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← WO Overview

WO-01310035 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Highland Animal Hospital — 31 Wellesley Ave, Needham MA, 02494

Oct 16, 2025 → Nov 5, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 22, 2025
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Oct 17 → Oct 21, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Oct 21 → Oct 22, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 22 → Oct 23, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 30, 2025
4 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 31, 2025
1 business day (counted)
Running total: 10 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Oct 31 → Nov 3, 2025
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 5, 2025
2 business days (counted)
Running total: 12 of 4 biz days used
Created: Oct 16, 2025 Completed: Nov 5, 2025
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Oct 16 → Oct 17 Created ▶ Running 1 1 / 4
Oct 17 → Oct 17 Ready for Scheduling ▶ Running 0 1 / 4
Oct 17 → Oct 21 Assigned ▶ Running 2 3 / 4
Oct 21 → Oct 22 Scheduled ▶ Running 1 4 / 4
Oct 22 → Oct 22 Tech On Site ▶ Running 0 4 / 4
Oct 22 → Oct 23 Awaiting Parts ⏸ Paused 1 —
Oct 23 → Oct 24 Ready for Scheduling ▶ Running 1 5 / 4
Oct 24 → Oct 24 Assigned ▶ Running 0 5 / 4
Oct 24 → Oct 24 Entered ▶ Running 0 5 / 4
Oct 24 → Oct 24 Assigned ▶ Running 0 5 / 4
Oct 24 → Oct 30 Scheduled ▶ Running 4 9 / 4
Oct 30 → Oct 31 Tech On Site ▶ Running 1 10 / 4
Oct 31 → Nov 3 Awaiting Parts ⏸ Paused 1 —
Nov 3 → Nov 3 Reschedule ▶ Running 0 10 / 4
Nov 3 → Nov 3 Entered ▶ Running 0 10 / 4
Nov 3 → Nov 3 Assigned ▶ Running 0 10 / 4
Nov 3 → Nov 3 Entered ▶ Running 0 10 / 4
Nov 3 → Nov 3 Assigned ▶ Running 0 10 / 4
Nov 3 → Nov 5 Scheduled ▶ Running 2 12 / 4
Dispatch 1.5d
Material Management 3.1d
Coordinators 14.7d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
1.5 days
Over SLA
Material Management
3.1 days
Coordinators
14.7 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Oct 16, 2025 Due: Nov 7, 2025 Completed: Nov 5, 2025 (2 days early)
📅
14.5 days Total Age
⏱️
4.5d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
8.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
22 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
Visit 1 Oct 22, 2025
Visit 2 Oct 30, 2025
Visit 3 Nov 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536164
Midmark Service Request Dispatch Authorization - WO-00116683
Closed
Travel Zone 1 Customer Down? No Mobile Dispatch Type Repair Email clevasseur@highlandanimalhospitalma.com PROBLEM SUMMARY NWD High Speed Issues - Special Billing ADDITIONAL NOTES Afternoon appointments are the best but call to schedule service. Tech must call Midmark TS for troubleshooting assistance. 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 # V2062861 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution HIGH SPEED HAND PIECE ISSUES 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
Colleen Levasseur
Owner
Leona Coonrod
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01310035 (current) Invoiced
Repair • David Cavaco
Created: Oct 16, 2025 • Closed: Nov 5, 2025
Completed with minor delays
Invoiced • 139 days old
🚨
Primary Delay 4.5 days stuck in "Scheduled"
⏱️
Total Delay 8.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.5d / 0.5d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Awaiting Parts
3.1d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/3 KSmith -- Scheduled for Wednesday with Colleen, anytime after 1pm

11/3 KSmith -- Sent email to schedule for Wednesday (DC)

11/3 KHardison: Updated due date.

1ZE444251546070341

 Delivered On

Monday, November 03 at 7:17 A.M. at Receiver


10/31/2025 JRolston - Per email from UPS, part delayed on waybill 1ZE444251546070341 due to mis-sort. No updated ETA as of yet.


