Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352645 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Main Street Urgent Care — 363 S Main St, Ste 110, Orange CA, 92868-3813

Feb 18, 2026 → Feb 25, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 24, 2026
🕐 Clock stopped: Completed (Feb 25)
✗ SLA Missed
Dispatch 0.0d
Coordinators 5.4d
Field Work 1.2d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.4 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
1.3 days
Over SLA
Created: Feb 18, 2026 Due: Feb 25, 2026 Completed: Feb 25, 2026 (on time)
📅
5.1 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
3.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Feb 24, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00569763
Repair
Closed
Zone 1 WD/incorrect date/screen freezes ADDITIONAL NOTES Order is shipping UPS 2nd Day Air. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Janan Ihmud
Owner
Sherry Reich
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352645 (current) Invoiced
Repair • Omar Serrano
Created: Feb 18, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 3.4 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
1.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-19 Mburris called site set with Janan 2-23 2:30pm

02/18/2026 SRobinson-

Order No: 756467


Customer PO No: SR1540864


Customer: Midmark No Charge


Service Request NO: 1540864


Ship To Name: Main Street Urgent Care


Ship To Address: 363 S Main St Ste 110   


Ship To City/State: Orange, CA 92868-3813


Waybill (Tracking #): 1ZE444250271968180


Carrier: UPS-Air-2nd Day Air


The following items have shipped from Midmark Corporation on: 18-FEB-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY


LINE NO: 3.1 QTY: 1 ITEM: 002-10884-00 SERIAL #: DESCRIPTION: M11-05X DISPLAY ASSEMBLY


LINE NO: 5.1 QTY: 1 ITEM: 002-10909-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X CONNECTIVITY MODULE


LINE NO: 7.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259046077828 DESCRIPTION: ARS LABEL, ST RT 47 WEST


2/18/26 SReich - Spoke to Janan, gave her the WO # and told them someone would be reaching out to schedule.  

🔧 Work Performed
Upon arriving on site checked in with intake staff and informed them I was looking for POC. Once she meet me in the front lobby I was escorted to unit that was currently finishing up a cycle. Customer did direct me to screen in order to see how unit was not letting time move forward. Once safe to handle unit began by removing side panels and top panel. This allowed me access to remove display and connectivity module. Also replaced main pcb on unit and once powered on ensured to input all information as indicated in instructions. Time and date displayed and test cycle ran with time moving forward. Customer later called to inform me that once move and powered off unit did not show correct time told them i would return next day. 2/24 arrived on site and was escorted to unit, when looking at unit did in fact notice time was ahead by 8 hours. Removed power and disconnected all pcbs and removed display to ensure i had made correct connections. Once powered back on ensured to flip dip switch 5 and re input info. Once unit returned to home screen time was correct again. I then removed power to unit and waited 30 seconds before plugging power back to unit. Once powered on unit in fact had time wrong by 8 hours. Called midmark and after tech support speaking with engineer they determined new unit would be sent. Informed customer and left unit with correct time but did inform them not to remove power for the time being.
🔍 Technician Findings
Customer states unit not functioning
⚠️ Problem Description
Zone 1 WD/incorrect date/screen freezes ADDITIONAL NOTES Order is shipping UPS 2nd Day Air. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. 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, 1:25 PM
Case Number: 00569763
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 18, 3:13 PM
Work Order Created → 7x Parts Added → Status: Ready for Scheduling
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: -1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
4 Technician Assigned Feb 19, 2:39 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 21m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-23T22:30:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
⏳ 3.0 business days
🔧
Status: Tech On Site by Omar Serrano Feb 23, 5:49 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
📅
▶
2 Dispatch Scheduled Feb 24, 1:56 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Omar Serrano
From: Tech On Site
To: Scheduled
Duration in Previous: 8h 7m
🔧
Status: Tech On Site by Omar Serrano Feb 24, 10:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 24m
⏱️
▶
2 11x Labor Added Feb 25, 12:09 AM
11x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 48m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 27, 4:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Mar 2, 4:45 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-255387

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.3 business hours
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00569763
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Feb 24, 5:30 PM
Created
Feb 18, 3:13 PM
Invoice #
SM-255387

Work Details (18)

Name Type Status Qty Amount Date
WL-03110640 Parts Open -1 $0.00 Feb 18, 3:13 PM
WL-03110641 Parts Open 1 $0.00 Feb 18, 3:13 PM
WL-03110642 Parts Open 1 $0.00 Feb 18, 3:13 PM
WL-03110643 Parts Open 1 $0.00 Feb 18, 3:13 PM
WL-03110644 Parts Open -1 $0.00 Feb 18, 3:13 PM
WL-03110645 Parts Open 1 $0.00 Feb 18, 3:13 PM
WL-03110646 Parts Open -1 $0.00 Feb 18, 3:13 PM
WL-03119008 Labor Open 1 $0.00 Feb 25, 12:09 AM
WL-03119009 Travel Open 34 $0.00 Feb 25, 12:09 AM
WL-03119010 Labor Open 2.75 $302.50 Feb 25, 12:09 AM
WL-03119011 Labor Open 1.25 $137.50 Feb 25, 12:09 AM
WL-03119012 Travel Open 34 $0.00 Feb 25, 12:09 AM
WL-03119013 Labor Open 1.5 $0.00 Feb 25, 12:09 AM
WL-03119014 Labor Open 1.5 $0.00 Feb 25, 12:09 AM
WL-03119015 Expenses Open 1 $0.00 Feb 25, 12:09 AM
WL-03119016 Travel Open 50 $110.00 Feb 25, 12:09 AM
WL-03119017 Labor Open 1.5 $0.00 Feb 25, 12:09 AM
WL-03119018 Travel Open 34 $110.00 Feb 25, 12:09 AM

Details