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← WO Overview

WO-01311932 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Dr. Kelly's Surgical Unit — 1955 W Baseline Rd, Ste 110, Mesa AZ, 85202

Oct 29, 2025 → Nov 12, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 4, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 12, 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
⏸5d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 29 → Nov 5, 2025
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Nov 5 → Nov 10, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 12, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 29, 2025 Completed: Nov 12, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 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 → Nov 5 Awaiting Parts - Customer ⏸ Paused 5 —
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 0 / 4
Nov 5 → Nov 10 Assigned ▶ Running 3 3 / 4
Nov 10 → Nov 12 Scheduled ▶ Running 1 4 / 4
Nov 12 → Nov 12 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 5.4d
Coordinators 5.5d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.4 days
Coordinators
5.5 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Oct 29, 2025 Due: Nov 14, 2025 Completed: Nov 12, 2025 (2 days early)
📅
9.5 days Total Age
⏱️
5.4d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
3.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539298
Midmark Service Request Dispatch Authorization - WO-00121408
Closed
Zone 1 WD Vtop moves up by itself. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 735672 014-0419-00 1.00000 Ship Exchanged Open 735672 200-3041-31 1.00000 Ship Exchanged Open 735672 015-1556-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kat Cronn
Owner
Jessica Sells
Created
Oct 29, 2025
Work Orders from this Case (2)
WO-01311932 (current) Invoiced
Repair • Tyler Bollman
Created: Oct 29, 2025 • Closed: Nov 12, 2025
WO-01311933 Invoiced
Repair • Tyler Bollman
Created: Oct 29, 2025 • Closed: Nov 12, 2025
Completed with minor delays
Invoiced • 126 days old
🚨
Primary Delay 5.4 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 3.6 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
0.1d / 1.0d SLA
Assigned
3.6d / 0.5d SLA
Awaiting Parts - Customer
5.4d
Scheduled
1.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10 KKelch called Russell to schedule for 11/11 between 9 and 11 am. Customer confirmed. 

11/10 KKelch sent email for scheduling. Email logged on WO-01311933

11/10/2025 jsells

UPS Exception Notification, Tracking Number 1ZE444250175224085

The status of your package has changed.


Rescheduled Delivery Date: Monday, 11/10/2025


Exception Reason: The receiving business was closed. A second attempt will be made on the next business day.


Exception Resolution: Your delivery has been rescheduled for the next business day.

11/7/25 SReich

Your shipment

1ZE444250175224085

Scheduled Delivery

Monday, November 10 by 10:30 A.M.

We tried to deliver to the business, but it was closed. A second attempt will be made the next business day.


11/7/25 SReich

Your shipment

1ZE444250175224085

Estimated delivery

Today, November 07 between 9:30 A.M. - 11:30 A.M.


11/6/25 SReich

UPS Exception Notification, Tracking Number 1ZE444250175224085

An emergency situation or severe weather condition has delayed delivery.


11/6 KKelch waiting for ETA to update prior to scheduling

11/5 KKelch waiting for tracking to update prior to scheduling

11/5/25 SReich

Order No: 735672 Customer PO No: SR1484296 Customer: Midmark No Charge Service Request NO: 1484296 Ship To Name: Dr. Kelly's Surgical Unit Ship To Address: 1955 W Baseline Rd Ste 110 Ship To City/State: Mesa, AZ 85202-9003 Waybill (Tracking #): 1ZE444250175224085 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 05-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 200-3041-31 SERIAL #: DESCRIPTION: 16.5"CABLE/200N CYLINDER ASSEMBLY(SURG TABLE V PANEL) LINE NO: 2.1 QTY: 1 ITEM: 014-0419-00 SERIAL #: DESCRIPTION: AIR VALVE SOLENOID LINE NO: 3.1 QTY: 1 ITEM: 015-1556-00 SERIAL #: DESCRIPTION: DOOR INTRLCK SWITCH ASSY


11/5/25 RCook- Per email from Midmark: Hello, Rhea,

 

Sales Order 735672 is scheduled to ship today.  See logged email on WO-01311932.


11/4/25 RCook- Sent email to Midmark asking for update on tracking information. See logged email on WO-01311932


10/28/2025jsells

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

🔧 Work Performed
investigation showed the stabilizing feet inside the column were loose tightened and tested, had customer confirm the repair. called Devin at midmark to confirm part did not need to be returned and was left with customer.
🔍 Technician Findings
table wobbling
⚠️ Problem Description
Zone 1 WD Vtop moves up by itself. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 735672 014-0419-00 1.00000 Ship Exchanged Open 735672 200-3041-31 1.00000 Ship Exchanged Open 735672 015-1556-00 1.00000
📄 Description
Midmark Hydraulic Column Surgery Table, V-Top, Flat-Top

Timeline

📞
Case Linked Oct 29, 1:50 PM
Case Number: 00539298
Subject: Midmark Service Request Dispatch Authorization - WO-00121408
Status: Closed
📋
▶
2 Work Order Created Oct 29, 3:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Oct 29, 4:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 59m
👤
Status: Awaiting Parts - Customer by Laura Hill Oct 29, 5:10 PM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 25m
⚠️ 5.9 business days
📅
Status: Ready for Scheduling by Sherry Reich Nov 5, 2:48 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6d 22h
👷
▶
2 Technician Assigned Nov 5, 2:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Nov 10, 12:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-12T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tyler Bollman Nov 12, 11:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
🔩
▶
2 4x Parts Added Nov 12, 1:53 PM
4x Parts Added → Status: Completed
✔️
Status: Completed by Tyler Bollman
From: Tech On Site
To: Completed
Duration in Previous: 2h 19m
🏁
Status: Closed by Tyler Bollman Nov 12, 2:00 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 13, 4:37 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.9 business days
🧾
Invoice Created Nov 16, 8:18 PM
Invoice Number: SM-246465

Bottlenecks

Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours

🔗 Related Artifacts

📞
Case 00539298
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Nov 12, 10:00 AM
Created
Oct 29, 3:41 PM
Invoice #
SM-246465

Work Details (4)

Name Type Status Qty Amount Date
WL-03004681 Parts Open 1 $0.00 Nov 12, 1:53 PM
WL-03004682 Labor Open 1.5 $0.00 Nov 12, 1:53 PM
WL-03004683 Labor Open 1.5 $165.00 Nov 12, 1:53 PM
WL-03004684 Travel Open 39 $110.00 Nov 12, 1:53 PM

Details