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WO-01307724 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 Avenue Veterinary Clinic — 306 Lakeview Ave, Milford DE, 19963

Oct 3, 2025 → Oct 14, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 9, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 15, 2025)
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
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 3 → Oct 7, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 14, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
Created: Oct 3, 2025 Completed: Oct 15, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (8 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 7 Awaiting Parts - Customer ⏸ Paused 2 —
Oct 7 → Oct 7 Ready for Scheduling ▶ Running 0 0 / 4
Oct 7 → Oct 8 Assigned ▶ Running 1 1 / 4
Oct 8 → Oct 14 Scheduled ▶ Running 3 4 / 4
Oct 14 → Oct 15 Tech On Site ▶ Running 1 5 / 4
Dispatch 0.0d
Material Management 2.4d
Coordinators 6.1d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Coordinators
6.1 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
0.0 days
Created: Oct 3, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
6.6 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532866
Midmark Service Request Dispatch Authorization - WO-00111985
Closed
Travel Zone 2 PROBLEM SUMMARY PM NWD - 5YR ADDITIONAL NOTES PM Service Requirements for VetPro and Sterilizer: Tech to follow the checklist that is sent in the PM Kits. Tech needs to show up on site with the proper supplies, including distilled water for the sterilizer. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. Tech needs to watch the training video (https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site (Sterilizer). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2077664 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution UM GENERAL INQUIRY UM GENERAL INQUIRY GENERAL INQUIRY Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 730512 002-10721-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mallory Alexander
Owner
Shelby Robinson
Created
Oct 3, 2025
Work Orders from this Case (2)
WO-01307724 (current) Invoiced
Preventive Maintenance • Michael Harris
Created: Oct 3, 2025 • Closed: Oct 14, 2025
WO-01307725 Invoiced
Preventive Maintenance • Michael Harris
Created: Oct 3, 2025 • Closed: Oct 14, 2025
Completed with minor delays
Invoiced • 152 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.2 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
0.5d / 1.0d SLA
Awaiting Parts - Customer
2.4d
Assigned
1.6d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8 MOwens Called to speak to Mallory. She was not in the office. Amanda spoke to me. I told her the parts coming from Midmark are scheduled to arrive tomorrow 10/9 by the EOD. She said the best day to schedule the visit is for 10/14 between 9-6pm. I told her the tech would arrive between 10-11am that day. Mallory will be there on 10/14 when the tech arrives.


10/7/2025jsells

Ship To Name: Avenue Veterinary Clinic Ship To Address: 306 Lakeview Ave Ship To City/State: Milford, DE 19963-2914 Waybill (Tracking #): 1ZE444250375926233 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 07-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: 002-10250-00 SERIAL #: DESCRIPTION: M9 PERIODIC MAINTENANCE SERVICE

10/03/2025 SRobinson- Called Mallory Alexander, 1(302) 422-5223. It went to VM, LM with WO# and advised a coordinator will reach out to schedule. 

🔧 Work Performed
Periodic maintenance list was completed. all hand pieces were tested.
🔍 Technician Findings
One handpiece holder is cracked and broken and should be replaced. spoke to Mallory she is going to wait till handpiece holder completely breaks and then call for repair. PM due.
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY PM NWD - 5YR ADDITIONAL NOTES PM Service Requirements for VetPro and Sterilizer: Tech to follow the checklist that is sent in the PM Kits. Tech needs to show up on site with the proper supplies, including distilled water for the sterilizer. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. Tech needs to watch the training video (https://www.youtube.com/watch?v=U-Pk5zkW0ug) prior to them going on-site (Sterilizer). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2077664 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution UM GENERAL INQUIRY UM GENERAL INQUIRY GENERAL INQUIRY Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 730512 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 Oct 3, 2:28 PM
Case Number: 00532866
Subject: Midmark Service Request Dispatch Authorization - WO-00111985
Status: Closed
📋
Work Order Created Oct 3, 3:20 PM
Work Order: WO-01307724
Type: Preventive Maintenance
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Oct 3, 3:27 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Oct 3, 4:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 16m, 0m
⏳ 2.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Oct 7, 12:12 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 19h
👷
▶
2 Technician Assigned Oct 7, 2:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 38m
🗓️
▶
2 Status: Scheduled Oct 8, 10:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-14T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Michael Harris Oct 14, 10:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏱️
5x Labor Added Oct 14, 7:55 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.3, 2.2, 65
✔️
Status: Completed by Michael Harris Oct 14, 8:04 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 48m, 0m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Oct 16, 1:19 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Oct 20, 8:59 AM
Invoice Number: SM-243710

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00532866
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Michael Harris
Scheduled
Oct 14, 11:00 AM
Created
Oct 3, 3:20 PM
Invoice #
SM-243710

Work Details (5)

Name Type Status Qty Amount Date
WL-02970744 Labor Open 1.3 $0.00 Oct 14, 7:55 PM
WL-02970745 Labor Open 2.2 $240.00 Oct 14, 7:55 PM
WL-02970746 Travel Open 65 $110.00 Oct 14, 7:55 PM
WL-02970747 Expenses Open 1 $0.00 Oct 14, 7:55 PM
WL-02970748 Expenses Open 1 $0.00 Oct 14, 7:55 PM

Details