Status Qty Amount Date
WL-03101092 Travel Open 36 $110.00 Feb 11, 1:56 PM
WL-03101224 Labor Open 1 $0.00 Feb 11, 2:10 PM
WL-03101399 Expenses Open 1 $0.00 Feb 11, 3:12 PM
WL-03101476 Labor Open 1.25 $137.50 Feb 11, 3:40 PM
WL-03113888 Labor Open 1.25 $0.00 Feb 20, 12:46 PM
WL-03113889 Travel Open 38 $110.00 Feb 20, 12:46 PM
WL-03114272 Labor Open 2.75 $302.50 Feb 20, 3:42 PM
WL-03114588 Expenses Open 1 $0.00 Feb 20, 6:23 PM
WL-03130723 Labor Open 1.25 $0.00 Mar 4, 8:05 PM
WL-03130724 Labor Open 1.5 $165.00 Mar 4, 8:05 PM
WL-03130739 Travel Open 38 $110.00 Mar 4, 8:09 PM

Details