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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340710 ↗ ServiceMax

MIDMARK • Repair • P4

📍 East Bend Animal Hospital — 409 NE Greenwood Ave Ste 110, Bend OR, 97701

Jan 29, 2026 → Feb 12, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Feb 12, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 30 → Feb 5, 2026
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 10, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 11, 2026
1 business day (not counted)
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
Created: Jan 29, 2026 Tech Off Site: Feb 12, 2026
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 4
Jan 29 → Jan 30 Ready for Scheduling ▶ Running 1 1 / 4
Jan 30 → Jan 30 Assigned ▶ Running 0 1 / 4
Jan 30 → Feb 5 Awaiting Parts - Customer ⏸ Paused 4 —
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 2 / 4
Feb 6 → Feb 6 Entered ▶ Running 0 2 / 4
Feb 6 → Feb 6 Assigned ▶ Running 0 2 / 4
Feb 6 → Feb 10 Scheduled ▶ Running 2 4 / 4
Feb 10 → Feb 10 Tech On Site ▶ Running 0 4 / 4
Feb 10 → Feb 11 Awaiting Parts ⏸ Paused 1 —
Feb 11 → Feb 12 Tech On Site ▶ Running 1 5 / 4
Dispatch 0.2d
Material Management 5.7d
Coordinators 6.0d
Field Work 4.0d
Billing 1.8d
✗ SLA Missed
Dispatch
0.2 days
Material Management
5.7 days
Coordinators
6.0 days
Over SLA
Field Work
4.0 days
Over SLA
Billing
1.8 days
Over SLA
Created: Jan 29, 2026 Due: Feb 12, 2026 Completed: Feb 13, 2026 (on time)
📅
11.3 days Total Age
⏱️
4.6d in Awaiting Parts - Customer Longest Stage
🔄
16 transitions Status Changes
⚠️
5.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
33 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 10, 2026
Visit 3 Feb 11, 2026
Visit 4 Feb 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563114
Repair
Closed
Travel Zone 4 Dispatch Type Repair Email eastbendah@eastbendvet.com PROBLEM SUMMARY WD touch screen display ADDITIONAL NOTES Can ask for Carlee if Tracy is unavailable. This will be Zone 4 Dispatch to the EMSAR Inc, KEIZER, OR location. It is approx. 5 hours 30 minutes round trip. If a different service location is used, Midmark approval is required before setting up service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Tracy Medeiros
Owner
Leona Coonrod
Created
Jan 28, 2026
Work Orders from this Case (1)
WO-01340710 (current) Invoiced
Repair • Kwame Cobb
Created: Jan 29, 2026 • Closed: Feb 12, 2026
Completed with minor delays
Invoiced • 34 days old
🚨
Primary Delay 4.6 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 5.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Scheduling
3.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
4.6d
Scheduled
2.6d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Awaiting Parts
1.1d / 3.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
0.1d / 2.0d SLA
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18 NSuarez a different tech was used then the one requested by Midmark, wanted to see if we got approval from midmark if not we will not be able to charge for flight time nor flight expenses not lodging after 2/11/2026.

2/11/26 lcoonrod

Your shipment 1ZE444250172603546 1 of 2 Piece Shipment Delivered On Wednesday, February 11 at 10:22 A.M.Order No: 754727 Customer PO No: SR1528092 Customer: Midmark No Charge Service Request NO: 1528092 Ship To Name: East Bend Animal Hospital Ship To Address: 409 NE Greenwood Ave Ste 110 Ship To City/State: Bend, OR 97701-4616 Waybill (Tracking #): 1ZE444250172603546 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 10-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10865-00 SERIAL #: DESCRIPTION: KIT, 115V M9/M11-05X CONTROL PCB ASSY LINE NO: 2.1 QTY: 1 ITEM: 002-10884-00 SERIAL #: DESCRIPTION: M11-05X DISPLAY ASSEMBLY


2-6 Mburris call from Midmark with POC to set 2-10 Tracy Medeiros

02/05/2026 Emartin

Order No: 753601


Customer PO No: SR1528092


Customer: Midmark No Charge


Service Request NO: 1528092


  


Ship To Name: East Bend Animal Hospital


Ship To Address: 409 NE Greenwood Ave Ste 110   


Ship To City/State: Bend, OR 97701-4616


Waybill (Tracking #): 1ZE444250171314799


Carrier: UPS-Air-Next Day Air


  


The following items have shipped from Midmark Corporation on: 05-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-10909-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X CONNECTIVITY MODULE


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259075109962 DESCRIPTION: ARS LABEL, ST RT 47 WEST

1/29/26 lcoonrod

Advised Carlie (she said she is the one that set up the repair with Midmark) Midmark advised that they are overnighting a part to her. Gave her the WO # and that someone will be reaching out to her to set up the appt. She said Tracy can also be contacted for this.

