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WO-01324894 ↗ ServiceMax

MIDMARK • Repair • P4

📍 River West Animal Hospital — 2377 W Main St, Saint Charles IL, 60174

Dec 10, 2025 → Jan 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 16, 2025
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 2, 2026)
🏭 Customer Supplied Parts (1)
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
3d
▶ Clock Running
Status: Assigned
Dec 10 → Dec 15, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Dec 16 → Dec 19, 2025
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
6d
▶ Clock Running
Status: Assigned
Dec 19 → Dec 30, 2025
6 business days (counted)
Running total: 10 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 30 → Jan 2, 2026
2 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
Created: Dec 10, 2025 Completed: Jan 2, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (11 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 15 Assigned ▶ Running 3 3 / 4
Dec 15 → Dec 16 Scheduled ▶ Running 1 4 / 4
Dec 16 → Dec 16 Tech On Site ▶ Running 0 4 / 4
Dec 16 → Dec 19 Awaiting Parts ⏸ Paused 3 —
Dec 19 → Dec 19 Ready for Scheduling ▶ Running 0 4 / 4
Dec 19 → Dec 19 Entered ▶ Running 0 4 / 4
Dec 19 → Dec 30 Assigned ▶ Running 6 10 / 4
Dec 30 → Jan 2 Scheduled ▶ Running 2 12 / 4
Jan 2 → Jan 2 Tech On Site ▶ Running 0 12 / 4
Dispatch 0.0d
Material Management 3.7d
Coordinators 14.7d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.7 days
Over SLA
Coordinators
14.7 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Dec 10, 2025 Due: Dec 26, 2025 Completed: Jan 2, 2026 (6 days late)
📅
15.5 days Total Age
⏱️
6.5d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
13.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 16, 2025
Visit 2 Jan 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550612
Midmark Service Request Dispatch Authorization - WO-00136913
Closed
Travel Zone 1 PROBLEM SUMMARY WD Multiple issues ADDITIONAL NOTES 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
Megan Larson
Owner
Shelby Robinson
Created
Dec 10, 2025
Work Orders from this Case (2)
WO-01324894 (current) Invoiced
Repair • Andrew Przybyla
Created: Dec 10, 2025 • Closed: Jan 2, 2026
WO-01324895 Invoiced
Repair • Mike Huffman
Created: Dec 10, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 6.5 days stuck in "Assigned"
⏱️
Total Delay 13.2 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
9.8d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Awaiting Parts
3.7d / 3.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.9d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30 KKelch called Megan to schedule for 1/2 between 8 and 10 am. Customer confirmed. 

12/30 KKelch sent an email to Midmark due to lack of customer response

12/29 KKelch called Megan to schedule for 12/30 between 11 and 1 pm. Unable to leave VM. 

12/26 KKelch called Megan to schedule for 12/30 between 11 and 1 pm. Unable to leave VM.

12/22 KKelch called Megan to schedule for 12/24 between 12 and 2 pm. Unable to leave VM, sent email. 

12/16 KHardison: No ETA. Updated due date.

Ship To Name: River West Animal Hospital Ship To Address: 2377 W Main St Ship To City/State: Saint Charles, IL 60174-1786 Waybill (Tracking #): 1ZE444250371775127 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-11116-00 SERIAL #: DESCRIPTION: KIT, AH9000 FOOT CONTROL PARTS

12/15/2025 CRamen Spoke with Megan and scheduled for Tuesday 12/16/2025 with tech arrival between 11-1. Megan is the POC on the DOS 815-570-7524. Call logged on WO-01324894


12/12/2025 CRamen called Megan 815-570-7524 voice message picks up and says this person doesa not have their system set up yet to leave messages. Logged on WO-01324894. Logged email requesting Wednesday 12/17/2025 with tech arrival between 1-3pm.


12/11/2025 CRamen attempted to call but no answer and VMBox not set up yet


12/10/2025 CRamen attempted to call but no answer and VMBox not set up yet. Logged on WO-01324894. Logged email requesting Wednesday 12/17/2025 with an arrival window between1-3pm.


