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← WO Overview

WO-01339194 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Red Lion Veterinary Hospital — 1047 Red Lion Rd, New Castle DE, 19720

Jan 21, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 28, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Feb 17, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 22 → Jan 27, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Jan 28 → Jan 30, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 3, 2026
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 9, 2026
3 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
Created: Jan 22, 2026 Invoiced: Feb 17, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0 / 4
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 0 / 4
Jan 22 → Jan 22 Assigned ▶ Running 0 0 / 4
Jan 22 → Jan 27 Scheduled ▶ Running 3 3 / 4
Jan 27 → Jan 28 Tech On Site ▶ Running 1 4 / 4
Jan 28 → Jan 30 Awaiting Parts ⏸ Paused 2 —
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 4 / 4
Jan 30 → Feb 3 Scheduled ▶ Running 2 6 / 4
Feb 3 → Feb 4 Tech On Site ▶ Running 1 7 / 4
Feb 4 → Feb 9 Awaiting Parts ⏸ Paused 3 —
Feb 9 → Feb 12 Ready for Scheduling ▶ Running 3 10 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 10 / 4
Feb 12 → Feb 16 Scheduled ▶ Running 1 11 / 4
Feb 16 → Feb 17 Tech On Site ▶ Running 1 12 / 4
Feb 17 → Feb 17 Completed ▶ Running 0 12 / 4
Dispatch 0.0d
Material Management 7.0d
Coordinators 13.0d
Field Work 2.9d
Incomplete 0.0d (excluded)
Billing 1.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.0 days
Over SLA
Coordinators
13.0 days
Over SLA
Field Work
2.9 days
Over SLA
Incomplete (excluded from total)
0.0 days
Billing
1.7 days
Over SLA
Created: Jan 22, 2026 Due: Feb 16, 2026 Completed: Feb 17, 2026 (on time)
📅
17.5 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
9.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
17 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 Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 27, 2026
Visit 2 Feb 3, 2026
Visit 3 Feb 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561040
Repair
Closed
Travel Zone 1 PROBLEM SUMMARY WD HS drill light issue. ADDITIONAL NOTES Part on site. Servicer check voltage and air signal going to the sun lite box for HS fiber optics. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
Priority
Medium
Origin
Web
Reason
New Case
Contact
Liz Green
Owner
Shelby Robinson
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339194 (current) Invoiced
Repair • Michael Harris
Created: Jan 21, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 42 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 9.5 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
4.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
8.4d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Awaiting Parts
7.0d / 3.0d SLA
Closed
5.6d / 1.0d SLA
Incomplete
0.0d
WO Correction Needed
0.2d
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/2026 NSuarez SRA missing for date of service 1/27/2026 and 2/03/2026.

2/12 MOwens Called and spoke to Liz Green. She did receive the parts that were delivered on 2/11. she will have them ready for when the tech goes onsite to complete the repair. Scheduled the visit for 2/16 with arrival between 9-10am.

2/9/2026jsells

Ship To Name: Red Lion Veterinary Hospital Ship To Address: 1047 Red Lion Rd Ship To City/State: NEW CASTLE, DE 19720 Waybill (Tracking #): 1ZE444250371659593 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 09-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 016-10104-00 SERIAL #: DESCRIPTION: TUBING, POWER OPTIC, 6 PIN, ISO, CONFORM LINE NO: 2.1 QTY: 1 ITEM: 002-10768-00 SERIAL #: DESCRIPTION: KIT, LED 6-PIN SWIVEL COUPLER


1/30 MOwens Liz Green called and said they received the parts Today. She will have the parts ready for the tech when he return back onsite for the repair visit. Schedule the return visit for first opening on 2/3 between 2-5pm.

01/28/2026 SRobinson- Order No: 751553


Customer PO No: SR1521274


Customer: Midmark No Charge


Service Request NO: 1521274


Ship To Name: Red Lion Veterinary Hospital


Ship To Address: 1047 Red Lion Rd    


Ship To City/State: NEW CASTLE, DE 19720


Waybill (Tracking #): 1ZE444250371887613


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 28-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-11075-00 SERIAL #: DESCRIPTION: KIT, PCB, MAIN


LINE NO: 2.1 QTY: 1 ITEM: 015-1480-00 SERIAL #: DESCRIPTION: POWER PACK


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

1/22 MOwens Called and spoke to Liz Green. Scheduled the repair visit for next Tues. 1/27 with arrival from 9-10am.

01/21/2026 SRobinson- Sent email to redlionvet@gmail.com and gave the WO# and advised a coordinator will be reaching out to schedule.

