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WO-01311069 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Vetco Total Care Animal Hospital — 571 Ritchie Hwy, Severna Park MD, 21146-2923

Oct 23, 2025 → Oct 29, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 29, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 29, 2025
3 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
Created: Oct 23, 2025 Completed: Oct 30, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (5 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 Assigned ▶ Running 0 1 / 4
Oct 24 → Oct 29 Scheduled ▶ Running 3 4 / 4
Oct 29 → Oct 30 Tech On Site ▶ Running 1 5 / 4
Dispatch 0.0d
Coordinators 5.7d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.7 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Oct 23, 2025 Due: Nov 6, 2025 Completed: Oct 30, 2025 (7 days early)
📅
5.1 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
3.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537820
Midmark Service Request Dispatch Authorization - WO-00119149
Closed
Travel Zone 2 PROBLEM SUMMARY WD water issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2645040 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution WATER ISSUES UM UNDETERMINED DIAGNOSING PRODUCT HIGH SPEED HAND PIECE ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Levi Gordon
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311069 (current) Invoiced
Repair • Michael Harris
Created: Oct 23, 2025 • Closed: Oct 29, 2025
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 3.7 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
1.7d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025 SRobinson-

Order No: 735780


Customer PO No: SR1481184


Customer: Midmark No Charge


Service Request NO: 1481184  


Ship To Name: Vetco Total Care Animal Hospital


Ship To Address: 571 Ritchie Hwy    


Ship To City/State: Severna Park, MD 21146-2923


Waybill (Tracking #): 1ZE444250374226429


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 30-OCT-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10512-00 SERIAL #: DESCRIPTION: SERVICE KIT, HEAD CAP AND TURBINE CARTRIDGE REPLACEMENT, ALL STANDARD HEAD HIGH-SPEEDS


10/24/25 RCook- Spoke with Leanna, scheduled for 10/29/25. Arrival time between 1-3PM. States they closed at 6PM that day. Technician does not need anything to gain access to location or equipment. Leanna will be onsite that day.  


10/23/2025 SRobinson- Called Levi Gordon, 1(443) 942-9062. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
the left water bottle is missing an O-ring. the ring was found in a draw and replaced on the unit. the left bottle works properly. Midmark was called about the high speed drill. I spoke to Mike and he is going to have the high speed drill replaced at no cost. the unit was tested and all parts were in good working order.
🔍 Technician Findings
when the unit first starts and the water bottle switch is switched to the left bottle there is no flow of water to the instruments. also the high speed drill has a bit stuck and will not come out.
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY WD water issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2645040 Item 8000-008 ITEM DESCRIPTION VETPRO 1000 W/LED SCALER AND FIBER OPTICS PCR CODES Problem Cause Resolution WATER ISSUES UM UNDETERMINED DIAGNOSING PRODUCT HIGH SPEED HAND PIECE ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
📄 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 23, 11:56 AM
Case Number: 00537820
Subject: Midmark Service Request Dispatch Authorization - WO-00119149
Status: Closed
📋
▶
2 Work Order Created Oct 23, 2:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 24, 11:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 32m
🗓️
▶
2 Status: Scheduled Oct 24, 11:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-29T17:30:00.000+0000
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Oct 28, 10:49 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-29T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Harris Oct 29, 4:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
⏱️
▶
2 7x Labor Added Oct 29, 11:51 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 4m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Oct 31, 3:19 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 3, 11:34 AM
Invoice Number: SM-245399

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537820
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Oct 29, 4:00 PM
Created
Oct 23, 2:41 PM
Invoice #
SM-245399

Work Details (7)

Name Type Status Qty Amount Date
WL-02989362 Labor Open 1.8666666666667 $0.00 Oct 29, 11:51 PM
WL-02989363 Labor Open 1.1333333333333 $137.50 Oct 29, 11:51 PM
WL-02989364 Labor Open 1.8666666666667 $0.00 Oct 29, 11:51 PM
WL-02989365 Travel Open 64 $110.00 Oct 29, 11:51 PM
WL-02989366 Travel Open 78 $0.00 Oct 29, 11:51 PM
WL-02989367 Expenses Open 1 $0.00 Oct 29, 11:51 PM
WL-02989368 Expenses Open 1 $0.00 Oct 29, 11:51 PM

Details