Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315384 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Banfield Pet Hospital — 5656 Hood St, Ste 109, West Linn OR, 97068

Nov 14, 2025 → Dec 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 20, 2025
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Nov 14 → Nov 18, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Nov 24 → Dec 3, 2025
5 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Dec 3 → Dec 8, 2025
3 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 10, 2025
2 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 11 of 4 biz days used
Created: Nov 14, 2025 Completed: Dec 10, 2025
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 14 → Nov 14 Created ▶ Running 0 0 / 4
Nov 14 → Nov 14 Ready for Scheduling ▶ Running 0 0 / 4
Nov 14 → Nov 18 Assigned ▶ Running 2 2 / 4
Nov 18 → Nov 24 Scheduled ▶ Running 4 6 / 4
Nov 24 → Nov 24 Tech On Site ▶ Running 0 6 / 4
Nov 24 → Dec 3 Awaiting Parts ⏸ Paused 5 —
Dec 3 → Dec 8 Ready for Scheduling ▶ Running 3 9 / 4
Dec 8 → Dec 10 Scheduled ▶ Running 2 11 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 11 / 4
Dispatch 0.0d
Material Management 5.7d
Coordinators 13.7d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.7 days
Over SLA
Coordinators
13.7 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Nov 14, 2025 Due: Dec 10, 2025 Completed: Dec 10, 2025 (on time)
📅
16.6 days Total Age
⏱️
5.7d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
12.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 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 Jason Morris — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 24, 2025
Visit 2 Dec 10, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00543985
Midmark Service Request Dispatch Authorization - WO-00127847
Closed
Travel Zone 1 Customer Down? Yes Mobile Dispatch Type Repair Email morgan.holliday@banfield.com PROBLEM SUMMARY WD odd noise and low pressure ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! DISPATCH ITEMS Serial # V2872474 Item M11-043 ITEM DESCRIPTION M11 STEAM STERILIZER, ANIMAL HEALTH 115V PCR CODES Problem Cause Resolution UNUSUAL SOUND 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
Priority
Standard
Origin
Email
Reason
New Case
Contact
Morgan Holliday
Owner
Leona Coonrod
Created
Nov 14, 2025
Work Orders from this Case (1)
WO-01315384 (current) Invoiced
Repair • Jason Morris
Created: Nov 14, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 110 days old
🚨
Primary Delay 5.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 12.6 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
3.9d / 1.0d SLA
Assigned
2.6d / 0.5d SLA
Scheduled
7.2d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Awaiting Parts
5.7d / 3.0d SLA
Closed
2.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-8 Mburris called site and set appt with Morgan 

12/8/2025jsells

In Transit Notification, Tracking Number 1ZE444250347486191

Estimated deliveryToday, December 08 between 9:00 A.M. - 12:00 P.M.


12/02/2025 SRobinson-

Order No: 740386


Customer PO No: SR1494018


Customer: Midmark No Charge


Service Request NO: 1494018


Ship To Name: Banfield Pet Hospital


Ship To Address: 5656 Hood St Ste 109   


Ship To City/State: West Linn, OR 97068-3279


Waybill (Tracking #): 1ZE444250347486191


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 01-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-0504-00 SERIAL #: DESCRIPTION: M11 DOOR & DAM GASKET KIT


11-18 Mburris called site and set appt 11-24 8am -9am window

11/14/25 lcoonrod

left message with receptionist with WO and that someone will be reaching out to set up the appt

🔧 Work Performed
12-10 JM: Replaced seals. Ran a test cycle and verified working properly. 11-24 JM: Inspected seals, found dam rubber sticky and causing it to stick to the drum not allowing for a proper seal. Cleaned and tested, verified everything else is working properly. Ordered a new seal kit.
🔍 Technician Findings
Dam sticking to the drum.
⚠️ Problem Description
Travel Zone 1 Customer Down? Yes Mobile Dispatch Type Repair Email morgan.holliday@banfield.com PROBLEM SUMMARY WD odd noise and low pressure ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! DISPATCH ITEMS Serial # V2872474 Item M11-043 ITEM DESCRIPTION M11 STEAM STERILIZER, ANIMAL HEALTH 115V PCR CODES Problem Cause Resolution UNUSUAL SOUND 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
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 14, 10:46 AM
Case Number: 00543985
Subject: Midmark Service Request Dispatch Authorization - WO-00127847
Status: Closed
📋
▶
2 Work Order Created Nov 14, 1:54 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 14, 2:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 18, 3:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-24T16:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jason Morris Nov 24, 12:26 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
3x Labor Added Nov 24, 1:12 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 0.75, 41
📦
▶
2 Parts Requested Nov 24, 1:20 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Jason Morris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 54m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 3, 12:01 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 8d 22h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 8, 1:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-10T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jason Morris Dec 10, 12:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
3x Labor Added Dec 10, 12:58 PM
Type: Labor, Travel
Status: Open
Qty: 1.25, 0.75, 41
✔️
Status: Completed by Jason Morris Dec 10, 1:05 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 52m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 12, 3:52 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.2 business days
🧾
Invoice Created Dec 15, 1:34 AM
Invoice Number: SM-249059

Bottlenecks

Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Awaiting Parts
Duration: 5.7 business days (threshold: 3.0 business days)
Exceeded by 2.7 business days
Ready for Scheduling
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business hours
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00543985
Closed
📦
Parts Order 00085772
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Dec 10, 12:00 PM
Created
Nov 14, 1:54 PM
Invoice #
SM-249059

Work Details (6)

Name Type Status Qty Amount Date
WL-03018568 Labor Open 1.5 $0.00 Nov 24, 1:12 PM
WL-03018569 Labor Open 0.75 $82.50 Nov 24, 1:12 PM
WL-03018570 Travel Open 41 $110.00 Nov 24, 1:12 PM
WL-03032913 Labor Open 1.25 $0.00 Dec 10, 12:58 PM
WL-03032914 Labor Open 0.75 $82.50 Dec 10, 12:58 PM
WL-03032915 Travel Open 41 $0.00 Dec 10, 12:58 PM

Details