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WO-01313034 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VCA Pike Creek Animal Hospital — 297 Polly Drummond Hill Rd, NEWARK DE, 19711

Nov 4, 2025 → Nov 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 10, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 11, 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
⏸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 10, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Nov 4, 2025 Completed: Nov 11, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (8 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 10 Scheduled ▶ Running 2 3 / 4
Nov 10 → Nov 11 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 4.5d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
4.5 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Nov 12, 2025 Completed: Nov 11, 2025 (1 days early)
📅
4.4 days Total Age
⏱️
2.6d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
1.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540798
Midmark Service Request Dispatch Authorization - WO-00123498
Closed
Travel Zone 1 PROBLEM SUMMARY NWD - Short circuit error ADDITIONAL NOTES Imaging/X-Ray Dispatch. Cannot do Tuesdays or Wednesdays. 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 3. Thank you! DISPATCH ITEMS Serial # DP63134 Item DCVM-G0A/H/S2 ITEM DESCRIPTION VETPRO COMPLETE MOBILE, GRAY SENSOR #2 PCR CODES Problem Cause Resolution SHORT CIRCUIT ERROR UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 736695 002-11260-00 1.00000 Ship Exchanged Open 736695 E1-13029 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Catie Brady
Owner
Shelby Robinson
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313034 (current) Invoiced
Repair • Michael Harris
Created: Nov 4, 2025 • Closed: Nov 10, 2025
Completed with minor delays
Invoiced • 120 days old
🚨
Primary Delay 2.6 days stuck in "Scheduled"
⏱️
Total Delay 1.2 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
1.6d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Assigned
0.2d / 0.5d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/6 MOwens Called and spoke to Catie Brady. Told her to watch for the parts to deliver by UPS tomorrow 11/7 in the morning. She will have the parts by the unit when the tech arrives on Mon. 11/10 between 12-1pm to complete the repair.


11/05/2025 sRobinson- Order No: 736695


Customer PO No: SR1486636


Customer: VCA Animal Hospitals


Service Request NO: 1486636


Ship To Name: VCA Pike Creek Animal Hospital


Ship To Address: 297 Polly Drummond Hill Rd    


Ship To City/State: NEWARK, DE 19711


Waybill (Tracking #): 1ZE444250374544915


Carrier: UPS-Parcel-Ground  


The following items have shipped from Midmark Corporation on: 05-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-11260-00 SERIAL #: DESCRIPTION: KIT, HANDSWITCH ASSEMBLY


LINE NO: 2.1 QTY: 1 ITEM: E1-13029 SERIAL #: DESCRIPTION: CABLE, ENET, CAT5E, UTP, 2M, GREY, STRAIGHT, UNSHIELDED


11/04/2025 SRobinson- Called Catie Brady, 1(302) 454-7780. Asked for Catie, she had left for the day. Sending email with WO# to au1081@vca.com and advising a coordinator will be reaching out to schedule.

🔧 Work Performed
the E1-13029 cable was kinked at the operator panel. a tie wrap was holding the excess cable at the other end. the tie wrap was tightened way to tight. the hand switch assembly wire had signs of stressed areas. The E1-13029 cable was replaced. the hand switch was replaced.
🔍 Technician Findings
Short circuit error
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD - Short circuit error ADDITIONAL NOTES Imaging/X-Ray Dispatch. Cannot do Tuesdays or Wednesdays. 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 3. Thank you! DISPATCH ITEMS Serial # DP63134 Item DCVM-G0A/H/S2 ITEM DESCRIPTION VETPRO COMPLETE MOBILE, GRAY SENSOR #2 PCR CODES Problem Cause Resolution SHORT CIRCUIT ERROR UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 736695 002-11260-00 1.00000 Ship Exchanged Open 736695 E1-13029 1.00000
📄 Description
Midmark VetPro mobile x-ray unit.

Timeline

📞
Case Linked Nov 4, 11:49 AM
Case Number: 00540798
Subject: Midmark Service Request Dispatch Authorization - WO-00123498
Status: Closed
📋
Work Order Created Nov 4, 3:30 PM
Work Order: WO-01313034
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Nov 4, 3:37 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
2 Technician Assigned Nov 4, 3:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 15m, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Nov 5, 2:13 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 22h 20m
👷
▶
2 Status: Assigned Nov 6, 12:04 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
🗓️
▶
2 Status: Scheduled Nov 6, 2:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-10T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris Nov 10, 12:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
⏱️
▶
2 3x Labor Added Nov 10, 11:06 PM
3x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 10, 15
✔️
Status: Completed by Michael Harris Nov 10, 11:32 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 22m, 0m
⏳ 1.1 business days
📄
▶
2 Status: Ready to Bill Nov 12, 4:43 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.9 business days
🧾
Invoice Created Nov 16, 10:05 PM
Invoice Number: SM-246368

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.9 business hours

🔗 Related Artifacts

📞
Case 00540798
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Nov 10, 12:00 PM
Created
Nov 4, 3:30 PM
Invoice #
SM-246368

Work Details (6)

Name Type Status Qty Amount Date
WL-03002827 Labor Open 0.65 $0.00 Nov 10, 11:06 PM
WL-03002828 Labor Open 1.0333333333333 $110.00 Nov 10, 11:06 PM
WL-03002829 Labor Open 0.83333333333333 $0.00 Nov 10, 11:06 PM
WL-03002834 Travel Open 10 $110.00 Nov 10, 11:08 PM
WL-03002835 Travel Open 15 $0.00 Nov 10, 11:08 PM
WL-03002836 Expenses Open 1 $0.00 Nov 10, 11:08 PM

Details