Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306745 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 VCA PAHLE ANIMAL HOSPITAL — 10827 W Oklahoma Ave, WEST ALLIS WI, 53227

Sep 29, 2025 → Nov 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 3, 2025
✗ SLA Missed (23 biz days late)
Active: 27 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 11, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Closed
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
12d
▶ Clock Running
Status: Billing Review
Oct 2 → Oct 21, 2025
12 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: WO Correction Needed
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 21 → Nov 3, 2025
9 business days (counted)
Running total: 24 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 3 → Nov 5, 2025
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 26 of 4 biz days used
▶ Clock Running
Status: Completed
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 26 of 4 biz days used
▶ Clock Running
Status: Closed
Nov 7 → Nov 10, 2025
1 business day (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Billing Review
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: WO Correction Needed
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
Created: Sep 29, 2025 Completed: Nov 11, 2025
Business Days Used 27 / 4
0 4d budget +23d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0 / 4
Sep 29 → Sep 30 Ready for Scheduling ▶ Running 1 1 / 4
Sep 30 → Sep 30 Assigned ▶ Running 0 1 / 4
Sep 30 → Sep 30 Entered ▶ Running 0 1 / 4
Sep 30 → Sep 30 Ready for Scheduling ▶ Running 0 1 / 4
Sep 30 → Sep 30 Assigned ▶ Running 0 1 / 4
Sep 30 → Oct 1 Scheduled ▶ Running 1 2 / 4
Oct 1 → Oct 1 Tech On Site ▶ Running 0 2 / 4
Oct 1 → Oct 1 Completed ▶ Running 0 2 / 4
Oct 1 → Oct 2 Closed ▶ Running 1 3 / 4
Oct 2 → Oct 21 Billing Review ▶ Running 12 15 / 4
Oct 21 → Oct 21 WO Correction Needed ▶ Running 0 15 / 4
Oct 21 → Nov 3 Scheduled ▶ Running 9 24 / 4
Nov 3 → Nov 5 Awaiting Parts ⏸ Paused 2 —
Nov 5 → Nov 7 Reschedule ▶ Running 2 26 / 4
Nov 7 → Nov 7 Completed ▶ Running 0 26 / 4
Nov 7 → Nov 10 Closed ▶ Running 1 27 / 4
Nov 10 → Nov 10 Billing Review ▶ Running 0 27 / 4
Nov 10 → Nov 10 WO Correction Needed ▶ Running 0 27 / 4
Nov 10 → Nov 11 Assigned ▶ Running 0 27 / 4
Dispatch 0.1d
Material Management 3.0d
Coordinators 16.1d
Field Work 0.2d
Billing 13.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
3.0 days
Coordinators
16.1 days
Over SLA
Field Work
0.2 days
Billing
13.0 days
Over SLA
Created: Sep 29, 2025 Due: Nov 11, 2025 Completed: Nov 11, 2025 (on time)
📅
29.5 days Total Age
⏱️
12.7d in Billing Review Longest Stage
🔄
22 transitions Status Changes
⚠️
21.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mike Huffman — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 1, 2025
Visit 2 Oct 17, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00531226
Midmark Service Request Dispatch Authorization - WO-00109708
Closed
Travel Zone 2 Customer Down? No Mobile Dispatch Type Maintenance Email samantha.lidwin@vca.com PROBLEM SUMMARY PM NWD run with SR#1463478 ADDITIONAL NOTES Call to schedule service on 414-541-6440 Samantha Primary contact or Secondary contact: Emily 414-541-6440 - PM Service Requirements: Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V1995428 Item 8000-003 ITEM DESCRIPTION VETPRO 1000 W/SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution UM GENERAL INQUIRY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 729335 002-10721-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Lidwin
Owner
Leona Coonrod
Created
Sep 29, 2025
Work Orders from this Case (2)
WO-01306745 (current) Invoiced
Preventive Maintenance • Mike Huffman
Created: Sep 29, 2025 • Closed: Nov 11, 2025
WO-01307651 Invoiced
Preventive Maintenance • Mike Huffman
Created: Oct 3, 2025 • Closed: Nov 11, 2025
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 12.7 days stuck in "Billing Review"
⏱️
Total Delay 21.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
10.8d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.6d / 1.0d SLA
Billing Review
12.9d / 2.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Reschedule
2.6d / 2.0d SLA
WO Correction Needed
0.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/11/2025 Mike Huffman. I did not complete the PM’s, Alan did and attached checklist. He may have moved time entry. Mine are correct. Any questions call me at 8102783781 or continue the work order corrections.

