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WO-01351359 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Murrieta Oaks Veterinary Hospital — 40484 Murrieta Hot Springs Rd Ste 101, Murrieta CA, 92563

Feb 12, 2026 → Feb 23, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 22, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 22, 2026
4 business days (counted)
Running total: 5 of 4 biz days used
Created: Feb 12, 2026 Completed: Feb 22, 2026
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 16 Ready for Scheduling ▶ Running 1 1 / 4
Feb 16 → Feb 16 Assigned ▶ Running 0 1 / 4
Feb 16 → Feb 22 Scheduled ▶ Running 4 5 / 4
Dispatch 0.0d
Coordinators 5.8d
Field Work 0.0d
Billing 3.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.8 days
Over SLA
Field Work
0.0 days
Billing
3.2 days
Over SLA
Created: Feb 12, 2026 Due: Feb 18, 2026 Completed: Feb 23, 2026 (4 days late)
📅
6.8 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
4.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567728
Repair
Closed
Zone 2 WD light is not operating 25-28514 and 25-30899 Customer was unable to provide the serial number(s) of the product. The Service Company Tech must obtain the serial number(s) and call Midmark Tech Service with the number(s). 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
Erin Gomez
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351359 (current) Invoiced
Repair • Kwame Cobb
Created: Feb 12, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 20 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.4 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
1.8d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
WO Correction Needed
1.5d
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-16 Mburris called spoke with Erin Gomez and set 2-18 11am

2/12/2026jsells

left a voicemail with the work order number and I let Erin know that someone would be calling to schedule

🔧 Work Performed
Light head not functional. Contractor that installed units didn't replace the old fixture, the new ligh heads aren't compatible with old fixture. The new fixture needs to be installed to function properly.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Zone 2 WD light is not operating 25-28514 and 25-30899 Customer was unable to provide the serial number(s) of the product. The Service Company Tech must obtain the serial number(s) and call Midmark Tech Service with the number(s). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!

Timeline

📞
Case Linked Feb 12, 8:15 AM
Case Number: 00567728
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 12, 12:34 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
⏳ 2.0 business days
👷
▶
4 Status: Assigned Feb 16, 12:51 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-18T19:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3m
⏳ 1.0 business days
💵
Expenses Added Feb 17, 3:30 PM
Type: Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Michael Burris Feb 18, 2:04 PM
Scheduled For: 2026-02-20T19:00:00.000+0000, 2026-02-20T20:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 3x Labor Added Feb 22, 12:49 PM
3x Labor Added → Expenses Added → Status: Completed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Kwame Cobb
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 23h, 0m
✔️
▶
3 Status: Completed Feb 23, 10:38 AM
Status: Completed → Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Kwame Cobb Feb 23, 10:45 AM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 24, 4:49 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 6h
⏳ 1.9 business days
🏁
Status: Closed by Kwame Cobb Feb 25, 9:04 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 4h
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 1:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 41m
📨
▶
3 Status: Invoice Pending Feb 27, 1:21 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-255201

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00567728
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 20, 3:00 PM
Created
Feb 12, 12:34 PM
Invoice #
SM-255201

Work Details (7)

Name Type Status Qty Amount Date
WL-03108881 Expenses Open 1 $0.00 Feb 17, 3:30 PM
WL-03115480 Labor Open 2 $0.00 Feb 22, 12:49 PM
WL-03115481 Labor Open 3 $330.00 Feb 22, 12:49 PM
WL-03115482 Travel Open 105 $110.00 Feb 22, 12:49 PM
WL-03115485 Expenses Open 1 $0.00 Feb 22, 12:52 PM
WL-03116013 Expenses Open 1 $0.00 Feb 23, 10:40 AM
WL-03116016 Expenses Open 1 $0.00 Feb 23, 10:42 AM

Details