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WO-01312898 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Murrieta Oaks Veterinary Hospital — 40484 Murrieta Hot Springs Road, Suite 101, Murrieta CA, 92563

Nov 4, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 19, 2026
✗ SLA Missed (5 biz days late)
Active: 53 biz days
🕐 Clock stopped: Completed (Jan 26, 2026)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
46d
▶ Clock Running
Status: L2 Screening
Nov 4 → Jan 14, 2026
46 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 46 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 14 → Jan 24, 2026
6 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 24 → Jan 24, 2026
0 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Completed
Jan 24 → Jan 24, 2026
0 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Closed
Jan 24 → Jan 26, 2026
1 business day (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 53 of ? biz days used
Created: Nov 4, 2025 Completed: Jan 26, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Jan 14 L2 Screening ▶ Running 46 46
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 46
Jan 14 → Jan 14 Assigned ▶ Running 0 46
Jan 14 → Jan 24 Scheduled ▶ Running 6 52
Jan 24 → Jan 24 Tech On Site ▶ Running 0 52
Jan 24 → Jan 24 Completed ▶ Running 0 52
Jan 24 → Jan 26 Closed ▶ Running 1 53
Jan 26 → Jan 26 Ready for Scheduling ▶ Running 0 53
Dispatch 47.0d
Coordinators 7.5d
Field Work 5.6d
Billing 2.9d
✗ SLA Missed
Dispatch
47.0 days
Over SLA
Coordinators
7.5 days
Over SLA
Field Work
5.6 days
Over SLA
Billing
2.9 days
Over SLA
Created: Nov 4, 2025 Due: Jan 19, 2026 Completed: Feb 2, 2026 (13 days late)
📅
58.7 days Total Age
⏱️
47.0d in L2 Screening Longest Stage
🔄
14 transitions Status Changes
⚠️
57.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 19, 2026
Visit 2 Jan 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540470
Vet Order - Murrieta Oaks Veterinary Hospital - Murrieta, CA - Quote #8674650
Closed
This install is for Omar Serrano. Contact Date Contact Name Contact Email Address Scheduled Install Date (based on the expected ship date) Completed Install Date (final email indicating the install has been completed) wall mounted unit with a #2 sensor Scheduled Ship Date: DECEMBER 2, 2025 Please include the 2025 Animal Dental Imaging Promotional Flyer along with the Pre-Installation Survey to the customer. The 2025 Animal Dental Imaging Promotional Flyer explains how they can redeem for the 4-hour clinical training that is being offered with the purchase of a complete x-ray system. Web address for the end user to access the pre-recorded software webinar is in the pre-installation survey on the first page. All Midmark Progeny WOs: Mandatory documents: FDA 2579 Form Signed OM Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Patricia Munson
Owner
Jessica Sells
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312898 (current) Invoiced
Installation • Omar Serrano
Created: Nov 4, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 47.0 days stuck in "L2 Screening"
⏱️
Total Delay 57.1 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
47.0d / 1.0d SLA
Ready for Scheduling
0.5d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Completed
5.6d / 1.0d SLA
WO Correction Needed
1.2d
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-14 Mburris email from Rodrigo Olmos to set appt for 1-19 10am / Email sent to dispatch and midmark with Correcting the address information:

 

Location:

40484 Murrieta Hot Springs Road, Suite 101

Murrieta, CA 92563

Contact:

