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WO-01306077 ↗ ServiceMax

MIDMARK • Repair • P4

📍 County Line Veterinary Hospital — 989 Rte 73 S, MARLTON NJ, 08053

Sep 24, 2025 → Oct 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 30, 2025
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 10, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 25, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 25 → Sep 29, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Sep 29 → Oct 3, 2025
4 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 6, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 10, 2025
4 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
Created: Sep 24, 2025 Completed: Oct 10, 2025
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0 / 4
Sep 24 → Sep 24 Ready for Scheduling ▶ Running 0 0 / 4
Sep 24 → Sep 25 Assigned ▶ Running 1 1 / 4
Sep 25 → Sep 29 Scheduled ▶ Running 2 3 / 4
Sep 29 → Sep 29 Tech On Site ▶ Running 0 3 / 4
Sep 29 → Oct 3 Awaiting Parts ⏸ Paused 4 —
Oct 3 → Oct 6 Ready for Scheduling ▶ Running 1 4 / 4
Oct 6 → Oct 6 Assigned ▶ Running 0 4 / 4
Oct 6 → Oct 10 Scheduled ▶ Running 4 8 / 4
Oct 10 → Oct 10 Tech On Site ▶ Running 0 8 / 4
Dispatch 0.0d
Material Management 4.6d
Coordinators 10.4d
Field Work 0.7d
Billing 14.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.6 days
Over SLA
Coordinators
10.4 days
Over SLA
Field Work
0.7 days
Billing
14.9 days
Over SLA
Created: Sep 24, 2025 Due: Oct 10, 2025 Completed: Oct 10, 2025 (on time)
📅
12.6 days Total Age
⏱️
14.9d in Billing Review Longest Stage
🔄
13 transitions Status Changes
⚠️
19.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Chris Galasso — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 29, 2025
Visit 2 Oct 10, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530084
Midmark Service Request Dispatch Authorization - WO-00108199
Closed
Zone 1 WD No Power - Invoice Attached ADDITIONAL NOTES Customer was unable to provide the serial number(s) of the product. The Service Company Tech must obtain the serial number(s) and call Midmark Tech Service with the number(s). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Item 122-1203-12 SN (not provided) MIDMARK 120 TREATMENT LIGHT, WALL
Priority
Standard
Origin
Email
Reason
New Case
Contact
Megan Artman
Owner
Sherry Reich
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01306077 (current) Invoiced
Repair • Chris Galasso
Created: Sep 24, 2025 • Closed: Oct 10, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 14.9 days stuck in "Billing Review"
⏱️
Total Delay 19.1 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
Assigned
1.3d / 0.5d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Awaiting Parts
4.6d / 3.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
14.9d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/14/2025 ABelyea - SN added

10/14/25 NSuarez chattered AM need serial # added.

10/6 MOwens Called and spoke to Megan Artman. Told her the parts are arriving tomorrow morning. Scheduled the return visit for 10/10between 2-4pm. She said that will work for her schedule. She will have the parts by the light.


10/03/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250346580269

9/25/25 RCook-

Name of person you are speaking with: Tamara

1. Onsite Access Requirements 

  • Are there any requirements for the technician to access the site? (credentialing, safety training, escorts, badges, PPE, etc.) 

Customer Response:  No requirements

 

  • Are there any additional requirements to access the equipment itself (locked room, gate, etc.)? 

Customer Response:  No requirements

2. Parts Delivery (if applicable) N/A Parts not shipping on original request


Customer Response:  

3. Schedule Confirmation 

  • Confirm scheduled service date:  9/29/25
  • Confirm arrival window (2–4 hrs):  11:30AM-1:30PM

   (Note: Window should cover 1-2 hrs before and 1-2 hrs after expected arrival.) 

(Note: enter the time you believe the tech will arrive as the calendar "start time") 

4. Onsite Point of Contact (POC) 

  • Will you be the onsite POC on the scheduled date? No
  • Best phone number for technician to use:  
  • (If the above answer is NO): Onsite POC Name & Number:  Meg Artman -856)988-0022 or cell 609-706-9296


9/24/25 RCook- Per MBateman approved to send Phil Krogstad. Assigned WO. Will need to call customer on 9/25/25 due to being after hours.



