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WO-01339603 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Diamond Veterinary Associates — 3625 Rucker Ave, Everett WA, 98201

Jan 23, 2026 → Feb 10, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 29, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 23 → Jan 28, 2026
3 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 10, 2026
6 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Jan 23, 2026 Completed: Feb 10, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 23 → Jan 23 Created ▶ Running 0 0 / 4
Jan 23 → Jan 23 Ready for Scheduling ▶ Running 0 0 / 4
Jan 23 → Jan 23 Assigned ▶ Running 0 0 / 4
Jan 23 → Jan 28 Awaiting Parts - Customer ⏸ Paused 3 —
Jan 28 → Feb 2 Ready for Scheduling ▶ Running 3 3 / 4
Feb 2 → Feb 10 Scheduled ▶ Running 6 9 / 4
Feb 10 → Feb 10 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.0d
Material Management 3.3d
Coordinators 10.5d
Field Work 1.2d
Billing 0.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.3 days
Coordinators
10.5 days
Over SLA
Field Work
1.2 days
Billing
0.9 days
Created: Jan 23, 2026 Due: Feb 6, 2026 Completed: Feb 11, 2026 (4 days late)
📅
12.8 days Total Age
⏱️
6.8d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
9.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561738
Repair
Closed
Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD Foot pedal sticking. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Kim Lowry
Owner
Kimberly Hardison
Created
Jan 23, 2026
Work Orders from this Case (1)
WO-01339603 (current) Invoiced
Repair • Tim Holman
Created: Jan 23, 2026 • Closed: Feb 10, 2026
Completed with minor delays
Invoiced • 40 days old
🚨
Primary Delay 6.8 days stuck in "Scheduled"
⏱️
Total Delay 9.3 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
3.7d / 1.0d SLA
Awaiting Parts - Customer
3.3d
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-2 Mburris called site set with Kim 2-10 9am

1/28/2026jsells

Ship To Name: NVA Diamond Veterinary Hospital Ship To Address: 3625 RUCKER AVE Ship To City/State: EVERETT, WA 98201 Waybill (Tracking #): 1ZE444250371897228 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 28-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-11116-00 SERIAL #: DESCRIPTION: KIT, AH9000 FOOT CONTROL PARTS


1/23 KHardison - Atempted to call customer, was left on hold over 7 min. Sent email regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts

🔧 Work Performed
replaced gaskets and plunger, adj air controls to high and low speed hand pieces, tested multiple times with success, show staff results.
🔍 Technician Findings
foot control sticky
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD Foot pedal sticking. ADDITIONAL NOTES 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 23, 1:07 PM
Case Number: 00561738
Subject: Repair
Status: Closed
📋
Work Order Created Jan 23, 2:49 PM
Work Order: WO-01339603
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Jan 23, 3:00 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Jan 23, 4:54 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 54m, 0m
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 28, 3:16 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 22h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-10T17:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Tim Holman Feb 10, 11:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 23h
⏱️
▶
2 3x Labor Added Feb 10, 1:29 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site
To: Completed
Duration in Previous: 2h 12m
🏁
Status: Closed by Tim Holman Feb 10, 9:11 PM
From: Completed
To: Closed
Duration in Previous: 7h 40m
⏳ 3.4 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 13, 11:50 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 14h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending Feb 16, 1:36 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254105

Bottlenecks

Ready for Scheduling
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00561738
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 10, 12:00 PM
Created
Jan 23, 2:49 PM
Invoice #
SM-254105

Work Details (3)

Name Type Status Qty Amount Date
WL-03099213 Labor Open 1.5 $0.00 Feb 10, 1:29 PM
WL-03099214 Labor Open 1 $110.00 Feb 10, 1:29 PM
WL-03099215 Travel Open 40 $110.00 Feb 10, 1:29 PM

Details