Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304092 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Banfield Pet Hospital — 530 E BROMLEY LN, BRIGHTON CO, 80601-3298

Sep 12, 2025 → Sep 22, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 18, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 22, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 12 → Sep 15, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 16, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 22, 2025
4 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Sep 12, 2025 Completed: Sep 22, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0 / 4
Sep 12 → Sep 12 Ready for Scheduling ▶ Running 0 0 / 4
Sep 12 → Sep 12 Assigned ▶ Running 0 0 / 4
Sep 12 → Sep 15 Awaiting Parts - Customer ⏸ Paused 1 —
Sep 15 → Sep 16 Ready for Scheduling ▶ Running 1 1 / 4
Sep 16 → Sep 16 Assigned ▶ Running 0 1 / 4
Sep 16 → Sep 22 Scheduled ▶ Running 4 5 / 4
Sep 22 → Sep 22 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 6.6d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
6.6 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Sep 12, 2025 Due: Sep 22, 2025 Completed: Sep 22, 2025 (on time)
📅
7.0 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00526540
Midmark Service Request Dispatch Authorization - WO-00104062
Closed
Travel Zone 1 PROBLEM SUMMARY WD Scaler Issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2656559 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution SCALER HAND PIECE ISSUES TUBING FITTINGS CLOGGED DAMAGED KINKED REPAIR REPLACE PARTS Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 726009 002-1499-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Natasha Hernandez
Owner
Shelby Robinson
Created
Sep 11, 2025
Work Orders from this Case (1)
WO-01304092 (current) Invoiced
Repair • Andrew Przybyla
Created: Sep 12, 2025 • Closed: Sep 22, 2025
Completed with minor delays
Invoiced • 173 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 3.8 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
1.6d / 1.0d SLA
Awaiting Parts - Customer
2.0d
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/16 KKelch Natasha called me back to schedule for 9/22 between 2 and 3 pm. Customer confirmed. 

9/16 KKelch called Natasha to schedule for 9/22 between 2 and 3 pm. Left VM. 

9/15/25 CDempsey- waiting on tracking to be active.

9/15/2025jsells

Ship To Name: Banfield Pet Hospital Ship To Address: 530 E BROMLEY LN Ste 125 Ship To City/State: BRIGHTON, CO 80601-3298 Waybill (Tracking #): 1ZE444250375294596 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 15-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT


09/12/2025 SRobinson- called Natasha Hernandez, 1(720) 305-8435. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
Tech was handed the part that was sent to the customer, scaler tubing kit. Tech replaced the scaler tubing and function tested the dental unit. After function testing the unit, tech showed the POC. She was happy that the scaler is working again.
🔍 Technician Findings
Tech arrived on site and was told that the scaler was having issues.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD Scaler Issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2656559 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution SCALER HAND PIECE ISSUES TUBING FITTINGS CLOGGED DAMAGED KINKED REPAIR REPLACE PARTS Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 726009 002-1499-00 1.00000
📄 Description
Midmark VetPro 1000 (Series) Mobile Delivery System (8000-001, 8000-002, 8000-003, 8000-004, 8000-005, 8000-006,8000-006S, 8000-007, 8000-007S, 8000-008, 8000-008S)

Timeline

📞
Case Linked Sep 11, 3:35 PM
Case Number: 00526540
Subject: Midmark Service Request Dispatch Authorization - WO-00104062
Status: Closed
📋
▶
2 Work Order Created Sep 12, 9:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Sep 12, 9:41 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 27m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Sep 15, 3:41 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 5h
👷
▶
2 Technician Assigned Sep 16, 10:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 25m
🗓️
▶
2 Status: Scheduled Sep 16, 10:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-22T20:00:00.000+0000
⚠️ 5.0 business days
🚗
▶
2 2x Travel Added Sep 22, 3:24 PM
2x Travel Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
🔧
Status: Tech On Site by Andrew Przybyla Sep 22, 3:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 5h
🔩
Parts Added Sep 22, 4:00 PM
Type: Parts
Status: Open
Qty: 1
⏱️
2x Labor Added Sep 22, 4:11 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Andrew Przybyla Sep 22, 5:15 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 44m
🏁
Status: Closed by Andrew Przybyla Sep 22, 5:30 PM
From: Completed
To: Closed
Duration in Previous: 14m
📄
▶
2 Status: Ready to Bill Sep 23, 2:18 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Sep 26, 7:33 PM
Invoice Number: SM-241816

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00526540
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Sep 22, 4:00 PM
Created
Sep 12, 9:11 AM
Invoice #
SM-241816

Work Details (6)

Name Type Status Qty Amount Date
WL-02944727 Travel Open 18 $110.00 Sep 22, 3:24 PM
WL-02944728 Travel Open 41 $0.00 Sep 22, 3:24 PM
WL-02944729 Labor Open 1 $0.00 Sep 22, 3:27 PM
WL-02944781 Parts Open 1 $0.00 Sep 22, 4:00 PM
WL-02944801 Labor Open 1 $110.00 Sep 22, 4:11 PM
WL-02944802 Labor Open 1 $0.00 Sep 22, 4:11 PM

Details