Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350857 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Greenlight Pet ER — 11739 Narcoossee Rd, Ste 110, Orlando FL, 32832-7236

Feb 10, 2026 → Feb 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 16, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Feb 10, 2026 Completed: Feb 19, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 4
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 4
Feb 10 → Feb 10 Entered ▶ Running 0 0 / 4
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 4
Feb 10 → Feb 13 Scheduled ▶ Running 3 3 / 4
Feb 13 → Feb 13 Tech On Site ▶ Running 0 3 / 4
Feb 13 → Feb 16 Awaiting Parts ⏸ Paused 0 —
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 3 / 4
Feb 16 → Feb 19 Assigned ▶ Running 3 6 / 4
Feb 19 → Feb 19 Scheduled ▶ Running 0 6 / 4
Feb 19 → Feb 19 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 0.6d
Coordinators 6.8d
Field Work 0.5d
Billing 4.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.6 days
Coordinators
6.8 days
Over SLA
Field Work
0.5 days
Billing
4.0 days
Over SLA
Created: Feb 10, 2026 Due: Feb 23, 2026 Completed: Feb 19, 2026 (4 days early)
📅
6.8 days Total Age
⏱️
3.2d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
7.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Anthony Wright — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 13, 2026
Visit 2 Feb 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566772
Repair
Closed
Zone 1 WD C983 ADDITIONAL NOTES Call Denise Cell to schedule service: 321-4773323 - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Densie Ziff
Owner
Sherry Reich
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350857 (current) Invoiced
Repair • Anthony Wright
Created: Feb 10, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 3.2 days stuck in "Scheduled"
⏱️
Total Delay 7.5 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
0.5d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
3.3d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
0.6d / 3.0d SLA
Closed
3.9d / 1.0d SLA
WO Correction Needed
1.1d
Ready to Bill
2.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 AJinerson - Glory called and confirmed scheduling tech visit today, 2/19 between 12pm-2pm. 

POC onsite: Glory

Arrival instructions: Glory will assist tech and has parts. 


2/19/26 AJinerson - Called site and spoke with Glory who said Denise is not in today, and Tatianna will not be in until this afternoon. Glory is calling Tatianna to see if we could schedule tech's visit today, and will call us back if ok to confirm. 


2/18/26 AJinerson - Sent 2nd email to Denise offering tech visit on Thurs. 2/19 with eta between 12pm-2pm now.


2/18/26 AJinerson - Called site number to see if we could speak with someone. Staff said we will have to call back tomorrow and ask for Denise or Tatianna to schedule. 


2/18/26 AJinerson - Called Denise' cell and left 2nd VM regarding scheduling service. 


2/17/26 AJinerson - Sent email to Denise offering tech visit on Thurs. 2/19 with eta between 9am-11am.


2/17/26 AJinerson - Called Denise' cell per problem description request to schedule. Left VM regarding needing to schedule service. 


2/17/26 AJinerson - Parts ETA 2/18 to site.



2/16/26 AJinerson - No ETA on parts yet as of 2PM EST.


2/16/26 lcoonrod

Waybill (Tracking #): 1ZE444250372837166 Currently, we are not able to provide the tracking details. Order No: 755686 Customer PO No: SR1535920 Customer: Midmark No Charge Service Request NO: 1535920 Ship To Name: Greenlight Pet ER Ship To Address: 11739 Narcoossee Rd Ste 110 Ship To City/State: Orlando, FL 32832-7236 Waybill (Tracking #): 1ZE444250372837166 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 16-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10372-00 SERIAL #: DESCRIPTION: KIT, M9/M11 PRV KINGSTON


2/10/26 AJinerson - Denise called back and scheduled for sooner date, Friday, 2/13 with eta between 2pm-4pm. 

POC: Denise

Arrival instructions: None


2/10/26 AJinerson - Sent scheduling email to Denise offering tech visit on Mon. 2/16 with eta between 130pm-330pm.


2/10/26 AJinerson - Called Denise on cell and left VM regarding scheduling tech visit. 


