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← WO Overview

WO-01314680 ↗ ServiceMax

MIDMARK • Repair • P4

📍 DuPage County Animal Services — 2255 Manchester Rd, Wheaton IL, 60187-4571

Nov 11, 2025 → Dec 24, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 17, 2025
✗ SLA Missed (24 biz days late)
Active: 28 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 11 → Nov 12, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 18, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 20, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 24, 2025
2 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
3d
▶ Clock Running
Status: On Hold
Nov 25 → Dec 2, 2025
3 business days (counted)
Running total: 12 of 4 biz days used
11d
▶ Clock Running
Status: Reschedule
Dec 2 → Dec 17, 2025
11 business days (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 23 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Dec 17 → Dec 22, 2025
3 business days (counted)
Running total: 26 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 24, 2025
2 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 28 of 4 biz days used
Created: Nov 11, 2025 Completed: Dec 24, 2025
Business Days Used 28 / 4
0 4d budget +24d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0 / 4
Nov 11 → Nov 11 Ready for Scheduling ▶ Running 0 0 / 4
Nov 11 → Nov 11 Assigned ▶ Running 0 0 / 4
Nov 11 → Nov 12 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 12 → Nov 13 Ready for Scheduling ▶ Running 1 1 / 4
Nov 13 → Nov 13 Entered ▶ Running 0 1 / 4
Nov 13 → Nov 13 Assigned ▶ Running 0 1 / 4
Nov 13 → Nov 18 Scheduled ▶ Running 3 4 / 4
Nov 18 → Nov 18 Reschedule ▶ Running 0 4 / 4
Nov 18 → Nov 20 Scheduled ▶ Running 2 6 / 4
Nov 20 → Nov 20 Reschedule ▶ Running 0 6 / 4
Nov 20 → Nov 24 Scheduled ▶ Running 2 8 / 4
Nov 24 → Nov 24 Tech On Site ▶ Running 0 8 / 4
Nov 24 → Nov 25 Scheduled ▶ Running 1 9 / 4
Nov 25 → Dec 2 On Hold ▶ Running 3 12 / 4
Dec 2 → Dec 17 Reschedule ▶ Running 11 23 / 4
Dec 17 → Dec 17 Entered ▶ Running 0 23 / 4
Dec 17 → Dec 22 Assigned ▶ Running 3 26 / 4
Dec 22 → Dec 24 Scheduled ▶ Running 2 28 / 4
Dec 24 → Dec 24 Tech On Site ▶ Running 0 28 / 4
Material Management 1.0d
Holding 3.0d (excluded)
Coordinators 31.8d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Material Management
1.0 days
Holding (excluded from total)
3.0 days
Coordinators
31.8 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Nov 11, 2025 Due: Dec 23, 2025 Completed: Dec 24, 2025 (on time)
📅
29.0 days Total Age
⏱️
12.0d in Reschedule Longest Stage
🔄
19 transitions Status Changes
⚠️
24.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 24, 2025
Visit 2 Dec 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542884
Midmark Service Request Dispatch Authorization - WO-00126144
Closed
Zone 1 AGIV table leaking SPECIAL BILLIING For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 737933 045-0001-31 1.00000 Ship Exchanged Open 737933 040-0010-145 25.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Laura Flamion
Owner
Jessica Sells
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314680 (current) Invoiced
Repair • Andrew Przybyla
Created: Nov 11, 2025 • Closed: Dec 24, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 12.0 days stuck in "Reschedule"
⏱️
Total Delay 24.6 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
1.2d / 1.0d SLA
Awaiting Parts - Customer
1.0d
Assigned
4.3d / 0.5d SLA
Scheduled
14.3d / 2.0d SLA
Reschedule
12.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
On Hold
3.0d
Completed
0.0d / 1.0d SLA
Closed
6.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22 KKelch called Laura to schedule for tomorrow between 2 and 4 pm, she said that 12/23 between 2 and 4 pm would not work so I offered 12/24 between 9 and 11 am and she confirmed. 

12/18 KKelch called Laura to schedule for 12/23 between 8 and 10 am. Left VM.

