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WO-01310866 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Loyal Family Vet Hospital — 677 120th Ave NE Ste 3A, Bellevue WA, 98005

Oct 22, 2025 → Nov 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 28, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 1, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 23 → Oct 23, 2025
0 business days (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 29, 2025
4 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 29 → Nov 1, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
Created: Oct 22, 2025 Completed: Nov 1, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0 / 4
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 1 / 4
Oct 23 → Oct 23 Assigned ▶ Running 0 1 / 4
Oct 23 → Oct 23 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 23 → Oct 29 Ready for Scheduling ▶ Running 4 5 / 4
Oct 29 → Nov 1 Scheduled ▶ Running 2 7 / 4
Dispatch 0.0d
Material Management 0.5d
Coordinators 9.1d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.5 days
Coordinators
9.1 days
Over SLA
Billing
1.3 days
Created: Oct 22, 2025 Due: Nov 3, 2025 Completed: Nov 1, 2025 (2 days early)
📅
7.6 days Total Age
⏱️
4.6d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537548
Midmark Service Request Dispatch Authorization - WO-00118619
Closed
Zone 1 WD - Replace hand switch - Hand switch no longer working Imaging - Secondary Contact: Audre For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 3. Thank you! Ship Exchanged Open 734251 002-11260-00 1.00000 All x-ray WOs: Mandatory documents: FDA 2579 Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karena Connors
Owner
Jessica Sells
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310866 (current) Invoiced
Repair • Tim Holman
Created: Oct 22, 2025 • Closed: Nov 1, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 4.6 days stuck in "Ready for Scheduling"
⏱️
Total Delay 7.1 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
6.1d / 1.0d SLA
Awaiting Parts - Customer
0.5d
Scheduled
3.0d / 2.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
1.3d
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/05/2025 NSuarez SRA needs to be filled out also Milage date updated to 10/31/25 currently 11/01/25.

10-31 Mburris call from POC advised they replaced the button themselves and no tech is needed

10-29 Mburris called site and set with Karena

10/23/2025 SRobinson- Order No: 734251


Customer PO No: SR1480666


Customer: Midmark No Charge


Service Request NO: 1480666


Ship To Name: Loyal Family Vet Hospital


Ship To Address: 677 120th Ave NE Ste 3A   


Ship To City/State: Bellevue, WA 98005-3045


Waybill (Tracking #): 1ZE444250373765778


Carrier: UPS-Parcel-Ground


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


LINE NO: 1.1 QTY: 1 ITEM: 002-11260-00 SERIAL #: DESCRIPTION: KIT, HANDSWITCH ASSEMBLY


10/22/2025jsells

spoke with Karena and I gave her the WO# and told her a coordinator will call her to schedule the onsite visit

🔧 Work Performed
Canceled WO
🔍 Technician Findings
upon arvl, michael Burras called and said that the customer canceled the visit because they fixed the issue them selves.
⚠️ Problem Description
Zone 1 WD - Replace hand switch - Hand switch no longer working Imaging - Secondary Contact: Audre For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 3. Thank you! Ship Exchanged Open 734251 002-11260-00 1.00000 All x-ray WOs: Mandatory documents: FDA 2579 Form
📄 Description
Midmark Progeny VetPro Wall Mount x-ray system. (P7015, P7015V-P, DCV5, P7016, DCV6, P7017, DCV7, DCD7, P7018, DCV8)

Timeline

📞
Case Linked Oct 22, 3:14 PM
Case Number: 00537548
Subject: Midmark Service Request Dispatch Authorization - WO-00118619
Status: Closed
📋
Work Order Created Oct 22, 3:27 PM
Work Order: WO-01310866
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Oct 22, 3:34 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
2 Technician Assigned Oct 23, 11:01 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 19h 26m, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Oct 23, 3:21 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4h 19m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Oct 29, 10:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-31T20:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Nov 1, 4:21 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 5h, 0m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 5, 12:10 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 20h
🏁
Status: Closed by Tim Holman Nov 5, 10:25 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 10h 14m
💵
Status: Billing Review by Nancy Suarez Nov 6, 10:09 AM
From: Closed
To: Billing Review
Duration in Previous: 11h 44m
📄
▶
2 Status: Ready to Bill Nov 6, 10:15 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Nov 9, 8:52 PM
Invoice Number: SM-245706

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Ready for Scheduling
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00537548
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Oct 31, 4:00 PM
Created
Oct 22, 3:27 PM
Invoice #
SM-245706

Work Details (5)

Name Type Status Qty Amount Date
WL-02993035 Labor Open 1 $0.00 Nov 1, 4:21 PM
WL-02993036 Labor Open 0.25 $0.00 Nov 1, 4:21 PM
WL-02993037 Labor Open 0.75 $0.00 Nov 1, 4:21 PM
WL-02993038 Travel Open 35 $110.00 Nov 1, 4:21 PM
WL-02993039 Travel Open 25 $0.00 Nov 1, 4:21 PM

Details