2/10/26 SReich - Spoke to Denise, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
2/13/26 AMW - Located autoclave and inspected door seal. Door seal is good. Removed inner cage and tricked door switch to check water level. Water level good. Closed door and ran a unwrapped cycle. Removed right side panel to check for water leaks. When I moved the autoclave to remove side panel I found a large amount of water underneath the autoclave. Dried up water underneath the autoclave and inspected inside of case of the autoclave to look for water residue. No water residue. Unit started to warm up after filling chamber and I noticed a large amount of steam coming from back of unit. Steam/water is coming from pressure relief valve tubing. Attempted to close the pressure relief valve but steam/water was still coming from tubing. Called Midmark tech support. Confirmed unit needs new pressure relief valve. Unit is under warranty and Midmark is sending new parts to complete repair. Notified POC of equipment status. 2/19/26 AMW - Received parts from Midmark. Installed new pressure relief valve and ran a test cycle. Autoclave test cycle passed with no issues. No water leaks, no steam leaks and completed dry cycle with no issues. Notified POC of equipment status.
🔍 Technician Findings
2/13/26 AMW - Locate autoclave and confirm issue. Repair if possible, order parts if needed. Notify POC of equipment status.
⚠️ Problem Description
Zone 1 WD C983 ADDITIONAL NOTES Call Denise Cell to schedule service: 321-4773323 - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 9, 4:46 PM
Case Number: 00566772
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 10, 12:45 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 10, 4:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 9m
🆕
▶
3 Status: Entered Feb 10, 5:05 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: a0hVU000000BeDRYA0, Anthony Wright
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-13T19:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Anthony Wright Feb 13, 1:49 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
🚗
▶
4 2x Travel Added Feb 13, 1:59 PM
2x Travel Added → 3x Labor Added → Parts Requested → Status: Awaiting Parts
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 2.25, 1.25
📦
Parts Requested
Order: 00090372
Status: Closed
📦
Status: Awaiting Parts by Anthony Wright
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 13m
🔩
Parts Added Feb 13, 5:52 PM
Type: Parts
Status: Open
Qty: 1
⏳ 0.8 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 16, 1:23 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 23h
👷
▶
2 Technician Assigned Feb 16, 1:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 33m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 10:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-19T17:00:00.000+0000
🔧
▶
2 Status: Tech On Site Feb 19, 10:45 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 4
⏱️
Labor Added Feb 19, 11:11 AM
Type: Labor
Status: Open
Qty: 2.25
⏱️
▶
2 2x Labor Added Feb 19, 2:19 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 34m, 0m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 23, 5:55 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 3h
🏁
Status: Closed by Anthony Wright Feb 24, 4:31 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 22h 35m
📄
Status: Ready to Bill by Nancy Suarez Feb 25, 12:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 30m
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Feb 27, 11:33 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 91.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255190

Bottlenecks

Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Ready to Bill
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00566772
Closed
📦
Parts Order 00090372
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Anthony Wright
Scheduled
Feb 19, 12:00 PM
Created
Feb 10, 12:45 PM
Invoice #
SM-255190

Work Details (11)

Name Type Status Qty Amount Date
WL-03105208 Travel Open 28 $110.00 Feb 13, 1:59 PM
WL-03105209 Travel Open 44 $0.00 Feb 13, 1:59 PM
WL-03105213 Labor Open 0.5 $0.00 Feb 13, 2:01 PM
WL-03105214 Labor Open 2.25 $247.50 Feb 13, 2:01 PM
WL-03105215 Labor Open 1.25 $0.00 Feb 13, 2:01 PM
WL-03105695 Parts Open 1 $0.00 Feb 13, 5:52 PM
WL-03111857 Labor Open 0.25 $0.00 Feb 19, 10:46 AM
WL-03111858 Travel Open 4 $110.00 Feb 19, 10:46 AM
WL-03111929 Labor Open 2.25 $247.50 Feb 19, 11:11 AM
WL-03112159 Labor Open 1.25 $0.00 Feb 19, 2:19 PM
WL-03112160 Travel Open 44 $0.00 Feb 19, 2:19 PM

Details