Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350546 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Newton Surgery — 335 Boylston St, Newton Center MA, 02459

Feb 9, 2026 → Feb 19, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 13, 2026
🕐 Clock stopped: Completed (Feb 19)
✗ SLA Missed (6d late)
Dispatch 0.0d
Coordinators 10.0d
Incomplete 1.6d (excluded)
Billing 1.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
10.0 days
Over SLA
Incomplete (excluded from total)
1.6 days
Billing
1.7 days
Over SLA
Created: Feb 9, 2026 Due: Feb 20, 2026 Completed: Feb 19, 2026 (1 days early)
📅
8.9 days Total Age
⏱️
4.9d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
8.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 12, 2026
Visit 2 Feb 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566556
Repair
Closed
Travel Zone 1 Dispatch Type Repair Email director@drspiegel.com PROBLEM SUMMARY NWD No power ADDITIONAL NOTES Can ask for Nichole if Matt is unavailable. Please contact office number. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
Matt Satayahuraksa
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350546 (current) Invoiced
Repair • Luis Torres
Created: Feb 9, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 94 days old
🚨
Primary Delay 4.9 days stuck in "Scheduled"
⏱️
Total Delay 8.8 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
0.1d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
7.9d / 2.0d SLA
Incomplete
1.6d
Reschedule
0.1d / 2.0d SLA
Closed
3.9d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/13 KSmith -- Scheduled for 2/19 per Matthew's request. 9-11am

2/13 KSmith -- Matt and Nichole were not available. Left contact information for a return call. Sending email as well to schedule for 2/18

02/12/2026 EMartin

Order No: 755283


Customer PO No: SR1535628


Customer: Newton Surgery


Service Request NO: 1535628


  


Ship To Name: Newton Surgery


Ship To Address: 335 Boylston St    


Ship To City/State: Newton Center, MA 02459-2871


Waybill (Tracking #): 1ZE444250371982475


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 12-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-1554-00 SERIAL #: DESCRIPTION: AC MAIN HARNESS J5, M9 M11


LINE NO: 2.1 QTY: 1 ITEM: 015-0640-00 SERIAL #: DESCRIPTION: POWER CORD


LINE NO: 3.1 QTY: 1 ITEM: 015-0639-00 SERIAL #: DESCRIPTION: AC CONNECTOR RECEPTACLE


2/10 KSmith -- Scheduled for Thursday with Nichole. 12pm-2pm

2/9/26 lcoonrod

cannot get Matt. Will send email with WO # and that someone will contact them to set up the appt.

🔧 Work Performed
Upon arrival I noticed that the power cable was slightly melted specifically on one of the ports. Looked at the outlet on back of unit and the same port on outlet had burn marks on them. I opened the RH panel to check if any wiring was damaged and found the black cord that is directly connected to damaged ports also with burn marks. Spoke with Drew@MM and cinfirmed harness, outlet & power cord would need to be replaced. Matt was in a meeting soI had to wait for him to respond back. Spoke with Matt via text and he approved parts. Spoke with Brian@MM to place parts order Parts needed Qty. 1-015-0640-00 Qty. 1-015-0639-00 Qty. 1-015-1554-00 **2/19-LT-R&R a/c main harness assembly. R&R a/c receptacle assembly. Ran unwrapped cycle to confirm no other issues.
🔍 Technician Findings
Unit OOS Noticed power cord and outlet with burn/singe/melt marks
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair Email director@drspiegel.com PROBLEM SUMMARY NWD No power ADDITIONAL NOTES Can ask for Nichole if Matt is unavailable. Please contact office number. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. 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 9, 10:56 AM
Case Number: 00566556
Subject: Repair
Status: Closed
📋
Work Order Created Feb 9, 12:02 PM
Work Order: WO-01350546
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Leona Coonrod Feb 9, 12:16 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 13m
👷
▶
2 Technician Assigned Feb 9, 12:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 24m
👷
▶
3 Technician Assigned Feb 10, 8:26 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-12T19:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 19h 47m
📅
Dispatch Scheduled by Kourtney Smith Feb 10, 9:16 AM
Scheduled For: 2026-02-12T16:30:00.000+0000
⏳ 3.0 business days
🔩
3x Parts Added Feb 12, 11:35 AM
Type: Parts
Status: Open
Qty: 1
🚗
▶
2 3x Travel Added Feb 12, 1:49 PM
3x Travel Added → Status: Incomplete
⚠️
Status: Incomplete by Luis Torres
From: Scheduled
To: Incomplete
Duration in Previous: 2d 5h
🔄
Status: Reschedule by Kourtney Smith Feb 13, 9:57 AM
From: Incomplete
To: Reschedule
Duration in Previous: 20h 4m
🆕
▶
2 Status: Entered Feb 13, 10:46 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Paul Bonang Jr
🆕
▶
3 Status: Entered Feb 13, 11:40 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h6e00000IIAg0AAH, Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-19T15:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 3x Labor Added Feb 19, 12:02 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 0h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 1:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 1h
📨
Status: Invoice Pending by Nancy Suarez Feb 25, 12:39 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 23h 25m, 0m
🧾
Invoice Created Feb 25, 5:33 PM
Invoice Number: SM-254891

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours

🔗 Related Artifacts

📞
Case 00566556
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 19, 10:00 AM
Created
Feb 9, 12:02 PM
Invoice #
SM-254891

Work Details (9)

Name Type Status Qty Amount Date
WL-03102868 Parts Open 1 $0.00 Feb 12, 11:35 AM
WL-03102869 Parts Open 1 $0.00 Feb 12, 11:35 AM
WL-03102870 Parts Open 1 $0.00 Feb 12, 11:35 AM
WL-03103054 Travel Open 17 $110.00 Feb 12, 1:49 PM
WL-03103055 Labor Open 1 $110.00 Feb 12, 1:49 PM
WL-03103056 Labor Open 1.1666666666667 $0.00 Feb 12, 1:49 PM
WL-03112001 Labor Open 2.75 $0.00 Feb 19, 12:02 PM
WL-03112002 Labor Open 1.75 $192.50 Feb 19, 12:02 PM
WL-03112003 Travel Open 116 $110.00 Feb 19, 12:02 PM

Details