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WO-01312932 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Somerset Veterinary Clinic — 8823 Roe Ave, PRAIRIE VILLAGE KS, 66207-2201

Nov 4, 2025 → Nov 12, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 10, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 12, 2025
5 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Nov 4, 2025 Completed: Nov 12, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0 / 4
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0 / 4
Nov 4 → Nov 4 Assigned ▶ Running 0 0 / 4
Nov 4 → Nov 12 Scheduled ▶ Running 5 5 / 4
Nov 12 → Nov 12 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Coordinators 6.0d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.0 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Nov 10, 2025 Completed: Nov 13, 2025 (2 days late)
📅
6.2 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540555
Midmark Service Request Dispatch Authorization - WO-00122987
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD Draining Issues ADDITIONAL NOTES 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. PCR CODES Problem Cause Resolution DRAINING ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mikaela Gilbreath
Owner
John Rolston
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312932 (current) Invoiced
Repair • Blake Ward
Created: Nov 4, 2025 • Closed: Nov 12, 2025
Completed with minor delays
Invoiced • 120 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 5.9 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/4 KKelch called Mikaela to schedule for 11/10 between 12 and 2 pm. She asked for 11/12 between 12 and 2 pm. Customer confirmed. 

11/04/2025 JRolston - Called site POC, Mikaela Gilbreath @ (913) 341-9191. Advised her that dispatch has been received, no parts shipping at this time, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
Recalibrated water sensor. Ran water into drain. Confirmed pump cycles on and off when draining. Tested all functions and confirmed unit is working properly.
🔍 Technician Findings
Pump won't shut off and continues to run without water. Found water sensor needs to be adjusted.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD Draining Issues ADDITIONAL NOTES 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. PCR CODES Problem Cause Resolution DRAINING ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark Canis Major Vet table (CMDT-60, CMDT-WS-60)

Timeline

📞
Case Linked Nov 3, 4:27 PM
Case Number: 00540555
Subject: Midmark Service Request Dispatch Authorization - WO-00122987
Status: Closed
📋
▶
2 Work Order Created Nov 4, 11:18 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
4 Technician Assigned Nov 4, 12:06 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 43m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-12T18:00:00.000+0000
⚠️ 6.0 business days
🔧
▶
2 Status: Tech On Site Nov 12, 2:12 PM
Status: Tech On Site → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 240
⏱️
▶
2 2x Labor Added Nov 12, 4:27 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Blake Ward
From: Tech On Site
To: Completed
Duration in Previous: 2h 14m
⏱️
Labor Added Nov 12, 8:29 PM
Type: Labor
Status: Open
Qty: 3.75
🏁
Status: Closed by Blake Ward Nov 12, 8:37 PM
From: Completed
To: Closed
Duration in Previous: 4h 9m
⏳ 3.4 business days
📄
▶
2 Status: Ready to Bill Nov 17, 4:15 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 18, 7:08 PM
Invoice Number: SM-246800

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00540555
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Blake Ward
Scheduled
Nov 12, 1:00 PM
Created
Nov 4, 11:18 AM
Invoice #
SM-246800

Work Details (5)

Name Type Status Qty Amount Date
WL-03004759 Travel Open 240 $110.00 Nov 12, 2:17 PM
WL-03004760 Travel Open 240 $0.00 Nov 12, 2:17 PM
WL-03005046 Labor Open 4 $0.00 Nov 12, 4:27 PM
WL-03005047 Labor Open 2.25 $247.50 Nov 12, 4:27 PM
WL-03005512 Labor Open 3.75 $0.00 Nov 12, 8:29 PM

Details