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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304291 ↗ ServiceMax

MIDMARK • Repair • P4

📍 New Hope Animal Hospital — 4807 S New Hope Rd, Belmont NC, 28012-8755

Sep 15, 2025 → Sep 22, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 19, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 22, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 15 → Sep 15, 2025
0 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 15 → Sep 16, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 22, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Sep 15, 2025 Completed: Sep 22, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0 / 4
Sep 15 → Sep 15 Ready for Scheduling ▶ Running 0 0 / 4
Sep 15 → Sep 15 Awaiting Parts - Customer ⏸ Paused 0 —
Sep 15 → Sep 15 Assigned ▶ Running 0 0 / 4
Sep 15 → Sep 16 Awaiting Parts - Customer ⏸ Paused 1 —
Sep 16 → Sep 17 Ready for Scheduling ▶ Running 1 1 / 4
Sep 17 → Sep 17 Assigned ▶ Running 0 1 / 4
Sep 17 → Sep 22 Scheduled ▶ Running 3 4 / 4
Sep 22 → Sep 22 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 1.6d
Coordinators 6.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.6 days
Coordinators
6.7 days
Over SLA
Billing
0.0 days
Created: Sep 15, 2025 Due: Sep 23, 2025 Completed: Sep 22, 2025 (1 days early)
📅
6.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
4.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526959
Midmark Service Request Dispatch Authorization - WO-00104616
Closed
Travel Zone 2 Dispatch Type Repair PROBLEM SUMMARY EW Water leaks **Run with SR 1455314** ADDITIONAL NOTES **Run with SR 1455314.** For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. PCR CODES Problem Cause Resolution WATER LEAKS UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Moore
Owner
John Rolston
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304291 (current) Invoiced
Repair • Eric Colon
Created: Sep 15, 2025 • Closed: Sep 22, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.2 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
2.6d / 1.0d SLA
Awaiting Parts - Customer
1.6d
Assigned
0.1d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/17 MOwens Called and spoke to Michelle. Offered first available day on 9/22 in the morning for the service visit. She said that will be fine for her.

9/16 KHardison: Updated due date.

1ZE444250375060669

Estimated delivery

Tomorrow, September 17 between 12:15 P.M. - 4:15 P.M.

LINE NO: 1.1 QTY: 1 ITEM: 117698 SERIAL #: DESCRIPTION: CHECK VALVE K

**Run with SR 1455314**


09/15/2025 JRolston - Called site to reach site POC, Michelle Moore @ (704)874-1802. Left detailed message with Malena / Practice Manager, advising her that WO has been received, and will receive call from coordinators to schedule accordingly once shipped parts ETA has been confirmed.

🔧 Work Performed
9/22/25- EColon- Arrived on-site, checked in with front desk and received parts. Tested unit for leaks. Found water bottle toggle to be leaking, replaced check valve and tested for leak. Leak no longer present. Function tested unit. Unit fully functional.
🔍 Technician Findings
water bottle toggle leaking
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair PROBLEM SUMMARY EW Water leaks **Run with SR 1455314** ADDITIONAL NOTES **Run with SR 1455314.** For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. PCR CODES Problem Cause Resolution WATER LEAKS UM UNDETERMINED DIAGNOSING PRODUCT
📄 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 12, 5:42 PM
Case Number: 00526959
Subject: Midmark Service Request Dispatch Authorization - WO-00104616
Status: Closed
⏳ 1.8 business days
📋
▶
2 Work Order Created Sep 15, 9:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👤
▶
2 Status: Awaiting Parts - Customer Sep 15, 2:47 PM
Status: Awaiting Parts - Customer → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Eric Colon
📅
Status: Ready for Scheduling by Kimberly Hardison Sep 16, 9:09 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 18h 21m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 17, 9:47 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
🗓️
▶
2 Status: Scheduled Sep 17, 10:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-22T14:00:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Sep 22, 5:53 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.5, 95
🔧
Status: Tech On Site by Eric Colon Sep 22, 6:07 PM
From: Scheduled, Tech On Site, Completed
To: Tech On Site, Completed, Closed
Duration in Previous: 5d 7h, 0m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Sep 24, 11:43 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Sep 26, 1:39 PM
Invoice Number: SM-241856

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00526959
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Sep 22, 10:00 AM
Created
Sep 15, 9:53 AM
Invoice #
SM-241856

Work Details (3)

Name Type Status Qty Amount Date
WL-02944968 Labor Open 2 $0.00 Sep 22, 5:53 PM
WL-02944969 Labor Open 1.5 $165.00 Sep 22, 5:53 PM
WL-02944970 Travel Open 95 $230.00 Sep 22, 5:53 PM

Details