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WO-01324947 ↗ ServiceMax

MIDMARK • Preventive Maintenance • P4

📍 North End Pet Hospital — 3819 N 25th St, TACOMA WA, 98406

Dec 11, 2025 → Dec 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 17, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 11 → Dec 11, 2025
0 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 16, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Dec 11, 2025 Completed: Dec 16, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 11 → Dec 11 Created ▶ Running 0 0 / 4
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 0 / 4
Dec 11 → Dec 11 Assigned ▶ Running 0 0 / 4
Dec 11 → Dec 11 Awaiting Parts - Customer ⏸ Paused 0 —
Dec 11 → Dec 16 Ready for Scheduling ▶ Running 3 3 / 4
Dec 16 → Dec 16 Scheduled ▶ Running 0 3 / 4
Dec 16 → Dec 16 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 0.0d
Coordinators 5.0d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Coordinators
5.0 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 11, 2025 Due: Dec 18, 2025 Completed: Dec 16, 2025 (2 days early)
📅
4.0 days Total Age
⏱️
9.1d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
11.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550768
Midmark Service Request Dispatch Authorization - WO-00136922
Closed
Zone 1 Dispatch Type Maintenance Email office@northendpethospital.com PROBLEM SUMMARY PM NWD run with Sr1506116 Special billing ADDITIONAL NOTES REVISED - DO NOT DUPLICATE - Corrected dispatch to a periodic maintenance and resending paperwork. SecondaryContact: Sara Sullivan - This dispatch needs to be completed on the same day as SR 1506116 - PM Service Requirements: Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 743298 002-10721-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Melanie Smurthwaite
Owner
Kimberly Hardison
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324947 (current) Invoiced
Preventive Maintenance • Tim Holman
Created: Dec 11, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 83 days old
🚨
Primary Delay 9.1 days stuck in "Closed"
⏱️
Total Delay 11.1 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
4.3d / 1.0d SLA
Awaiting Parts - Customer
0.0d
Scheduled
0.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
9.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11 KHardison: No ETA. Updated due date.

Ship To Name: North End Pet Hospital Ship To Address: 3819 N 25th St Ship To City/State: TACOMA, WA 98406 Waybill (Tracking #): 1ZE444250347162165 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10721-00 SERIAL #: DESCRIPTION: EXTENDED PERIODIC MAINTENANCE KIT, VET PRO 1000

12/11 KHardison - Customer called from WO-01324898, SR 1506116.

Secondary Contact: Sara Sullivan 

🔧 Work Performed
PM unit, clean test with success, show staff results.
🔍 Technician Findings
pm dental unit
⚠️ Problem Description
Zone 1 Dispatch Type Maintenance Email office@northendpethospital.com PROBLEM SUMMARY PM NWD run with Sr1506116 Special billing ADDITIONAL NOTES REVISED - DO NOT DUPLICATE - Corrected dispatch to a periodic maintenance and resending paperwork. SecondaryContact: Sara Sullivan - This dispatch needs to be completed on the same day as SR 1506116 - PM Service Requirements: Tech to follow the checklist that is sent in the PM Kit. Tech needs to show up on site with the proper supplies. Tech needs to submit to Midmark completed/signed checklist. Tech should also leave a copy of completed checklist with Customer. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 743298 002-10721-00 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, 5:56 PM
Case Number: 00550768
Subject: Midmark Service Request Dispatch Authorization - WO-00136922
Status: Closed
📋
▶
2 Work Order Created Dec 11, 8:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Dec 11, 10:35 AM
Technician Assigned → Status: Assigned → Status: Ready for Scheduling
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 2h 20m
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Dec 16, 11:15 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 5d 0h
🔧
Status: Tech On Site by Tim Holman Dec 16, 4:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5h 38m
⏱️
3x Labor Added Dec 16, 5:01 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 3, 45
✔️
Status: Completed by Tim Holman Dec 16, 6:03 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 9m, 0m
⚠️ 9.7 business days
📄
▶
3 Status: Ready to Bill Dec 30, 11:15 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250127
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 9.1 business days (threshold: 1.0 business days)
Exceeded by 8.1 business days

🔗 Related Artifacts

📞
Case 00550768
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Tim Holman
Scheduled
Dec 16, 12:00 PM
Created
Dec 11, 8:11 AM
Invoice #
SM-250127

Work Details (3)

Name Type Status Qty Amount Date
WL-03039643 Labor Open 1.5 $240.00 Dec 16, 5:01 PM
WL-03039644 Labor Open 3 $0.00 Dec 16, 5:01 PM
WL-03039645 Travel Open 45 $0.00 Dec 16, 5:01 PM

Details