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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313036 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Orange Canyon Pet Clinic — 7614 E Chapman Ave, Orange CA, 92869-4505

Nov 4, 2025 → Dec 12, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 10, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 13)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (31d late)
Dispatch 0.0d
Material Management 2.4d
Coordinators 27.4d
Field Work 6.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Coordinators
27.4 days
Over SLA
Field Work
6.9 days
Over SLA
Billing
0.0 days
Created: Nov 4, 2025 Due: Dec 12, 2025 Completed: Dec 13, 2025 (on time)
📅
28.4 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
23.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 13, 2025
Visit 2 Dec 3, 2025
Visit 3 Dec 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540833
Midmark Service Request Dispatch Authorization - WO-00123500
Closed
Zone 1 NWD - Low MA Error Imaging/X-Ray Dispatch - 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 3. Thank you! All x-ray WOs: Mandatory documents: FDA 2579 Form Ship Exchanged Open 736708 002-11260-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Hieu Le
Owner
Jessica Sells
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313036 (current) Invoiced
Repair • Omar Serrano
Created: Nov 4, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 23.3 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
Ready for Scheduling
7.7d / 1.0d SLA
Awaiting Parts - Customer
0.4d
Scheduled
15.0d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Tech Off Site
4.0d / 2.0d SLA
Reschedule
4.7d / 2.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-10 Mburris called site spoke with Tracy sit appt for 12-12 3pm

12-10 Mburris

1ZE444250371559058

Estimated delivery

Tomorrow, December 11 between 11:00 A.M. - 3:00 P.M


12/5/25 lcoonrod

Waybill (Tracking #): 1ZE444250371559058 Currently, we are not able to provide the tracking details. Order No: 741879 Customer PO No: SR1486534 Customer: Orange Canyon Pet Clinic Service Request NO: 1486534 Ship To Name: Orange Canyon Pet Clinic Ship To Address: 7614 E Chapman Ave Ship To City/State: Orange, CA 92869-4505 Waybill (Tracking #): 1ZE444250371559058 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10790-00 SERIAL #: DESCRIPTION: FRU KIT, PREVA LOGIC BOARD (TADA)


11-25 Mburris email from POC to set appt...Hi,

 

Sounds good you can lock us in for that day. Thank you very much.



Front Desk
Customer Service Representative

 

Orange Canyon Pet Clinic
7614 E Chapman Ave
Orange CA 92869
714.633.4496 | ocpetclinic.com

  


11/21/2025 Sramen - updated due date:


11-20 Mburris

Your shipment

1ZE444250371990877

Estimated delivery date will be available when UPS receives the package.




11/20/2025jsells

Ship To Name: Orange Canyon Pet Clinic Ship To Address: 7614 E Chapman Ave Ship To City/State: Orange, CA 92869-4505 Waybill (Tracking #): 1ZE444250371990877 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 20-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 30-A1071-7 SERIAL #: DESCRIPTION: Intraoral Arm Cable Field Replacement Kit, Long Arm, 76 inches


11/19/2025jsells

Hello, EMSAR,

The customer has approved the added part to this SR. It will be shipping under SO - 739434. Please reach out to the customer to schedule service once the part arrives. Thank you!

11/19/2025 Sramen - received email from Midmark that they are shipping additional parts. This WO has sat in tech offsite since last Friday incorrectly. Sent chatter to FSE/SUP/FOM so they know the proper process and can get this into the correct status (awaiting parts)


11-6 Mburris email from POC to set ....Hello Micahel,

 

Thank you for reaching out to get us scheduled, currently we have an anesthesia procedure scheduled on the 11th, however if you are available we can have you come in on the 14th instead? Please let us know if this date works for you.

 

Thank you!

~Tracy @ OCPC

11-6 Mburris email sent to POC looking for 11-11

11-6 Mburris

1ZE444250374584186

Estimated delivery

Monday, November 10 between 10:45 A.M. - 2:45 P.M



11/5/25 SReich

Order No: 736708 Customer PO No: SR1486534 Customer: Orange Canyon Pet Clinic Service Request NO: 1486534 Ship To Name: Orange Canyon Pet Clinic Ship To Address: 7614 E Chapman Ave Ship To City/State: Orange, CA 92869-4505 Waybill (Tracking #): 1ZE444250374584186 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-11260-00 SERIAL #: DESCRIPTION: KIT, HANDSWITCH ASSEMBLY


