Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324773 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Horseshoe Lake Animal Hospital — 5230 Horseshoe Lake Rd, Collinsville IL, 62234

Dec 10, 2025 → Dec 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 16, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 10 → Dec 11, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Dec 11 → Dec 15, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 19, 2025
4 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Dec 10, 2025 Completed: Dec 19, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0 / 4
Dec 10 → Dec 10 Ready for Scheduling ▶ Running 0 0 / 4
Dec 10 → Dec 10 Assigned ▶ Running 0 0 / 4
Dec 10 → Dec 10 Entered ▶ Running 0 0 / 4
Dec 10 → Dec 10 Assigned ▶ Running 0 0 / 4
Dec 10 → Dec 11 Awaiting Parts - Customer ⏸ Paused 1 —
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 0 / 4
Dec 11 → Dec 15 Assigned ▶ Running 2 2 / 4
Dec 15 → Dec 19 Scheduled ▶ Running 4 6 / 4
Dec 19 → Dec 19 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 1.8d
Coordinators 7.5d
Field Work 0.5d
Billing 3.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
7.5 days
Over SLA
Field Work
0.5 days
Billing
3.6 days
Created: Dec 10, 2025 Due: Dec 18, 2025 Completed: Dec 19, 2025 (on time)
📅
7.9 days Total Age
⏱️
7.2d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
11.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 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 #00550519
Midmark Service Request Dispatch Authorization - WO-00136881
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD scaler issues 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. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sarah Kroskey
Owner
Kimberly Hardison
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324773 (current) Invoiced
Repair • Kevin Cox
Created: Dec 10, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 7.2 days stuck in "Closed"
⏱️
Total Delay 11.4 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
0.2d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Awaiting Parts - Customer
1.8d
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
8.6d / 1.0d SLA
WO Correction Needed
3.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5/25 CDempsey- called Kevin, no answer. Scheduling meeting with FOM for tomorrow.

1/5/26 CDempsey- reaching out to Kevin about correction.

12/15 KKelch scheduled per logged email from Sarah

12/15 KKelch called Sarah to schedule for 12/19 between 11:30 and 1:30 pm. Unable to leave VM, sent email.

12/12 KKelch called Sarah to schedule for 12/18 between 12 and 2 pm. Advised to call back on Monday.






12/11KHardison, No ETA. Updated due date. Ship To Name: Horseshoe Lake Animal Hospital Ship To Address: 5230 Horseshoe Lake Rd Ship To City/State: Collinsville, IL 62234-7420 Waybill (Tracking #): 1ZE444250371440229 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT

12/10 KHardison, Left a vm regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts

🔧 Work Performed
replaced the scaler tubing and performed functional test unit is working properly
🔍 Technician Findings
found that the scaler tubing is damaged and needs replaced
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY NWD scaler issues 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. Thank you! Ship Exchanged Open 743157 002-1499-00 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 10, 10:00 AM
Case Number: 00550519
Subject: Midmark Service Request Dispatch Authorization - WO-00136881
Status: Closed
📋
▶
2 Work Order Created Dec 10, 12:04 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Technician Assigned Dec 10, 12:27 PM
Technician Assigned → Status: Assigned → Status: Entered
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19m
🆕
Status: Entered by Charles Ramen
From: Assigned
To: Entered
Duration in Previous: 1m
👷
▶
2 Status: Assigned Dec 10, 12:33 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 11, 10:41 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 22h 8m
👷
▶
2 Status: Assigned Dec 11, 11:36 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
👷
Technician Assigned by Kaitlyn Kelch Dec 12, 9:43 AM
Technician: Kevin Cox
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 15, 4:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T17:30:00.000+0000
⏳ 5.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 19, 1:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
⏱️
3x Labor Added Dec 19, 5:32 PM
Type: Labor, Travel
Status: Open
Qty: 0.83333333333333, 0.5, 27
✔️
Status: Completed by Kevin Cox Dec 19, 5:38 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 9m, 0m
⚠️ 7.8 business days
✏️
Status: WO Correction Needed by Diane Patton Dec 31, 2:15 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 11d 20h
⏳ 4.0 business days
🏁
Status: Closed by Kevin Cox Jan 6, 3:26 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 1h
📄
▶
3 Status: Ready to Bill Jan 7, 9:59 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250650

Bottlenecks

Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 7.2 business days (threshold: 1.0 business days)
Exceeded by 6.2 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours

🔗 Related Artifacts

📞
Case 00550519
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Dec 19, 12:30 PM
Created
Dec 10, 12:04 PM
Invoice #
SM-250650

Work Details (3)

Name Type Status Qty Amount Date
WL-03043915 Labor Open 0.83333333333333 $0.00 Dec 19, 5:32 PM
WL-03043916 Labor Open 0.5 $55.00 Dec 19, 5:32 PM
WL-03043917 Travel Open 27 $110.00 Dec 19, 5:32 PM

Details