Rodrigo Olmos

(916)-500-2128

1-14 Mburris email sent to POC looking for 1-19

🔧 Work Performed
Arrived on site and called POC he informed me he had provided updated address but just had not been entered yet. Got new address and headed to location to meet Tod lead on site. Once unit found and location given asked Todd about backing inside wall as unit was 82” reach and wall built with metal studs. I was informed only 1.5” thickness between studs but i informed Contractor that we needed 3” so after some talking he informed me he would have framers come in and install the rest of backing. After framers finally done with wall began getting wall ready and when drilling starter holes ran into issue of orientation of studs causing empty space. Midmark closed for the holiday so waited for next day to call in to midmark. 1/23 Speaking with midmark we determined we would use hex bolts, fender washers and nylon washers to install onto wall. George Marino also stated to create holes on metal plate Unit installed and completed testing to ensure unit working. Modifications made and but approval granted by George Marino at midmark. FDA form completed but no basic training completed as only contractors on site
🔍 Technician Findings
Customer states new unit needs to be installed
⚠️ Problem Description
This install is for Omar Serrano. Contact Date Contact Name Contact Email Address Scheduled Install Date (based on the expected ship date) Completed Install Date (final email indicating the install has been completed) wall mounted unit with a #2 sensor Scheduled Ship Date: DECEMBER 2, 2025 Please include the 2025 Animal Dental Imaging Promotional Flyer along with the Pre-Installation Survey to the customer. The 2025 Animal Dental Imaging Promotional Flyer explains how they can redeem for the 4-hour clinical training that is being offered with the purchase of a complete x-ray system. Web address for the end user to access the pre-recorded software webinar is in the pre-installation survey on the first page. All Midmark Progeny WOs: Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Nov 3, 2:22 PM
Case Number: 00540470
Subject: Vet Order - Murrieta Oaks Veterinary Hospital - Murrieta, CA - Quote #8674650
Status: Closed
📋
2 Work Order Created Nov 4, 9:24 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 3m
🚨 47.0 business days
📅
Status: Ready for Scheduling by Dave Creditt Jan 14, 8:15 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 70d 22h
👷
2 Technician Assigned Jan 14, 11:23 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 7m
📅
2 Dispatch Scheduled Jan 14, 12:22 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 58m
4.0 business days
📅
Dispatch Scheduled by Omar Serrano Jan 20, 9:58 AM
Scheduled For: 2026-01-23T18:00:00.000+0000
4.0 business days
🔧
Status: Tech On Site by Omar Serrano Jan 23, 9:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 8h
🚗
2 11x Travel Added Jan 24, 12:00 AM
11x Travel Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 54m, 0m
1.0 business days
📅
Status: Ready for Scheduling by Nicholas Willick Jan 26, 10:42 AM
From: Closed
To: Ready for Scheduling
Duration in Previous: 2d 10h
✔️
Status: Completed by Omar Serrano Jan 26, 11:55 AM
From: Ready for Scheduling
To: Completed
Duration in Previous: 1h 13m
💵
Expenses Added Jan 26, 12:02 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.1 business days
🏁
Status: Closed by Omar Serrano Feb 2, 12:43 AM
From: Completed
To: Closed
Duration in Previous: 6d 12h
✏️
Status: WO Correction Needed by Nancy Suarez Feb 2, 5:00 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 16h 17m
🏁
Status: Closed by Omar Serrano Feb 3, 10:22 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 17h 21m
2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 4, 1:59 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 3h
📨
3 Status: Invoice Pending Feb 5, 1:25 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-253066

Bottlenecks

L2 Screening
Duration: 47.0 business days (threshold: 1.0 business days)
Exceeded by 46.0 business days
Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Completed
Duration: 5.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours

🔗 Related Artifacts

📞
Case 00540470
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Omar Serrano
Scheduled
Jan 23, 1:00 PM
Created
Nov 4, 9:24 AM
Invoice #
SM-253066

Work Details (12)

Name Type Status Qty Amount Date
WL-03077762 Travel Open 83 $230.00 Jan 24, 12:00 AM
WL-03077763 Labor Open 4.5 $495.00 Jan 24, 12:00 AM
WL-03077764 Travel Open 85 $230.00 Jan 24, 12:00 AM
WL-03077765 Travel Open 86 $0.00 Jan 24, 12:00 AM
WL-03077766 Labor Open 2.5 $0.00 Jan 24, 12:00 AM
WL-03077767 Labor Open 2.5 $0.00 Jan 24, 12:00 AM
WL-03077768 Labor Open 5 $550.00 Jan 24, 12:00 AM
WL-03077769 Travel Open 83 $0.00 Jan 24, 12:00 AM
WL-03077770 Labor Open 2.5 $0.00 Jan 24, 12:00 AM
WL-03077771 Expenses Open 1 $0.00 Jan 24, 12:00 AM
WL-03077772 Labor Open 2 $0.00 Jan 24, 12:00 AM
WL-03079007 Expenses Open 1 $0.00 Jan 26, 12:02 PM

Details