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WO-01352172 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Woodland Springs Veterinary Hosp — 11715 Alta Vista Rd, Fort Worth TX, 76244

Feb 16, 2026 → Feb 20, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 20, 2026
✓ SLA Met
Active: 2 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 16 → Feb 18, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 20, 2026
2 business days (not counted)
Created: Feb 16, 2026 Completed: Feb 20, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0 / 4
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 0 / 4
Feb 16 → Feb 18 Assigned ▶ Running 2 2 / 4
Feb 18 → Feb 18 Scheduled ▶ Running 0 2 / 4
Feb 18 → Feb 18 Tech On Site ▶ Running 0 2 / 4
Feb 18 → Feb 18 Incomplete ▶ Running 0 2 / 4
Feb 18 → Feb 18 Completed ▶ Running 0 2 / 4
Feb 18 → Feb 20 Awaiting Parts ⏸ Paused 2 —
Material Management 2.7d
Coordinators 2.3d
Field Work 0.1d
Billing 1.1d
✓ SLA Met
Material Management
2.7 days
Coordinators
2.3 days
Over SLA
Field Work
0.1 days
Billing
1.1 days
Over SLA
Created: Feb 16, 2026 Due: Feb 20, 2026 Completed: Feb 20, 2026 (on time)
📅
4.0 days Total Age
⏱️
2.7d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
2.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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🎫
Case #00568772
Repair
Closed
Zone 2 NWD Will not heat up. 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
Ivette Majano
Owner
Sherry Reich
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01352172 (current) Invoiced
Repair • Zachary Stieben
Created: Feb 16, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 178 days old
🚨
Primary Delay 2.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 2.6 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
0.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
0.3d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Awaiting Parts
2.7d / 3.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/2026jsells

Hello, EMSAR,

The customer contacted Dispatch to let us know that they do not wish to continue with service. Please close this work order and submit the invoice to Midmark for the work completed to date. Thank you!

2/20/26 ZStieben. Closing out work order due to customer does not want to continue with the repair and was advised by K Kelch to close out work order.


2/20 KKelch logged email from Midmark, per Debi, they no longer wish to continue with service and to please close this WO. Sent chatter to FSE/SUP to close

2/18 KKelch Debi called me back to schedule for 2/18 between 12 and 2 pm. Customer confirmed. 

2/18 KKelch called Debi to schedule for today between 12 and 2 pm. Left info. 

2/16 KKelch Amaya called me to schedule for 2/18 between 12 and 2 pm. She advised that her practice manager will call me back to confirm.

2/16/26 SReich - Spoke to Amiya, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
Evaluated unit and ordered a new PCB Board. 2/20/26 ZStieben. Closing out work order due to customer does not want to continue with the repair and was advised by K Kelch to close out work order.
🔍 Technician Findings
2-18-2026 Zachary Stieben arrived on site. Found M-11 with low temperature error.
⚠️ Problem Description
Zone 2 NWD Will not heat up. 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 16, 1:23 PM
Case Number: 00568772
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 16, 2:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Feb 16, 3:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 18, 10:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-18T18:00:00.000+0000
🔧
Status: Tech On Site by Zachary Stieben Feb 18, 12:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 26m
⚠️
▶
2 Status: Incomplete Feb 18, 1:38 PM
Status: Incomplete → Parts Requested
📦
Parts Requested
Order: 00090626
Status: Closed
🚗
▶
2 Travel Added Feb 18, 6:12 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.1666666666667
⏳ 2.7 business days
✔️
▶
2 Status: Completed Feb 20, 9:38 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 23, 6:18 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 8h
📨
▶
2 Status: Invoice Pending Feb 24, 2:26 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 94.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254787

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00568772
Closed
📦
Parts Order 00090626
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Feb 18, 1:00 PM
Created
Feb 16, 2:57 PM
Invoice #
SM-254787

Work Details (3)

Name Type Status Qty Amount Date
WL-03110980 Travel Open 60 $110.00 Feb 18, 6:12 PM
WL-03110990 Labor Open 1.1666666666667 $0.00 Feb 18, 6:14 PM
WL-03110991 Labor Open 1 $110.00 Feb 18, 6:14 PM

Details