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WO-01304491 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Cat Clinic of Lawrence PA — 1701 Massachusetts St,, LAWRENCE KS, 66044

Sep 16, 2025 → Sep 24, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 22, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ 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
1d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Reschedule
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 24, 2025
5 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Sep 16, 2025 Completed: Sep 24, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0 / 4
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0 / 4
Sep 16 → Sep 16 Assigned ▶ Running 0 0 / 4
Sep 16 → Sep 17 Scheduled ▶ Running 1 1 / 4
Sep 17 → Sep 17 Reschedule ▶ Running 0 1 / 4
Sep 17 → Sep 24 Scheduled ▶ Running 5 6 / 4
Sep 24 → Sep 24 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Coordinators 8.3d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.3 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Sep 16, 2025 Due: Sep 22, 2025 Completed: Sep 24, 2025 (1 days late)
📅
7.0 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.9d 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 #00527334
Midmark Service Request Dispatch Authorization - WO-00104950
Closed
Zone 1 WD 3 tables Not Laying flat. Adjust the stop on these 3 tables so that they lock in place more level. 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
Linda Sharrah
Owner
Jessica Sells
Created
Sep 15, 2025
Work Orders from this Case (3)
WO-01304489 Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 16, 2025 • Closed: Sep 24, 2025
WO-01304490 Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 16, 2025 • Closed: Sep 24, 2025
WO-01304491 (current) Invoiced
Repair • Thomas J Langenberg Jr
Created: Sep 16, 2025 • Closed: Sep 24, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 4.9 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
0.0d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
7.9d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/17 KKelch Linda called me back to schedule for 9/24 between 9 and 10 am. Customer confirmed. Call logged on WO-01304489

9/17 KKelch called Linda to reschedule for 9/24 between 9 and 10 am due to FSE's trip to Omaha being extended. Left VM. Call logged on WO-01304489

9/16 KKelch called Linda to schedule for 9/19 between 11 and 12 pm. Customer confirmed. Call logged on WO-01304489

🔧 Work Performed
adjusted table top
🔍 Technician Findings
top not lecel
⚠️ Problem Description
Zone 1 WD 3 tables Not Laying flat. Adjust the stop on these 3 tables so that they lock in place more level. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark Vet Folding Exam Table

Timeline

📞
Case Linked Sep 15, 4:08 PM
Case Number: 00527334
Subject: Midmark Service Request Dispatch Authorization - WO-00104950
Status: Closed
📋
Work Order Created Sep 16, 9:38 AM
Work Order: WO-01304491
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Sep 16, 9:43 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Sep 16, 9:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11m
🗓️
▶
2 Status: Scheduled Sep 16, 11:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-19T16:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Sep 17, 11:53 AM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 0h
🗓️
▶
2 Status: Scheduled Sep 17, 12:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-24T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Sep 24, 10:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 21h
⏱️
▶
2 Labor Added Sep 24, 10:51 AM
Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 50m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Sep 25, 12:18 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Sep 27, 9:46 AM
Invoice Number: SM-241945

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00527334
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Sep 24, 10:00 AM
Created
Sep 16, 9:38 AM
Invoice #
SM-241945

Work Details (1)

Name Type Status Qty Amount Date
WL-02947253 Labor Open 0.33333333333333 $55.00 Sep 24, 10:51 AM

Details