Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317225 ↗ ServiceMax

MIDMARK • Repair • P4

📍 NVA Friendswood Animal Clinic — 1405 S Friendswood Dr, Friendswood TX, 77546

Nov 25, 2025 → Dec 4, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 3, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 4, 2025)
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 25, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 25 → Nov 26, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 26 → Dec 1, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 4, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Nov 25, 2025 Tech Off Site: Dec 4, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 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 25 Assigned ▶ Running 0 0 / 4
Nov 25 → Nov 26 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 26 → Nov 26 Ready for Scheduling ▶ Running 0 0 / 4
Nov 26 → Dec 1 Assigned ▶ Running 1 1 / 4
Dec 1 → Dec 4 Scheduled ▶ Running 3 4 / 4
Dec 4 → Dec 4 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 5.4d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
5.4 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Nov 25, 2025 Due: Dec 9, 2025 Completed: Dec 4, 2025 (5 days early)
📅
5.4 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
4.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00546695
Midmark Service Request Dispatch Authorization - WO-00131454
Closed
Zone 2 NWD power issues ADDITIONAL NOTES Please call to schedule service prior to part delivery. Customer is able to replace the power cord but needing service on the other unit ASAP. 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 740597 002-1574-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Maria Ferman
Owner
Sherry Reich
Created
Nov 25, 2025
Work Orders from this Case (2)
WO-01317225 (current) Invoiced
Repair • Arturo Diaz
Created: Nov 25, 2025 • Closed: Dec 4, 2025
WO-01317229 Invoiced
Repair • Arturo Diaz
Created: Nov 25, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 99 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.8 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Assigned
1.3d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/1/2025 Sramen - updated due date based on parts:

12/1 KKelch called Maria to schedule for 12/4 between 9 and 11 am. Customer confirmed. Call logged on WO-01317229

12/1 KKelch called Maria to schedule for 12/4 between 9 and 11 am. Advised to call back at 9 am CT

11/26 KHardison: No ETA. Updated due date.

Ship To Name: NVA Friendswood Animal Clinic Ship To Address: 1405 S Friendswood Dr Ship To City/State: Friendswood, TX 77546-4830 Waybill (Tracking #): 1ZE444250372293191 LINE NO: 1.1 QTY: 1 ITEM: 002-1574-00 SERIAL #: DESCRIPTION: KIT, DOMESTIC CORDSET

Carrier: UPS-Parcel-Ground

11/25/25 SReich - Spoke to Maria, gave her the WO # and told her someone be reaching out to schedule.

🔧 Work Performed
- investigated reported issue, “power issues” - confirmed reported issue: observed intermittent power with old power cord - installed new power cord received from customer - confirmed stable continuous power - inspected internal power wiring and connectors to ensure no other issues with power supply components - no other issues found
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Zone 2 NWD power issues ADDITIONAL NOTES Please call to schedule service prior to part delivery. Customer is able to replace the power cord but needing service on the other unit ASAP. 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 740597 002-1574-00 1.00000
📄 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 25, 11:59 AM
Case Number: 00546695
Subject: Midmark Service Request Dispatch Authorization - WO-00131454
Status: Closed
📋
▶
2 Work Order Created Nov 25, 3:26 PM
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 25, 3:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 15m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 26, 4:25 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
2 Technician Assigned Nov 26, 4:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
⏳ 1.9 business days
👷
▶
3 Technician Assigned Dec 1, 10:07 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-04T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4d 17h
⏳ 4.0 business days
🔧
Status: Tech On Site by Arturo Diaz Dec 4, 10:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
3x Labor Added Dec 4, 10:40 AM
Type: Labor, Travel
Status: Open
Qty: 2, 50
⏱️
Labor Added Dec 4, 1:48 PM
Type: Labor
Status: Open
Qty: 1
🚗
▶
2 Status: Tech Off Site Dec 4, 6:03 PM
Status: Tech Off Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Arturo Diaz Dec 4, 6:16 PM
From: Tech Off Site
To: Completed
Duration in Previous: 13m
🏁
Status: Closed by Arturo Diaz Dec 4, 6:30 PM
From: Completed
To: Closed
Duration in Previous: 14m
⏳ 3.7 business days
📄
▶
3 Status: Ready to Bill Dec 9, 4:19 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248612

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.2 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00546695
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Arturo Diaz
Scheduled
Dec 4, 10:00 AM
Created
Nov 25, 3:26 PM
Invoice #
SM-248612

Work Details (5)

Name Type Status Qty Amount Date
WL-03026110 Labor Open 2 $0.00 Dec 4, 10:40 AM
WL-03026111 Travel Open 50 $110.00 Dec 4, 10:40 AM
WL-03026112 Travel Open 50 $0.00 Dec 4, 10:40 AM
WL-03026415 Labor Open 1 $110.00 Dec 4, 1:48 PM
WL-03026956 Labor Open 1 $0.00 Dec 4, 6:05 PM

Details