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WO-01338893 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Animal Clinic of Grand Prairie — 612 N BELTLINE RD, GRAND PRAIRIE TX, 75050-5876

Jan 21, 2026 → Feb 9, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 27, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Assigned
Jan 21 → Jan 27, 2026
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Feb 4, 2026
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 9, 2026
3 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Jan 21, 2026 Completed: Feb 9, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0 / 4
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0 / 4
Jan 21 → Jan 27 Assigned ▶ Running 4 4 / 4
Jan 27 → Jan 28 Scheduled ▶ Running 1 5 / 4
Jan 28 → Jan 28 Tech On Site ▶ Running 0 5 / 4
Jan 28 → Jan 29 Tech Off Site ▶ Running 1 6 / 4
Jan 29 → Feb 4 Awaiting Parts ⏸ Paused 4 —
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 6 / 4
Feb 4 → Feb 4 Entered ▶ Running 0 6 / 4
Feb 4 → Feb 9 Scheduled ▶ Running 3 9 / 4
Feb 9 → Feb 9 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.1d
Material Management 4.3d
Coordinators 11.2d
Field Work 2.5d
Billing 1.4d
✗ SLA Missed
Dispatch
0.1 days
Material Management
4.3 days
Over SLA
Coordinators
11.2 days
Over SLA
Field Work
2.5 days
Billing
1.4 days
Over SLA
Created: Jan 21, 2026 Due: Feb 12, 2026 Completed: Feb 9, 2026 (3 days early)
📅
14.0 days Total Age
⏱️
5.0d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
10.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
15 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 Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 28, 2026
Visit 2 Feb 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560804
Repair
Closed
Travel Zone 1 PROBLEM SUMMARY NWD no power ADDITIONAL NOTES Please call mobile number to schedule service. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Medium
Origin
Web
Reason
New Case
Contact
Tonya Wohler
Owner
Shelby Robinson
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338893 (current) Invoiced
Repair • Zachary Stieben
Created: Jan 21, 2026 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 42 days old
🚨
Primary Delay 5.0 days stuck in "Assigned"
⏱️
Total Delay 10.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
1.8d / 2.0d SLA
Awaiting Parts
4.3d / 3.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4/26 RBerry- Updated due date based on parts. Removed delay code.


2/4 KKelch called Tonya to schedule for 2/9 between 2:30 and 3:30 pm. Customer confirmed. 

2/4/2026jsells

Ship To Name: Animal Clinic of Grand Prairie Ship To Address: 612 N BELTLINE RD Ship To City/State: GRAND PRAIRIE, TX 75050-5876 Waybill (Tracking #): 1ZE444250371567487 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 03-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-0642-00 SERIAL #: DESCRIPTION: TRANSFORMER - 24 VOLT


1/29/2026jsells

Hello, EMSAR,

The customer has approved the added parts for this SR. SO - 752073. Please contact the customer once the parts arrive to schedule service. Have a great day!

1/28/26 Stieben. Repair will require 2 techs to uninstall and reinstall light from the celling. Midmark tech support stated that they will need to he their PO department send a write up a estimate and send a PO to the customer for additional labor and parts to be approved.


1/27 KKelch called Tonya to schedule for 1/28 between 1:30 and 2:30 pm. Customer confirmed. 

1/26/2026 Sramen - integration log marked "bad" is resolved.

1/23 KKelch called Tonya to schedule for 1/27 between 2:30 and 3:30 pm. She is OOO, advised to call back on Monday at 2 pm CT. 

1/21 KKelch called Tonya to schedule for 1/21 between 9 and 11 am. Left VM. 

01/21/2026 SRobinson- Called Tonya Wohler, (972) 262-2684. She was OOO at the moment. sending email to tonya.wohler@vetcor.com with the WO# and advising a coordinator will be reaching out to schedule. 

