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WO-01303529 ↗ ServiceMax

MIDMARK • Repair • P4

📍 CityVet — 520 E Colfax Ave, Denver CO, 80203

Sep 10, 2025 → Sep 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 16, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Sep 23, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 10 → Sep 16, 2025
4 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 23, 2025
5 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Sep 10, 2025 Tech Off Site: Sep 23, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 4
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0 / 4
Sep 10 → Sep 10 Assigned ▶ Running 0 0 / 4
Sep 10 → Sep 16 Awaiting Parts - Customer ⏸ Paused 4 —
Sep 16 → Sep 16 Assigned ▶ Running 0 0 / 4
Sep 16 → Sep 23 Scheduled ▶ Running 5 5 / 4
Sep 23 → Sep 23 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Material Management 4.7d
Coordinators 6.5d
Field Work 2.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.7 days
Coordinators
6.5 days
Over SLA
Field Work
2.2 days
Over SLA
Billing
0.0 days
Created: Sep 10, 2025 Due: Sep 23, 2025 Completed: Sep 25, 2025 (1 days late)
📅
12.0 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
6.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525742
Midmark Service Request Dispatch Authorization - WO-00102779
Closed
Zone 1 Imaging/X-Ray Dispatch. Parking in the back parking lot off Pearl St. 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 3. Thank you! SCRATCHED DENTED BROKEN HAND SWITCH ASSY REPLACE DEFECTIVE Ship Exchanged Open 725343 002-11260-00 1.00000 All x-ray WOs: Mandatory documents: FDA 2579 Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kennedy Casados
Owner
Sherry Reich
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303529 (current) Invoiced
Repair • Jason Morris
Created: Sep 10, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 6.2 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
0.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
4.7d
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
2.2d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09-23 JMorris: Unable to close out until all expenses are accounted for on Thursday.

9/23 KKelch called Kennedy to let her know that the tech was delayed on his last job and should be to her in the next hour. 

9/16 KKelch Jenny from Midmack called me to transfer Kennedy to schedule for 9/23 between 12 and 1 pm. Customer confirmed. She reported no PPE, credentialing or background check required. 

09/11/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250375396020

9/10/25 SReich - Sending an email due to the time difference.

🔧 Work Performed
Replaced hand switch. Tested the switch and verified working.
🔍 Technician Findings
Hand switch not operating.
⚠️ Problem Description
Zone 1 Imaging/X-Ray Dispatch. Parking in the back parking lot off Pearl St. 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 3. Thank you! SCRATCHED DENTED BROKEN HAND SWITCH ASSY REPLACE DEFECTIVE Ship Exchanged Open 725343 002-11260-00 1.00000 All x-ray WOs: Mandatory documents: FDA 2579 Form
📄 Description
Midmark Progeny VetPro Wall Mount x-ray system. (P7015, P7015V-P, DCV5, P7016, DCV6, P7017, DCV7, DCD7, P7018, DCV8)

Timeline

📞
Case Linked Sep 9, 2:50 PM
Case Number: 00525742
Subject: Midmark Service Request Dispatch Authorization - WO-00102779
Status: Closed
📋
▶
2 Work Order Created Sep 10, 9:05 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Sep 10, 2:06 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 58m
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⚠️ 5.0 business days
👷
▶
3 Status: Assigned Sep 16, 12:42 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Jason Morris
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-23T19:00:00.000+0000
⏳ 3.0 business days
💵
3x Expenses Added Sep 18, 3:44 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Jason Morris Sep 23, 6:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 5h
🚗
4x Travel Added Sep 23, 6:18 PM
Type: Travel, Expenses, Labor
Status: Open
Qty: 9, 1, 0.75, 0.5
🚗
Status: Tech Off Site by Jason Morris Sep 23, 6:26 PM
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 25m, 0m
⏱️
2x Labor Added Sep 23, 7:36 PM
Type: Labor, Travel
Status: Open
Qty: 1, 4
⏳ 2.5 business days
💵
Expenses Added Sep 25, 4:35 PM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Sep 25, 4:45 PM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Jason Morris Sep 25, 7:15 PM
From: Completed
To: Closed
Duration in Previous: 2d 0h
⏳ 2.6 business days
📄
▶
2 Status: Ready to Bill Sep 29, 10:57 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, 9:29 PM
Invoice Number: SM-242284

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Completed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00525742
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Sep 23, 3:00 PM
Created
Sep 10, 9:05 AM
Invoice #
SM-242284

Work Details (12)

Name Type Status Qty Amount Date
WL-02941085 Expenses Open 1 $0.00 Sep 18, 3:44 PM
WL-02941084 Expenses Open 1 $0.00 Sep 18, 3:44 PM
WL-02941083 Expenses Open 1 $0.00 Sep 18, 3:44 PM
WL-02946476 Travel Open 9 $110.00 Sep 23, 6:18 PM
WL-02946477 Expenses Open 1 $0.00 Sep 23, 6:18 PM
WL-02946474 Labor Open 0.75 $0.00 Sep 23, 6:18 PM
WL-02946475 Labor Open 0.5 $55.00 Sep 23, 6:18 PM
WL-02946651 Labor Open 1 $0.00 Sep 23, 7:36 PM
WL-02946652 Travel Open 4 $0.00 Sep 23, 7:36 PM
WL-02949453 Expenses Open 1 $0.00 Sep 25, 4:35 PM
WL-02949468 Expenses Open 1 $0.00 Sep 25, 4:45 PM
WL-02949471 Expenses Open 1 $0.00 Sep 25, 4:47 PM

Details