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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312191 ↗ ServiceMax

MIDMARK • Installation • PC

📍 West Main Animal Hospital — 2216 W Main St, Alhambra CA, 91801

Oct 30, 2025 → Nov 14, 2025

✅ Completed
PC Per client agreement
Target: Dec 4, 2025
🕐 Clock stopped: Completed (Nov 15)
✓ SLA Met (19d early)
Dispatch 1.5d
Coordinators 11.5d
Billing 0.0d
✓ SLA Met
Dispatch
1.5 days
Over SLA
Coordinators
11.5 days
Over SLA
Billing
0.0 days
Created: Oct 30, 2025 Due: Dec 4, 2025 Completed: Nov 15, 2025 (19 days early)
📅
11.5 days Total Age
⏱️
10.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
11.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 13, 2025
Visit 2 Nov 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539670
Vet Order - West Main Animal Hospital - Alhambra, CA - Quote #8674327
Closed
Part Number: DCVM-G0X/H Description: VETPRO DC 2.0, MOBILE SYSTEM Serial Number: Scheduled Ship Date: 11/6/25 Sales Order #: 8661966 Customer PO #: 17451580 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dave Butler
Owner
Sherry Reich
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312191 (current) Invoiced
Installation • Omar Serrano
Created: Oct 30, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 10.8 days stuck in "Scheduled"
⏱️
Total Delay 11.3 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
L2 Screening
1.5d / 1.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Scheduled
10.8d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-31 Mburris called spoke with Monique Aguerre and set appt 

🔧 Work Performed
Arrived on site and required to reschedule due to a delay in shipping, also informed by customer unit would be delivered to different address 11/14 Arrived on site and customer Recieved unit. Unboxed unit from crate shipped in. Followed all guideline’s for installation and unit installed for customer. Function tested unit before conducting basic training. Basic training and forms completed
🔍 Technician Findings
Shipping delayed by a day so need to reschedule
⚠️ Problem Description
Part Number: DCVM-G0X/H Description: VETPRO DC 2.0, MOBILE SYSTEM Serial Number: Scheduled Ship Date: 11/6/25 Sales Order #: 8661966 Customer PO #: 17451580 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form
📄 Description
Midmark VetPro mobile x-ray unit.

Timeline

📞
Case Linked Oct 30, 12:39 PM
Case Number: 00539670
Subject: Vet Order - West Main Animal Hospital - Alhambra, CA - Quote #8674327
Status: Closed
📋
▶
2 Work Order Created Oct 30, 3:54 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Dave Creditt Oct 31, 7:36 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 15h 40m
👷
▶
2 Technician Assigned Oct 31, 9:17 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 40m
🗓️
▶
2 Status: Scheduled Oct 31, 1:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-14T16:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Omar Serrano Nov 10, 10:33 AM
Scheduled For: 2025-11-13T20:30:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Nov 13, 9:56 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 0.25, 42
📅
Dispatch Scheduled by Michael Burris Nov 14, 9:38 AM
Scheduled For: 2025-11-21T20:30:00.000+0000
📅
▶
2 Dispatch Scheduled Nov 14, 9:53 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Omar Serrano
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 9h
⏱️
▶
2 5x Labor Added Nov 14, 11:20 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 25m, 0m
⏳ 3.1 business days
📄
▶
2 Status: Ready to Bill Nov 19, 2:27 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 20, 11:01 AM
Invoice Number: SM-246991

Bottlenecks

L2 Screening
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Assigned
Duration: 4.3 business hours (threshold: 4.0 business hours)
Exceeded by 0.3 business hours
Scheduled
Duration: 10.8 business days (threshold: 2.0 business days)
Exceeded by 8.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00539670
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Omar Serrano
Scheduled
Nov 14, 7:30 PM
Created
Oct 30, 3:54 PM
Invoice #
SM-246991

Work Details (8)

Name Type Status Qty Amount Date
WL-03006902 Labor Open 1.5 $0.00 Nov 13, 9:56 PM
WL-03006903 Labor Open 0.25 $27.50 Nov 13, 9:56 PM
WL-03006904 Travel Open 42 $110.00 Nov 13, 9:56 PM
WL-03008665 Labor Open 1.5 $0.00 Nov 14, 11:20 PM
WL-03008666 Labor Open 2 $220.00 Nov 14, 11:20 PM
WL-03008667 Labor Open 1 $0.00 Nov 14, 11:20 PM
WL-03008668 Travel Open 45 $110.00 Nov 14, 11:20 PM
WL-03008669 Travel Open 24 $0.00 Nov 14, 11:20 PM

Details