Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309904 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Sealy Animal Hospital — 1919 HIGHWAY 36 N, Sealy TX, 77474

Oct 16, 2025 → Nov 23, 2025

✅ Completed
P4 4 business days from creation
Target: Oct 22, 2025
🕐 Clock stopped: Completed (Nov 24)
⏸ 21d excluded (parts wait + holding)
✗ SLA Missed (11d late)
Dispatch 0.0d
Material Management 18.0d
Coordinators 13.0d
Field Work 1.6d
Incomplete 0.3d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.0 days
Coordinators
13.0 days
Over SLA
Field Work
1.6 days
Incomplete (excluded from total)
0.3 days
Billing
0.0 days
Created: Oct 16, 2025 Due: Nov 20, 2025 Completed: Nov 24, 2025 (3 days late)
📅
27.2 days Total Age
⏱️
11.0d in Awaiting Parts - Customer Longest Stage
🔄
18 transitions Status Changes
⚠️
11.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Oct 29, 2025
Visit 2 Nov 20, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00536024
Midmark Service Request Dispatch Authorization - WO-00116655
Closed
Travel Zone 1 PROBLEM SUMMARY WD column and casters ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2845775 Item 100-4071-00 ITEM DESCRIPTION 60IN V-TOP SURGERY TABLE WITH HYDRAULIC COLUMN, NO HEAT, NO CASTERS PCR CODES Problem Cause Resolution TOP FUNCTION NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 732855 826-3500-00 4.00000 Ship Exchanged Open 732855 300-3041-32 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cassie Carle
Owner
Shelby Robinson
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01309904 (current) Invoiced
Repair • Chane Lacy
Created: Oct 16, 2025 • Closed: Nov 23, 2025
Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 11.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 11.2 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
1.4d / 1.0d SLA
Awaiting Parts - Customer
18.0d
Assigned
2.0d / 0.5d SLA
Scheduled
9.5d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Incomplete
0.3d
Reschedule
0.1d / 2.0d SLA
Closed
7.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21/25 CDempsey- contacted Chane about this past scheduled wo from yesterday.

11/19 KKelch called Cassie to reschedule for tomorrow between 2:30 and 3:30 pm. Customer confirmed. 

11/17 KKelch called Cassie to schedule for 11/19 between 2:30 and 3:30 pm. Customer confirmed. 

11/13/2025jsells

Ship To Name: Sealy Animal Hospital Ship To Address: 1919 Highway 36 N Ship To City/State: Sealy, TX 77474-9671 Waybill (Tracking #): 1ZE444250372653042 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 13-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 200-3041-34 SERIAL #: DESCRIPTION: CASTER SET - PLATE, SET OF 4 LOCKING CASTERS FOR SURGERY TABLES (** OCT 2018 - PRESENT)


11/4/2025jsells

Hello, EMSAR,


Midmark will be reshipping parts for this repair under SO - 736475. Please reach out to the customer to schedule a technician when this part arrives at their facility. Thank you!

10/29 KWeiss, Placed w/o in tech offsite. Nothing for L2 to request quote or part order. W/O is a Midmark dispatch and needs to be followed up with Midmark.

10/27 KKelch Cassie called me to reschedule for between 2 and 4 pm on 10/29. Customer confirmed.

10/24 KKelch called Cassie to schedule for 10/29 between 9 and 11 am. Customer confirmed. 

10/24 KHardison: Updated due date.

1ZE444250373899651

Estimated delivery

Tuesday, October 28 between 10:45 A.M. - 2:45 P.M.

LINE NO: 1.1 QTY: 4 ITEM: 826-3500-00 SERIAL #: DESCRIPTION: CASTER, 3.5", ALL LOCK, PLATE LINE NO: 2.1 QTY: 1 ITEM: 300-3041-32 SERIAL #: DESCRIPTION: HYDRAULIC COLUMN WITHOUT HEAT

10/16/2025 SRobinson- Sent email to sealyanimalhospitalbilling@gmail.com with WO# and advising a coordinator will reach out to schedule. 

