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WO-01300181 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Pine Woods Animal Hospital — 570 E Robinson St, North Tonawanda NY, 14120

Aug 28, 2025 → Sep 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 25, 2025
✓ SLA Met
Active: 5 biz days
Paused: 14 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Aug 28 → Sep 2, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 2 of ? biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 2 → Sep 22, 2025
14 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 23 → Sep 25, 2025
2 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Aug 28, 2025 Completed: Sep 25, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → Aug 28 L2 Screening ▶ Running 0 0
Aug 28 → Sep 2 Ready for Scheduling ▶ Running 2 2
Sep 2 → Sep 2 Assigned ▶ Running 0 2
Sep 2 → Sep 22 Awaiting Parts - Customer ⏸ Paused 14 —
Sep 22 → Sep 23 Reschedule ▶ Running 1 3
Sep 23 → Sep 25 Scheduled ▶ Running 2 5
Sep 25 → Sep 25 Tech On Site ▶ Running 0 5
Dispatch 0.0d
Material Management 14.9d
Coordinators 7.6d
Field Work 0.7d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
14.9 days
Coordinators
7.6 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Aug 28, 2025 Due: Sep 25, 2025 Completed: Sep 25, 2025 (on time)
📅
19.8 days Total Age
⏱️
14.9d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00522859
Vet Order - Pine Woods Animal Hospital - North Tonawanda, NY - Quote #8653356
Closed
This installation is for Darek Kirkpatrick. VI-USA DENTAL IMAGING INSTALLATION, USA 1 0.01 0.01 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVMG0X/H/S2 Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 SENSOR Serial Number: Scheduled Ship Date: 9/4/25 Sales Order #: 8653353 Customer PO #: 4603187652 All Midmark Progeny WOs: Mandatory documents: FDA 2579 Form Signed OM Form
Priority
High
Origin
Email
Reason
New Case
Contact
Wendy Kelly
Owner
Kimberly Hardison
Created
Aug 28, 2025
Work Orders from this Case (1)
WO-01300181 (current) Invoiced
Installation • Darek Kirkpatrick
Created: Aug 28, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 14.9 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 4.3 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
L2 Screening
0.0d / 1.0d SLA
Ready for Scheduling
2.8d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
14.9d
Reschedule
1.8d / 2.0d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9/23 KSmith -- Scheduled for Thursday with Wendy. Requested 1130am, could possibly come a little earlier she advised

9/22 KSmith -- Sent email to schedule for Thursday

9/22 KSmith -- Unit tracking, 606400443

9/22 KSmith -- Followed up with Midmark to see if the unit shipped last week and get tracking information if so

9/16 KSmith -- Per Midmark, unit is scheduled to ship tomorrow

9/15 KSmith -- Followed up with Midmark to see if unit shipped last week

9/9 KSmith -- Per Midmark, "Unfortunately, there was an error on our end, and this did not get booked. However, we have sent this to our Operations team as a hot rush to get this booked and shipped out as soon as we can for you."

9/8 KSmith -- Followed up with Midmark to verify unit shipped last week and get tracking information

9/2 KSmith -- Unit is scheduled to ship on 9/4

🔧 Work Performed
INSTALLATION OF MOBILE X-RAY UNIT SN V2862160
🔍 Technician Findings
INSTALLATION OF MOBILE X-RAY UNIT SN V2862160
⚠️ Problem Description
This installation is for Darek Kirkpatrick. VI-USA DENTAL IMAGING INSTALLATION, USA 1 0.01 0.01 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVMG0X/H/S2 Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 SENSOR Serial Number: Scheduled Ship Date: 9/4/25 Sales Order #: 8653353 Customer PO #: 4603187652 All Midmark Progeny WOs: Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Aug 28, 10:31 AM
Case Number: 00522859
Subject: Vet Order - Pine Woods Animal Hospital - North Tonawanda, NY - Quote #8653356
Status: Closed
📋
▶
2 Work Order Created Aug 28, 1:14 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Dave Creditt Aug 28, 1:32 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 16m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Sep 2, 12:26 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 22h
👤
Status: Awaiting Parts - Customer by Kourtney Smith
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
🚨 15.0 business days
🔄
Status: Reschedule by Kourtney Smith Sep 22, 1:22 PM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 20d 0h
🗓️
▶
2 Status: Scheduled Sep 23, 8:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-25T15:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 2x Labor Added Sep 25, 10:34 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Darek Kirkpatrick
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 2h
⏱️
▶
2 Labor Added Sep 25, 1:00 PM
Labor Added → Status: Completed
✔️
Status: Completed by Darek Kirkpatrick
From: Tech On Site
To: Completed
Duration in Previous: 2h 25m
⏱️
▶
2 2x Labor Added Sep 25, 4:00 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Darek Kirkpatrick
From: Completed
To: Closed
Duration in Previous: 3h 1m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Sep 29, 9:19 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.0 business days
🧾
Invoice Created Sep 30, 9:30 PM
Invoice Number: SM-242261

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00522859
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Sep 25, 11:00 AM
Created
Aug 28, 1:14 PM
Invoice #
SM-242261

Work Details (5)

Name Type Status Qty Amount Date
WL-02948958 Labor Open 2.75 $302.50 Sep 25, 10:34 AM
WL-02948959 Travel Open 159 $0.00 Sep 25, 10:34 AM
WL-02949144 Labor Open 2.4166666666667 $275.00 Sep 25, 1:00 PM
WL-02949418 Labor Open 2.75 $302.50 Sep 25, 4:00 PM
WL-02949419 Travel Open 159 $0.00 Sep 25, 4:00 PM

Details