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← WO Overview

WO-01325164 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Happier at Home Mobile Vet Ho — 4129 PROSPECT RD, WHITEFORD MD, 21160-1307

Dec 11, 2025 → Dec 18, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 17, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 19, 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
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 11 → Dec 12, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Dec 15 → Dec 17, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
Created: Dec 11, 2025 Completed: Dec 19, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (8 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 12 Awaiting Parts - Customer ⏸ Paused 1 —
Dec 12 → Dec 15 Ready for Scheduling ▶ Running 1 1 / 4
Dec 15 → Dec 17 Assigned ▶ Running 2 3 / 4
Dec 17 → Dec 18 Scheduled ▶ Running 1 4 / 4
Dec 18 → Dec 19 Tech On Site ▶ Running 1 5 / 4
Dispatch 0.0d
Material Management 1.3d
Coordinators 6.3d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
6.3 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Dec 11, 2025 Due: Dec 19, 2025 Completed: Dec 19, 2025 (on time)
📅
5.9 days Total Age
⏱️
8.0d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
10.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551065
Midmark Service Request Dispatch Authorization - WO-00137255
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY AGIV Door motor issues. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 743701 002-0790-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Candice Kline
Owner
Kimberly Hardison
Created
Dec 11, 2025
Work Orders from this Case (1)
WO-01325164 (current) Invoiced
Repair • Michael Harris
Created: Dec 11, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 83 days old
🚨
Primary Delay 8.0 days stuck in "Closed"
⏱️
Total Delay 10.0 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
1.6d / 1.0d SLA
Assigned
2.7d / 0.5d SLA
Awaiting Parts - Customer
1.3d
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/17 MOwens Called and spoke to Candice Kline. She received the parts yesterday. She will have the part ready fro the tech when he arrives onsite. Scheduled the repair visit for Thurs. 12/18 from 2-5pm.

12/15 MOwens Called to speak to Candice. Left a vm for her to call back to schedule the repair visit this week.

12/12/25 SReich

Order No: 743701 Customer PO No: SR1507462 Customer: Midmark No Charge Service Request NO: 1507462 Ship To Name: Happier at Home Mobile Vet Ho Ship To Address: 4129 PROSPECT RD Ship To City/State: WHITEFORD, MD 211601307 Waybill (Tracking #): 1ZE444250372981741 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V


12/11 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
the door motor was replaced. a cycle was completed without error. the door opened properly.
🔍 Technician Findings
Door motor issues.
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY AGIV Door motor issues. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you! Ship Exchanged Open 743701 002-0790-00 1.00000
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Dec 11, 3:06 PM
Case Number: 00551065
Subject: Midmark Service Request Dispatch Authorization - WO-00137255
Status: Closed
📋
▶
2 Work Order Created Dec 11, 4:09 PM
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, 4:15 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
👤
Status: Awaiting Parts - Customer by Melissa Owens
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 3m
📅
Status: Ready for Scheduling by Sherry Reich Dec 12, 2:32 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 22h 13m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 15, 1:10 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 22h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 17, 9:54 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-18T19:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 18, 1:50 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 3h
⏱️
3x Labor Added Dec 18, 11:19 PM
Type: Labor
Status: Open
Qty: 1.2833333333333, 1.05
🚗
▶
2 2x Travel Added Dec 18, 11:38 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 50m
⚠️ 8.0 business days
📄
▶
3 Status: Ready to Bill Dec 31, 1:18 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-250236

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00551065
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Dec 18, 2:00 PM
Created
Dec 11, 4:09 PM
Invoice #
SM-250236

Work Details (5)

Name Type Status Qty Amount Date
WL-03042877 Labor Open 1.2833333333333 $0.00 Dec 18, 11:19 PM
WL-03042878 Labor Open 1.05 $137.50 Dec 18, 11:19 PM
WL-03042879 Labor Open 1 $0.00 Dec 18, 11:19 PM
WL-03042892 Travel Open 47 $110.00 Dec 18, 11:38 PM
WL-03042893 Travel Open 35 $0.00 Dec 18, 11:38 PM

Details