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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351027 ↗ ServiceMax

MIDMARK • Repair • P4

📍 ALVARADO VETERINARY CLINIC — 6800 E Hwy 67, Alvarado TX, 76009

Feb 11, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 18, 2026
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Feb 11, 2026 Completed: Feb 17, 2026
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 4
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0 / 4
Feb 11 → Feb 13 Assigned ▶ Running 2 2 / 4
Feb 13 → Feb 17 Scheduled ▶ Running 1 3 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Coordinators 4.5d
Field Work 0.4d
Billing 1.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.5 days
Over SLA
Field Work
0.4 days
Billing
1.1 days
Over SLA
Created: Feb 11, 2026 Due: Feb 19, 2026 Completed: Feb 17, 2026 (2 days early)
📅
4.0 days Total Age
⏱️
3.4d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
5.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567181
Repair
Closed
Travel Zone 2 Dispatch Type Repair Email info@avc.care PROBLEM SUMMARY NWD scaler is not working ADDITIONAL NOTES 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 4. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Christine Fritz
Owner
Leona Coonrod
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01351027 (current) Invoiced
Repair • Zachary Stieben
Created: Feb 11, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 21 days old
🚨
Primary Delay 3.4 days stuck in "Closed"
⏱️
Total Delay 5.0 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
0.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
1.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Ready to Bill
1.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 KKelch called Christine to reschedule for 2/17 between 3 and 4 pm. Customer confirmed. 

2/13 KKelch called Christine to schedule for 2/20 between 9 and 11 am due to that being FSE's next available. Customer confirmed. Please ask for Marc when you arrive, Christine may be OOO and he will be able to assist

2/13 KKelch called Christine to schedule for 2/20 between 2:30 and 3:30 pm. Advised to call back later. 

02/12/2026 Emartin

Order No: 754799


Customer PO No: SR1536976


Customer: Alvarado Veterinary Clinic


Service Request NO: 1536976


  


Ship To Name: Alvarado Veterinary Clinic


Ship To Address: 6800 E Hwy 67    


Ship To City/State: ALVARADO, TX 76009


Waybill (Tracking #): 1ZE444250372032749


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 12-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 016-1375-00 SERIAL #: DESCRIPTION: LED SCALER HAND PIECE


LINE NO: 2.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT

2/11/26 lcoonrod

Christine is out today. Advised Mark of the WO #. He wanted to mark as higi due to this unit not working at all. The back up unit they are using only works part of the time.

🔧 Work Performed
Installed new scaler tubing. Parts supplied be Midmark. Scaler function tested and passed. Unit returned to service.
🔍 Technician Findings
2/17/2026 Zachary Stieben arrived on site. Found scaler non functional.
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair Email info@avc.care PROBLEM SUMMARY NWD scaler is not working ADDITIONAL NOTES 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 4. Thank you!
📄 Description
Midmark VetPro 1000 (Series) Mobile Delivery System (8000-001, 8000-002, 8000-003, 8000-004, 8000-005, 8000-006,8000-006S, 8000-007, 8000-007S, 8000-008, 8000-008S)

Timeline

📞
Case Linked Feb 10, 3:05 PM
Case Number: 00567181
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 11, 9:23 AM
Work Order Created → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Leona Coonrod Feb 11, 9:34 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
2 Technician Assigned Feb 11, 9:42 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 2:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-20T15:00:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 16, 10:22 AM
Scheduled For: 2026-02-17T21:00:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Zachary Stieben Feb 17, 12:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
✔️
Status: Completed by Zachary Stieben Feb 17, 1:45 PM
From: Tech On Site
To: Completed
Duration in Previous: 48m
🚗
▶
3 2x Travel Added Feb 17, 4:01 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 1.25, 1.5
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 2h 18m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 6:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 1h
⏳ 1.7 business days
📨
▶
2 Status: Invoice Pending Feb 23, 4:49 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254711

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Ready to Bill
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours

🔗 Related Artifacts

📞
Case 00567181
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Feb 17, 4:00 PM
Created
Feb 11, 9:23 AM
Invoice #
SM-254711

Work Details (7)

Name Type Status Qty Amount Date
WL-03100635 Parts Open 1 $0.00 Feb 11, 9:23 AM
WL-03100634 Parts Open 1 $0.00 Feb 11, 9:23 AM
WL-03108939 Travel Open 60 $110.00 Feb 17, 4:01 PM
WL-03108940 Travel Open 70 $0.00 Feb 17, 4:01 PM
WL-03108947 Labor Open 1 $110.00 Feb 17, 4:03 PM
WL-03108946 Labor Open 1.25 $0.00 Feb 17, 4:03 PM
WL-03108948 Labor Open 1.5 $0.00 Feb 17, 4:03 PM

Details