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WO-01334429 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Plainfield Veterinary Clinic — 24000 Dayfield Dr, Unit 102,, Plainfield IL, 60586

Jan 7, 2026 → Jan 21, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 13, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 7 → Jan 13, 2026
4 business days (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Jan 13 → Jan 15, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 22, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
Created: Jan 7, 2026 Completed: Jan 22, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 7 → Jan 7 Created ▶ Running 0 0 / 4
Jan 7 → Jan 7 Ready for Scheduling ▶ Running 0 0 / 4
Jan 7 → Jan 7 Assigned ▶ Running 0 0 / 4
Jan 7 → Jan 13 Scheduled ▶ Running 4 4 / 4
Jan 13 → Jan 15 Awaiting Parts ⏸ Paused 2 —
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 4 / 4
Jan 15 → Jan 15 Entered ▶ Running 0 4 / 4
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 4 / 4
Jan 15 → Jan 15 Entered ▶ Running 0 4 / 4
Jan 15 → Jan 15 Assigned ▶ Running 0 4 / 4
Jan 15 → Jan 21 Scheduled ▶ Running 3 7 / 4
Jan 21 → Jan 22 Tech On Site ▶ Running 1 8 / 4
Dispatch 0.0d
Material Management 3.0d
Coordinators 8.9d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
8.9 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Jan 7, 2026 Due: Jan 22, 2026 Completed: Jan 22, 2026 (on time)
📅
10.1 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
6.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 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 Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 12, 2026
Visit 2 Jan 21, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556660
Midmark Service Request Dispatch Authorization - WO-00145517
Closed
Zone 1 WD hs handpiece issue Please have the tech show up after 11am. 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
Melissa Rehak
Owner
Jessica Sells
Created
Jan 7, 2026
Work Orders from this Case (1)
WO-01334429 (current) Invoiced
Repair • Tyler Bollman
Created: Jan 7, 2026 • Closed: Jan 21, 2026
Completed with minor delays
Invoiced • 56 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 6.8 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
0.1d / 1.0d SLA
Scheduled
8.8d / 2.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Assigned
0.0d / 0.5d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/15 KKelch called Melissa to schedule for 1/21 between 3 and 4 pm. Customer confirmed. 

1/15/26 SReich

Your shipment

1ZE444250372719481

Estimated delivery

Tomorrow, January 16, between 9:00 A.M. - 11:00 A.M. 

Order No: 748647 Customer PO No: SR1517216 Customer: Midmark No Charge Service Request NO: 1517216 Ship To Name: Plainfield Veterinary Clinic Ship To Address: 24000 Dayfield Dr Unit 102 Ship To City/State: Plainfield, IL 60586-7786 Waybill (Tracking #): 1ZE444250372719481 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 14-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-11030-00 SERIAL #: DESCRIPTION: KIT, TRIBLOCK LINE NO: 2.1 QTY: 2 ITEM: 61507800 SERIAL #: DESCRIPTION: SCR HXH 0.190-24 X 0.500 WHIZLOCK ZN


1/7/2026 CRamen spoke with Melissa and scheduled repair for Monday 1/12/2026 with tech arrival between 1-3pm. 


1/7/2026jsells

spoke with Melissa and I gave her the work order number and let her know a coordinator will call to schedule the onsite visit

🔧 Work Performed
Corrected the tubing on the high speed handpiece (flipped the large holes). Verified the drill was spinning. However, the pressure to the handpiece was 50 psi and this was higher than it is rated for. I attempted to adjust it, but the knob for drive air adjustment would not rotate. Spoke with Midmark tech support who is sending a new tri-block assy. to fix this issue. There are also 2 screws being sent for the back compressor tray, that was missing these screws. 1/21/26 screws and aircontrol block replaced and system tested and pressure adjusted for all hand pieces
🔍 Technician Findings
High speed handpiece has the tubing hooked up backwards
⚠️ Problem Description
Zone 1 WD hs handpiece issue Please have the tech show up after 11am. 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 Jan 7, 9:57 AM
Case Number: 00556660
Subject: Midmark Service Request Dispatch Authorization - WO-00145517
Status: Closed
📋
▶
2 Work Order Created Jan 7, 11:44 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Technician Assigned Jan 7, 12:27 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 39m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-12T19:00:00.000+0000, 2026-01-12T17:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
3 3x Labor Added Jan 13, 8:39 AM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088144
Status: Closed
📦
Status: Awaiting Parts by Ryan Byer
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 20h
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Jan 15, 9:52 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 1h
🆕
▶
3 Status: Entered Jan 15, 10:07 AM
Status: Entered → Status: Entered → Technician Assigned
🆕
Status: Entered by Kaitlyn Kelch
From: Ready for Scheduling, Entered
To: Entered, Assigned
Duration in Previous: 1m, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTCJcQAP, Tyler Bollman
🗓️
▶
2 Status: Scheduled Jan 15, 10:15 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-21T21:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Tyler Bollman Jan 21, 5:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 7h
🚗
2x Travel Added Jan 21, 5:59 PM
Type: Travel, Labor
Status: Open
Qty: 54, 2.25
🚗
2x Travel Added Jan 21, 6:58 PM
Type: Travel, Expenses
Status: Open
Qty: 23, 1
⏱️
2x Labor Added Jan 21, 7:17 PM
Type: Labor
Status: Open
Qty: 2, 1
✔️
Status: Completed by Tyler Bollman Jan 21, 7:28 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 45m
🏁
Status: Closed by Tyler Bollman Jan 21, 8:32 PM
From: Completed
To: Closed
Duration in Previous: 1h 3m
⏳ 3.4 business days
📄
▶
3 Status: Ready to Bill Jan 26, 2:28 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-252242

Bottlenecks

Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00556660
Closed
📦
Parts Order 00088144
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Jan 21, 4:00 PM
Created
Jan 7, 11:44 AM
Invoice #
SM-252242

Work Details (9)

Name Type Status Qty Amount Date
WL-03062868 Labor Open 1 $110.00 Jan 13, 8:39 AM
WL-03062869 Labor Open 0.5 $0.00 Jan 13, 8:39 AM
WL-03062870 Travel Open 12 $0.00 Jan 13, 8:39 AM
WL-03073974 Travel Open 54 $110.00 Jan 21, 5:59 PM
WL-03073975 Labor Open 2.25 $0.00 Jan 21, 5:59 PM
WL-03074156 Travel Open 23 $0.00 Jan 21, 6:58 PM
WL-03074157 Expenses Open 1 $0.00 Jan 21, 6:58 PM
WL-03074180 Labor Open 2 $220.00 Jan 21, 7:17 PM
WL-03074181 Labor Open 1 $0.00 Jan 21, 7:17 PM

Details