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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310993 ↗ ServiceMax

MIDMARK • Repair • P4

📍 LEBANON SMALL ANIMAL CLINIC — 1196 Oregonia Rd, Lebanon OH, 45036

Oct 23, 2025 → Nov 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 29, 2025
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 11, 2025)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 24 → Oct 24, 2025
0 business days (not counted)
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 24 → Oct 24, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 29, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 30 → Oct 30, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Reschedule
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 3, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Nov 4, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 6, 2025
2 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 11 of 4 biz days used
1d
▶ Clock Running
Status: Reschedule
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 12 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 11 → Nov 11, 2025
0 business days (not counted)
Created: Oct 23, 2025 Completed: Nov 11, 2025
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (22 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0 / 4
Oct 23 → Oct 24 Ready for Scheduling ▶ Running 1 1 / 4
Oct 24 → Oct 24 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 24 → Oct 24 Assigned ▶ Running 0 1 / 4
Oct 24 → Oct 24 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 24 → Oct 24 Ready for Scheduling ▶ Running 0 1 / 4
Oct 24 → Oct 24 Entered ▶ Running 0 1 / 4
Oct 24 → Oct 27 Assigned ▶ Running 1 2 / 4
Oct 27 → Oct 29 Scheduled ▶ Running 2 4 / 4
Oct 29 → Oct 30 Tech On Site ▶ Running 1 5 / 4
Oct 30 → Oct 30 Awaiting Parts ⏸ Paused 0 —
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 5 / 4
Oct 30 → Oct 30 Reschedule ▶ Running 0 5 / 4
Oct 30 → Nov 3 Scheduled ▶ Running 2 7 / 4
Nov 3 → Nov 4 Tech On Site ▶ Running 1 8 / 4
Nov 4 → Nov 4 Awaiting Parts ⏸ Paused 0 —
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 8 / 4
Nov 4 → Nov 4 Reschedule ▶ Running 0 8 / 4
Nov 4 → Nov 6 Scheduled ▶ Running 2 10 / 4
Nov 6 → Nov 7 Tech On Site ▶ Running 1 11 / 4
Nov 7 → Nov 11 Reschedule ▶ Running 1 12 / 4
Nov 11 → Nov 11 Awaiting Parts - Customer ⏸ Paused 0 —
Dispatch 0.5d
Material Management 3.0d
Coordinators 13.6d
Field Work 3.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.5 days
Material Management
3.0 days
Coordinators
13.6 days
Over SLA
Field Work
3.8 days
Over SLA
Billing
0.0 days
Created: Oct 23, 2025 Due: Nov 10, 2025 Completed: Nov 11, 2025 (on time)
📅
13.0 days Total Age
⏱️
2.7d in Scheduled Longest Stage
🔄
21 transitions Status Changes
⚠️
4.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (3 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Franco Jackson — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 29, 2025
Visit 2 Nov 3, 2025
Visit 3 Nov 6, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537727
Midmark Service Request Dispatch Authorization - WO-00119080
Closed
Travel Zone 1 PROBLEM SUMMARY WD | Sensor connection issues ADDITIONAL NOTES Imaging/X-Ray Dispatch. If part doesnt solve issue tech to call in for further troubleshooting. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 3. Thank you! DISPATCH ITEMS Serial # L1189610 Item DCVM-G0X/H ITEM DESCRIPTION VETPRO DC 2.0, MOBILE SYSTEM PCR CODES Problem Cause Resolution COMMUNICATION ERROR PHYSICAL 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 Ship Exchanged Open 734379 E1-13044-L16 1.00000 Ship Exchanged Open 734379 45-A2008 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Molly Coates
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01310993 (current) Invoiced
Repair • Franco Jackson
Created: Oct 23, 2025 • Closed: Nov 11, 2025
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 2.7 days stuck in "Scheduled"
⏱️
Total Delay 4.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.5d / 0.5d SLA
Ready for Scheduling
2.2d / 1.0d SLA
Awaiting Parts - Customer
1.0d
Assigned
1.4d / 0.5d SLA
Scheduled
7.9d / 2.0d SLA
Tech On Site
3.8d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/4/2025 CRamen spoke with Molly and she confirmed receipt of parts and are with the unit and scheduled for Thursday 11/6/2025 with tech arrival between 8-10am and Molly is the contact the day of service 513-932-4189 


11/4/25 SReich

Your shipment

1ZE444250146294831

 Delivered On

Tuesday, November 04 at 10:14 A.M.