🔧 Work Performed
- investigated reported issues: top function not operating properly - staff reported excessive table wobble especially when in highest position - reported issue confirmed: excessive table wobble especially when in highest position - replaced column with newly shipped column - unable to install casters because the screws did not ship with them (likely fell out of hole in box during shipping) - ensured all nuts and bolts tightened adequately but excessive table wobble only slightly mitigated: issue persisted - excessive wobble appears to be coming from the internal column wobbling inside the external column - excessive wobble still remained after new column install 11/20 CLacy installed new caster wheels. the table doesn't wobble as much since the table does not have to be raised to the highest position. Customer approved. This unit is ready for use
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Travel Zone 1 PROBLEM SUMMARY WD column and casters ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2845775 Item 100-4071-00 ITEM DESCRIPTION 60IN V-TOP SURGERY TABLE WITH HYDRAULIC COLUMN, NO HEAT, NO CASTERS PCR CODES Problem Cause Resolution TOP FUNCTION NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 732855 826-3500-00 4.00000 Ship Exchanged Open 732855 300-3041-32 1.00000
📄 Description
Midmark Hydraulic Column Surgery Table, V-Top, Flat-Top

Timeline

📞
Case Linked Oct 16, 9:12 AM
Case Number: 00536024
Subject: Midmark Service Request Dispatch Authorization - WO-00116655
Status: Closed
📋
Work Order Created Oct 16, 9:18 AM
Work Order: WO-01309904
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Oct 16, 9:27 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 8m
👷
▶
2 Technician Assigned Oct 16, 9:59 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 31m, 0m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 24, 8:25 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7d 22h
👷
▶
4 Status: Assigned Oct 24, 9:07 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-29T14:00:00.000+0000
⏳ 2.0 business days
🆕
▶
3 Status: Entered Oct 27, 5:26 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTAMGQA5, Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-29T19:00:00.000+0000
⏳ 2.8 business days
⏱️
3x Labor Added Oct 29, 2:21 PM
Type: Labor, Travel
Status: Open
Qty: 1, 35
🔧
Status: Tech On Site by Arturo Diaz Oct 29, 2:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⏱️
2x Labor Added Oct 29, 7:27 PM
Type: Labor
Status: Open
Qty: 3, 1
🚗
Status: Tech Off Site by Arturo Diaz Oct 29, 7:33 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 3m
✔️
Status: Completed by Arturo Diaz Oct 29, 7:39 PM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 5m, 0m
🚗
Status: Tech Off Site by Keith Weiss Oct 29, 10:20 PM
From: Incomplete
To: Tech Off Site
Duration in Previous: 2h 40m
🔄
Status: Reschedule by Rhonnie Reeves Oct 30, 9:00 AM
From: Tech Off Site
To: Reschedule
Duration in Previous: 10h 40m
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Oct 30, 10:05 AM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 1h 4m
🚨 11.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Nov 13, 5:14 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 14d 8h
👷
▶
2 Status: Assigned Nov 14, 8:56 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Nov 17, 9:12 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3d 0h
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 19, 3:17 PM
Scheduled For: 2025-11-20T20:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Nov 23, 8:12 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 11h, 0m
⚠️ 7.0 business days
📄
▶
2 Status: Ready to Bill Dec 2, 10:48 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Dec 7, 10:17 PM
Invoice Number: SM-247944

Bottlenecks

Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.6 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days
Closed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00536024
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Nov 20, 3:30 PM
Created
Oct 16, 9:18 AM
Invoice #
SM-247944

Work Details (10)

Name Type Status Qty Amount Date
WL-02988125 Labor Open 1 $0.00 Oct 29, 2:21 PM
WL-02988126 Travel Open 35 $110.00 Oct 29, 2:21 PM
WL-02988127 Travel Open 35 $0.00 Oct 29, 2:21 PM
WL-02988769 Labor Open 3 $330.00 Oct 29, 7:27 PM
WL-02988770 Labor Open 1 $0.00 Oct 29, 7:27 PM
WL-03017832 Labor Open 3 $0.00 Nov 23, 8:12 PM
WL-03017833 Labor Open 1 $110.00 Nov 23, 8:12 PM
WL-03017834 Labor Open 1.5 $0.00 Nov 23, 8:12 PM
WL-03017835 Travel Open 196 $0.00 Nov 23, 8:12 PM
WL-03017836 Travel Open 60 $110.00 Nov 23, 8:12 PM

Details