Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352629 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Williamston Animal Clinic — 1470 E Grand River Rd, Williamston MI, 48895

Feb 18, 2026 → Feb 20, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 24, 2026
🕐 Clock stopped: Completed (Feb 20)
✓ SLA Met (4d early)
Dispatch 0.0d
Coordinators 2.6d
Field Work 0.2d
Billing 1.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.6 days
Over SLA
Field Work
0.2 days
Billing
1.1 days
Over SLA
Created: Feb 18, 2026 Due: Feb 24, 2026 Completed: Feb 20, 2026 (4 days early)
📅
2.6 days Total Age
⏱️
2.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
1.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00569720
Repair
Closed
Zone 2 NWD - Unusual Smell 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
Nathan Harris
Owner
Jessica Sells
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352629 (current) Invoiced
Repair • Mike Huffman
Created: Feb 18, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 2.5 days stuck in "Scheduled"
⏱️
Total Delay 1.6 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d 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

2/18/2026 CRamen spoke with Abby and scheduled for Friday 2/20/2026 with tech arrival between 9-10am


2/18/2026jsells

spoke with Nathan, and I gave him the work order number and let him know that someone would be calling him to schedule the onsite visit

🔧 Work Performed
02/20/2026 Mike Huffman. Removed the covers, unit has 5113 cycles completed. I started an Unwrapped cycle. No water leaks and no unusual smell. The staff on site advised they smelled electrical smell. Called Midmark, provided SR 1540754 spoke to Danna. She sees no history on unit and it is 11 years old. The unwrapped cycle completed with no errors. I drained the water turned unit on side and examined the thermostat wires and heating element wires. No browning or corrosion found. Reassembled the Ultraclave. Completed the Service Request Authorization and obtained customer signature.
🔍 Technician Findings
Onsite contact smells electrical smell.
⚠️ Problem Description
Zone 2 NWD - Unusual Smell 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 M9 (Series) (-001 thru -042) Self Contained Steam Sterilizer

Timeline

📞
Case Linked Feb 18, 12:23 PM
Case Number: 00569720
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 18, 2:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 18, 3:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 44m
🗓️
▶
2 Status: Scheduled Feb 18, 3:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-20T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Feb 20, 8:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 16h
⏱️
▶
3 3x Labor Added Feb 20, 9:12 AM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site
To: Completed
Duration in Previous: 1h 11m
🏁
Status: Closed by MICHAEL HUFFMAN
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 23, 6:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 8h
📨
▶
3 Status: Invoice Pending Feb 24, 2:28 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-254788

Bottlenecks

Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.8 business hours
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 00569720
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Mike Huffman
Scheduled
Feb 20, 9:00 AM
Created
Feb 18, 2:15 PM
Invoice #
SM-254788

Work Details (3)

Name Type Status Qty Amount Date
WL-03113523 Labor Open 2.5 $0.00 Feb 20, 9:12 AM
WL-03113524 Labor Open 1 $110.00 Feb 20, 9:12 AM
WL-03113525 Travel Open 130 $110.00 Feb 20, 9:12 AM

Details