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WO-01324460 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Gully Animal Hospital - Midlothian — 114 Roundabout Dr, Midlothian TX, 76065

Dec 9, 2025 → Dec 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 15, 2025
✗ SLA Missed
Active: 2 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 9 → Dec 12, 2025
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 16, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
Created: Dec 9, 2025 Completed: Dec 16, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0 / 4
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 0 / 4
Dec 9 → Dec 9 Assigned ▶ Running 0 0 / 4
Dec 9 → Dec 12 Awaiting Parts - Customer ⏸ Paused 3 —
Dec 12 → Dec 12 Reschedule ▶ Running 0 0 / 4
Dec 12 → Dec 16 Scheduled ▶ Running 2 2 / 4
Dispatch 0.0d
Material Management 4.0d
Coordinators 3.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
3.0 days
Over SLA
Billing
0.0 days
Created: Dec 9, 2025 Due: Dec 18, 2025 Completed: Dec 16, 2025 (2 days early)
📅
6.0 days Total Age
⏱️
9.1d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
9.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00549852
Midmark Service Request Dispatch Authorization - WO-00136015
Closed
Zone 1 NWD Polisher tubing issue. 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 742770 002-1368-00 1.00000
Priority
High
Origin
Email
Reason
New Case
Contact
Melissa Mitcham
Owner
Jessica Sells
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324460 (current) Invoiced
Repair • Zachary Stieben
Created: Dec 9, 2025 • Closed: Dec 16, 2025
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 9.1 days stuck in "Closed"
⏱️
Total Delay 9.1 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
Awaiting Parts - Customer
4.0d
Reschedule
0.0d / 2.0d SLA
Scheduled
3.0d / 2.0d SLA
Closed
9.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12 KKelch called Melissa to schedule for 12/17 between 3:30 and 4:30 pm. Customer confirmed. 

12/09/2025 SRobinson- Order No: 742770


Customer PO No: SR1504374


Customer: Gully Animal Hospital of Midlothian


Service Request NO: 1504374  


Ship To Name: Gully Animal Hospital of Midlothian


Ship To Address: 114 Roundabout Dr    


Ship To City/State: Midlothian, TX 76065-1990


Waybill (Tracking #): 1ZE444250372664263


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 09-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-1368-00 SERIAL #: DESCRIPTION: 4-HOLE TUBING HAND PIECE KIT, VETPRO 1000


11/9/2025jsells

spoke with Melissa, and I gave her the work order number and told her a coordinator will call to schedule

🔧 Work Performed
Installed new low speed tubing. Parts were supplied and shipped from Midmark. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
12-15-2025 Zachary Stieben arrived on site. Found Midmark Vetpro 1000 low speed tubing non functional.
⚠️ Problem Description
Zone 1 NWD Polisher tubing issue. 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 742770 002-1368-00 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 Dec 8, 3:30 PM
Case Number: 00549852
Subject: Midmark Service Request Dispatch Authorization - WO-00136015
Status: Closed
📋
Work Order Created Dec 9, 9:29 AM
Work Order: WO-01324460
Type: Repair
Priority: P4
📅
▶
3 Status: Ready for Scheduling Dec 9, 9:37 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1m, 0m
⏳ 4.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Dec 12, 10:19 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 3d 0h
🗓️
▶
2 Status: Scheduled Dec 12, 10:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-17T21:30:00.000+0000
⏳ 3.0 business days
🚗
▶
2 2x Travel Added Dec 16, 6:29 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667, 1, 1.3333333333333
✔️
Status: Completed by Zachary Stieben Dec 16, 6:35 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 8h, 0m
⚠️ 9.7 business days
📄
▶
2 Status: Ready to Bill Dec 30, 10:56 AM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Nancy Suarez
From: Invoice Pending
To: Billing Review
Duration in Previous: 1m
💰
▶
2 Status: Invoiced Dec 30, 11:02 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250123

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 9.1 business days (threshold: 1.0 business days)
Exceeded by 8.1 business days

🔗 Related Artifacts

📞
Case 00549852
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Dec 17, 4:30 PM
Created
Dec 9, 9:29 AM
Invoice #
SM-250123

Work Details (5)

Name Type Status Qty Amount Date
WL-03039810 Travel Open 20 $110.00 Dec 16, 6:29 PM
WL-03039811 Travel Open 54 $0.00 Dec 16, 6:29 PM
WL-03039815 Labor Open 0.66666666666667 $0.00 Dec 16, 6:33 PM
WL-03039816 Labor Open 1 $110.00 Dec 16, 6:33 PM
WL-03039817 Labor Open 1.3333333333333 $0.00 Dec 16, 6:33 PM

Details