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WO-01340872 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Veterinary Care Group Glen Oaks — 25305 Union Turnpike, Glen Oaks NY, 11004-1239

Jan 30, 2026 → Feb 11, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 5, 2026
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 4, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 5, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 5 → Feb 10, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
Created: Jan 30, 2026 Completed: Feb 11, 2026
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 4
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 4
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 4
Jan 30 → Feb 4 Scheduled ▶ Running 3 3 / 4
Feb 4 → Feb 5 Awaiting Parts ⏸ Paused 1 —
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 3 / 4
Feb 5 → Feb 10 Assigned ▶ Running 3 6 / 4
Feb 10 → Feb 11 Scheduled ▶ Running 1 7 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 9.3d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
9.3 days
Over SLA
Billing
2.0 days
Over SLA
Created: Jan 30, 2026 Due: Feb 12, 2026 Completed: Feb 11, 2026 (1 days early)
📅
9.0 days Total Age
⏱️
3.3d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
5.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Feb 3, 2026
Visit 2 Feb 11, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563584
Repair
Closed
Zone 1 WD Unusual Noises ADDITIONAL NOTES Please call mobile number to schedule service. 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
Michelle Raines
Owner
Sherry Reich
Created
Jan 29, 2026
Work Orders from this Case (3)
WO-01340868 Invoiced
Repair • David Trost
Created: Jan 30, 2026 • Closed: Feb 11, 2026
WO-01340870 Invoiced
Repair • David Trost
Created: Jan 30, 2026 • Closed: Feb 11, 2026
WO-01340872 (current) Invoiced
Repair • David Trost
Created: Jan 30, 2026 • Closed: Feb 11, 2026
Completed with minor delays
Invoiced • 33 days old
🚨
Primary Delay 3.3 days stuck in "Assigned"
⏱️
Total Delay 5.8 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
0.7d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
4.6d / 2.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Closed
2.1d / 1.0d SLA
07e-Partial Project
0.3d
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/10 KSmith -- Scheduled for tomorrow with Michelle. 1-3pm

2/10 KSmith -- Left VM to schedule for tomorrow. Sending email as well.

2/9 KSmith -- Michelle was with a patient. Advised to email. Sent email to schedule for Wednesday

2/6 KSmith -- Sent email to schedule for 2/11

02/05/2026 Emartin

Order No: 753242


Customer PO No: SR1527372


Customer: Midmark No Charge


Service Request NO: 1527372


  


Ship To Name: Veterinary Care Group Glen Oaks


Ship To Address: 25305 Union Tpke    


Ship To City/State: Glen Oaks, NY 11004-1239


Waybill (Tracking #): 1ZE444250343231954


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 04-FEB-2026


  


LINE NO: 1.1 QTY: 2 ITEM: 053-2505-00 SERIAL #: DESCRIPTION: SPACER BEARING


LINE NO: 2.1 QTY: 2 ITEM: 053-2505-00 SERIAL #: DESCRIPTION: SPACER BEARING

1/30 KSmith -- Scheduled for 2/3 with Michelle on WO-01340861

1/30 KSmith -- Left VM to schedule for 2/3. Sending email as well.

🔧 Work Performed
2-3 dt confirmed table was making noise. unit missing bushings at the pivot under the table.. support sending parts to customer. will return when parts are received. 2.11 dt On arrival, staff was unable to locate the parts. One staff member said that somebody was already there to do some repairs on the walls and the tables but was unsure of what was done. Opponent inspection of the tables, I noticed that the bushings were already installed and that the folding tables were not making the banging noises that we were called in for. After speaking with michelle, she told me she was unaware that the repairs were made until my arrival and showing her that the bushings were installed already.  Units pass functional testing and have been returned to service. Unable to proceed. Folding table mat was not delivered. Upon discussion with aiden, he said that they are an accessory to the tables and is unable to verify if they were purchased along with the table. Advised customer to follow up with their sales department to see if they can find the invoice and go from there. 
🔍 Technician Findings
2-3 dt confirmed table was making noise. unit missing bushings at the pivot under the table.. support sending parts to customer. will return when parts are received. 2.11 dt On arrival, staff was unable to locate the parts. One staff member said that somebody was already there to do some repairs on the walls and the tables but was unsure of what was done. Opponent inspection of the tables, I noticed that the bushings were already installed and that the folding tables were not making the banging noises that we were called in for. After speaking with michelle, she told me she was unaware that the repairs were made until my arrival and showing her that the bushings were installed already.  Units pass functional testing and have been returned to service. Unable to proceed. Folding table mat was not delivered. Upon discussion with aiden, he said that they are an accessory to the tables and is unable to verify if they were purchased along with the table. Advised customer to follow up with their sales department to see if they can find the invoice and go from there. 
⚠️ Problem Description
Zone 1 WD Unusual Noises ADDITIONAL NOTES Please call mobile number to schedule service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark Vet Folding Exam Table

Timeline

📞
Case Linked Jan 29, 5:10 PM
Case Number: 00563584
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 30, 8:35 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 30, 10:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 18m
🗓️
▶
2 Status: Scheduled Jan 30, 3:55 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-03T17:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 3x Labor Added Feb 3, 9:45 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089635
Status: Closed
📦
Status: Awaiting Parts by David Trost
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4d 5h
🔩
Parts Added Feb 4, 1:26 PM
Type: Parts
Status: Open
Qty: 2
📅
Status: Ready for Scheduling by Erin Martin Feb 5, 12:41 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 14h
👷
▶
2 Technician Assigned Feb 5, 4:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 33m
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Feb 10, 12:15 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 4d 20h
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Feb 11, 6:06 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 5h, 0m
⏳ 2.7 business days
📋
Status: 07e-Partial Project by Nancy Suarez Feb 13, 4:25 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 22h
⏳ 0.9 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 16, 12:28 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 20h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Feb 18, 2:23 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254294

Bottlenecks

Assigned
Duration: 5.0 business hours (threshold: 4.0 business hours)
Exceeded by 1.0 business hours
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.8 business hours
Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00563584
Closed
📦
Parts Order 00089635
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Feb 11, 1:00 PM
Created
Jan 30, 8:35 AM
Invoice #
SM-254294

Work Details (7)

Name Type Status Qty Amount Date
WL-03090556 Labor Open 0.5 $55.00 Feb 3, 9:45 PM
WL-03090557 Labor Open 0.75 $0.00 Feb 3, 9:45 PM
WL-03090558 Travel Open 16 $110.00 Feb 3, 9:45 PM
WL-03091300 Parts Open 2 $0.00 Feb 4, 1:26 PM
WL-03101753 Labor Open 0.5 $55.00 Feb 11, 6:06 PM
WL-03101755 Parts Open 0 $0.00 Feb 11, 6:07 PM
WL-03101756 Expenses Open 1 $0.00 Feb 11, 6:07 PM

Details