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← WO Overview

WO-01313001 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Veterinary Care & Specialty Group — 3201 Broad St, Chattanooga TN, 37408-3051

Nov 4, 2025 → Nov 14, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 10, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
🏭 Customer Supplied Parts (1)
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
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 4 → Nov 5, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 11, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Nov 11 → Nov 12, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Nov 4, 2025 Completed: Nov 14, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (13 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 5 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 5 → Nov 6 Ready for Scheduling ▶ Running 1 1 / 4
Nov 6 → Nov 6 Assigned ▶ Running 0 1 / 4
Nov 6 → Nov 11 Scheduled ▶ Running 2 3 / 4
Nov 11 → Nov 11 Tech On Site ▶ Running 0 3 / 4
Nov 11 → Nov 12 Awaiting Parts ⏸ Paused 1 —
Nov 12 → Nov 13 Ready for Scheduling ▶ Running 1 4 / 4
Nov 13 → Nov 13 Assigned ▶ Running 0 4 / 4
Nov 13 → Nov 14 Scheduled ▶ Running 1 5 / 4
Nov 14 → Nov 14 Tech On Site ▶ Running 0 5 / 4
Dispatch 0.0d
Material Management 2.5d
Coordinators 8.9d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.5 days
Coordinators
8.9 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Nov 24, 2025 Completed: Nov 14, 2025 (10 days early)
📅
7.6 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
4.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 James Duff — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025
Visit 2 Nov 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540716
Midmark Service Request Dispatch Authorization - WO-00123471
Closed
Zone 2 WD Power Issues ADDITIONAL NOTES Lucas is unavailable on Wednesdays. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 736512 029-10090-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lucas Owens
Owner
Sherry Reich
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313001 (current) Invoiced
Repair • James Duff
Created: Nov 4, 2025 • Closed: Nov 14, 2025
Completed with minor delays
Invoiced • 120 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 4.3 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
3.8d / 1.0d SLA
Awaiting Parts - Customer
1.5d
Assigned
0.1d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/17/2025 SRobinson-

Order No: 738859


Customer PO No: SR1486486


Customer: Midmark No Charge


Service Request NO: 1486486

  

Ship To Name: Veterinary Care & Specialty Group


Ship To Address: 3201 Broad St    


Ship To City/State: Chattanooga, TN 37408-3051


Waybill (Tracking #): 1ZE444250147797055


Carrier: UPS-Air-Next Day Air  


The following items have shipped from Midmark Corporation on: 17-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: QC6-01 SERIAL #: 086502 DESCRIPTION: QUICKCLEAN ULTRASONIC, QC6-01


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259075769777 DESCRIPTION: ARS LABEL, ST RT 47 WEST



11/12 MOwens Called and spoke to Lucas Owens. He did receive the part and will have it by the unit when tech arrives onsite. Scheduled the return for Friday 11/14 with arrival between 10-11am. He said that will work for him.

11/12/2025jsells




Ship To Name: Veterinary Care & Specialty Group Ship To Address: 3201 Broad St Ship To City/State: Chattanooga, TN 37408-3051 Waybill (Tracking #): 1ZE444250172918699 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 11-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10166-00 SERIAL #: DESCRIPTION: KIT, PCB, FRONT PANEL


11/6 MOwens Lucas called back and I told him to watch for the parts that will deliver tomorrow 11/7 between 10am-2pm. The service visit is scheduled for next Tues 11/11 with eta between 10-11am. Lucas said that day works for him.

11/6 MOwens Called to speak to Lucas Owens. Left a vm for him to call back to schedule the repair visit next week after the parts arrive on 11/7.