Order No: 736389 Customer PO No: SR1481046 Customer: Midmark No Charge Service Request NO: 1481046 Ship To Name: Lebanon Small Animal Clinic Ship To Address: 1196 Oregonia Rd Ship To City/State: Lebanon, OH 45036-9740 Waybill (Tracking #): 1ZE444250146294831 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 03-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10395-00 SERIAL #: DESCRIPTION: USB SERVICE REPLACEMENT KIT


10/30/2025 CRamen spoke with Molly, confirmed receipt of parts and scheduled repair for Monday 11/3/2025 with tech arrival between 8-10am.


10/30/25 SReich

Your shipment

1ZE444250348783457

Estimated delivery

Today, October 30 between 9:30 A.M. - 12:30 P.M.

Order No: 735558 Customer PO No: SR1481046 Customer: Midmark No Charge Service Request NO: 1481046 Ship To Name: Lebanon Small Animal Clinic Ship To Address: 1196 Oregonia Rd Ship To City/State: Lebanon, OH 45036-9740 Waybill (Tracking #): 1ZE444250348783457 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 29-OCT-2025 LINE NO: 2.1 QTY: 1 ITEM: E1-13045-03 SERIAL #: DESCRIPTION: CABLE ASM. USB TYPE A MALE TO MINI B MALE, 1M LG.


10/27/2025 CRamen spoke with Molly and scheduled for Wednesday 10/29/2025 with tech arrival between 8-10am


10/24/2025 CRamen spoke with Jonathan and he said he will have Molly call me back on Monday when she is back in the office. 


10/24 KHardison: No ETA. Updated due date.

Ship To Name: Lebanon Small Animal Clinic Ship To Address: 1196 Oregonia Rd Ship To City/State: Lebanon, OH 45036-9740 Waybill (Tracking #): 1ZE444250348462848 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: E1-13044-L16 SERIAL #: DESCRIPTION: CABLE ASM USB MINI B EXT, 1.6M LINE NO: 2.1 QTY: 1 ITEM: 45-A2008 SERIAL #: DESCRIPTION: SENSOR PLUG-IN ASSEMBLY, USB

10/23/2025 CRamen assigned to Franco and placed into APC


10/23/2025 SRobinson- Called Molly Coates, 1(513) 932-4189. Molly is OOO until next week. Sending email to molly@lebanonsac.com with WO# and advising a coordinator will be reaching out to schedule.

🔧 Work Performed
29oct2025 fjackson replaced the parts sent and issue persist, after troubleshooting determined the horizontal cable needs replaced, called midmark to have part ordered 3nov2025 fjackson replaced cable sent and still issue with sensor being recognized, i found that the sensor has some play in it at the knuckle connection, it has to be in a certain spot to be seen, called midmark and they are sending complete kit with cables and hub board 6nov2025 fjackson replaced parts sent and issue still persist, seems a little better, the sensor feels more snug connection in the hub but if you move the sensor a little bit it goes undetected, i was able to secure it and showed the customer, i informed the customer i would follow up with midmark to see if any other options as it seems the sensor is still the issue as everything with in the cables and hub have been replaced
🔍 Technician Findings
senor connection issue
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD | Sensor connection issues ADDITIONAL NOTES Imaging/X-Ray Dispatch. If part doesnt solve issue tech to call in for further troubleshooting. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 3. Thank you! DISPATCH ITEMS Serial # L1189610 Item DCVM-G0X/H ITEM DESCRIPTION VETPRO DC 2.0, MOBILE SYSTEM PCR CODES Problem Cause Resolution COMMUNICATION ERROR PHYSICAL 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 Ship Exchanged Open 734379 E1-13044-L16 1.00000 Ship Exchanged Open 734379 45-A2008 1.00000
📄 Description
Midmark VetPro mobile x-ray unit.

