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WO-01316861 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Glendale Animal Hospital — 1144 N Main St, Glendale Heights IL, 60139

Nov 24, 2025 → Dec 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 2, 2025
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 15, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 24 → Nov 25, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 1, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
10d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 15, 2025
10 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 12 of 4 biz days used
Created: Nov 24, 2025 Tech Off Site: Dec 15, 2025
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0 / 4
Nov 24 → Nov 24 Ready for Scheduling ▶ Running 0 0 / 4
Nov 24 → Nov 24 Assigned ▶ Running 0 0 / 4
Nov 24 → Nov 25 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0 / 4
Nov 25 → Nov 25 Entered ▶ Running 0 0 / 4
Nov 25 → Dec 1 Assigned ▶ Running 2 2 / 4
Dec 1 → Dec 15 Scheduled ▶ Running 10 12 / 4
Dec 15 → Dec 15 Tech On Site ▶ Running 0 12 / 4
Dispatch 0.0d
Material Management 1.8d
Coordinators 13.6d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
13.6 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Nov 24, 2025 Due: Dec 11, 2025 Completed: Dec 15, 2025 (3 days late)
📅
14.0 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
14.0d 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 #00546016
Midmark Service Request Dispatch Authorization - WO-00130546
Closed
NWD Water Level Sensor Issues ADDITIONAL NOTES Preferred days for service is Mondays and Wednesday. 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. Thank you! Ship Exchanged Open 002-10945-01 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Levi Saldana
Owner
Sherry Reich
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316861 (current) Invoiced
Repair • Jon Kuehl
Created: Nov 24, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 100 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 14.0 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
0.3d / 1.0d SLA
Awaiting Parts - Customer
1.8d
Assigned
2.3d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-8-25 JK Rescheduled due to being bereavement.

Left message with contact to reschedule.


12-5-25 Left mess. with contact phone number to schedule visit.


11/25 KHardison: No ETA. Updated due date:

Ship To Name: Glendale Animal Hospital Ship To Address: 1144 N Main St Ship To City/State: GLENDALE HEIGHTS, IL 60139 Waybill (Tracking #): 1ZE444250371145101 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10945-01 SERIAL #: DESCRIPTION: KIT, WATER SENSOR AND RESERVOIR, RETROFIT

11/24/2025 CRamen assigned to APage and placed into APC


11/24/25 SReich - Left a vm, gave them the WO # and told them someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
Installed new reservoir kit. Performed successful functional test.
🔍 Technician Findings
Offload pump always running.
⚠️ Problem Description
Zone 1 NWD Water Level Sensor Issues ADDITIONAL NOTES Preferred days for service is Mondays and Wednesday. 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. Thank you! Ship Exchanged Open 002-10945-01 1.00000
📄 Description
Midmark Canis Major Vet table (CMDT-60, CMDT-WS-60)

Timeline

📞
Case Linked Nov 21, 3:20 PM
Case Number: 00546016
Subject: Midmark Service Request Dispatch Authorization - WO-00130546
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 24, 10:20 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 24, 12:21 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 57m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 25, 4:05 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 3h
🆕
▶
2 Status: Entered Nov 25, 4:16 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
⏳ 2.8 business days
🗓️
▶
2 Status: Scheduled Dec 1, 6:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-12-08T15:00:00.000+0000
⏳ 4.9 business days
📅
Dispatch Scheduled by Jonathan Kuehl Dec 5, 7:02 AM
Scheduled For: 2025-12-10T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Jonathan Kuehl Dec 8, 6:01 PM
Scheduled For: 2025-12-15T15:00:00.000+0000
⚠️ 5.7 business days
🔧
Status: Tech On Site by Jonathan Kuehl Dec 15, 10:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 3h
🚗
Status: Tech Off Site by Jonathan Kuehl Dec 15, 12:26 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 59m
✔️
▶
2 Status: Completed Dec 15, 5:46 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 4.1, 1.9833333333333, 217
🏁
Status: Closed by Jonathan Kuehl Dec 15, 5:51 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 4.8 business days
📄
▶
2 Status: Ready to Bill Dec 19, 3:06 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Dec 19, 7:23 PM
Invoice Number: SM-249654

Bottlenecks

Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days

🔗 Related Artifacts

📞
Case 00546016
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jon Kuehl
Scheduled
Dec 15, 10:00 AM
Created
Nov 24, 10:20 AM
Invoice #
SM-249654

Work Details (3)

Name Type Status Qty Amount Date
WL-03038413 Labor Open 4.1 $0.00 Dec 15, 5:51 PM
WL-03038414 Labor Open 1.9833333333333 $220.00 Dec 15, 5:51 PM
WL-03038415 Travel Open 217 $110.00 Dec 15, 5:51 PM

Details