Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310081 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Petcare Hospital — 4210 148th St SE, MILL CREEK WA, 98012

Oct 17, 2025 → Nov 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 23, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 31, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 22, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 22 → Oct 23, 2025
1 business day (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 28, 2025
3 business days (counted)
Running total: 6 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 31, 2025
3 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Oct 17, 2025 Completed: Oct 31, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 17 → Oct 17 Created ▶ Running 0 0 / 4
Oct 17 → Oct 17 Ready for Scheduling ▶ Running 0 0 / 4
Oct 17 → Oct 17 Assigned ▶ Running 0 0 / 4
Oct 17 → Oct 22 Scheduled ▶ Running 3 3 / 4
Oct 22 → Oct 22 Tech On Site ▶ Running 0 3 / 4
Oct 22 → Oct 23 Awaiting Parts ⏸ Paused 1 —
Oct 23 → Oct 28 Ready for Scheduling ▶ Running 3 6 / 4
Oct 28 → Oct 31 Scheduled ▶ Running 3 9 / 4
Oct 31 → Oct 31 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 1.8d
Coordinators 11.4d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
11.4 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Oct 17, 2025 Due: Oct 30, 2025 Completed: Nov 1, 2025 (1 days late)
📅
11.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
8.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 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 Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 22, 2025
Visit 2 Oct 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536238
Midmark Service Request Dispatch Authorization - WO-00116717
Closed
Zone 1 Dispatch Type Repair Email randee.carter@thrivepet.com PROBLEM SUMMARY NWD Scaler issue. ADDITIONAL NOTES Anyone who answers the call can schedule this. 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!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Randee Carter
Owner
Kimberly Hardison
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01310081 (current) Invoiced
Repair • Tim Holman
Created: Oct 17, 2025 • Closed: Nov 1, 2025
Completed with minor delays
Invoiced • 138 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 8.0 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
3.7d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Awaiting Parts
1.8d / 3.0d SLA
Completed
0.8d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-28 Mburris called site set appt Randee Carter

10-28 Mburris

1ZE444250375720339

Estimated delivery

Today, October 28 between 1:00 P.M. - 4:00 P.M. 

We’ve updated the estimated delivery time of your package. Your driver is on the way to make delivery.



10/23/2025 SRobinson- Order No: 734174


Customer PO No: SR1476474


Customer: Thrive Pet Healthcare


Service Request NO: 1476474


Ship To Name: Petcare Hospital


Ship To Address: 4210 148th St SE    


Ship To City/State: MILL CREEK, WA 98012


Waybill (Tracking #): 1ZE444250375720339


Carrier: UPS-Parcel-Ground


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


LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT


10-17 Mburris email sent to POC

10/17 KHardison, Location is not open yet. No option to leave a vm. Sent email to customer regarding WO. Advised that a coordinator will call for scheduling

🔧 Work Performed
10.31 returned to replace scaler tubing. Replaced, tested with success, adj foot pedal, show staff results. 10.22 checked all connections, checked head piece, checked for continuity. No power is going through tubing. Called Midmark to order a new Scaler tube.
🔍 Technician Findings
scaler not vibrating
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email randee.carter@thrivepet.com PROBLEM SUMMARY NWD Scaler issue. ADDITIONAL NOTES Anyone who answers the call can schedule this. 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!
📄 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, 3:27 PM
Case Number: 00536238
Subject: Midmark Service Request Dispatch Authorization - WO-00116717
Status: Closed
📋
Work Order Created Oct 17, 7:53 AM
Work Order: WO-01310081
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 17, 7:58 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Oct 17, 9:27 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 28m
📅
▶
2 Dispatch Scheduled Oct 17, 11:10 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1h 43m
⏳ 4.0 business days
🔧
▶
4 Status: Tech On Site Oct 22, 1:33 PM
Status: Tech On Site → 3x Labor Added → Parts Requested → Status: Awaiting Parts
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 1.5, 35
📦
Parts Requested
Order: 00083993
Status: Closed
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 23, 4:02 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 2h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 28, 3:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-31T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Tim Holman Oct 31, 11:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
⏱️
▶
2 3x Labor Added Oct 31, 1:41 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site
To: Completed
Duration in Previous: 1h 53m
🚗
Travel Added Oct 31, 5:51 PM
Type: Travel
Status: Open
Qty: 50
🏁
Status: Closed by Tim Holman Nov 1, 4:24 PM
From: Completed
To: Closed
Duration in Previous: 1d 2h
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 5, 12:13 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 6, 2:09 PM
Invoice Number: SM-245648

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00536238
Closed
📦
Parts Order 00083993
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Oct 31, 12:00 PM
Created
Oct 17, 7:53 AM
Invoice #
SM-245648

Work Details (7)

Name Type Status Qty Amount Date
WL-02979989 Labor Open 2 $0.00 Oct 22, 1:36 PM
WL-02979990 Labor Open 1.5 $165.00 Oct 22, 1:36 PM
WL-02979991 Travel Open 35 $110.00 Oct 22, 1:36 PM
WL-02991768 Labor Open 2 $0.00 Oct 31, 1:41 PM
WL-02991769 Labor Open 1 $110.00 Oct 31, 1:41 PM
WL-02991770 Travel Open 35 $110.00 Oct 31, 1:41 PM
WL-02992302 Travel Open 50 $0.00 Oct 31, 5:51 PM

Details