Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351549 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Womens Comprehensive Healthcare — 330 Western Blvd, Ste 102, Glastonbury CT, 06033

Feb 13, 2026 → Feb 20, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 20, 2026
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 13 → Feb 16, 2026
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
Created: Feb 13, 2026 Completed: Feb 20, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 4
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 0 / 4
Feb 13 → Feb 16 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 16 → Feb 17 Ready for Scheduling ▶ Running 1 1 / 4
Feb 17 → Feb 17 Assigned ▶ Running 0 1 / 4
Feb 17 → Feb 20 Scheduled ▶ Running 3 4 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 5.4d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
5.4 days
Over SLA
Billing
1.3 days
Over SLA
Created: Feb 13, 2026 Due: Feb 23, 2026 Completed: Feb 20, 2026 (3 days early)
📅
5.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00568085
Repair
Closed
Zone 1 WD Door latch not coming down For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Anca O'Brien
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351549 (current) Invoiced
Repair • Luis Torres
Created: Feb 13, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 181 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.0 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
1.2d / 1.0d SLA
Awaiting Parts - Customer
1.0d
Assigned
0.3d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/17 KSmith -- Scheduled for Friday with Anca. 8-10am

2/17 KSmith -- Sent email to schedule for Friday

02/16/2026 SRobinson- Order No: 755453


Customer PO No: SR1538412


Customer: Midmark No Charge


Service Request NO: 1538412


Ship To Name: Womens Comprehensive Healthcare


Ship To Address: 330 Western Blvd Ste 102   


Ship To City/State: Glastonbury, CT 06033-4383


Waybill (Tracking #): 1ZE444250372210145


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 16-FEB-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-11173-00 SERIAL #: DESCRIPTION: KIT, M11-05X REVISED DOOR LATCH


2/13/2026jsells

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

🔧 Work Performed
Door handle not sitting flush in door causing door not to seal. R&R door latch assembly. After install handle would still not sit flush in door handle pocket. Spoke with Drew@MM he video called me and we noticed the door motor latch was not in the horizontal position it should be in. It was pointed up towards ceiling. Once i plugged unit in that latch moved back into its correct position and handle now would sit flush in door pocket. Function & cycle tested to confirm no other issues
🔍 Technician Findings
Unit OOS Door handle not sitting flush in door pocket and does not seal
⚠️ Problem Description
Zone 1 WD Door latch not coming down 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 12, 5:27 PM
Case Number: 00568085
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 13, 9:48 AM
Work Order Created → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Jessica Sells Feb 13, 9:56 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 8m
👷
▶
2 Status: Assigned Feb 13, 11:13 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Feb 16, 5:47 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 6h
👷
▶
2 Technician Assigned Feb 17, 8:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14h 41m
🗓️
▶
2 Status: Scheduled Feb 17, 10:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-20T13:30:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Feb 20, 11:20 AM
Type: Labor, Travel
Status: Open
Qty: 0.75, 24, 1.75
✔️
Status: Completed by Luis Torres Feb 20, 12:48 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 2h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 4:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 4h
📨
▶
2 Status: Invoice Pending Feb 25, 1:18 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Feb 25, 5:33 PM
Invoice Number: SM-254903

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

📞
Case 00568085
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 20, 8:30 AM
Created
Feb 13, 9:48 AM
Invoice #
SM-254903

Work Details (4)

Name Type Status Qty Amount Date
WL-03104711 Parts Open 1 $0.00 Feb 13, 9:48 AM
WL-03113699 Labor Open 0.75 $0.00 Feb 20, 11:20 AM
WL-03113700 Travel Open 24 $110.00 Feb 20, 11:20 AM
WL-03113701 Labor Open 1.75 $192.50 Feb 20, 11:20 AM

Details