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WO-01350340 ↗ ServiceMax

MIDMARK • Repair • P4

📍 James Parelli — 102 Waxhaw Professional Park Dr, Ste G, Waxhaw NC, 28173

Feb 6, 2026 → Feb 13, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 12, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 14, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 6 → Feb 9, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 14, 2026
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 14 → Feb 14, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Feb 6, 2026 Completed: Feb 14, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 4
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 0 / 4
Feb 6 → Feb 6 Assigned ▶ Running 0 0 / 4
Feb 6 → Feb 9 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 4
Feb 9 → Feb 14 Scheduled ▶ Running 4 4 / 4
Feb 14 → Feb 14 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 1.5d
Coordinators 5.2d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
5.2 days
Over SLA
Billing
1.3 days
Over SLA
Created: Feb 6, 2026 Due: Feb 13, 2026 Completed: Feb 14, 2026 (on time)
📅
5.6 days Total Age
⏱️
4.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.8d 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 #00566176
Repair
Closed
Zone 2 WD - Door not closing Part shipping via UPS Next Day Air. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
James Parelli
Owner
Jessica Sells
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350340 (current) Invoiced
Repair • Eric Colon
Created: Feb 6, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 4.6 days stuck in "Scheduled"
⏱️
Total Delay 3.8 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
Awaiting Parts - Customer
1.5d
Assigned
0.3d / 0.5d SLA
Scheduled
4.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 MOwens James called back and he will watch for the repair part to arrive on 2/10 from Midmark. He will have the part ready for when the tech goes onsite. Scheduled the repair visit for this Friday 2/13 with arrival between 1-2pm.

2/9 MOwens Called to speak to James Parelli. Left a vm for him to call back about scheduling the repair visit this week.

02/09/2026 Emartin

Order No: 754164

Customer PO No: SR1535334

Customer: Midmark No Charge

Service Request NO: 1535334

  

Ship To Name: James Parelli

Ship To Address: 102 Waxhaw Professional Park Dr Ste G   

Ship To City/State: Waxhaw, NC 28173-5024

Waybill (Tracking #): 1ZE444250170341243

Carrier: UPS-Air-Next Day Air

  


The following items have shipped from Midmark Corporation on: 06-FEB-2026

 

LINE NO: 1.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259043052645 DESCRIPTION: ARS LABEL, ST RT 47 WEST

2/6/2026jsells

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

🔧 Work Performed
2/13/26- EColon- Arrived onsite, checked in with front desk and received parts. Door would not close, removed side panel to access door motor. Door motor stuck in open position not allowing door to close. Replaced door motor, placed unit into service mode and tested door motor functionality. Ran cycle to ensure no other issues. Unit fully functional
🔍 Technician Findings
door will not close
⚠️ Problem Description
Zone 2 WD - Door not closing Part shipping via UPS Next Day Air. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. 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 6, 1:40 PM
Case Number: 00566176
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 6, 2:25 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 6, 3:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 52m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 9, 10:26 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2d 19h
👷
▶
2 Technician Assigned Feb 9, 12:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 47m
📅
▶
2 Dispatch Scheduled Feb 9, 2:19 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2h 5m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Eric Colon Feb 13, 7:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 4h
🔩
4x Parts Added Feb 13, 7:16 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 1.5, 63
✔️
Status: Completed by Eric Colon Feb 13, 7:33 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 29m, 0m
⏳ 2.6 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 4:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 21h
🔩
Parts Added Feb 18, 5:11 PM
Type: Parts
Status: Open
Qty: -1
📨
▶
3 Status: Invoice Pending Feb 19, 12:30 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-254375

Bottlenecks

Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours

🔗 Related Artifacts

📞
Case 00566176
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Feb 13, 1:00 PM
Created
Feb 6, 2:25 PM
Invoice #
SM-254375

Work Details (5)

Name Type Status Qty Amount Date
WL-03105889 Parts Open 1 $0.00 Feb 13, 7:16 PM
WL-03105890 Labor Open 1.5 $0.00 Feb 13, 7:16 PM
WL-03105891 Labor Open 1.5 $165.00 Feb 13, 7:16 PM
WL-03105892 Travel Open 63 $110.00 Feb 13, 7:16 PM
WL-03110863 Parts Open -1 $0.00 Feb 18, 5:11 PM

Details