🔧 Work Performed
01/27/2026..MH the high speed hand piece was opened and the bulb tested good for continuity. there was no DC voltage at the bulb socket. The output of the Sunlight optic Control Module 015-1480-00 was tested and there was no voltage. voltage was taken at the input to the optic controller and there was 18VDC. Midmark was called and after trouble shooting with Midmark tech it was determined the the main PCB and the optic controller need to be replaced. 02/03/2026..MH installed the new PCB. installed the new optic controller was replaced. the the output from the PCB is still 18 VDC the manual states 7 VDC. the output of the optic controller is 7 VDC the manual states 2-3 VDC. Midmark was called, while going over the problems i pointed out to the Midmark tech the hose for the high speed drill and the high speed drill do not match up. the Midmark tech wants to replace the hose and then proceed from there. 02/16/2026..MH the Power Optic Tubing, 6-Hole, ISO, Conform was replaced. The LED 6-PIN SWIVEL COUPLER kit was replaced. the unit was electrically and functionally tested.
🔍 Technician Findings
the high speed drill light does not come on when in use.
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD HS drill light issue. ADDITIONAL NOTES Part on site. Servicer check voltage and air signal going to the sun lite box for HS fiber optics. 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 21, 2:35 PM
Case Number: 00561040
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 21, 7:46 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 22, 8:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13h 1m
🗓️
▶
2 Status: Scheduled Jan 22, 9:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-27T14:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Michael Harris Jan 27, 9:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏱️
5x Labor Added Jan 27, 10:10 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.6, 0.73333333333333, 15
📦
▶
2 Parts Requested Jan 27, 10:43 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Michael Harris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 13h 12m
⏳ 3.2 business days
📅
▶
2 Status: Ready for Scheduling Jan 30, 3:40 PM
Status: Ready for Scheduling → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-03T19:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris Feb 3, 2:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
📦
▶
2 Parts Requested Feb 3, 9:17 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Michael Harris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 7h 1m
⏱️
8x Labor Added Feb 3, 9:36 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.0666666666667, 2.05, 0.35, 46, 15
⏳ 4.3 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 9, 3:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 18h
⏳ 4.0 business days
👷
▶
2 Technician Assigned Feb 12, 9:39 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 17h
🗓️
▶
2 Status: Scheduled Feb 12, 10:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-16T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Harris Feb 16, 10:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 23h
⏱️
3x Labor Added Feb 16, 10:50 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.81666666666667, 39
✔️
Status: Completed by Michael Harris Feb 16, 11:06 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 2m, 0m
⚠️
▶
3 Status: Incomplete Feb 17, 6:49 AM
Status: Incomplete → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 19, 12:46 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 5h
🏁
Status: Closed by Matthew Bateman Feb 19, 2:00 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 13m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 2:20 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Feb 23, 3:28 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254682

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.3 business hours
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours

🔗 Related Artifacts

📞
Case 00561040
Closed
📦
Parts Order 00089157
Closed
📦
Parts Order 00089628
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Feb 16, 9:00 AM
Created
Jan 21, 7:46 PM
Invoice #
SM-254682

Work Details (17)

Name Type Status Qty Amount Date
WL-03081052 Labor Open 0.75 $0.00 Jan 27, 10:10 PM
WL-03081053 Labor Open 1.6 $192.50 Jan 27, 10:10 PM
WL-03081054 Labor Open 0.73333333333333 $0.00 Jan 27, 10:10 PM
WL-03081055 Travel Open 15 $110.00 Jan 27, 10:10 PM
WL-03081056 Travel Open 15 $0.00 Jan 27, 10:10 PM
WL-03090529 Labor Open 1.0666666666667 $0.00 Feb 3, 9:36 PM
WL-03090530 Labor Open 2.05 $247.50 Feb 3, 9:36 PM
WL-03090531 Labor Open 0.35 $0.00 Feb 3, 9:36 PM
WL-03090532 Travel Open 46 $110.00 Feb 3, 9:36 PM
WL-03090533 Travel Open 15 $0.00 Feb 3, 9:36 PM
WL-03090534 Expenses Open 1 $0.00 Feb 3, 9:36 PM
WL-03090535 Expenses Open 1 $0.00 Feb 3, 9:36 PM
WL-03090536 Expenses Open 1 $0.00 Feb 3, 9:36 PM
WL-03108164 Labor Open 0.81666666666667 $0.00 Feb 16, 10:50 PM
WL-03108166 Travel Open 39 $110.00 Feb 16, 10:50 PM
WL-03108167 Expenses Open 1 $0.00 Feb 16, 10:50 PM
WL-03108235 Labor Open 2 $220.00 Feb 17, 6:52 AM

Details