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WO-01301147 ↗ ServiceMax

MIDMARK • Installation • PC

📍 NORTH ROCKLAND ANIMAL HOSPITAL — 18 N Liberty Dr, Stony Point NY, 10980

Sep 3, 2025 → Dec 19, 2025

✅ Completed
PC Per client agreement
Target: Jan 9, 2026
🕐 Clock stopped: Completed (Dec 20)
✓ SLA Met (20d early)
Dispatch 71.2d
Coordinators 8.2d
Field Work 0.9d
Billing 0.0d
✓ SLA Met
Dispatch
71.2 days
Over SLA
Coordinators
8.2 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Sep 3, 2025 Due: Jan 9, 2026 Completed: Dec 20, 2025 (20 days early)
📅
77.4 days Total Age
⏱️
71.0d in L2 Screening Longest Stage
🔄
10 transitions Status Changes
⚠️
82.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524196
Vet Order - North Rockland Animal Hospital - Stony Point, NY - Quote #8654974
Closed
This install is for David Trost. Ordered Item Item Description Sched Ship Date Qty Unit Price (USD) Extended Price (USD) 1 VI-USA DENTAL IMAGING INSTALLATION, USA 09/02/2025 1 0.00 0.00 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCV7-G2X/H/S4 Description: COMPLETE SYSTEM, GRAY, 190 CM (76 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR Serial Number: Scheduled Ship Date: 9/9/25 Sales Order #: 8654965 Customer PO #: N433828
Priority
Standard
Origin
Email
Reason
New Case
Contact
BETH GILLIES
Owner
Leona Coonrod
Created
Sep 3, 2025
Work Orders from this Case (1)
WO-01301147 (current) Invoiced
Installation • David Trost
Created: Sep 3, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 253 days old
🚨
Primary Delay 71.0 days stuck in "L2 Screening"
⏱️
Total Delay 82.1 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
1.2d / 1.0d SLA
L2 Screening
71.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/11 KSmith -- Scheduled for 12/19 with Elizabeth. 9-11am.

12/11 KSmith -- Sent email to Beth to schedule for 12.19. Left VM as well.

9/3/25 lcoonrod

Install, no call required

🔧 Work Performed
On arrival, customer already pre-installed wall plate. Wall plate appears secure.  Installed control box horizontal arm and articulating arm.  Customer purchase laptop that is not a midmark laptop. Installed midmark program suite.  Laptop was not detecting sensor. Called midmark tax services for assistance because calibration files were not included in the sensor USB.  After discussion with Lori, she determines that the laptop the customer purchased needed to be fully updated. Firmware needed updating. Full system updates on laptop needed to be performed per lori.  Completed updates. Since they're still not connecting.  After several attempts with Lori trying to remote into the system.. we finally were able to get the sensor to connect. Took several images to verify connectivity. Unit passes functional testing and has been issued into service. Staff was not ready for any type of basic training. Took a while for a customer to become ready.  Administered basic training to Beth. Customer is going to set up a more extensive training with midmark. 
🔍 Technician Findings
On arrival, customer already pre-installed wall plate. Wall plate appears secure.  Installed control box horizontal arm and articulating arm.  Customer purchase laptop that is not a midmark laptop. Installed midmark program suite.  Laptop was not detecting sensor. Called midmark tax services for assistance because calibration files were not included in the sensor USB.  After discussion with Lori, she determines that the laptop the customer purchased needed to be fully updated. Firmware needed updating. Full system updates on laptop needed to be performed per lori.  Completed updates. Since they're still not connecting.  After several attempts with Lori trying to remote into the system.. we finally were able to get the sensor to connect. Took several images to verify connectivity. Unit passes functional testing and has been issued into service. Staff was not ready for any type of basic training. Took a while for a customer to become ready.  Administered basic training to Beth. Customer is going to set up a more extensive training with midmark. 
⚠️ Problem Description
This install is for David Trost. Ordered Item Item Description Sched Ship Date Qty Unit Price (USD) Extended Price (USD) 1 VI-USA DENTAL IMAGING INSTALLATION, USA 09/02/2025 1 0.00 0.00 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCV7-G2X/H/S4 Description: COMPLETE SYSTEM, GRAY, 190 CM (76 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR Serial Number: Scheduled Ship Date: 9/9/25 Sales Order #: 8654965 Customer PO #: N433828 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Sep 3, 12:42 PM
Case Number: 00524196
Subject: Vet Order - North Rockland Animal Hospital - Stony Point, NY - Quote #8654974
Status: Closed
📋
Work Order Created Sep 3, 4:56 PM
Work Order: WO-01301147
Type: Installation
Priority: PC
📅
Status: Ready for Scheduling by Scott Berry Sep 3, 6:52 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 55m
🔍
Status: L2 Screening by Leona Coonrod Sep 4, 8:23 AM
From: Ready for Scheduling
To: L2 Screening
Duration in Previous: 13h 31m
🚨 71.0 business days
📅
Status: Ready for Scheduling by Dave Creditt Dec 11, 9:49 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 98d 2h
👷
▶
2 Technician Assigned Dec 11, 10:10 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21m
🗓️
▶
2 Status: Scheduled Dec 11, 10:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-19T15:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by David Trost Dec 19, 11:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 1h
⏱️
▶
2 4x Labor Added Dec 19, 8:05 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 8h 13m
🏁
Status: Closed by David Trost Dec 19, 8:23 PM
From: Completed
To: Closed
Duration in Previous: 17m
⚠️ 8.5 business days
📄
▶
3 Status: Ready to Bill Dec 31, 3:58 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250271

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
L2 Screening
Duration: 71.0 business days (threshold: 1.0 business days)
Exceeded by 70.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00524196
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
David Trost
Scheduled
Dec 19, 10:00 AM
Created
Sep 3, 4:56 PM
Invoice #
SM-250271

Work Details (4)

Name Type Status Qty Amount Date
WL-03044089 Labor Open 2 $0.00 Dec 19, 8:05 PM
WL-03044090 Labor Open 4.75 $522.50 Dec 19, 8:05 PM
WL-03044091 Travel Open 63 $230.00 Dec 19, 8:05 PM
WL-03044092 Expenses Open 1 $0.00 Dec 19, 8:05 PM

Details