🔧 Work Performed
1/28/26. ZStieben Evaluated unit. Determined faulty power transformer. Contacted Midmark tech support. Repair will require 2 technicians to uninstall the light from the celling and reinstall after repair is completed. Midmark stated that they will have to create a PO and send the repair estimate to customer. 2/9/26 Installed new Power Transformer. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
1/28/2026 Zachary Stieben arrived on site. Found Midmark exam light with no power. 2/9/2026 Zachary Stieben and Christopher Womack arrived on site to complete repair.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY NWD no power ADDITIONAL NOTES Please call mobile number to schedule service. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark 300 (Series) Lights (354, 355, Mobile, Wall, and Ceiling versions)

Timeline

📞
Case Linked Jan 21, 9:10 AM
Case Number: 00560804
Subject: Repair
Status: Closed
📋
Work Order Created Jan 21, 9:23 AM
Work Order: WO-01338893
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Jan 21, 10:01 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 37m
👷
▶
2 Technician Assigned Jan 21, 11:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 2m
⏳ 3.0 business days
👷
Technician Assigned by Kaitlyn Kelch Jan 23, 9:36 AM
Technician: Zachary Stieben
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 9:17 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-28T20:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Zachary Stieben Jan 28, 11:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
🚗
Status: Tech Off Site by Zachary Stieben Jan 28, 12:52 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 22m
🚗
▶
2 2x Travel Added Jan 28, 2:49 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1.3333333333333, 1.1666666666667, 1.25
⏳ 2.0 business days
📦
▶
2 Parts Requested Jan 29, 4:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Zachary Stieben
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 1d 3h
⏳ 4.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 4, 9:46 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 17h
🆕
▶
3 Status: Entered Feb 4, 10:24 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HXpFGQA1, Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-09T20:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Christopher Womack Feb 9, 1:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
✔️
Status: Completed by Zachary Stieben Feb 9, 6:01 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 1m
⏱️
5x Labor Added Feb 9, 6:26 PM
Type: Labor, Travel
Status: Open
Qty: 2, 0.5, 17, 51
🚗
▶
2 2x Travel Added Feb 9, 6:32 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 2, 1
🏁
Status: Closed by Zachary Stieben Feb 9, 6:42 PM
From: Completed
To: Closed
Duration in Previous: 41m
⏳ 3.7 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 12, 4:04 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
📨
▶
2 Status: Invoice Pending Feb 13, 1:16 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 1.0 business days
🧾
Invoice Created Feb 15, 10:01 PM
Invoice Number: SM-253991

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Awaiting Parts
Duration: 4.3 business days (threshold: 3.0 business days)
Exceeded by 1.3 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
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours

🔗 Related Artifacts

📞
Case 00560804
Closed
📦
Parts Order 00089337
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Feb 9, 3:30 PM
Created
Jan 21, 9:23 AM
Invoice #
SM-253991

Work Details (15)

Name Type Status Qty Amount Date
WL-03081882 Travel Open 50 $110.00 Jan 28, 2:49 PM
WL-03081883 Travel Open 50 $0.00 Jan 28, 2:49 PM
WL-03081891 Labor Open 1.3333333333333 $165.00 Jan 28, 2:51 PM
WL-03081892 Labor Open 1.1666666666667 $0.00 Jan 28, 2:51 PM
WL-03081890 Labor Open 1.25 $0.00 Jan 28, 2:51 PM
WL-03098284 Labor Open 2 $0.00 Feb 9, 6:26 PM
WL-03098282 Labor Open 0.5 $0.00 Feb 9, 6:26 PM
WL-03098283 Labor Open 2 $220.00 Feb 9, 6:26 PM
WL-03098285 Travel Open 17 $110.00 Feb 9, 6:26 PM
WL-03098286 Travel Open 51 $0.00 Feb 9, 6:26 PM
WL-03098287 Travel Open 30 $110.00 Feb 9, 6:32 PM
WL-03098288 Travel Open 50 $0.00 Feb 9, 6:32 PM
WL-03098292 Labor Open 0.5 $0.00 Feb 9, 6:35 PM
WL-03098293 Labor Open 2 $220.00 Feb 9, 6:35 PM
WL-03098294 Labor Open 1 $0.00 Feb 9, 6:35 PM

Details