10/30/2025jsells

Ship To Name: Highland Animal Hospital Needham Ship To Address: 31 Wellesley Ave Ship To City/State: Needham Heights, MA 02494-1821 Waybill (Tracking #): 1ZE444251546070341 Carrier: UPS-Air-Next Day Air Early AM The following items have shipped from Midmark Corporation on: 30-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 109714 SERIAL #: DESCRIPTION: FITTING, 10-32 x 1/16 BARB J


10/28/25 SReich

Order No: 735341 Customer PO No: SR1477290 Customer: Veterinary Practice Partners LLC Service Request NO: 1477290 Ship To Name: Highland Animal Hospital Needham Ship To Address: 31 Wellesley Ave Ship To City/State: Needham Heights, MA 02494-1821 Waybill (Tracking #): 1ZE444251574812200 Carrier: UPS-Air-Next Day Air Early AM The following items have shipped from Midmark Corporation on: 28-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 016-1375-00 SERIAL #: DESCRIPTION: LED SCALER HAND PIECE

10/24 KSmith -- Scheduled for 10/30 with Colleen. Anytime after 1pm

10/24 KSmith -- Sent email to schedule for 10/30 (DT)

10/24 KSmith -- Checking with Shawn on this one. All FSEs are fully booked next week

10/23/2025 SRobinson- Order No: 734314


Customer PO No: SR1477290


Customer: Veterinary Practice Partners LLC


Service Request NO: 1477290


Ship To Name: Highland Animal Hospital Needham


Ship To Address: 31 Wellesley Ave    


Ship To City/State: Needham Heights, MA 02494-1821


Waybill (Tracking #): 1ZE444250374505823


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 23-OCT-2025


LINE NO: 1.1 QTY: 1 ITEM: 014-0666-00 SERIAL #: DESCRIPTION: GAUGE, PANEL MOUNT, 0-100 PSI


10/21 KSmith -- Scheduled for tomorrow with Colleen. Requested anytime after 1pm

10/20 KSmith -- Spent several minutes on hold. Sent email to schedule for 10/22

10/17 KSmith -- Sent email to schedule for 10/22

10/16/25 lcoonrod

Advise Drew of the WO# and that a coord will be calling to set up the appt.

🔧 Work Performed
Returned to location and replaced pressure gauge. Than function tested the unit. Unit is reaching proper psi and seems to have no further issues.
🔍 Technician Findings
Pressure gauge that measures drive air will not go to 0. It sits at 20 psi even when no pressure present. 10-30 DT 1 hour wait for unit become available.    After disassembling the unit, I noticed that the back of the old gauge was slightly different than the new one. Barbed fitting is missing. Called midmark to order the barbed fitting. Will return when customer receives part and schedule is made. 
⚠️ Problem Description
Travel Zone 1 Customer Down? No Mobile Dispatch Type Repair Email clevasseur@highlandanimalhospitalma.com PROBLEM SUMMARY NWD High Speed Issues - Special Billing ADDITIONAL NOTES Afternoon appointments are the best but call to schedule service. Tech must call Midmark TS for troubleshooting assistance. 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 # V2062861 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution HIGH SPEED HAND PIECE ISSUES 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
📄 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 16, 12:56 PM
Case Number: 00536164
Subject: Midmark Service Request Dispatch Authorization - WO-00116683
Status: Closed
📋
Work Order Created Oct 16, 4:16 PM
Work Order: WO-01310035
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Leona Coonrod Oct 17, 11:18 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 19h 1m
👷
▶
2 Technician Assigned Oct 17, 11:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 36m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Oct 21, 9:28 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3d 21h
⏳ 2.0 business days
🔧
Status: Tech On Site by Paul Bonang Oct 22, 2:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
📦
▶
3 Parts Requested Oct 22, 6:56 PM
Parts Requested → Status: Awaiting Parts → 5x Labor Added
📦
Status: Awaiting Parts by Paul Bonang
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 5m
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 1, 70, 60
📅
Status: Ready for Scheduling by Shelby Robinson Oct 23, 5:44 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 47m
👷
▶
2 Technician Assigned Oct 24, 11:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 27m
🆕
▶
3 Status: Entered Oct 24, 3:56 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-30T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 27, 9:16 AM
Scheduled For: 2025-10-30T18:00:00.000+0000
⏳ 2.0 business days
🔩
2x Parts Added Oct 28, 10:48 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
💵
2x Expenses Added Oct 29, 4:03 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by David Trost Oct 30, 12:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 20h
⏱️
6x Labor Added Oct 30, 7:54 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 5, 14, 215
📦
▶
2 Parts Requested Oct 30, 8:07 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by David Trost
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 8h 0m
⏳ 2.5 business days
🔄
Status: Reschedule by Kourtney Smith Nov 3, 9:19 AM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 14h
🆕
▶
2 Status: Entered Nov 3, 9:32 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Paul Bonang Jr
🆕
▶
3 Status: Entered Nov 3, 3:16 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-05T18:00:00.000+0000
⏳ 3.0 business days
🔩
2x Parts Added Nov 5, 5:31 PM
Type: Parts, Expenses
Status: Open
Qty: 0, 1
⏱️
▶
2 5x Labor Added Nov 5, 5:41 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled
To: Completed
Duration in Previous: 2d 2h
🏁
Status: Closed by DAVID CAVACO Nov 5, 5:55 PM
From: Completed
To: Closed
Duration in Previous: 12m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Nov 7, 4:16 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 23.0 business days
🧾
Invoice Created Dec 12, 5:00 PM
Invoice Number: SM-246056

