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WO-01351562 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Pima Animal Care Center — 4000 N Silberbell Rd, TUCSON AZ, 85743

Feb 13, 2026 → Feb 25, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 20, 2026
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 25, 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
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 13 → Feb 13, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 18, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 25, 2026
5 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
Created: Feb 13, 2026 Completed: Feb 25, 2026
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (8 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 13 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0 / 4
Feb 13 → Feb 18 Assigned ▶ Running 2 2 / 4
Feb 18 → Feb 25 Scheduled ▶ Running 5 7 / 4
Feb 25 → Feb 25 Tech On Site ▶ Running 0 7 / 4
Dispatch 0.0d
Material Management 0.5d
Coordinators 8.6d
Field Work 0.1d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.5 days
Coordinators
8.6 days
Over SLA
Field Work
0.1 days
Billing
1.3 days
Over SLA
Created: Feb 13, 2026 Due: Feb 20, 2026 Completed: Feb 25, 2026 (4 days late)
📅
8.0 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
7.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568090
Repair
Closed
Zone 2 Dispatch Type Repair PROBLEM SUMMARY NWD sticking button ADDITIONAL NOTES 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 Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Jennifer Neustadter
Owner
Kimberly Hardison
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351562 (current) Invoiced
Repair • Tyler Bollman
Created: Feb 13, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 7.7 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
Awaiting Parts - Customer
0.5d
Assigned
2.3d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27 NSuarez chattered Kimberly SN needs to be added.

2/18 KKelch called Jennifer to schedule for 2/25 between 11 and 1 pm. Customer confirmed. Use gate code: 3005#

2/16 KKelch called Jennifer to schedule for 2/23 between 8 and 10 am. Left VM.

2/13 KKelch waiting on tracking to update prior to scheduling

2/13/26 SReich

Order No: 755454 Customer PO No: SR1538428 Customer: Pima Animal Care Center Service Request NO: 1538428 Ship To Name: Pima Animal Care Center Ship To Address: 4000 N Silberbell Rd Ship To City/State: TUCSON, AZ 85743 Waybill (Tracking #): 1ZE444250370920631 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 13-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 015-10362-00 SERIAL #: DESCRIPTION: M9/M11 MEMBRANE SWITCH



2/13 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
plugged in and tested system found several buttons sticking or hesitant to respond. shut system down and replaced touch pad provided. initialized system confirmed button function, and ran a test cycle successfully.
🔍 Technician Findings
system unplugged and tagged to not be used
⚠️ Problem Description
Zone 2 Dispatch Type Repair PROBLEM SUMMARY NWD sticking button ADDITIONAL NOTES 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 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 12, 5:33 PM
Case Number: 00568090
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 13, 10:29 AM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 13, 12:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 51m, 0m
📅
Status: Ready for Scheduling by Sherry Reich Feb 13, 4:10 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 45m
👷
▶
2 Technician Assigned Feb 13, 4:43 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 32m
⏳ 2.9 business days
👷
▶
3 Technician Assigned Feb 18, 10:18 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4d 17h
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-25T18:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Tyler Bollman Feb 25, 1:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 2h
⏱️
3x Labor Added Feb 25, 1:36 PM
Type: Labor, Travel
Status: Open
Qty: 3, 1, 135
✔️
Status: Completed by Tyler Bollman Feb 25, 2:09 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 1m, 0m
⏳ 3.0 business days
💵
▶
2 Status: Billing Review Feb 27, 4:17 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Nancy Suarez
From: Billing Review
To: Ready to Bill
Duration in Previous: 4m
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Mar 2, 4:36 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255383

Bottlenecks

Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📞
Case 00568090
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Feb 25, 1:00 PM
Created
Feb 13, 10:29 AM
Invoice #
SM-255383

Work Details (4)

Name Type Status Qty Amount Date
WL-03104777 Parts Open 1 $0.00 Feb 13, 10:30 AM
WL-03119529 Labor Open 3 $0.00 Feb 25, 1:36 PM
WL-03119530 Labor Open 1 $110.00 Feb 25, 1:36 PM
WL-03119531 Travel Open 135 $110.00 Feb 25, 1:36 PM

Details