12/10/2025 SRobinson- Called Megan Larson, 1(815) 570-7524. Went to VM but VM box has not been set up yet. Sending email with WO# 27meganwatson@gmail.com and advising a coordinator will be reaching out to schedule. 

🔧 Work Performed
12/16/2025 Mike Huffman. Megan reported the foot pedal is sticking. I removed the foot pedal cover and stretched out the spring. Reassembled the foot pedal. I powered up the AH9000 and tested operation. The foot pedal is not sticking but it pops up slower then the other AH9000’s foot pedal on site. Megan requested the foot pedal spring be replaced. I called Midmark provided SR 1505238. Midmark advised the spring is included in the foot control parts kit, part number 002-11116-00. The unit is under warranty no price obtained. Midmark will ship parts to site, Update 1/2/2026 - Tech arrived on site and was handed the parts that were sent to the customer. Tech replaced all the foot control parts in the box. Tech then function tested the unit. Tech had no leaks of air or water. Tech then had the POC, Megan, test it and she agreed that it felt better before.
🔍 Technician Findings
Foot pedal is sticking.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD Multiple issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Dec 10, 12:52 PM
Case Number: 00550612
Subject: Midmark Service Request Dispatch Authorization - WO-00136913
Status: Closed
📋
Work Order Created Dec 10, 3:10 PM
Work Order: WO-01324894
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Dec 10, 3:20 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Dec 10, 4:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 29m
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Dec 15, 12:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-16T17:00:00.000+0000
🔧
Status: Tech On Site by MICHAEL HUFFMAN Dec 16, 11:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 36m
📦
▶
3 Parts Requested Dec 16, 1:38 PM
Parts Requested → Status: Awaiting Parts → Labor Added
📦
Status: Awaiting Parts by MICHAEL HUFFMAN
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 58m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 19, 2:33 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 0h
🆕
▶
2 Status: Entered Dec 19, 2:39 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Andrew Przybyla
⚠️ 7.0 business days
📅
▶
2 Dispatch Scheduled Dec 30, 12:30 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 10d 21h
⏳ 3.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Jan 2, 9:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
⏱️
2x Labor Added Jan 2, 9:17 AM
Type: Labor, Travel
Status: Open
Qty: 2, 82
⏱️
4x Labor Added Jan 2, 9:33 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 2, 75
✔️
Status: Completed by Andrew Przybyla Jan 2, 10:00 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 0m
🏁
Status: Closed by Andrew Przybyla Jan 2, 12:00 PM
From: Completed
To: Closed
Duration in Previous: 1h 59m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Jan 7, 11:04 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
💰
Status: Invoiced by Nancy Suarez Jan 7, 11:10 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 4.0 business days
🧾
Invoice Created Jan 12, 11:46 AM
Invoice Number: SM-250673

Bottlenecks

Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Awaiting Parts
Duration: 3.7 business days (threshold: 3.0 business days)
Exceeded by 5.3 business hours
Assigned
Duration: 6.5 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.5 business hours
Closed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days

🔗 Related Artifacts

📞
Case 00550612
Closed
📦
Parts Order 00086835
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Jan 2, 9:00 AM
Created
Dec 10, 3:10 PM
Invoice #
SM-250673

Work Details (7)

Name Type Status Qty Amount Date
WL-03039304 Labor Open 1.5 $165.00 Dec 16, 1:41 PM
WL-03052307 Labor Open 2 $0.00 Jan 2, 9:17 AM
WL-03052308 Travel Open 82 $110.00 Jan 2, 9:17 AM
WL-03052327 Labor Open 1 $110.00 Jan 2, 9:33 AM
WL-03052328 Labor Open 2 $0.00 Jan 2, 9:33 AM
WL-03052329 Travel Open 75 $0.00 Jan 2, 9:33 AM
WL-03052330 Expenses Open 1 $0.00 Jan 2, 9:33 AM

Details