11/5/25 SReich

Order No: 736512 Customer PO No: SR1486486 Customer: Midmark No Charge Service Request NO: 1486486 Ship To Name: Veterinary Care & Specialty Group Ship To Address: 3201 Broad St Ship To City/State: Chattanooga, TN 37408-3051 Waybill (Tracking #): 1ZE444250373113927 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 029-10090-00 SERIAL #: DESCRIPTION: ASSY,BASE PLATE, QC6-01


11/4/25 SReich - Spoke to Lucas, gave him the WO # and told him someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
11/11/2025 - JWD Located Midmark Ultrasonic cleaner and received the assembly base plate,OC6-01 part##029-10090-00 and replaced the part then checked the power with the multimeter and power was reading correctly within the specs. Powered on unit and display board wouldn't come on. Ensured on button was on in the back of the unit. Called Midmark and spoke to Devin and troubleshooted in different areas and determined the issue was the Front panel pcb board needs to be replaced part#002-10166-00. Devin will send part to site. Unit is covered under warranty. 11-14-25- I replaced the front panel PCB and still have no display. Looks like the screen is flickering a little like it wants to come on. I spoke to MidMark Tech Support and they said they are just going to send out a new unit for replacement.
🔍 Technician Findings
11/11/2025 - JWD Locate Midmark Ultrasonic cleaner and complete an evaluation of why there is no power. Notify the POC of the issue. 11-14-25- I arrived on site to replace the front panel PCB.
⚠️ Problem Description
Zone 2 WD Power Issues ADDITIONAL NOTES Lucas is unavailable on Wednesdays. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 736512 029-10090-00 1.00000
📄 Description
Midmark QuickClean (Series) Ultrasonic Cleaner (QC1-01, QC3-01)

Timeline

📞
Case Linked Nov 4, 9:23 AM
Case Number: 00540716
Subject: Midmark Service Request Dispatch Authorization - WO-00123471
Status: Closed
📋
▶
2 Work Order Created Nov 4, 2:18 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Nov 4, 2:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 32m, 0m
📅
Status: Ready for Scheduling by Sherry Reich Nov 5, 12:04 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 21h 9m
👷
▶
2 Technician Assigned Nov 6, 10:36 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 32m
📅
▶
2 Dispatch Scheduled Nov 6, 10:47 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 11m
⏳ 3.0 business days
🔧
Status: Tech On Site by James Duff Nov 11, 10:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
🚗
▶
3 2x Travel Added Nov 11, 1:32 PM
2x Travel Added → Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3
⏱️
▶
3 Labor Added Nov 11, 1:43 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085095
Status: Closed
📦
Status: Awaiting Parts by James Duff
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 3h 16m
📅
Status: Ready for Scheduling by Jessica Sells Nov 12, 12:05 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 18m
👷
▶
2 Technician Assigned Nov 13, 8:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 52m
🗓️
▶
2 Status: Scheduled Nov 13, 9:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-14T15:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Nov 14, 11:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
▶
2 5x Labor Added Nov 14, 2:13 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL SWINGLE
From: Tech On Site
To: Completed
Duration in Previous: 3h 12m
🏁
Status: Closed by MICHAEL SWINGLE Nov 14, 2:23 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 3.0 business days
👷
Technician Assigned by Nancy Suarez Nov 18, 2:35 PM
Technician: James Duff
📄
▶
2 Status: Ready to Bill Nov 18, 2:46 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Nov 19, 9:13 PM
Invoice Number: SM-246887

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00540716
Closed
📦
Parts Order 00085095
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
James Duff
Scheduled
Nov 14, 10:30 AM
Created
Nov 4, 2:18 PM
Invoice #
SM-246887

Work Details (10)

Name Type Status Qty Amount Date
WL-03003337 Travel Open 110 $230.00 Nov 11, 1:32 PM
WL-03003338 Travel Open 110 $0.00 Nov 11, 1:32 PM
WL-03003341 Labor Open 3 $330.00 Nov 11, 1:35 PM
WL-03003351 Labor Open 3 $0.00 Nov 11, 1:37 PM
WL-03003376 Labor Open 2 $0.00 Nov 11, 1:43 PM
WL-03007762 Labor Open 2.5666666666667 $0.00 Nov 14, 2:13 PM
WL-03007763 Labor Open 3.1833333333333 $357.50 Nov 14, 2:13 PM
WL-03007764 Labor Open 2.5 $0.00 Nov 14, 2:13 PM
WL-03007765 Travel Open 154 $230.00 Nov 14, 2:13 PM
WL-03007766 Travel Open 154 $0.00 Nov 14, 2:13 PM

Details