Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311831 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Mercer Street Veterinary Hospital — 610 1st Ave N, Seattle WA, 98109

Oct 29, 2025 → Nov 7, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 4, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 29 → Oct 30, 2025
1 business day (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Nov 5, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Oct 29, 2025 Completed: Nov 7, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0 / 4
Oct 29 → Oct 29 Ready for Scheduling ▶ Running 0 0 / 4
Oct 29 → Oct 29 Assigned ▶ Running 0 0 / 4
Oct 29 → Oct 30 Awaiting Parts - Customer ⏸ Paused 1 —
Oct 30 → Nov 5 Ready for Scheduling ▶ Running 4 4 / 4
Nov 5 → Nov 7 Scheduled ▶ Running 2 6 / 4
Nov 7 → Nov 7 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 8.0d
Field Work 0.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
8.0 days
Over SLA
Field Work
0.4 days
Created: Oct 29, 2025 Due: Nov 10, 2025 Completed: Nov 7, 2025 (3 days early)
📅
8.0 days Total Age
⏱️
4.8d in Ready for Scheduling Longest Stage
🔄
9 transitions Status Changes
⚠️
4.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00539137
Midmark Service Request Dispatch Authorization - WO-00120830
Closed
Zone 1 NWD Air Leak Issues run with SR1476014 ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR 1476014. 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! Ship Exchanged Open 735455 002-1368-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Katie Walker
Owner
Sherry Reich
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01311831 (current) Invoiced
Repair • Tim Holman
Created: Oct 29, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Invoiced • 126 days old
🚨
Primary Delay 4.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 4.9 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
5.0d / 1.0d SLA
Awaiting Parts - Customer
2.0d
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-5 Mburris site reached out to tech to set

11-4 Mburris email sent to POC also WO-01311815


10/30/25 SReich

Order No: 735455 Customer PO No: SR1476008 Customer: Mercer Street Veterinary Hospital Service Request NO: 1476008 Ship To Name: Mercer Street Veterinary Hospital Ship To Address: 610 1st Ave N Ship To City/State: Seattle, WA 98109-4001 Waybill (Tracking #): 1ZE444250373270721 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1368-00 SERIAL #: DESCRIPTION: 4-HOLE TUBING HAND PIECE KIT, VETPRO 1000



10/29/25 SReich - Sent customer an email on WO-01311815.

🔧 Work Performed
troubleshoot and found that there was 2 gaskets on the drill hand piece. replaced with just 1. test with success. Midmark sent a polisher tubing. replaced, tested with success, show staff results.
🔍 Technician Findings
reported air leak from high speed drill
⚠️ Problem Description
Zone 1 NWD Air Leak Issues run with SR1476014 ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR 1476014. 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! Ship Exchanged Open 735455 002-1368-00 1.00000
📄 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 29, 6:52 AM
Case Number: 00539137
Subject: Midmark Service Request Dispatch Authorization - WO-00120830
Status: Closed
📋
▶
2 Work Order Created Oct 29, 10:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Oct 29, 11:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 24m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 30, 1:19 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Nov 5, 10:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-06T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Nov 5, 2:23 PM
Scheduled For: 2025-11-07T21:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Tim Holman Nov 7, 3:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 4h
⏱️
3x Labor Added Nov 7, 6:28 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1, 40
✔️
Status: Completed by Tim Holman Nov 7, 6:37 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 17m, 0m
⏳ 1.7 business days
📄
▶
2 Status: Ready to Bill Nov 11, 4:43 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Nancy Suarez Nov 11, 4:51 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created Nov 12, 12:09 PM
Invoice Number: SM-246240

Bottlenecks

Ready for Scheduling
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours

🔗 Related Artifacts

📞
Case 00539137
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Nov 7, 4:00 PM
Created
Oct 29, 10:25 AM
Invoice #
SM-246240

Work Details (3)

Name Type Status Qty Amount Date
WL-03000565 Labor Open 2 $0.00 Nov 7, 6:28 PM
WL-03000566 Labor Open 1 $110.00 Nov 7, 6:28 PM
WL-03000567 Travel Open 40 $110.00 Nov 7, 6:28 PM

Details