Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307630 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Heartfelt Animal Care — 2340 Pleasant Grove Blvd Suite 140, Roseville CA, 95747

Oct 3, 2025 → Dec 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 9, 2025
✗ SLA Missed (16 biz days late)
Active: 20 biz days
Paused: 18 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 2, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Oct 4 → Oct 14, 2025
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 16, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 21, 2025
3 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Completed
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Closed
Oct 21 → Oct 23, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
7d
▶ Clock Running
Status: Billing Review
Oct 23 → Nov 3, 2025
7 business days (counted)
Running total: 14 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Nov 3 → Nov 10, 2025
5 business days (not counted)
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 12, 2025
1 business day (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 15 of 4 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Nov 12 → Nov 21, 2025
7 business days (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 19 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 19 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 20 of 4 biz days used
Created: Oct 3, 2025 Completed: Dec 2, 2025
Business Days Used 20 / 4
0 4d budget +16d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0 / 4
Oct 3 → Oct 3 Ready for Scheduling ▶ Running 0 0 / 4
Oct 3 → Oct 3 Assigned ▶ Running 0 0 / 4
Oct 3 → Oct 3 Scheduled ▶ Running 0 0 / 4
Oct 3 → Oct 4 Tech On Site ▶ Running 0 0 / 4
Oct 4 → Oct 14 Awaiting Parts ⏸ Paused 6 —
Oct 14 → Oct 16 Ready for Scheduling ▶ Running 2 2 / 4
Oct 16 → Oct 21 Scheduled ▶ Running 3 5 / 4
Oct 21 → Oct 21 Tech On Site ▶ Running 0 5 / 4
Oct 21 → Oct 21 Completed ▶ Running 0 5 / 4
Oct 21 → Oct 23 Closed ▶ Running 2 7 / 4
Oct 23 → Nov 3 Billing Review ▶ Running 7 14 / 4
Nov 3 → Nov 10 Awaiting Parts ⏸ Paused 5 —
Nov 10 → Nov 12 Scheduled ▶ Running 1 15 / 4
Nov 12 → Nov 12 Tech On Site ▶ Running 0 15 / 4
Nov 12 → Nov 21 Awaiting Parts ⏸ Paused 7 —
Nov 21 → Dec 1 Ready for Scheduling ▶ Running 4 19 / 4
Dec 1 → Dec 1 Scheduled ▶ Running 0 19 / 4
Dec 1 → Dec 2 Tech On Site ▶ Running 1 20 / 4
Dispatch 0.0d
Material Management 19.6d
Coordinators 13.6d
Field Work 3.1d
Billing 8.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
19.6 days
Over SLA
Coordinators
13.6 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
8.0 days
Over SLA
Created: Oct 3, 2025 Due: Dec 4, 2025 Completed: Dec 2, 2025 (2 days early)
📅
38.6 days Total Age
⏱️
8.0d in Billing Review Longest Stage
🔄
22 transitions Status Changes
⚠️
26.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Justin Armas — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 3, 2025
Visit 2 Oct 21, 2025
Visit 3 Nov 12, 2025
Visit 4 Dec 1, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532590
Midmark Service Request Dispatch Authorization - WO-00111462
Closed
Travel Zone 1 Customer Down? No Mobile Dispatch Type Repair Email info@heartfeltanimalcare.com PROBLEM SUMMARY NWD Midmark surgery table not heating. 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). 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 4. Thank you! DISPATCH ITEMS Serial # Item 100-4261-21 ITEM DESCRIPTION 60" FLAT TOP SURGERY TABLE WITH HYDRAULIC COLUMN, HEATED TOP PCR CODES Problem Cause Resolution HEATED TOP NOT OPERATING PROPERLY 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
Priority
Standard
Origin
Email
Reason
New Case
Contact
Haley Rhoades
Owner
Leona Coonrod
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01307630 (current) Invoiced
Repair • Justin Armas
Created: Oct 3, 2025 • Closed: Dec 1, 2025
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 8.0 days stuck in "Billing Review"
⏱️
Total Delay 26.0 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
7.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
3.1d / 1.0d SLA
Awaiting Parts
19.6d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.1d / 1.0d SLA
Billing Review
8.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-1 Mburris casll from tech site reached out to confirm parts

11-21 Mburris email sent to POC

11/21/2025 JRolston - Per UPS, ETA on wb 1ZE444250346018411 is Wednesday, 11/26. Updated work order accordingly.


11-10 Mburris caLL FROM mIDMARK W/poc TO SET APPT

10/31/2025jsells

we will need the tech to return once the parts are delivered. Tracking #: 1ZE444250346827887

The parts are scheduled to be delivered on 11/5/25.

10/30/2025jsells

Ship To Name: Heartfelt Animal Care Ship To Address: 2340 Pleasant Grove Blvd Suite 140 Ship To City/State: Roseville, CA 95747 Waybill (Tracking #): 1ZE444250346827887 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 300-2005-00 SERIAL #: DESCRIPTION: REPLACEMENT DENTAL TOP ASM 60" W/HEAT

 

10/23 NSuarez asking AM if we can charge for fee.

10-16 Mburris called site and set aptt with Haley Rhoades

10-16 Mburris

Estimated deliveryMonday, October 20 between 9:00 A.M. - 11:00 A.M

 

 

10/14/25 SReich

Order No: 731056 Customer PO No: SR1468898 Customer: Heartfelt Animal Care Service Request NO: 1468898 Ship To Name: Heartfelt Animal Care Ship To Address: 2340 Pleasant Grove Blvd Suite 140 Ship To City/State: Roseville, CA 95747 Waybill (Tracking #): 1ZE444250374705287 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 14-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 300-3041-33 SERIAL #: DESCRIPTION: HYDRAULIC COLUMN WITH HEAT

 

10/7/25 SReich - Per the attached email from Midmark: Haley Rhoades called and approved the parts for SR 1468898. Tracking will be sent electronically once it becomes available.

