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WO-01350600 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Mars Nails — 11 Broadway, Ste 804, New York NY, 10004

Feb 9, 2026 → Feb 18, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 13, 2026
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ 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
2d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
1d
▶ Clock Running
Status: Incomplete
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 17 → Feb 17, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 7 of 4 biz days used
Created: Feb 9, 2026 Invoiced: Feb 19, 2026
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 4
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 4
Feb 9 → Feb 11 Scheduled ▶ Running 2 2 / 4
Feb 11 → Feb 12 Completed ▶ Running 1 3 / 4
Feb 12 → Feb 12 Reschedule ▶ Running 0 3 / 4
Feb 12 → Feb 16 Scheduled ▶ Running 1 4 / 4
Feb 16 → Feb 16 Completed ▶ Running 0 4 / 4
Feb 16 → Feb 17 Incomplete ▶ Running 1 5 / 4
Feb 17 → Feb 17 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 5 / 4
Feb 17 → Feb 19 Assigned ▶ Running 2 7 / 4
Dispatch 0.0d
Material Management 0.0d
Coordinators 7.0d
Field Work 0.4d
Incomplete 1.0d (excluded)
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.0 days
Coordinators
7.0 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
1.0 days
Billing
1.0 days
Created: Feb 9, 2026 Due: Feb 24, 2026 Completed: Feb 19, 2026 (5 days early)
📅
6.6 days Total Age
⏱️
2.3d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
2.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 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 11, 2026
Visit 2 Feb 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566533
Repair
Closed
Zone 1 NWD Power loss 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
Standard
Origin
Web
Reason
New Case
Contact
Arthur Eroshkin
Owner
Jessica Sells
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350600 (current) Invoiced
Repair • Darrell Hope
Created: Feb 9, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 2.3 days stuck in "Scheduled"
⏱️
Total Delay 2.2 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
Assigned
1.5d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Completed
0.4d / 1.0d SLA
Reschedule
1.0d / 2.0d SLA
Incomplete
1.0d
Awaiting Parts - Customer
0.0d
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18 KSmith -- Customer declined further service. Midmark advised to close WO as is.

2/18 KSmith -- Arthur advised they do not want to replace the heating element and would like no further service. Sent information to Midmark to get permission to close SR as is.

2/18 KSmith -- Arthur was not aware of parts being sent. Advised what parts are being sent and am awaiting response

2/17/26 SReich

Order No: 755841 Customer PO No: SR1535594 Customer: Mars Nails Service Request NO: 1535594 Ship To Name: Mars Nails Ship To Address: 11 Broadway Ste 804 Ship To City/State: New York, NY 10004-1370 Waybill (Tracking #): 1ZE444250370026732 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 17-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-0367-00 SERIAL #: DESCRIPTION: HEATING ELEMENT


2/17 KWeiss, W/O is a Midmark dispatch, nothing for L2 to have quoted. Per tech notes, Midmark is sending parts. Moving w/o to awaiting parts-customer.

2/12 KSmith -- Rescheduled for 2/16 with Arthur. 9-11am

2/12 KSmith -- Provided 2/16 as a return date for Arthur and am awaiting response

2/11 SRogers: Updating to reschedule - site reached out a few hours after our visit advising "unit was working fine when Darrell was here - now it's not working again". Will reschedule a visit for our next open availability.

2/9 KSmith -- Scheduled for Wednesday with POC. 9-11am.

2/9 KSmith -- Sent email to schedule for Wednesday

2/9/2026jsells

spoke with Arthur, and I gave him the work order number and let him know that someone would be calling him to schedule

🔧 Work Performed
2/11, dhope, ran unit through two (2) cycles, no faults found,.. possible issues with voltage at outlet not providing enough current to properly operate unit.. 2/16, dhope, ran unit in Pouches cycle, with instruments in pouches, no issue through full cycle,.. conferred with Midmark tech, sending out Heating element... ...
🔍 Technician Findings
2/11, dhope, found no issues with M9 unit, operates as designed, .... 2/16, dhope, return trip for same issue, could not duplicate.
⚠️ Problem Description
Zone 1 NWD Power loss 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, 10:08 AM
Case Number: 00566533
Subject: Repair
Status: Closed
📋
Work Order Created Feb 9, 2:00 PM
Work Order: WO-01350600
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 9, 2:11 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Feb 9, 3:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 41m
👷
▶
3 Technician Assigned Feb 9, 4:31 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-11T14:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 39m
⏳ 2.9 business days
✔️
Status: Completed by Darrell Hope Feb 11, 6:23 PM
From: Scheduled
To: Completed
Duration in Previous: 2d 1h
⏱️
3x Labor Added Feb 11, 6:32 PM
Type: Labor, Travel
Status: Open
Qty: 2.75, 1.4833333333333, 25
🔄
Status: Reschedule by Shawn Rogers Feb 11, 9:40 PM
From: Completed
To: Reschedule
Duration in Previous: 3h 17m
📅
▶
2 Dispatch Scheduled Feb 12, 11:54 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 14h 13m
⏳ 2.0 business days
✔️
▶
2 Status: Completed Feb 16, 4:13 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 1.9833333333333, 25
🔩
Parts Added Feb 17, 10:44 AM
Type: Parts
Status: Open
Qty: 1
👤
Status: Awaiting Parts - Customer by Keith Weiss Feb 17, 2:56 PM
From: Incomplete
To: Awaiting Parts - Customer
Duration in Previous: 22h 42m
📅
Status: Ready for Scheduling by Sherry Reich Feb 17, 3:11 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 15m
👷
▶
2 Technician Assigned Feb 17, 4:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 54m
⏳ 2.0 business days
🏁
Status: Closed by Darrell Hope Feb 18, 7:10 PM
From: Assigned
To: Closed
Duration in Previous: 1d 3h
⏳ 2.6 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 7:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
⏳ 1.5 business days
📨
▶
2 Status: Invoice Pending Feb 23, 4:32 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254703

Bottlenecks

Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.5 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00566533
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hope
Scheduled
N/A
Created
Feb 9, 2:00 PM
Invoice #
SM-254703

Work Details (7)

Name Type Status Qty Amount Date
WL-03101830 Labor Open 2.75 $0.00 Feb 11, 6:32 PM
WL-03101831 Labor Open 1.4833333333333 $165.00 Feb 11, 6:32 PM
WL-03101832 Travel Open 25 $110.00 Feb 11, 6:32 PM
WL-03107553 Labor Open 1 $0.00 Feb 16, 4:16 PM
WL-03107554 Labor Open 1.9833333333333 $220.00 Feb 16, 4:16 PM
WL-03107555 Travel Open 25 $110.00 Feb 16, 4:16 PM
WL-03108504 Parts Open 1 $0.00 Feb 17, 10:44 AM

Details