🔧 Work Performed
Replaced connectivity module, screen still unresponsive. Contacted MIdmark customer service. Replacement screen and PCB board are being sent to customer for repair.
🔍 Technician Findings
As found: Unit in exam room. Top off touchscreen unresponsive.
⚠️ Problem Description
Travel Zone 4 Dispatch Type Repair Email eastbendah@eastbendvet.com PROBLEM SUMMARY WD touch screen display ADDITIONAL NOTES Can ask for Carlee if Tracy is unavailable. This will be Zone 4 Dispatch to the EMSAR Inc, KEIZER, OR location. It is approx. 5 hours 30 minutes round trip. If a different service location is used, Midmark approval is required before setting up service. 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 28, 4:51 PM
Case Number: 00563114
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 29, 11:54 AM
Work Order Created → 3x Parts Added
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: -1
📅
Status: Ready for Scheduling by Leona Coonrod Jan 29, 1:30 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 36m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jan 30, 1:55 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 5, 1:56 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5d 23h
⏳ 2.0 business days
🆕
▶
4 Status: Entered Feb 6, 1:58 PM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-10T16:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
⏳ 3.0 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 10, 12:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
⏱️
Labor Added Feb 10, 1:01 PM
Type: Labor
Status: Open
Qty: 8
🔩
2x Parts Added Feb 10, 1:08 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Feb 10, 4:29 PM
2x Labor Added → 8x Expenses Added
💵
8x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 160
📦
▶
2 Parts Requested Feb 10, 6:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Kwame Cobb
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 5h 49m
🔧
Status: Tech On Site by Kwame Cobb Feb 11, 2:10 PM
From: Awaiting Parts
To: Tech On Site
Duration in Previous: 20h 5m
⏱️
Labor Added Feb 11, 3:31 PM
Type: Labor
Status: Open
Qty: 3
⏱️
▶
2 10x Labor Added Feb 11, 8:58 PM
10x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 48m
💵
Expenses Added Feb 11, 9:25 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Kwame Cobb Feb 12, 7:36 AM
From: Tech Off Site
To: Completed
Duration in Previous: 10h 37m
⏱️
▶
2 5x Labor Added Feb 12, 10:26 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 14h 50m
⏳ 3.2 business days
💵
Status: Billing Review by Nancy Suarez Feb 18, 12:46 PM
From: Closed
To: Billing Review
Duration in Previous: 5d 14h
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 1:30 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 44m
📨
▶
3 Status: Invoice Pending Feb 19, 11:49 AM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254354

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.0 business hours
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00563114
Closed
📦
Parts Order 00090088
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 10, 11:00 AM
Created
Jan 29, 11:54 AM
Invoice #
SM-254354

Work Details (33)

Name Type Status Qty Amount Date
WL-03083259 Parts Open -1 $0.00 Jan 29, 11:54 AM
WL-03083260 Parts Open 1 $0.00 Jan 29, 11:54 AM
WL-03083258 Parts Open 1 $0.00 Jan 29, 11:54 AM
WL-03099181 Labor Open 8 $0.00 Feb 10, 1:01 PM
WL-03099186 Parts Open 1 $0.00 Feb 10, 1:08 PM
WL-03099187 Parts Open 1 $0.00 Feb 10, 1:08 PM
WL-03099578 Labor Open 3 $330.00 Feb 10, 4:29 PM
WL-03099579 Labor Open 2 $220.00 Feb 10, 4:29 PM
WL-03099599 Expenses Open 1 $0.00 Feb 10, 4:31 PM
WL-03099592 Travel Open 160 $0.00 Feb 10, 4:31 PM
WL-03099593 Expenses Open 1 $0.00 Feb 10, 4:31 PM
WL-03099594 Expenses Open 1 $0.00 Feb 10, 4:31 PM
WL-03099595 Expenses Open 1 $173.80 Feb 10, 4:31 PM
WL-03099596 Expenses Open 1 $0.00 Feb 10, 4:31 PM
WL-03099597 Expenses Open 1 $0.00 Feb 10, 4:31 PM
WL-03099598 Expenses Open 1 $0.00 Feb 10, 4:31 PM
WL-03101444 Labor Open 3 $275.00 Feb 11, 3:31 PM
WL-03102133 Labor Open 0.5 $0.00 Feb 11, 8:58 PM
WL-03102134 Labor Open 4.5 $495.00 Feb 11, 8:58 PM
WL-03102135 Labor Open 3 $605.00 Feb 11, 8:58 PM
WL-03102136 Expenses Open 1 $0.00 Feb 11, 8:58 PM
WL-03102137 Expenses Open 1 $0.00 Feb 11, 8:58 PM
WL-03102138 Expenses Open 1 $0.00 Feb 11, 8:58 PM
WL-03102139 Expenses Open 1 $161.18 Feb 11, 8:58 PM
WL-03102140 Expenses Open 1 $0.00 Feb 11, 8:58 PM
WL-03102141 Expenses Open 1 $0.00 Feb 11, 8:58 PM
WL-03102142 Expenses Open 1 $0.00 Feb 11, 8:58 PM
WL-03102190 Expenses Open 1 $0.00 Feb 11, 9:25 PM
WL-03104194 Labor Open 8 $0.00 Feb 12, 10:26 PM
WL-03104195 Travel Open 10 $0.00 Feb 12, 10:26 PM
WL-03104196 Travel Open 10 $0.00 Feb 12, 10:26 PM
WL-03104197 Travel Open 160 $0.00 Feb 12, 10:26 PM
WL-03104198 Expenses Open 1 $0.00 Feb 12, 10:26 PM

Details