 

10-3 Mburris called site spoke with Matt and set appt 

10/3/25 lcoonrod

location not open yet. left message with WO # and that someone will be reaching out to them to set up the appt.

🔧 Work Performed
10-21-25 - Installed new column and top, column is working but found table top damaged in shipping and not working. customer will need to contact Midmark and UPS for replacement, closing WO for now. customer asked me to take old part to dump $40 expense has been added 11/12/25 - Installed new table top but found while it was working, it was also damaged, Midmark sending new top. 12/1/25 - Installed new top found top heating up
🔍 Technician Findings
$2054 10/3/25 - heating element not working, needs new table top, customer not sure if they want to repair, placing in parts order for now
⚠️ Problem Description
Travel Zone 1 Customer Down? No Mobile Dispatch Type Repair Email info@heartfeltanimalcare.com PROBLEM SUMMARY NWD Midmark surgery table not heating. 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). 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 4. Thank you! DISPATCH ITEMS Serial # Item 100-4261-21 ITEM DESCRIPTION 60" FLAT TOP SURGERY TABLE WITH HYDRAULIC COLUMN, HEATED TOP PCR CODES Problem Cause Resolution HEATED TOP NOT OPERATING PROPERLY 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

Timeline

📞
Case Linked Oct 2, 4:25 PM
Case Number: 00532590
Subject: Midmark Service Request Dispatch Authorization - WO-00111462
Status: Closed
📋
▶
2 Work Order Created Oct 3, 10:24 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Status: Assigned Oct 3, 11:14 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Justin Armas
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-03T20:00:00.000+0000
🔧
Status: Tech On Site by Justin Armas Oct 3, 2:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3h 24m
⏱️
▶
3 5x Labor Added Oct 4, 1:48 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082950
Status: Closed
📦
Status: Awaiting Parts by Justin Armas
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 23h 9m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Oct 14, 4:30 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 10d 2h
⏳ 2.9 business days
📅
▶
2 Dispatch Scheduled Oct 16, 2:53 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1d 22h
⏳ 4.0 business days
🔧
Status: Tech On Site by Justin Armas Oct 21, 12:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏱️
5x Labor Added Oct 21, 7:18 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2, 15
✔️
▶
3 Status: Completed Oct 21, 7:30 PM
Status: Completed → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Justin Armas
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.6 business days
💵
Status: Billing Review by Nancy Suarez Oct 23, 12:12 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 16h
⚠️ 8.0 business days
📦
Status: Awaiting Parts by Allison Belyea Nov 3, 9:32 AM
From: Billing Review
To: Awaiting Parts
Duration in Previous: 10d 22h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 10, 12:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-12T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Justin Armas Nov 12, 11:53 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
▶
3 5x Labor Added Nov 12, 1:58 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085173
Status: Closed
📦
Status: Awaiting Parts by Justin Armas
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 6m
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 21, 9:50 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 8d 19h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Dec 1, 12:02 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 10d 2h
🔧
Status: Tech On Site by Justin Armas Dec 1, 1:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 59m
⏱️
5x Labor Added Dec 1, 8:49 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 15
✔️
▶
2 Status: Completed Dec 1, 11:31 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Justin Armas
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Dec 3, 4:02 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 37.0 business days
🧾
Invoice Created Jan 27, 3:23 PM
Invoice Number: SM-248112

Bottlenecks

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Billing Review
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Awaiting Parts
Duration: 7.6 business days (threshold: 3.0 business days)
Exceeded by 4.6 business days
Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00532590
Closed
📦
Parts Order 00082950
Closed
📦
Parts Order 00085173
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Justin Armas
Scheduled
Dec 1, 1:00 PM
Created
Oct 3, 10:24 AM
Invoice #
SM-248112

Work Details (21)

Name Type Status Qty Amount Date
WL-02960140 Labor Open 1 $0.00 Oct 4, 1:48 PM
WL-02960141 Labor Open 1 $110.00 Oct 4, 1:48 PM
WL-02960142 Labor Open 0.5 $0.00 Oct 4, 1:48 PM
WL-02960143 Travel Open 15 $110.00 Oct 4, 1:48 PM
WL-02960144 Travel Open 15 $0.00 Oct 4, 1:48 PM
WL-02979069 Labor Open 0.5 $0.00 Oct 21, 7:18 PM
WL-02979070 Labor Open 2 $220.00 Oct 21, 7:18 PM
WL-02979071 Labor Open 0.5 $0.00 Oct 21, 7:18 PM
WL-02979072 Travel Open 15 $110.00 Oct 21, 7:18 PM
WL-02979073 Travel Open 15 $0.00 Oct 21, 7:18 PM
WL-02979127 Expenses Open 1 $0.00 Oct 21, 7:34 PM
WL-03004698 Labor Open 0.5 $0.00 Nov 12, 1:58 PM
WL-03004699 Labor Open 2 $220.00 Nov 12, 1:58 PM
WL-03004700 Labor Open 0.5 $0.00 Nov 12, 1:58 PM
WL-03004701 Travel Open 15 $110.00 Nov 12, 1:58 PM
WL-03004702 Travel Open 15 $0.00 Nov 12, 1:58 PM
WL-03023009 Labor Open 0.5 $55.00 Dec 1, 8:49 PM
WL-03023010 Labor Open 1 $110.00 Dec 1, 8:49 PM
WL-03023011 Labor Open 0.5 $0.00 Dec 1, 8:49 PM
WL-03023012 Travel Open 15 $110.00 Dec 1, 8:49 PM
WL-03023013 Travel Open 15 $0.00 Dec 1, 8:49 PM

Details