Bottlenecks

Entered
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.7 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Assigned
Duration: 4.8 business hours (threshold: 4.0 business hours)
Exceeded by 0.8 business hours
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Assigned
Duration: 5.7 business hours (threshold: 4.0 business hours)
Exceeded by 1.7 business hours
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.7 business hours
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00536164
Closed
📦
Parts Order 00084028
Closed
📦
Parts Order 00084519
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Cavaco
Scheduled
Nov 5, 1:00 PM
Created
Oct 16, 4:16 PM
Invoice #
SM-246056

Work Details (22)

Name Type Status Qty Amount Date
WL-02980589 Labor Open 2 $0.00 Oct 22, 7:01 PM
WL-02980590 Labor Open 1 $110.00 Oct 22, 7:01 PM
WL-02980591 Labor Open 2 $0.00 Oct 22, 7:01 PM
WL-02980592 Travel Open 70 $110.00 Oct 22, 7:01 PM
WL-02980593 Travel Open 60 $0.00 Oct 22, 7:01 PM
WL-02986349 Parts Open 1 $0.00 Oct 28, 10:48 AM
WL-02986350 Expenses Open 1 $0.00 Oct 28, 10:48 AM
WL-02988393 Expenses Open 1 $0.00 Oct 29, 4:03 PM
WL-02988394 Expenses Open 1 $0.00 Oct 29, 4:03 PM
WL-02990645 Labor Open 1 $0.00 Oct 30, 7:54 PM
WL-02990646 Labor Open 1 $110.00 Oct 30, 7:54 PM
WL-02990647 Labor Open 5 $0.00 Oct 30, 7:54 PM
WL-02990648 Travel Open 14 $110.00 Oct 30, 7:54 PM
WL-02990649 Travel Open 215 $0.00 Oct 30, 7:54 PM
WL-02990650 Expenses Open 1 $0.00 Oct 30, 7:54 PM
WL-02997610 Parts Open 0 $0.00 Nov 5, 5:31 PM
WL-02997611 Expenses Open 1 $0.00 Nov 5, 5:31 PM
WL-02997630 Labor Open 0.16666666666667 $0.00 Nov 5, 5:41 PM
WL-02997631 Labor Open 1 $110.00 Nov 5, 5:41 PM
WL-02997632 Labor Open 2.1666666666667 $0.00 Nov 5, 5:41 PM
WL-02997633 Travel Open 3 $110.00 Nov 5, 5:41 PM
WL-02997634 Travel Open 52 $0.00 Nov 5, 5:41 PM

Details