Timeline

📞
Case Linked Oct 23, 10:05 AM
Case Number: 00537727
Subject: Midmark Service Request Dispatch Authorization - WO-00119080
Status: Closed
📋
Work Order Created Oct 23, 11:40 AM
Work Order: WO-01310993
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Oct 23, 3:30 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 3h 49m
👤
▶
2 Status: Awaiting Parts - Customer Oct 24, 12:04 AM
Status: Awaiting Parts - Customer → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Franco Jackson
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 24, 4:28 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 16h 22m
🆕
▶
2 Status: Entered Oct 24, 4:34 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Franco Jackson
⏳ 1.9 business days
🗓️
▶
2 Status: Scheduled Oct 27, 2:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-29T12:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Robert Jackson Oct 29, 9:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 18h
⏱️
▶
3 3x Labor Added Oct 29, 9:58 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084443
Status: Closed
📦
Status: Awaiting Parts by Robert Jackson
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 12h 42m
📅
Status: Ready for Scheduling by Sherry Reich Oct 30, 8:55 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 10h 55m
🔄
Status: Reschedule by Charles Ramen Oct 30, 3:28 PM
From: Ready for Scheduling
To: Reschedule
Duration in Previous: 6h 33m
🗓️
▶
2 Status: Scheduled Oct 30, 3:33 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-03T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Robert Jackson Nov 3, 9:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 18h
⏱️
▶
3 3x Labor Added Nov 3, 10:39 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084682
Status: Closed
📦
Status: Awaiting Parts by Robert Jackson
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 13h 24m
📅
Status: Ready for Scheduling by Sherry Reich Nov 4, 10:50 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 12h 8m
🔄
▶
2 Status: Reschedule Nov 4, 1:19 PM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-06T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Robert Jackson Nov 6, 12:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
▶
2 3x Labor Added Nov 6, 9:59 PM
3x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Robert Jackson
From: Tech On Site
To: Reschedule
Duration in Previous: 9h 0m
⏳ 2.2 business days
👤
Status: Awaiting Parts - Customer by Charles Ramen Nov 11, 7:57 AM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 4d 9h
✔️
▶
2 Status: Completed Nov 11, 6:14 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Robert Jackson
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 13, 1:16 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 14, 4:17 PM
Invoice Number: SM-246435

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.4 business hours
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business hours
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537727
Closed
📦
Parts Order 00084443
Closed
📦
Parts Order 00084682
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Franco Jackson
Scheduled
N/A
Created
Oct 23, 11:40 AM
Invoice #
SM-246435

Work Details (9)

Name Type Status Qty Amount Date
WL-02989164 Labor Open 0.58333333333333 $0.00 Oct 29, 9:58 PM
WL-02989165 Labor Open 1.4166666666667 $165.00 Oct 29, 9:58 PM
WL-02989166 Travel Open 30 $110.00 Oct 29, 9:58 PM
WL-02995161 Labor Open 0.5 $0.00 Nov 3, 10:39 PM
WL-02995162 Labor Open 1.5 $165.00 Nov 3, 10:39 PM
WL-02995163 Travel Open 30 $110.00 Nov 3, 10:39 PM
WL-02999359 Labor Open 0.5 $0.00 Nov 6, 9:59 PM
WL-02999360 Labor Open 1 $110.00 Nov 6, 9:59 PM
WL-02999361 Travel Open 31 $110.00 Nov 6, 9:59 PM

Details