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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01332965 ↗ ServiceMax

MIDMARK • Repair • P4

📍 LANE VETERINARY ELMHURST — 311 N York St, Elmhurst IL, 60126-2317

Jan 6, 2026 → Jan 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 12, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Jan 27, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 12, 2026
4 business days (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Jan 12 → Jan 14, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 20, 2026
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Jan 23, 2026
3 business days (not counted)
▶ Clock Running
Status: Entered
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 23 → Jan 27, 2026
2 business days (counted)
Running total: 9 of 4 biz days used
Created: Jan 6, 2026 Tech Off Site: Jan 27, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 6 Created ▶ Running 0 0 / 4
Jan 6 → Jan 6 Ready for Scheduling ▶ Running 0 0 / 4
Jan 6 → Jan 6 Assigned ▶ Running 0 0 / 4
Jan 6 → Jan 12 Scheduled ▶ Running 4 4 / 4
Jan 12 → Jan 14 Awaiting Parts ⏸ Paused 2 —
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 4 / 4
Jan 14 → Jan 15 Assigned ▶ Running 1 5 / 4
Jan 15 → Jan 15 Scheduled ▶ Running 0 5 / 4
Jan 15 → Jan 15 Entered ▶ Running 0 5 / 4
Jan 15 → Jan 15 Assigned ▶ Running 0 5 / 4
Jan 15 → Jan 20 Scheduled ▶ Running 2 7 / 4
Jan 20 → Jan 20 Tech On Site ▶ Running 0 7 / 4
Jan 20 → Jan 23 Awaiting Parts ⏸ Paused 3 —
Jan 23 → Jan 23 Entered ▶ Running 0 7 / 4
Jan 23 → Jan 23 Assigned ▶ Running 0 7 / 4
Jan 23 → Jan 27 Scheduled ▶ Running 2 9 / 4
Dispatch 0.0d
Material Management 6.4d
Coordinators 10.8d
Field Work 0.7d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.4 days
Over SLA
Coordinators
10.8 days
Over SLA
Field Work
0.7 days
Billing
1.4 days
Created: Jan 6, 2026 Due: Jan 29, 2026 Completed: Jan 28, 2026 (1 days early)
📅
14.9 days Total Age
⏱️
3.5d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
4.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 9, 2026
Visit 2 Jan 20, 2026
Visit 3 Jan 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556395
Midmark Service Request Dispatch Authorization - WO-00145069
Closed
Travel Zone 1 PROBLEM SUMMARY WD high temp error ADDITIONAL NOTES Can ask for Natalie if Michelle is unavailable. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Bacerott
Owner
Shelby Robinson
Created
Jan 6, 2026
Work Orders from this Case (1)
WO-01332965 (current) Invoiced
Repair • Tyler Bollman
Created: Jan 6, 2026 • Closed: Jan 27, 2026
Completed with minor delays
Invoiced • 57 days old
🚨
Primary Delay 3.5 days stuck in "Scheduled"
⏱️
Total Delay 4.7 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
0.7d / 1.0d SLA
Scheduled
8.9d / 2.0d SLA
Awaiting Parts
6.4d / 3.0d SLA
Assigned
1.3d / 0.5d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Closed
2.7d / 1.0d SLA
WO Correction Needed
1.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/28/26 NSuarez SRA for date of service 1/20/2026 is missing.

1/23/2026 CRamen spoke with Erika and she said parts should get there on Monday and scheduled for Tuesday 1/27/2026 with tech arrival between 11-1


1/23/2026 CRamen re-assigned to VNyathi


1/15 KKelch called Michelle to schedule for 1/21 between 9 and 11 am. Customer confirmed. 

01/14/2026 EMartin

Order No: 748416


Customer PO No: SR1516228


Customer: Midmark No Charge


Service Request NO: 1516228


  


Ship To Name: LANE VETERINARY ELMHURST


Ship To Address: 311 N York St    


Ship To City/State: Elmhurst, IL 60126-2317


Waybill (Tracking #): 1ZE444250372796077


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 14-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-10880-00 SERIAL #: DESCRIPTION: M11-05X DOOR & DAM GASKET KIT

1/6/2026 CRamen spoke with Natalie and scheduled for Friday 1/9/2026 with tech arrival between 1-3pm. 


01/06/2025 SRobinson- Called Michelle Bacerott, 1(630) 478-0222. Number is not in service sending email to michelleb@lanevet.com with WO# and advising a coordinator will be reaching out to schedule.