11/10 some of the Labor and travel need to be moved over from WO WO-01306745 to WO-01307651 by MICHAEL HUFFMAN for date of service 10/01/2025  Please also add Checklist.


11/7/25 CRamen- Received email from Denise/MIdmark requesting that we close WO and submit paperwork. See logged email on WO-01309382. Moved WO to reschedule status. Chattered:

@[Alan Page]​ Per Midmark: Please close work order and submit paperwork. @[Lawrence Yoder]​ @[Stephanie Ramen]​ 



11/5/25 RCook- Received email from Denise/MIdmark requesting that we close WO and submit paperwork. See logged email on WO-01309382. Moved WO to reschedule status. Chattered:

@[Alan Page]​ Per Midmark: Please close work order and submit paperwork. @[Lawrence Yoder]​ @[Stephanie Ramen]​ 


10/23 LY - waiting for customer to decide if they want to pay for the parts required

10/21/25 NSuarez Labor and Travel need to be moved over from WO WO-01307651 to WO WO-01306745 By Alan Page for work preformed on 10/17/25 for Serial #V1793240.

9/30/2025jsells

Ship To Name: VCA Phale Animal Hospital Ship To Address: 10827 W Oklahoma Ave Ship To City/State: WEST ALLIS, WI 53227-4027 Waybill (Tracking #): 1ZE444250375615417 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 01-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10721-00 SERIAL #: DESCRIPTION: EXTENDED PERIODIC MAINTENANCE KIT, VET PRO 1000 LINE NO: 2.1 QTY: 1 ITEM: 002-10721-00 SERIAL #: DESCRIPTION: EXTENDED PERIODIC MAINTENANCE KIT, VET PRO 1000


9/30/2025 CRamen Logged email requesting Wednesday 10/1/2025 between 8-10am.


9/30/2025 CRamen LYoder in scheduling meeting to re-assign to Mike and reschedule CVS kiosk jobs if need be to for Wednesday morning


9/29/25 lcoonrod

Front desk asked that we send an email. Email sent.

