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WO-01317155 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Wellborn Road Vet Medical Center — 2851 Rock Prairie Rd W, College Station TX, 77845

Nov 25, 2025 → Dec 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 3, 2025
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ 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: Assigned
Nov 25 → Nov 26, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 26 → Dec 4, 2025
4 business days (counted)
Running total: 5 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 4 → Dec 4, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Dec 4 → Dec 8, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 15, 2025
5 business days (counted)
Running total: 12 of 4 biz days used
Created: Nov 25, 2025 Completed: 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 25 → Nov 25 Created ▶ Running 0 0 / 4
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0 / 4
Nov 25 → Nov 26 Assigned ▶ Running 1 1 / 4
Nov 26 → Dec 4 Scheduled ▶ Running 4 5 / 4
Dec 4 → Dec 4 Awaiting Parts ⏸ Paused 0 —
Dec 4 → Dec 4 Ready for Scheduling ▶ Running 0 5 / 4
Dec 4 → Dec 4 Entered ▶ Running 0 5 / 4
Dec 4 → Dec 8 Assigned ▶ Running 2 7 / 4
Dec 8 → Dec 15 Scheduled ▶ Running 5 12 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 14.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
14.8 days
Over SLA
Billing
0.0 days
Created: Nov 25, 2025 Due: Dec 11, 2025 Completed: Dec 15, 2025 (3 days late)
📅
12.9 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
11.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 3, 2025
Visit 2 Dec 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546485
Midmark Service Request Dispatch Authorization - WO-00131016
Closed
Zone 2 NWD - Low KV ADDITIONAL NOTES Imaging/X-Ray Dispatch. Parts shipping via UPS NDA. 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 3. Thank you! X-Ray WO’s for TX, AR, NC, OH, MN Mandatory documents: FDA 2579 Form EPE Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sarah Salinas
Owner
Sherry Reich
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317155 (current) Invoiced
Repair • Chane Lacy
Created: Nov 25, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 99 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 11.8 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
0.0d / 1.0d SLA
Assigned
4.4d / 0.5d SLA
Scheduled
10.3d / 2.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8 KKelch called Sarah to schedule for 12/12 between 2:30 and 3:30 pm. Nicole confirmed. 

12/4/25 lcoonrod

Your shipment

1ZE444250171378006

Scheduled Delivery

Tomorrow, December 05 by 3:00 P.M.

Ship To:Wellborn Road Vet Medical Center
2851 Rock Prairie Rd W
College Station
TX
778455028
US
Number of Packages:1
UPS Service:UPS NEXT DAY AIR
Weight:2.2 LBS
Reference Number 1:20832371 / 741793
Reference Number 2:SR1498824
Reference Number 3:200.300.10.1080.0000.402000.00000.0



11/26 KKelch Sarah called me back to schedule for 12/3 between 9 and 11 am. Customer confirmed. 

11/26 KKelch called Sarah to schedule for 12/3 between 9 and 11 am. Left info.

11/25/2025jsells

Ship To Name: Wellborn Road Vet Medical Center Ship To Address: 2851 Rock Prairie Rd W Ship To City/State: College Station, TX 77845-5028 Waybill (Tracking #): 1ZE444250170743238 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 25-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 30-A1071-8 SERIAL #: DESCRIPTION: Intraoral Arm Cable Field Replacement Kit, Mobile or Extra Long Arm, 82 inches


11/25/25 SReich - Customer was driving and could not take down the WO #. Sending an email.  

🔧 Work Performed
12/3 CLacy- I have removed and replaced the head tube harness with a new one from midmark The harness has twisted up. I have found the tube head dial stop is broken and the hand switch is broken. A new stop and hand switch have been ordered from midmark 12/12 Remove replace dial stop and hand switch with a new one from midmark. Functional testing passed. This unit is ready to return to service
🔍 Technician Findings
Unit is giving low KV error
⚠️ Problem Description
Zone 2 NWD - Low KV ADDITIONAL NOTES Imaging/X-Ray Dispatch. Parts shipping via UPS NDA. 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 3. Thank you! Ship Exchanged Open 740498 30-A1071-8 1.00000 X-Ray WO’s for TX, AR, NC, OH, MN Mandatory documents: FDA 2579 Form EPE Form
📄 Description
DCVM-G0A/H

Timeline

📞
Case Linked Nov 24, 4:12 PM
Case Number: 00546485
Subject: Midmark Service Request Dispatch Authorization - WO-00131016
Status: Closed
📋
Work Order Created Nov 25, 11:45 AM
Work Order: WO-01317155
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Nov 25, 11:52 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Nov 25, 12:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
🗓️
▶
2 Status: Scheduled Nov 26, 9:31 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-03T15:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
3 3x Labor Added Dec 3, 9:44 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086204
Status: Closed
📦
Status: Awaiting Parts by Chane Lacy
From: Scheduled
To: Awaiting Parts
Duration in Previous: 7d 12h
📅
▶
2 Status: Ready for Scheduling Dec 4, 2:35 PM
Status: Ready for Scheduling → Status: Entered
🆕
Status: Entered by Kaitlyn Kelch
From: Ready for Scheduling, Entered
To: Entered, Assigned
Duration in Previous: 4m, 0m
👷
Technician Assigned by Kaitlyn Kelch Dec 4, 2:40 PM
Technician: a0h5A00000HFAYSQA5, Chane Lacy
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 8, 9:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T19:30:00.000+0000
⚠️ 5.1 business days
⏱️
5x Labor Added Dec 15, 12:38 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 91, 88
🔩
▶
2 2x Parts Added Dec 15, 8:39 AM
2x Parts Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 23h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 17, 3:46 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Dec 21, 11:47 PM
Invoice Number: SM-249312

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00546485
Closed
📦
Parts Order 00086204
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Dec 12, 2:30 PM
Created
Nov 25, 11:45 AM
Invoice #
SM-249312

Work Details (10)

Name Type Status Qty Amount Date
WL-03025830 Labor Open 1.75 $0.00 Dec 3, 9:44 PM
WL-03025831 Labor Open 1.5 $165.00 Dec 3, 9:44 PM
WL-03025832 Travel Open 88 $110.00 Dec 3, 9:44 PM
WL-03037498 Labor Open 1.5 $0.00 Dec 15, 12:38 AM
WL-03037499 Labor Open 1.5 $165.00 Dec 15, 12:38 AM
WL-03037500 Labor Open 2 $0.00 Dec 15, 12:38 AM
WL-03037501 Travel Open 91 $0.00 Dec 15, 12:38 AM
WL-03037502 Travel Open 88 $110.00 Dec 15, 12:38 AM
WL-03037642 Parts Open 2 $0.00 Dec 15, 8:39 AM
WL-03037643 Expenses Open 1 $0.00 Dec 15, 8:39 AM

Details