12/17/2025 CRamen parts deliver today


12/17/2025jsells

Ship To Name: DuPage County Animal Services Ship To Address: 2255 Manchester Rd Ship To City/State: Wheaton, IL 60187-4571 Waybill (Tracking #): 1ZE444250148348930 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 16-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 014-0618-00 SERIAL #: DESCRIPTION: HOSE BARB ADAPTER, 1-1/4 MPT X 1-1/2 BARB LINE NO: 2.1 QTY: 1 ITEM: 014-0604-02 SERIAL #: DESCRIPTION: HOSE, DRAIN, 1.5" ID X 65" LINE NO: 3.1 QTY: 1 ITEM: 016-0885-00 SERIAL #: DESCRIPTION: HOSE CLAMP, WORM DRIVE 2.375


12/16/2025 CRamen Midmark logged email response:According to the last entry on 11/24, we are waiting for the customer’s approval to order parts. Please see below and advise.


12/15/2025 CRamen sent email to Midmark asking for update.


12/4/2025 CRamen : response from Midmark: Hi Chuck, 

The last note documented in the service request is that we are still awaiting customer confirmation to order parts. Fed to Rhea for assistance



12/3/2025 CRamen sent email to Midmark: Hi Midmark,

    On SR 1488100 WO-00126144 it looks like we were waiting for customer to approve a PO for a new hose-barb adapter and replacement hose with clamps. Has the customer approved and parts been send so we can schedule repair? 


12/1/2025 Sramen - moved to reschedule and spoke with ASC Cramen to reach out to Midmark to see how they want us to proceed. updated due date.


11/24/25 - VNyathi - Midmark requested the work order be placed on hold while the customer decides on the way forward.


11/20/2025 CRamen called and spoke with Laura and re-scheduled (tech sick) for Monday 11/24/2025 with tech arrival between 8-10am. Call logged on WO-01314680


11/18/2025 CRamen spoke with Christina and re-scheduled for Thursday 11/20/2025 with tech arrival between 11-1. APage called off


11/13/2025 CRamen Laura called and scheduled repair for Tuesday 11/13/2025 with tech arrival between 11-1pm. Laura will be onsite DOS 630-407-2800

1/13/2025 CRamen left a vm for Laura to return call to schedule for Tuesday 11/13/2025 with tech arrival between 11-1pm.

11/13/2025 CRamen parts deliver tomorrow


11/12/20258jsells

Ship To Name: DuPage County Animal Services Ship To Address: 2255 Manchester Rd Ship To City/State: Wheaton, IL 60187-4571 Waybill (Tracking #): 1ZE444250371342219 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-NOV-2025 LINE NO: 1.1 QTY: 25 ITEM: 040-0010-145 SERIAL #: DESCRIPTION: SCR PNH 0.190-24 X 0.500 ZN TYPE TT LINE NO: 2.1 QTY: 1 ITEM: 045-0001-31 SERIAL #: DESCRIPTION: WASHER LOCK 0.190 EXT CD/ZN


11/11/2025 CRamen assigned to Ryan and placed into APC


11/11/2025jsells

left a voicemail with the WO#

🔧 Work Performed
11/24/25 - VNyathi - Applied thread seal tape to the hose-barb adapter threads, but the unit continued leaking. Tightened the clamp, though water still drips. Consulted Midmark Tech Support — unit requires a new hose-barb adapter and replacement hose with clamps. Reinstalled the back cover with new screws. Update 12/24/2025 - Tech arrived on site and was handed the parts that were sent to the customer. Tech installed the new parts and did a water test. No leaks were found. Tech showed the POC and she was happy no leaks were present and the table was working again.
🔍 Technician Findings
Unit leaking at the bottom bewttwen the Hose Barb Adapter and horse and PVC assembly.
⚠️ Problem Description
Zone 1 AGIV table leaking SPECIAL BILLIING For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 737933 045-0001-31 1.00000 Ship Exchanged Open 737933 040-0010-145 25.00000
📄 Description
Midmark Canis Major Vet table (CMDT-60, CMDT-WS-60)

