Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304428 ↗ ServiceMax

MIDMARK • Repair • P4

📍 BAYOU CITY VETERINARY HOSPITAL — 4720 Washington Ave Ste D, Houston TX, 77007

Sep 15, 2025 → Sep 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 19, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Sep 19, 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 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)
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 19, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Sep 15, 2025 Tech Off Site: Sep 19, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (8 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 Assigned ▶ Running 0 0 / 4
Sep 15 → Sep 16 Awaiting Parts - Customer ⏸ Paused 1 —
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0 / 4
Sep 16 → Sep 16 Assigned ▶ Running 0 0 / 4
Sep 16 → Sep 19 Scheduled ▶ Running 3 3 / 4
Sep 19 → Sep 19 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 1.6d
Coordinators 4.1d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.6 days
Coordinators
4.1 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Sep 15, 2025 Due: Sep 23, 2025 Completed: Sep 19, 2025 (4 days early)
📅
4.7 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
2.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 #00527164
Midmark Service Request Dispatch Authorization - WO-00104913
Closed
Zone 1 Dispatch Type Repair Email yvettec@bayoucityvets.com PROBLEM SUMMARY NWD door not opening Ref SR 1443714 ADDITIONAL NOTES Please contact mobile number. 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 1. Thank you! Ship Exchanged Open 726394 002-0790-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Yvette Carnot
Owner
Kimberly Hardison
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304428 (current) Invoiced
Repair • Arturo Diaz
Created: Sep 15, 2025 • Closed: Sep 19, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 2.5 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.6d
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/16 KKelch called Yvette to schedule for 9/19 between 9 and 10 am. Customer confirmed. 

9/16/2025jsells

Ship To Name: Bayou City Veterinary Hospital Ship To Address: 4720 Washington Ave Ste D Ship To City/State: HOUSTON, TX 77007 Waybill (Tracking #): 1ZE444250374813544 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 15-SEP-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V


9/15 KHardison, Spoke to Kayla regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
Diaz- investigated reported issue, “door not opening”- confirmed reported issue- received shipped replacement part- installed replacement door motor- tested for proper functionality- equipment restored and returned to service
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email yvettec@bayoucityvets.com PROBLEM SUMMARY NWD door not opening Ref SR 1443714 ADDITIONAL NOTES Please contact mobile number. 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 1. Thank you! Ship Exchanged Open 726394 002-0790-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Sep 15, 11:06 AM
Case Number: 00527164
Subject: Midmark Service Request Dispatch Authorization - WO-00104913
Status: Closed
📋
▶
2 Work Order Created Sep 15, 2:26 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Sep 15, 2:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 20m
📅
Status: Ready for Scheduling by Jessica Sells Sep 16, 9:10 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 18h 19m
👷
▶
4 Technician Assigned Sep 16, 9:57 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-19T14:00:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Sep 19, 9:59 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 25
⏱️
Labor Added Sep 19, 11:03 AM
Type: Labor
Status: Open
Qty: 1.5
⏱️
Labor Added Sep 19, 1:12 PM
Type: Labor
Status: Open
Qty: 0.5
🚗
▶
2 Status: Tech Off Site Sep 19, 3:42 PM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Sep 22, 1:28 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 15.0 business days
🧾
Invoice Created Oct 10, 12:42 PM
Invoice Number: SM-241708

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours

🔗 Related Artifacts

📞
Case 00527164
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Arturo Diaz
Scheduled
Sep 19, 10:00 AM
Created
Sep 15, 2:26 PM
Invoice #
SM-241708

Work Details (5)

Name Type Status Qty Amount Date
WL-02942169 Labor Open 1.5 $0.00 Sep 19, 10:01 AM
WL-02942170 Travel Open 25 $110.00 Sep 19, 10:01 AM
WL-02942171 Travel Open 25 $0.00 Sep 19, 10:01 AM
WL-02942256 Labor Open 1.5 $165.00 Sep 19, 11:03 AM
WL-02942479 Labor Open 0.5 $0.00 Sep 19, 1:12 PM

Details