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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316110 ↗ ServiceMax

MIDMARK • Repair • P4

📍 CAVE SPRING VETERINARY CLINIC — 4538 Old Cave Spring Rd, Roanoke VA, 24018

Nov 18, 2025 → Nov 21, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 24, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 22, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 18 → Nov 19, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 22, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
Created: Nov 18, 2025 Completed: Nov 22, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0 / 4
Nov 18 → Nov 18 Ready for Scheduling ▶ Running 0 0 / 4
Nov 18 → Nov 18 Assigned ▶ Running 0 0 / 4
Nov 18 → Nov 19 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 19 → Nov 20 Ready for Scheduling ▶ Running 1 1 / 4
Nov 20 → Nov 20 Assigned ▶ Running 0 1 / 4
Nov 20 → Nov 22 Scheduled ▶ Running 1 2 / 4
Dispatch 0.0d
Material Management 1.3d
Coordinators 4.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
4.0 days
Over SLA
Billing
0.0 days
Created: Nov 18, 2025 Due: Nov 24, 2025 Completed: Nov 22, 2025 (2 days early)
📅
3.3 days Total Age
⏱️
5.0d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
5.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544707
Midmark Service Request Dispatch Authorization - WO-00128802
Closed
Zone 2 WD 0746-063C Parts shipping via UPS Next Day Air. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 739240 002-10861-00 1.00000 Ship Exchanged Open 739240 002-10880-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tracy Campbell
Owner
Jessica Sells
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316110 (current) Invoiced
Repair • Todd Fogiel
Created: Nov 18, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 106 days old
🚨
Primary Delay 5.0 days stuck in "Closed"
⏱️
Total Delay 5.0 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
2.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
1.3d
Scheduled
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20 MOwens Called and spoke to Tracey Campbell. She said they received the parts delivered by UPS yesterday. She will have them by the unit when the tech arrives. Scheduled repair visit for Friday. 11/21 from 3-5pm.


11/19/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250172018303

 Delivered OnWednesday, November 19 at 9:59 A.M.


11/19/2025jsells

Ship To Name: CAVE SPRING VET CLINIC Ship To Address: 4538 Old Cave Spring Rd Ship To City/State: Roanoke, VA 24018 Waybill (Tracking #): 1ZE444250172018303 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 18-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10861-00 SERIAL #: DESCRIPTION: KIT, M11-05X DOOR LATCH LINE NO: 2.1 QTY: 1 ITEM: 002-10880-00 SERIAL #: DESCRIPTION: M11-05X DOOR & DAM GASKET KIT


11/18/2025jsells

spoke with Tracy and I gave her the WO# and that someone will call to schedule 

🔧 Work Performed
Main pc board voltage checked- 117vac Heater relay voltage control and power checked- passed Heater element tested- passed Temperature sensor test- passed New door latch kit provided and door dam Parts installed Unit cycle tested
🔍 Technician Findings
Unit located Unit giving over heating errors according to customer. Error codes show interrupted cycles
⚠️ Problem Description
Zone 2 WD 0746-063C Parts shipping via UPS Next Day Air. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 739240 002-10861-00 1.00000 Ship Exchanged Open 739240 002-10880-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Nov 18, 10:47 AM
Case Number: 00544707
Subject: Midmark Service Request Dispatch Authorization - WO-00128802
Status: Closed
📋
▶
2 Work Order Created Nov 18, 4:16 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
👷
▶
3 Technician Assigned Nov 18, 4:29 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10m
👤
Status: Awaiting Parts - Customer by Melissa Owens
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Jessica Sells Nov 19, 9:49 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 17h 18m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 20, 9:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
🗓️
▶
2 Status: Scheduled Nov 20, 10:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-21T20:00:00.000+0000
⏳ 2.0 business days
🚗
▶
2 2x Travel Added Nov 21, 7:23 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Scheduled
To: Completed
Duration in Previous: 1d 9h
⏱️
▶
2 3x Labor Added Nov 21, 7:32 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Todd Fogiel
From: Completed
To: Closed
Duration in Previous: 7m
⚠️ 5.6 business days
📄
▶
2 Status: Ready to Bill Dec 2, 11:22 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.0 business days
🧾
Invoice Created Dec 8, 9:47 AM
Invoice Number: SM-247956

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00544707
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Nov 21, 3:00 PM
Created
Nov 18, 4:16 PM
Invoice #
SM-247956

Work Details (5)

Name Type Status Qty Amount Date
WL-03017160 Travel Open 118 $230.00 Nov 21, 7:23 PM
WL-03017162 Travel Open 40 $0.00 Nov 21, 7:23 PM
WL-03017178 Labor Open 2.5 $275.00 Nov 21, 7:32 PM
WL-03017179 Labor Open 2.25 $0.00 Nov 21, 7:32 PM
WL-03017180 Labor Open 0.75 $0.00 Nov 21, 7:32 PM

Details