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WO-01350962 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Agnew Vet Reproductive Svcs — 5828 Kirkwood Hwy, Wilmington DE, 19808-4813

Feb 10, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 17, 2026
✓ SLA Met
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 14, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
0d
▶ Clock Running
Status: Reschedule
Feb 14 → Feb 16, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Feb 10, 2026 Completed: Feb 17, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 4
Feb 10 → Feb 11 Ready for Scheduling ▶ Running 1 1 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 1 / 4
Feb 11 → Feb 14 Scheduled ▶ Running 2 3 / 4
Feb 14 → Feb 16 Reschedule ▶ Running 0 3 / 4
Feb 16 → Feb 16 Scheduled ▶ Running 0 3 / 4
Feb 16 → Feb 17 Tech On Site ▶ Running 1 4 / 4
Dispatch 0.0d
Coordinators 4.4d
Field Work 1.5d
Billing 1.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.4 days
Over SLA
Field Work
1.5 days
Billing
1.8 days
Over SLA
Created: Feb 10, 2026 Due: Feb 17, 2026 Completed: Feb 17, 2026 (on time)
📅
4.4 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
4.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566922
Repair
Closed
Zone 1 WD door issues Please contact mobile number. Part shipping via UPS Next Day Air. 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
Nicki Schneider
Owner
Jessica Sells
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350962 (current) Invoiced
Repair • Michael Harris
Created: Feb 10, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 184 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 4.2 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
1.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.9d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 MOwens Called to speak back to Nicki to reschedule the visit. Left a vm for her to call back.

2/11 MOwens Nicki Schneider called to confirm she received the parts that Midmark shipped for this repair. She will have them ready for when the tech arrives onsite to complete the repair. Scheduled the visit for this Friday 2/13 from 4:30-6pm.

02/11/2026 EMartin

Order No: 754614


Customer PO No: SR1536564

Customer: Midmark No Charge

Service Request NO: 1536564

  


Ship To Name: Agnew Vet Reproductive Svcs

Ship To Address: 5828 Kirkwood Hwy    

Ship To City/State: Wilmington, DE 19808-4813

Waybill (Tracking #): 1ZE444250172289940

Carrier: UPS-Air-Next Day Air

 

The following items have shipped from Midmark Corporation on: 10-FEB-2026

 

LINE NO: 1.1 QTY: 1 ITEM: 002-10896-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X DOOR MOTOR ASSY

2/10/2026jsells

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

🔧 Work Performed
the door latch motor was replaced. the autoclave was electrically and functionally tested.
🔍 Technician Findings
the autoclave door does not shut unless you slam the door and pushdown on the handle hard.
⚠️ Problem Description
Zone 1 WD door issues Please contact mobile number. Part shipping via UPS Next Day Air. 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 10, 9:31 AM
Case Number: 00566922
Subject: Repair
Status: Closed
📋
Work Order Created Feb 10, 3:42 PM
Work Order: WO-01350962
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 10, 3:54 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
2 Technician Assigned Feb 11, 10:01 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 7m
🗓️
▶
2 Status: Scheduled Feb 11, 10:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-13T21:30:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Michael Harris Feb 13, 11:56 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 13h
⏳ 0.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 9:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-16T17:30:00.000+0000
🔧
Status: Tech On Site by Michael Harris Feb 16, 12:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 35m
🚗
▶
2 3x Travel Added Feb 16, 11:22 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site
To: Completed
Duration in Previous: 11h 11m
⏱️
▶
2 3x Labor Added Feb 17, 6:58 AM
3x Labor Added → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: Completed
To: Closed
Duration in Previous: 7h 35m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 19, 12:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 5h
📨
Status: Invoice Pending by Nancy Suarez Feb 20, 12:35 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 23h 52m, 0m
⏳ 1.0 business days
🧾
Invoice Created Feb 22, 11:43 PM
Invoice Number: SM-254595

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

📞
Case 00566922
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Feb 16, 12:30 PM
Created
Feb 10, 3:42 PM
Invoice #
SM-254595

Work Details (6)

Name Type Status Qty Amount Date
WL-03108187 Travel Open 10 $110.00 Feb 16, 11:22 PM
WL-03108188 Travel Open 18 $0.00 Feb 16, 11:22 PM
WL-03108189 Expenses Open 1 $0.00 Feb 16, 11:22 PM
WL-03108239 Labor Open 0.35 $0.00 Feb 17, 6:58 AM
WL-03108240 Labor Open 2.5 $275.00 Feb 17, 6:58 AM
WL-03108241 Labor Open 0.33333333333333 $0.00 Feb 17, 6:58 AM

Details