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WO-01304023 ↗ ServiceMax

MIDMARK • Repair • P4

📍 MWI Animal Health — 2450 Mid Point Dr, Edwardsville KS, 66111

Sep 11, 2025 → Sep 23, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 17, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 23, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 11 → Sep 17, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 23, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Sep 11, 2025 Completed: Sep 23, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 11 → Sep 11 Created ▶ Running 0 0 / 4
Sep 11 → Sep 11 Ready for Scheduling ▶ Running 0 0 / 4
Sep 11 → Sep 11 Assigned ▶ Running 0 0 / 4
Sep 11 → Sep 17 Awaiting Parts - Customer ⏸ Paused 4 —
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0 / 4
Sep 17 → Sep 17 Assigned ▶ Running 0 0 / 4
Sep 17 → Sep 23 Scheduled ▶ Running 4 4 / 4
Sep 23 → Sep 23 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 3.6d
Coordinators 6.3d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Coordinators
6.3 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Sep 11, 2025 Due: Sep 25, 2025 Completed: Sep 23, 2025 (2 days early)
📅
8.5 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526406
Midmark Service Request Dispatch Authorization - WO-00103932
Closed
Zone 1 WD Dock Enhancement If Yovany is not available to schedule service, ask for Nhut Huynh to schedule. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Yovany Carteno
Owner
Jessica Sells
Created
Sep 11, 2025
Work Orders from this Case (3)
WO-01304021 Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 11, 2025 • Closed: Sep 23, 2025
WO-01304022 Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 11, 2025 • Closed: Sep 23, 2025
WO-01304023 (current) Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 11, 2025 • Closed: Sep 23, 2025
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 4.0 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
1.0d / 1.0d SLA
Awaiting Parts - Customer
3.6d
Assigned
0.2d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/17 KKelch per logged email from Cody- no background check is required and they will provide the orange vest with an escort while Thomas is on site. Email logged on WO-01304021

9/17 KKelch scheduled per logged email from Nhut, sent email response to confirm about background check/credentialing/PPE. Both emails logged on WO-01304021. Per Nhut, please check in at the front office and ask for Yovanny or Nhut in the return department

9/17 KKelch called Yovany to schedule for 9/23 between 9 and 10 am. Was transferred and asked to enter my mailbox number. Sent email. Call and email logged on WO-01304021

09/16/2025 SRobinson- Due date updated to match tracking. Arrival 09/18. 1ZE444250375664418


9/11/2025jsells

unable to reach customer via phone sending an email

🔧 Work Performed
installed upgraded instrument doc
🔍 Technician Findings
doc issue
⚠️ Problem Description
Zone 1 WD Dock Enhancement If Yovany is not available to schedule service, ask for Nhut Huynh to schedule. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Sep 11, 11:41 AM
Case Number: 00526406
Subject: Midmark Service Request Dispatch Authorization - WO-00103932
Status: Closed
📋
Work Order Created Sep 11, 3:46 PM
Work Order: WO-01304023
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 11, 3:52 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Sep 11, 4:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 10m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Sep 16, 8:51 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5d 4h
👷
▶
2 Technician Assigned Sep 17, 9:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12h 22m
🗓️
▶
2 Status: Scheduled Sep 17, 11:12 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-23T14:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Sep 23, 9:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
⏱️
▶
2 Labor Added Sep 23, 11:55 AM
Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 0m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Sep 24, 12:27 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Sep 27, 9:46 AM
Invoice Number: SM-241861

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00526406
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Sep 23, 10:00 AM
Created
Sep 11, 3:46 PM
Invoice #
SM-241861

Work Details (1)

Name Type Status Qty Amount Date
WL-02945783 Labor Open 0.5 $55.00 Sep 23, 11:55 AM

Details