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← WO Overview

WO-01352372 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Thornton Animal Hospital — 229 Columbus Pkwy, Opelika AL, 36801

Feb 17, 2026 → Feb 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 23, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
1d
▶ Clock Running
Status: Closed
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
1d
▶ Clock Running
Status: WO Correction Needed
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Closed
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 28, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
Created: Feb 17, 2026 Completed: Feb 28, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0 / 4
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 4
Feb 17 → Feb 17 Assigned ▶ Running 0 0 / 4
Feb 17 → Feb 24 Scheduled ▶ Running 5 5 / 4
Feb 24 → Feb 24 Completed ▶ Running 0 5 / 4
Feb 24 → Feb 24 Incomplete ▶ Running 0 5 / 4
Feb 24 → Feb 25 Closed ▶ Running 1 6 / 4
Feb 25 → Feb 26 WO Correction Needed ▶ Running 1 7 / 4
Feb 26 → Feb 26 Closed ▶ Running 0 7 / 4
Feb 26 → Feb 26 Reschedule ▶ Running 0 7 / 4
Feb 26 → Feb 28 Scheduled ▶ Running 1 8 / 4
Dispatch 0.0d
Coordinators 6.5d
Billing 2.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.5 days
Over SLA
Billing
2.7 days
Over SLA
Created: Feb 17, 2026 Due: Mar 4, 2026 Completed: Feb 28, 2026 (4 days early)
📅
8.7 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 23, 2026
Visit 2 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569194
Repair
Closed
Zone 2 NWD C983 items not sterile error 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
Critical
Origin
Web
Reason
New Case
Contact
Sandra Morgan
Owner
Jessica Sells
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352372 (current) Invoiced
Repair • Torre Gifford
Created: Feb 17, 2026 • Closed: Feb 27, 2026
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 4.8 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.4d / 2.0d SLA
Closed
3.0d / 1.0d SLA
WO Correction Needed
1.4d
Reschedule
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Ready to Bill
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/4/26 AJinerson - Customer Sandra Morgan reached out requesting documentation from our visit - sent chatter to ASM to please assist further.


2/26/26 AJinerson - Called and spoke with Annemarie and confirmed scheduling tech visit for tomorrow 2/27 with eta between 10am-12pm. 


2/26/26 AJinerson - Called Sandra back to see what their site hours are tomorrow if we are able to get tech back onsite. 

Site hours are from 730am-530pm tomorrow. I let her know we are confirming with our team and will call her back to confirm once scheduled on our end. 


2/26/26 AJinerson - Customer called and left VM regarding they have received the parts for this and ready to schedule, but WO is in WO correction. Checking w/ tech sup on how to proceed so we can schedul service for customer.


2/25/26 SReich

Your shipment

1ZE444250371534324

Estimated delivery

Tomorrow, February 26, between 9:00 A.M. - 12:00 P.M. 

Order No: 757394 Customer PO No: SR1536018 Customer: Thornton Animal Hospital Service Request NO: 1536018 Ship To Name: Thornton Animal Hospital Ship To Address: 229 Columbus Pkwy Ship To City/State: Opelika, AL 36801 Waybill (Tracking #): 1ZE444250371534324 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 24-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10017-00 SERIAL #: DESCRIPTION: Kit, M11 115V Manifold



2/17/26 AJinerson - Called site to schedule tech visit. Spoke with Ashley who said Sandra is out for the day but confirmed Ashley can schedule this service. 

Confirmed scheduling tech visit for Monday, 2/23 with arrival between 930am-1130am CST. 

POC onsite: Ashley/Sandra


2/17/2026jsells

spoke with Sandra, and I gave the work order number and let them know someone would be calling to schedule this visit

🔧 Work Performed
Inspected and cleaned all solenoids. Troubleshot with Midmark tech; inspected individual components functioning. 2/27 TG - Removes and replaced tri-block assembly and tubing. Tested autoclave for function.
🔍 Technician Findings
Ran cycle on arrival and received C983 error; Tri-block and solenoid assembly outdated based on serial #. Vent valve coupler broke off inside of stem assembly.
⚠️ Problem Description
Zone 2 NWD C983 items not sterile error 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 17, 11:35 AM
Case Number: 00569194
Subject: Repair
Status: Closed
📋
Work Order Created Feb 17, 1:03 PM
Work Order: WO-01352372
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 17, 1:09 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Status: Assigned Feb 17, 1:40 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Torre Gifford
🗓️
▶
2 Status: Scheduled Feb 17, 1:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-02-23T14:30:00.000+0000, 2026-02-23T13:00:00.000+0000
⚠️ 5.0 business days
⏱️
3x Labor Added Feb 23, 8:05 PM
Type: Labor, Travel
Status: Open
Qty: 2, 3, 87
✔️
Status: Completed by Torre Gifford Feb 23, 8:10 PM
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 6d 6h, 0m
🔩
Parts Added Feb 24, 4:54 PM
Type: Parts
Status: Open
Qty: 1
✏️
Status: WO Correction Needed by Nancy Suarez Feb 25, 3:35 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 19h
🏁
Status: Closed by Torre Gifford Feb 26, 1:17 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 21h 41m
🔄
Status: Reschedule by Abby Jinerson Feb 26, 1:37 PM
From: Closed
To: Reschedule
Duration in Previous: 20m
🗓️
▶
2 Status: Scheduled Feb 26, 2:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-27T15:00:00.000+0000
⏱️
3x Labor Added Feb 27, 1:50 PM
Type: Labor, Travel
Status: Open
Qty: 1.3333333333333, 3.1666666666667, 87
✔️
▶
2 Status: Completed Feb 27, 8:08 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Torre Gifford
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 1.5 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 2, 5:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
📨
▶
2 Status: Invoice Pending Mar 3, 12:29 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Mar 4, 10:39 AM
Invoice Number: SM-255465

Bottlenecks

Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours

🔗 Related Artifacts

📞
Case 00569194
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Torre Gifford
Scheduled
Feb 27, 10:00 AM
Created
Feb 17, 1:03 PM
Invoice #
SM-255465

Work Details (7)

Name Type Status Qty Amount Date
WL-03116896 Labor Open 2 $0.00 Feb 23, 8:05 PM
WL-03116897 Labor Open 3 $330.00 Feb 23, 8:05 PM
WL-03116898 Travel Open 87 $110.00 Feb 23, 8:05 PM
WL-03118242 Parts Open 1 $0.00 Feb 24, 4:54 PM
WL-03123479 Labor Open 1.3333333333333 $0.00 Feb 27, 1:50 PM
WL-03123480 Labor Open 3.1666666666667 $357.50 Feb 27, 1:50 PM
WL-03123481 Travel Open 87 $110.00 Feb 27, 1:50 PM

Details