🔧 Work Performed
Started cycle, observed water dripping from the door. Reseated gasket, did not fix the issue. New gasket on order from Midmark. 1/20/26 customer had replaced the gasket prior to tech arrival, the gasket was installed incorrectly and dusty, removed cleaned and reinstalled correctly, test cycle run was not heating correctly, stopped cycle found no leaking, discovered stopper on water tank not plugged. put that back in place and ran another test cycle, steam came out of the front fill valve indicating Air Valve failure. Called Dale at midmark and got replacement overnighted 1/27/2026 - Replaced the air valve and ran one cycle for performance verification. Unit is working as intended.
🔍 Technician Findings
High temp error code is displayed on screen. Error codes -- high temp/ low pressure error - 0746-063C/ 0747-033C
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD high temp error ADDITIONAL NOTES Can ask for Natalie if Michelle is unavailable. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Jan 6, 11:53 AM
Case Number: 00556395
Subject: Midmark Service Request Dispatch Authorization - WO-00145069
Status: Closed
📋
▶
2 Work Order Created Jan 6, 3:36 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Technician Assigned Jan 6, 4:07 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 26m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-09T20:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
3 3x Labor Added Jan 11, 8:17 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088059
Status: Closed
📦
Status: Awaiting Parts by Ryan Byer
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 4h
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Erin Martin Jan 14, 12:09 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 15h
👷
▶
2 Technician Assigned Jan 14, 5:21 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 12m
📅
▶
5 Dispatch Scheduled Jan 15, 10:05 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned, Scheduled, Entered
To: Scheduled, Entered, Assigned
Duration in Previous: 16h 43m, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTCJcQAP, Tyler Bollman
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-21T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Jan 19, 4:12 PM
Scheduled For: 2026-01-20T20:00:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Jan 20, 2:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
🚗
▶
3 Travel Added Jan 20, 3:27 PM
Travel Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088691
Status: Closed
📦
Status: Awaiting Parts by Tyler Bollman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 10m
⏱️
2x Labor Added Jan 20, 5:34 PM
Type: Labor
Status: Open
Qty: 1.25
⏳ 3.8 business days
🆕
▶
3 Status: Entered Jan 23, 3:42 PM
Status: Entered → Technician Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Vincent Nyathi
👷
Technician Assigned by Charles Ramen
Technician: Vincent Nyathi
🗓️
▶
2 Status: Scheduled Jan 23, 4:07 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-27T18:00:00.000+0000
⏳ 3.0 business days
🚗
Status: Tech Off Site by Vincent Nyathi Jan 27, 5:55 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 4d 1h
⏱️
3x Labor Added Jan 27, 10:14 PM
Type: Labor, Travel
Status: Open
Qty: 2.75, 0.66666666666667, 17
✔️
Status: Completed by Vincent Nyathi Jan 27, 10:33 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 4h 37m, 0m
👷
▶
2 Technician Assigned Jan 28, 3:43 PM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 17h 11m
🏁
Status: Closed by Tyler Bollman Jan 29, 1:42 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 21h 56m
📄
▶
2 Status: Ready to Bill Jan 30, 12:54 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 1.0 business days
🧾
Invoice Created Feb 1, 10:21 PM
Invoice Number: SM-252682

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.6 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 3.5 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 2.9 business hours
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours

🔗 Related Artifacts

📞
Case 00556395
Closed
📦
Parts Order 00088059
Closed
📦
Parts Order 00088691
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Jan 27, 1:00 PM
Created
Jan 6, 3:36 PM
Invoice #
SM-252682

Work Details (9)

Name Type Status Qty Amount Date
WL-03061101 Labor Open 1 $110.00 Jan 11, 8:17 PM
WL-03061102 Labor Open 1 $0.00 Jan 11, 8:17 PM
WL-03061103 Travel Open 19 $0.00 Jan 11, 8:17 PM
WL-03072034 Travel Open 56 $110.00 Jan 20, 3:27 PM
WL-03072349 Labor Open 1.25 $0.00 Jan 20, 5:34 PM
WL-03072350 Labor Open 2 $220.00 Jan 20, 5:34 PM
WL-03081062 Labor Open 2.75 $302.50 Jan 27, 10:14 PM
WL-03081063 Labor Open 0.66666666666667 $0.00 Jan 27, 10:14 PM
WL-03081064 Travel Open 17 $0.00 Jan 27, 10:14 PM

Details