9/24/25 RCook- Sent teams chat to MBateman stating: Matthew Bateman WO-01306077- Midmark repair in Marlton, NJ due 9/30/25. The closest technician is Michael Harris( 1 hour and 18 minutes 1 way) but he is booked up with inspections. We have Philip Krogstad available on the 29th and 30th, he's just 2 hours 1 way from the site. This is for a zone 1. Is it okay to send Phil? 



9/24/25 SReich - Spoke to Meg, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
Plug light in. Light does not turn on. Call Midmark. Talked to Mike. Verified that it was a segment product. No tech manuals able to be found. Mike provided me with some technical information. Checked voltage for AC in. 120VAC. Checked DC voltage on board. 24VDC.Tried finding voltage at light head. Was not able to locate power. Called Midmark again. Spoke with Aiden. Was instructed to take off light head. No securing segment found. Aiden ordered a new securing segment. Part number 179-0010-00. 10.10.25 CAG INSTALLED SECURITY KEY; TESTED GOOD
🔍 Technician Findings
Check in with manager. Wall mount 120LED light not working. SN 24-07064. Mach LED 120.
⚠️ Problem Description
Zone 1 WD No Power - Invoice Attached ADDITIONAL NOTES Customer was unable to provide the serial number(s) of the product. The Service Company Tech must obtain the serial number(s) and call Midmark Tech Service with the number(s). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Item 122-1203-12 SN (not provided) MIDMARK 120 TREATMENT LIGHT, WALL
📄 Description
Midmark 120 (Series) LED Ceiling Light

Timeline

📞
Case Linked Sep 24, 1:35 PM
Case Number: 00530084
Subject: Midmark Service Request Dispatch Authorization - WO-00108199
Status: Closed
📋
▶
2 Work Order Created Sep 24, 3:23 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Sep 24, 5:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 18m
📅
▶
2 Dispatch Scheduled Sep 25, 3:50 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 22h 4m
⏳ 3.0 business days
🔧
Status: Tech On Site by Philip Krogstad Sep 29, 1:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
⏱️
3x Labor Added Sep 29, 3:25 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.5, 64
📦
▶
2 Parts Requested Sep 29, 3:34 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Philip Krogstad
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 34m
⏱️
2x Labor Added Sep 29, 6:05 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 114
⏳ 4.7 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 3, 5:29 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 1h
⏳ 1.8 business days
👷
▶
2 Technician Assigned Oct 6, 11:25 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 17h
📅
▶
3 Dispatch Scheduled Oct 6, 11:39 AM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 13m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-10T18:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Chris Galasso Oct 10, 3:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
⏱️
▶
2 5x Labor Added Oct 10, 7:55 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 19m, 0m
⏳ 1.5 business days
💵
Status: Billing Review by Nancy Suarez Oct 14, 12:42 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 16h
🚨 15.0 business days
📄
▶
2 Status: Ready to Bill Nov 3, 12:04 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 Nov 4, 5:55 PM
Invoice Number: SM-245465

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.2 business hours
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.2 business hours
Awaiting Parts
Duration: 4.6 business days (threshold: 3.0 business days)
Exceeded by 1.6 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Billing Review
Duration: 14.9 business days (threshold: 2.0 business days)
Exceeded by 12.9 business days

🔗 Related Artifacts

📞
Case 00530084
Closed
📦
Parts Order 00082612
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Oct 10, 2:00 PM
Created
Sep 24, 3:23 PM
Invoice #
SM-245465

Work Details (10)

Name Type Status Qty Amount Date
WL-02953215 Labor Open 2 $0.00 Sep 29, 3:25 PM
WL-02953216 Labor Open 1.5 $165.00 Sep 29, 3:25 PM
WL-02953217 Travel Open 64 $110.00 Sep 29, 3:25 PM
WL-02953508 Labor Open 2.5 $0.00 Sep 29, 6:05 PM
WL-02953509 Travel Open 114 $0.00 Sep 29, 6:05 PM
WL-02967237 Labor Open 1.25 $0.00 Oct 10, 7:55 PM
WL-02967238 Labor Open 0.75 $82.50 Oct 10, 7:55 PM
WL-02967239 Labor Open 0.75 $0.00 Oct 10, 7:55 PM
WL-02967240 Travel Open 22 $110.00 Oct 10, 7:55 PM
WL-02967241 Travel Open 11 $0.00 Oct 10, 7:55 PM

Details