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WO-01304432 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Garden State Vet Specialists — 1200 US Highway 9 N, Woodbridge NJ, 07095-1319

Sep 15, 2025 → Sep 29, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 19, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 29, 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
⏸6d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 15 → Sep 23, 2025
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 29, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Sep 15, 2025 Completed: Sep 29, 2025
Business Days Used 4 / 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 23 Awaiting Parts - Customer ⏸ Paused 6 —
Sep 23 → Sep 24 Ready for Scheduling ▶ Running 1 1 / 4
Sep 24 → Sep 24 Assigned ▶ Running 0 1 / 4
Sep 24 → Sep 29 Scheduled ▶ Running 3 4 / 4
Sep 29 → Sep 29 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 6.6d
Coordinators 5.7d
Field Work 0.0d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.6 days
Coordinators
5.7 days
Over SLA
Field Work
0.0 days
Billing
0.1 days
Created: Sep 15, 2025 Due: Oct 1, 2025 Completed: Sep 29, 2025 (2 days early)
📅
10.7 days Total Age
⏱️
6.6d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
3.7d 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 #00527176
Midmark Service Request Dispatch Authorization - WO-00104915
Closed
Zone 1 WD Scaler Pressure issues Available Sunday – Thursday. 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
Lada Popovych
Owner
Jessica Sells
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304432 (current) Invoiced
Repair • Pete Ramos
Created: Sep 15, 2025 • Closed: Sep 29, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 6.6 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 3.7 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
1.5d / 1.0d SLA
Awaiting Parts - Customer
6.6d
Assigned
0.2d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
WO Correction Needed
0.1d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/30 NSuarez SRA needs to be filled out.

9/24/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250375151687

The status of your package has changed.


Exception Reason: We've incorrectly sorted this package which may cause a delay.

9/24 KSmith -- Scheduled for 9/29 with Lada

Please advise your technician to ask for Lada at the front desk area and they will meet him there .


9/24 KSmith -- Sent email to schedule for Monday

09/24/2025 JRolston - Per UPS, ETA on wb 1ZE444250375151687 is Thursday, 9/25. Updated work order accordingly. 


09/23/2025 JRolston - Per email from Midmark, part has shipped on UPW wb 1ZE444250375151687. No ETA as of yet. (UPS-Parcel-Ground)


9/22 KSmith -- Per Midmark, "Looks like this was a miss on our end- the order was never submitted.

I did submit the order now. Order number is 727885.

 

I will contact CX and see if they can rush ship this. "

9/22 KSmith -- Followed up with Midmark regarding parts

9/17 KSmith -- Awaiting parts from Midmark

9/15/2025jsells

spoke with Lada, and I gave her the wo # and told her a coordinator would call her to schedule the visit

🔧 Work Performed
Tech replaced the solenoid from the unit. Checked all functions and it working properly
🔍 Technician Findings
Tech found the break on tripping
⚠️ Problem Description
Zone 1 WD Scaler Pressure issues Available Sunday – Thursday. 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 15, 11:19 AM
Case Number: 00527176
Subject: Midmark Service Request Dispatch Authorization - WO-00104915
Status: Closed
📋
Work Order Created Sep 15, 2:36 PM
Work Order: WO-01304432
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 15, 2:56 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 20m
👷
▶
2 Technician Assigned Sep 15, 3:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 38m, 0m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by John Rolston Sep 23, 4:27 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 8d 0h
👷
▶
2 Technician Assigned Sep 24, 8:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 18m
🗓️
▶
2 Status: Scheduled Sep 24, 10:32 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-29T13:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Pete Ramos Sep 29, 3:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 5h
⏱️
▶
2 3x Labor Added Sep 29, 3:52 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5m, 0m
✏️
Status: WO Correction Needed by Nancy Suarez Sep 30, 12:49 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 20h 55m
🏁
Status: Closed by Pete Ramos Sep 30, 1:44 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 55m
📄
▶
2 Status: Ready to Bill Oct 1, 12:25 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 6, 8:21 AM
Invoice Number: SM-242545

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
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 4.1 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

📞
Case 00527176
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Sep 29, 9:00 AM
Created
Sep 15, 2:36 PM
Invoice #
SM-242545

Work Details (3)

Name Type Status Qty Amount Date
WL-02953281 Labor Open 1 $0.00 Sep 29, 3:52 PM
WL-02953282 Labor Open 1 $110.00 Sep 29, 3:52 PM
WL-02953283 Travel Open 41 $110.00 Sep 29, 3:52 PM

Details