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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352631 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Precision Orthopedics & Sports Med — 3169 Braverton St, Ste 200, Edgewater MD, 21037

Feb 18, 2026 → Feb 25, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 24, 2026
🕐 Clock stopped: Completed (Feb 26)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 2.5d
Coordinators 4.3d
Field Work 1.5d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.5 days
Coordinators
4.3 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
1.3 days
Over SLA
Created: Feb 18, 2026 Due: Feb 27, 2026 Completed: Feb 26, 2026 (1 days early)
📅
6.1 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
2.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569724
Repair
Closed
Zone 2 WD Low pressure errors. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Tyler Alves
Owner
Jessica Sells
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352631 (current) Invoiced
Repair • Michael Harris
Created: Feb 18, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 2.8 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
Awaiting Parts - Customer
2.5d
Assigned
0.2d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20 MOwens Called and spoke to Tyler Alves. I told her the part from Midmark will deliver on 2/23. She will have the part ready for when the tech goes onsite for the repair visit. She asked to schedule the repair visit on 2/25. I told her the arrival will be between 10-11am.

2/20/26 lcoonrod

Your shipment 1ZE444250371345458 Estimated delivery Monday, February 23, between 9:00 A.M. - 12:00 P.M. Order No: 756436 Customer PO No: SR1540776 Customer: Midmark No Charge Service Request NO: 1540776 Ship To Name: Precision Orthopedics & Sports Med Ship To Address: 3169 Braverton St Ste 200 Ship To City/State: Edgewater, MD 21037-2679 Waybill (Tracking #): 1ZE444250371345458 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 19-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10904-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X AIR VALVE MANIFOLD, 120V


2/18/2026jsells

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

🔧 Work Performed
the air valve was replaced. the autoclave was electrically and functionally tested.
🔍 Technician Findings
unit is erroring out low pressure
⚠️ Problem Description
Zone 2 WD Low pressure errors. 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 18, 12:25 PM
Case Number: 00569724
Subject: Repair
Status: Closed
📋
2 Work Order Created Feb 18, 2:23 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, 2:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 30m
3.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 20, 8:22 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 17h
👷
2 Status: Assigned Feb 20, 8:57 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
📅
2 Dispatch Scheduled Feb 20, 10:25 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1h 28m
4.0 business days
🔧
Status: Tech On Site by Michael Harris Feb 25, 10:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏱️
8x Labor Added Feb 25, 10:32 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.7, 2.5, 1.9333333333333, 84
✔️
2 Status: Completed Feb 25, 10:52 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Michael Harris
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 4:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 32m
📨
Status: Invoice Pending by Nancy Suarez Feb 27, 2:12 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 21h 44m, 0m
1.0 business days
🧾
Invoice Created Mar 1, 10:16 PM
Invoice Number: SM-255214

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00569724
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Feb 25, 10:30 AM
Created
Feb 18, 2:23 PM
Invoice #
SM-255214

Work Details (8)

Name Type Status Qty Amount Date
WL-03120545 Labor Open 1.7 $0.00 Feb 25, 10:32 PM
WL-03120546 Labor Open 2.5 $275.00 Feb 25, 10:32 PM
WL-03120547 Labor Open 1.9333333333333 $0.00 Feb 25, 10:32 PM
WL-03120548 Travel Open 84 $110.00 Feb 25, 10:32 PM
WL-03120549 Travel Open 84 $0.00 Feb 25, 10:32 PM
WL-03120550 Expenses Open 1 $0.00 Feb 25, 10:32 PM
WL-03120551 Expenses Open 1 $0.00 Feb 25, 10:32 PM
WL-03120552 Expenses Open 1 $0.00 Feb 25, 10:32 PM

Details