Primary Delay6.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay6.7 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
L2 Screening
2.3d / 1.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Awaiting Parts - Customer
6.0d
Reschedule
0.2d / 2.0d SLA
Scheduled
7.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
11/12 KSmith -- Per Shawn, reassign this to Pete to cover
11/5 KSmith -- Scheduled for 11/14 with Scott
11/5 KSmith -- Sent email to schedule for 11/14
11/5 KSmith -- Per Midmark, "This order shipped on 10/31/25 by Pitt Ohio-Truck with tracking #5052040939."
11/5 KSmith -- Followed up with Midmark to see if the unit shipped on 11/3 as scheduled
🔧Work Performed
Tech assembled the unit and showed the customer how to use the software. Images were clear and everything is working properly.
🔍Technician Findings
X RAY UNIT NEEDS TO ASSSEMBLED
⚠️Problem Description
DENTAL IMAGING INSTALLATION
ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L
Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP
Serial Number:
Scheduled Ship Date: 11/3/25
Sales Order #: 8673231
Customer PO #: 4603241295
📄Description
Midmark VetPro mobile x-ray unit.
📧
Email:Re: NORTHWAY MOBILE VETERINARY SURGERY -- Midmark Installation -- WO-01311597
Completed Nov 5, 2025
From: bvck9doc@gmail.com
To: ksmith@emsar.com
Friday November 14 works just fine thanks. Will it be an all day event? Do we need time blocked out for our staff?
Thanks,
Scott Cherry DVM
On Wed, Nov 5, 2025 at 10:40 AM Kourtney Smith <ksmith@emsar.com <mailto:ksmith@emsar.com> > wrote:
Good Morning Scott,
Your new Midmark unit was delivered yesterday to your facility.
Would Friday, November 14th work for the technician to come onsite and install the unit?
BEST REGARD
📧
Email: NORTHWAY MOBILE VETERINARY SURGERY -- Midmark Installation -- WO-01311597
Completed Nov 5, 2025
To: bvck9doc@gmail.com
CC:
BCC:
Attachment: --none--
Subject: NORTHWAY MOBILE VETERINARY SURGERY -- Midmark Installation -- WO-01311597
Body:
Good Morning Scott,
Your new Midmark unit was delivered yesterday to your facility.
Would Friday, November 14th work for the technician to come onsite and install the unit?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.COM.
WWW.EMSAR.COM
Disclaimer: The disclaimer co
📧
Email:RE: NORTHWAY MOBILE VETERINARY SURGERY -- Customer Case 8673232 -- WO-01311597
Completed Nov 5, 2025
From: Veterinary@midmark.com
To: ksmith@emsar.com
Hello,
This order shipped on 10/31/25 by Pitt Ohio-Truck with tracking #5052040939.
Have a blessed day!
Designing better care.®
Amy Robinson
Customer Experience Representative
Veterinary Department
E: veterinary@midmark.com <mailto:veterinary@midmark.com>
T: 1.800.MIDMARK
midmark.com <https://protect.checkpoint.com/v2/r01/___https://midmark.sharepoint.com/teams/CC/Teammate%20Resources/Poli
📧
Email: NORTHWAY MOBILE VETERINARY SURGERY -- Customer Case 8673232 -- WO-01311597
Completed Nov 5, 2025
To: animalhealth@midmark.com
CC:
BCC:
Attachment: --none--
Subject: NORTHWAY MOBILE VETERINARY SURGERY -- Customer Case 8673232 -- WO-01311597
Body:
Good Morning,
I just wanted to check in and see if the unit shipped on 11/3 as scheduled?
If so, could we get the tracking information?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.COM.
WWW.EMSAR.COM
Disclaimer: The disclaimer covers legal notifications for E
📞
Call
Completed Oct 27, 2025
Oct 29, 2025 8:35am
@Stephanie Ramen Work Order 01311597 can be released for schedule.
📅
WO-01311597 - Installation - Latham - NORTHWAY MOBILE VETERINARY SURGERY
Nov 14, 2025 11:00am – 2:00pm
Work Order: WO-01311597
Account: MIDMARK
Customer Case Number: 8673232
Location: NORTHWAY MOBILE VETERINARY SURGERY
Address: 637 New Loudon Rd Ste 4, Latham, NY 12110-4077
Manufacturer:
Model #:
Serial #:
Contact Name: Scott Cherry
Contact Phone: 1(518)783-9282
Contact Email: bvck9doc@gmail.com
D
PDF
2025-ah-dental-imaging-program (9)
Oct 27, 2025
PDF
Midmark FDA-2579_06-25-21-Secured
Oct 27, 2025
PDF
OM_199707144_8673232
Oct 27, 2025
PDF
Pre-Install Survey Mobile- 06.19.2025 (4)
Oct 27, 2025
PDF
Northway Pre-Install Survey Mobile- 06.19.2025
Oct 29, 2025
PDF
Midmark FDA-2579_06-25-21-Secured WO-01311597
Nov 14, 2025
PDF
OM_199707144_8673232
Nov 14, 2025
Timeline
📞
Case Linked Oct 27, 5:01 PM
Case Number:00538736
Subject:Vet Order - Northway Mobile Veterinary Surgery - Latham, NY - Quote #8673232
Status:Closed
📋
▶
2
Work Order Created Oct 27, 5:34 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From:Entered, Ready for Scheduling
To:Ready for Scheduling, L2 Screening
Duration in Previous:1m, 0m
⏳2.8 business days
📅
Status: Ready for Scheduling by Dave CredittOct 29, 8:35 AM
From:L2 Screening
To:Ready for Scheduling
Duration in Previous:1d 14h
👷
▶
2
Technician Assigned Oct 29, 9:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From:Ready for Scheduling, Assigned
To:Assigned, Awaiting Parts - Customer
Duration in Previous:59m, 0m
⚠️6.0 business days
🔄
Status: Reschedule by Kourtney SmithNov 5, 10:38 AM