🔧 Work Performed
10/17 APage- performed PM - Troubleshoot scaler needs new tubing 10/01/2025 Mike Huffman. Dispatched to site. Site has two Vet Pro 1000. Serial number V1793240 has a Scaler that does not vibrate. Water is ok. I checked the fuse for Scaler which is not blown. Onsite contact Samantha Lidwin advised they have not received any parts from Midmark. I cannot complete the PM without the parts from Midmark. The other Vet Pro 1000 is serial number V1995428. I advised Samantha Lidwin that this serial number is not included on the work order. She will contact Midmark and confirm if one or two PM kits are shipped to site. Completed the four page Service Request Authorization, obtained customer signature and attached a copy to this work order.
🔍 Technician Findings
10/17 APage - Unit in need of PM- performed PM * 1) Issues found? unit needs scaler tubing 10/1 Mike HuffmanTwo Vet Pro 1000 on site. No PM kit received
⚠️ Problem Description
Travel Zone 2 Customer Down? No Mobile Dispatch Type Maintenance Email samantha.lidwin@vca.com PROBLEM SUMMARY PM NWD run with SR#1463478 ADDITIONAL NOTES Call to schedule service on 414-541-6440 Samantha Primary contact or Secondary contact: Emily 414-541-6440 - PM Service Requirements: Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V1793240 Item 8000-003 ITEM DESCRIPTION VETPRO 1000 W/SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution UM GENERAL INQUIRY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 729335 002-10721-00 1.00000
📄 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 29, 1:15 PM
Case Number: 00531226
Subject: Midmark Service Request Dispatch Authorization - WO-00109708
Status: Closed
📋
Work Order Created Sep 29, 4:16 PM
Work Order: WO-01306745
Type: Preventive Maintenance
Priority: P4
📅
Status: Ready for Scheduling by Leona Coonrod Sep 29, 4:32 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 16m
👷
▶
2 Technician Assigned Sep 30, 10:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 13m
🆕
Status: Entered by Charles Ramen Sep 30, 3:20 PM
From: Assigned
To: Entered
Duration in Previous: 4h 34m
📅
Status: Ready for Scheduling by Rhea Berry Sep 30, 3:50 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 29m
👷
▶
3 Technician Assigned Sep 30, 4:10 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 20m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-01T16:00:00.000+0000, 2025-10-01T13:00:00.000+0000
🔧
Status: Tech On Site by MICHAEL HUFFMAN Oct 1, 9:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 25m
⏱️
2x Labor Added Oct 1, 10:34 AM
Type: Labor, Travel
Status: Open
Qty: 2, 82
⏱️
▶
3 Labor Added Oct 1, 10:52 AM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site
To: Completed
Duration in Previous: 1h 18m
🏁
Status: Closed by MICHAEL HUFFMAN
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
💵
Status: Billing Review by Nancy Suarez Oct 2, 2:03 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 3h
🚨 13.0 business days
✏️
▶
2 Status: WO Correction Needed Oct 21, 5:11 PM
Status: WO Correction Needed → Technician Assigned
👷
Technician Assigned by Nancy Suarez
Technician: Alan Page
⏳ 2.8 business days
⏱️
Labor Added Oct 23, 10:46 AM
Type: Labor
Status: Open
Qty: 2.4166666666667
⏳ 2.8 business days
🚗
Travel Added Oct 27, 6:23 AM
Type: Travel
Status: Open
Qty: 62
⚠️ 6.0 business days
📦
▶
2 Parts Requested Nov 3, 8:51 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Alan Page
From: Scheduled
To: Awaiting Parts
Duration in Previous: 12d 16h
⏳ 3.0 business days
🔄
Status: Reschedule by Rhea Berry Nov 5, 1:54 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 5h
⏳ 3.0 business days
✔️
Status: Completed by Alan Page Nov 7, 2:05 PM
From: Reschedule, Completed
To: Completed, Closed
Duration in Previous: 2d 0h, 0m
⏳ 2.0 business days
💵
Status: Billing Review by Nancy Suarez Nov 10, 1:33 PM
From: Closed
To: Billing Review
Duration in Previous: 2d 23h
✏️
▶
3 Status: WO Correction Needed Nov 10, 1:58 PM
Status: WO Correction Needed → Technician Assigned → Status: Assigned
👷
Technician Assigned by Nancy Suarez
Technician: Mike Huffman
👷
Status: Assigned by Nancy Suarez
From: WO Correction Needed
To: Assigned
Duration in Previous: 1m
✔️
Status: Completed by Rhonnie Reeves Nov 11, 9:10 AM
From: Assigned
To: Completed
Duration in Previous: 19h 10m
🏁
Status: Closed by MICHAEL HUFFMAN Nov 11, 4:03 PM
From: Completed
To: Closed
Duration in Previous: 6h 53m
💵
Status: Billing Review by Nancy Suarez Nov 12, 10:13 AM
From: Closed
To: Billing Review
Duration in Previous: 18h 9m
📄
▶
2 Status: Ready to Bill Nov 12, 11:21 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
💰
Status: Invoiced by Nancy Suarez Nov 12, 11:29 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🚨 54.0 business days
🧾
Invoice Created Feb 2, 2:45 PM
Invoice Number: SM-246293

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Assigned
Duration: 4.6 business hours (threshold: 4.0 business hours)
Exceeded by 0.6 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 12.7 business days (threshold: 2.0 business days)
Exceeded by 10.7 business days
Scheduled
Duration: 9.3 business days (threshold: 2.0 business days)
Exceeded by 7.3 business days
Reschedule
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.1 business hours
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Assigned
Duration: 5.0 business hours (threshold: 4.0 business hours)
Exceeded by 1.0 business hours

🔗 Related Artifacts

📞
Case 00531226
Closed
📦
Parts Order 00084602
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
N/A
Created
Sep 29, 4:16 PM
Invoice #
SM-246293

Work Details (5)

Name Type Status Qty Amount Date
WL-02955922 Labor Open 2 $0.00 Oct 1, 10:34 AM
WL-02955924 Travel Open 82 $110.00 Oct 1, 10:34 AM
WL-02955931 Labor Open 1.5 $0.00 Oct 1, 10:52 AM
WL-02981312 Labor Open 2.4166666666667 $240.00 Oct 23, 10:46 AM
WL-02984943 Travel Open 62 $0.00 Oct 27, 6:23 AM

Details