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WO-01316550 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Petco — 15333 Culver Dr, Ste 500, Irvine CA, 92604-7139

Nov 20, 2025 → Nov 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 26, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 21 → Nov 24, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
Created: Nov 20, 2025 Tech Off Site: Nov 25, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0 / 4
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0 / 4
Nov 20 → Nov 20 Assigned ▶ Running 0 0 / 4
Nov 20 → Nov 20 Entered ▶ Running 0 0 / 4
Nov 20 → Nov 21 Assigned ▶ Running 1 1 / 4
Nov 21 → Nov 24 Scheduled ▶ Running 1 2 / 4
Nov 24 → Nov 25 Tech On Site ▶ Running 1 3 / 4
Dispatch 0.2d
Coordinators 3.5d
Field Work 1.3d
Billing 0.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
3.5 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
0.0 days
Created: Nov 20, 2025 Due: Nov 26, 2025 Completed: Nov 25, 2025 (1 days early)
📅
3.3 days Total Age
⏱️
4.0d in Closed Longest Stage
🔄
11 transitions Status Changes
⚠️
4.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545391
Midmark Service Request Dispatch Authorization - WO-00129431
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD low speed issue ADDITIONAL NOTES 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 4. PCR CODES Problem Cause Resolution SLOW SPEED HAND PIECE ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
Priority
Standard
Origin
Email
Reason
New Case
Contact
Berry Tran
Owner
John Rolston
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316550 (current) Invoiced
Repair • Kwame Cobb
Created: Nov 20, 2025 • Closed: Nov 25, 2025
Completed with minor delays
Invoiced • 104 days old
🚨
Primary Delay 4.0 days stuck in "Closed"
⏱️
Total Delay 4.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-21 Mburris email from POC to set

11-20 Mburris email sent to POC

11/20/2025 JRolston - Sent email to POC Berry Tran @ 0936vtc@petco.com advising that dispatch has been received, and that Coordinators will call to schedule accordingly.


11/20/2025 JRolston - Called site POC, Berry Tran @ (949) 430-7040. Left message with Francis / Answering Service advising that dispatch has been received, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
Disassembled the handpiece for internal cleaning and debris removal. Reassembled all components, performed water-flow calibration, and confirmed proper seal integrity. Conducted functional testing and verified that the unit operates properly.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD low speed issue ADDITIONAL NOTES 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 4. PCR CODES Problem Cause Resolution SLOW SPEED HAND PIECE ISSUES UM UNDETERMINED DIAGNOSING PRODUCT
📄 Description
Midmark VetPro 1000 (Series) Mobile Delivery System (8000-001, 8000-002, 8000-003, 8000-004, 8000-005, 8000-006,8000-006S, 8000-007, 8000-007S, 8000-008, 8000-008S)

Timeline

📞
Case Linked Nov 19, 4:38 PM
Case Number: 00545391
Subject: Midmark Service Request Dispatch Authorization - WO-00129431
Status: Closed
📋
Work Order Created Nov 20, 1:36 PM
Work Order: WO-01316550
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by John Rolston Nov 20, 3:17 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 41m
👷
▶
2 Technician Assigned Nov 20, 3:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 39m
🆕
▶
3 Status: Entered Nov 20, 4:05 PM
Status: Entered → Technician Assigned → Status: Assigned
👷
Technician Assigned by Michael Burris
Technician: a0h6e00000II9UBAA1, Kwame Cobb
👷
Status: Assigned by Michael Burris
From: Entered
To: Assigned
Duration in Previous: 1m
📅
▶
2 Dispatch Scheduled Nov 21, 8:11 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 16h 5m
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Nov 24, 1:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 5h
🚗
Status: Tech Off Site by Kwame Cobb Nov 24, 11:46 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 0m
⏱️
▶
3 3x Labor Added Nov 25, 12:05 AM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site
To: Completed
Duration in Previous: 20m
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 2, 1:41 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 42.0 business days
🧾
Invoice Created Feb 2, 10:36 AM
Invoice Number: SM-247985

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business hours
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00545391
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Nov 24, 12:00 PM
Created
Nov 20, 1:36 PM
Invoice #
SM-247985

Work Details (3)

Name Type Status Qty Amount Date
WL-03019388 Labor Open 2 $0.00 Nov 25, 12:05 AM
WL-03019389 Labor Open 2 $220.00 Nov 25, 12:05 AM
WL-03019390 Travel Open 60 $110.00 Nov 25, 12:05 AM

Details