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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311899 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Oak Grove Animal Clinic — 1604 S Broadway, Oak Grove MO, 64075

Oct 29, 2025 → Nov 20, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 4, 2025
🕐 Clock stopped: Completed (Nov 20)
✗ SLA Missed (15d late)
Dispatch 0.0d
Material Management 1.4d
Coordinators 17.5d
Field Work 1.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
17.5 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
0.0 days
Created: Oct 29, 2025 Due: Nov 13, 2025 Completed: Nov 20, 2025 (6 days late)
📅
16.7 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
14.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00539281
Midmark Service Request Dispatch Authorization - WO-00121370
Closed
Zone 1 NWD Drill tubing needs repalced 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! Ship Exchanged Open 735579 120721-01 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Douglas Neal
Owner
Jessica Sells
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01311899 (current) Invoiced
Repair • Kevin Cox
Created: Oct 29, 2025 • Closed: Nov 20, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 14.5 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
0.4d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Awaiting Parts - Customer
1.4d
Scheduled
17.0d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Closed
3.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2/25 SReich

Order No: 740885 Customer PO No: SR1484160 Customer: Oak Grove Animal Clinic Service Request NO: 1484160 Ship To Name: Oak Grove Animal Clinic Ship To Address: 1604 S Broadway Ship To City/State: Oak Grove, MO 64075-9388 Waybill (Tracking #): 1ZE444250372639264 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 01-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259046367078 DESCRIPTION: ARS LABEL, ST RT 47 WEST



11/20/25 CDempsey- asking Kevin about still onsite from yesterday.

11/05/2025 JRolston - Per UPS, ETA on wb 1ZE444250375717245 is Friday, 11/7. Updated work order accordingly.


11/5 KKelch John from Midmark called me to warm transfer Renee to reschedule as they have additional parts coming, I offered 11/10 between 12 and 2 and she had asked for a Wednesday scheduling date, I offered 11/19 between 12 and 2 pm and she confirmed. 


11/04/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250375717245. No ETA at this time. (UPS ground)


10/30 KKelch called Douglas to schedule for 11/3 between 11 and 1 pm. He asked for 11/5 between 11 and 1 pm. Customer confirmed. 

10/30/2025jsells

Ship To Name: Oak Grove Animal Clinic Ship To Address: 1604 S Broadway Ship To City/State: Oak Grove, MO 64075-9388 Waybill (Tracking #): 1ZE444250347100801 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 29-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 120721-01 SERIAL #: DESCRIPTION: TUBING STRAIGHT-4HL NON SWVL


10/29/2025jsells

spoke with Douglas and I gave him the WO# and told him a coordinator will call him to schedule the parts

🔧 Work Performed
To form functional test on unit and found that low speed handpiece the coupler is not working properly
🔍 Technician Findings
Found that coupler on handpiece is not working properly and the handpiece needs to be replaced
⚠️ Problem Description
Zone 1 NWD Drill tubing needs repalced 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! Ship Exchanged Open 735579 120721-01 1.00000
📄 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 Oct 29, 1:21 PM
Case Number: 00539281
Subject: Midmark Service Request Dispatch Authorization - WO-00121370
Status: Closed
📋
Work Order Created Oct 29, 2:13 PM
Work Order: WO-01311899
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Oct 29, 2:19 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Oct 29, 4:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 33m
👤
Status: Awaiting Parts - Customer by Laura Hill Oct 29, 5:09 PM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 16m
📅
Status: Ready for Scheduling by Jessica Sells Oct 30, 9:35 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 16h 25m
👷
▶
2 Status: Assigned Oct 30, 10:07 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Thomas J Langenberg Jr
👷
▶
3 Technician Assigned Oct 30, 10:35 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 30m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-05T17:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Nov 3, 9:04 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Kevin Cox
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-05T17:00:00.000+0000
⏳ 3.0 business days
🆕
▶
5 Status: Entered Nov 5, 9:37 AM
Status: Entered → Technician Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYMQA5, Kevin Cox
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-19T18:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Kevin Cox Nov 19, 2:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 4h
⏱️
3x Labor Added Nov 19, 8:17 PM
Type: Labor, Travel
Status: Open
Qty: 3.4166666666667, 207
⏱️
▶
3 Labor Added Nov 20, 11:52 AM
Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Kevin Cox
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 21h 29m, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Nov 25, 1:06 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 10.0 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247548

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Closed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days

🔗 Related Artifacts

📞
Case 00539281
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Nov 19, 1:00 PM
Created
Oct 29, 2:13 PM
Invoice #
247548

Work Details (5)

Name Type Status Qty Amount Date
WL-03013904 Labor Open 3.4166666666667 $0.00 Nov 19, 8:17 PM
WL-03013905 Travel Open 207 $110.00 Nov 19, 8:18 PM
WL-03013906 Travel Open 207 $0.00 Nov 19, 8:18 PM
WL-03014623 Labor Open 4.0833333333333 $0.00 Nov 20, 11:52 AM
WL-03014633 Labor Open 1 $110.00 Nov 20, 11:54 AM

Details