Timeline

📞
Case Linked Nov 11, 11:33 AM
Case Number: 00542884
Subject: Midmark Service Request Dispatch Authorization - WO-00126144
Status: Closed
📋
▶
2 Work Order Created Nov 11, 5:21 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Status: Assigned Nov 11, 5:41 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h8Y00000HmSi9QAF, Ryan Byer
📅
Status: Ready for Scheduling by Jessica Sells Nov 12, 5:26 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 23h 44m
🆕
▶
2 Status: Entered Nov 13, 8:33 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Alan Page
🗓️
▶
2 Status: Scheduled Nov 13, 11:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-18T17:00:00.000+0000
👷
Technician Assigned by Charles Ramen Nov 13, 11:36 AM
Technician: Mike Huffman
⏳ 2.0 business days
👷
Technician Assigned by Charles Ramen Nov 14, 3:49 PM
Technician: Alan Page
⏳ 3.0 business days
🔄
▶
2 Status: Reschedule Nov 18, 10:15 AM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-20T17:00:00.000+0000
⏳ 3.0 business days
🔄
▶
3 Status: Reschedule Nov 20, 10:51 AM
Status: Reschedule → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-24T14:00:00.000+0000
🗓️
Status: Scheduled by Charles Ramen
From: Reschedule
To: Scheduled
Duration in Previous: 2m
👷
Technician Assigned by Charles Ramen Nov 20, 3:26 PM
Technician: Vincent Nyathi
⏳ 3.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Nov 24, 12:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
📅
▶
2 Dispatch Scheduled Nov 24, 4:28 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Tech On Site
To: Scheduled
Duration in Previous: 4h 15m
⏱️
5x Labor Added Nov 25, 7:00 AM
Type: Labor, Travel
Status: Open
Qty: 3.6666666666667, 3.0833333333333, 1.25, 21
⏸️
Status: On Hold by Charles Ramen Nov 25, 12:58 PM
From: Scheduled
To: On Hold
Duration in Previous: 20h 30m
⏳ 3.0 business days
🔄
Status: Reschedule by Stephanie Ramen Dec 1, 8:57 PM
From: On Hold
To: Reschedule
Duration in Previous: 6d 7h
🚨 12.4 business days
🆕
▶
2 Status: Entered Dec 17, 9:33 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h6e00000IICttAAH, Andrew Przybyla
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Dec 22, 9:21 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4d 23h
⏳ 3.0 business days
⏱️
3x Labor Added Dec 24, 8:53 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 69, 33
🔧
Status: Tech On Site by Andrew Przybyla Dec 24, 9:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
2x Labor Added Dec 24, 10:21 AM
Type: Labor
Status: Open
Qty: 2, 1
✔️
Status: Completed by Andrew Przybyla Dec 24, 11:47 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 46m
🏁
Status: Closed by Andrew Przybyla Dec 24, 12:01 PM
From: Completed
To: Closed
Duration in Previous: 14m
⚠️ 7.0 business days
📄
▶
2 Status: Ready to Bill Jan 5, 11:51 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 5.0 business days
🧾
Invoice Created Jan 11, 10:09 PM
Invoice Number: SM-250473

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 6.9 business days (threshold: 1.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00542884
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Dec 24, 10:00 AM
Created
Nov 11, 5:21 PM
Invoice #
SM-250473

Work Details (10)

Name Type Status Qty Amount Date
WL-03019401 Labor Open 3.6666666666667 $0.00 Nov 25, 7:00 AM
WL-03019402 Labor Open 3.0833333333333 $357.50 Nov 25, 7:00 AM
WL-03019403 Labor Open 1.25 $0.00 Nov 25, 7:00 AM
WL-03019404 Travel Open 21 $110.00 Nov 25, 7:00 AM
WL-03019405 Travel Open 33 $0.00 Nov 25, 7:00 AM
WL-03047136 Labor Open 1.5 $0.00 Dec 24, 8:53 AM
WL-03047137 Travel Open 69 $110.00 Dec 24, 8:53 AM
WL-03047138 Travel Open 33 $0.00 Dec 24, 8:53 AM
WL-03047230 Labor Open 2 $220.00 Dec 24, 10:21 AM
WL-03047231 Labor Open 1 $0.00 Dec 24, 10:21 AM

Details