11/4/2025jsells

spoke with Sarah, and I gave her the WO# and told her a coordinator will call to schedule the visit

🔧 Work Performed
Arrived on site and checked in with front desk who called poc to escort me to the back. Once on site customer provided parts sent which included a corded hand switch. Removed current switch and installed new one but once placing unit in diagnose mode values did not match. Called Midmark tech support and we concluded a new wiring would be needed. Customer requires parts and requested quote from midmark 12/3 On return visit checked in with front desk and was directed to the back. Customer provided new wiring sent and began removal of current wiring. The new wiring did not solve issue as once taking test shots valves again to low. Called midmark tech support and was waiting for a call back for a long time but after speaking with tech support they are certain that issue is bad board. They are covering parts and return trip 12/12 Checked in with front desk and directed to the back. Customer provided new board sent so began by removing old version board. Installed new board and took test shots. Values all within parameters but POC that could test unit was in lunch and has to wait for them to return in order for them to sign off. Once they returned customer signed off and completed repair.
🔍 Technician Findings
Customer states unit giving out low MA
⚠️ Problem Description
Zone 1 NWD - Low MA Error Imaging/X-Ray Dispatch - 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 3. Thank you! All x-ray WOs: Mandatory documents: FDA 2579 Form Ship Exchanged Open 736708 002-11260-00 1.00000
📄 Description
Midmark Progeny VetPro Wall Mount x-ray system. (P7015, P7015V-P, DCV5, P7016, DCV6, P7017, DCV7, DCD7, P7018, DCV8)

Timeline

📞
Case Linked Nov 4, 12:55 PM
Case Number: 00540833
Subject: Midmark Service Request Dispatch Authorization - WO-00123500
Status: Closed
📋
2 Work Order Created Nov 4, 3:43 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
2 Technician Assigned Nov 5, 8:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 17h 7m, 0m
📅
Status: Ready for Scheduling by Sherry Reich Nov 5, 12:11 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 16m
3.0 business days
🗓️
2 Status: Scheduled Nov 7, 8:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-13T17:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Omar Serrano Nov 13, 2:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 5h
⏱️
3x Labor Added Nov 13, 9:33 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 37
🚗
Status: Tech Off Site by Omar Serrano Nov 14, 2:35 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 12h 12m
4.0 business days
🔄
Status: Reschedule by Nicholas Willick Nov 19, 1:36 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 5d 11h
⚠️ 5.0 business days
📅
2 Dispatch Scheduled Nov 25, 11:07 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Reschedule
To: Scheduled
Duration in Previous: 5d 21h
2.0 business days
📅
Dispatch Scheduled by Michael Burris Nov 26, 2:57 PM
Scheduled For: 2025-12-03T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 3, 3:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 4h
🚗
3 2x Travel Added Dec 4, 8:27 AM
2x Travel Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086212
Status: Closed
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 16h 46m
⏱️
Labor Added Dec 4, 8:43 AM
Type: Labor
Status: Open
Qty: 3
2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 5, 3:02 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 6h
4.0 business days
📅
2 Dispatch Scheduled Dec 10, 10:51 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 4d 19h
3.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 12, 10:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 11h
🚗
3 5x Travel Added Dec 12, 10:43 PM
5x Travel Added → Status: Completed → Status: Closed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 36m
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 5.2 business days
📄
2 Status: Ready to Bill Dec 19, 3:41 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
2.0 business days
🧾
Invoice Created Dec 22, 10:52 AM
Invoice Number: SM-249662

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Tech Off Site
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Ready for Scheduling
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00540833
Closed
📦
Parts Order 00086212
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Dec 12, 6:00 PM
Created
Nov 4, 3:43 PM
Invoice #
SM-249662

Work Details (11)

Name Type Status Qty Amount Date
WL-03006881 Labor Open 1 $110.00 Nov 13, 9:33 PM
WL-03006882 Labor Open 1.5 $0.00 Nov 13, 9:33 PM
WL-03006883 Travel Open 37 $110.00 Nov 13, 9:33 PM
WL-03025980 Travel Open 45 $110.00 Dec 4, 8:27 AM
WL-03025981 Labor Open 1.5 $0.00 Dec 4, 8:27 AM
WL-03025990 Labor Open 3 $330.00 Dec 4, 8:43 AM
WL-03036758 Travel Open 35 $110.00 Dec 12, 10:43 PM
WL-03036759 Travel Open 92 $0.00 Dec 12, 10:43 PM
WL-03036760 Labor Open 1.25 $137.50 Dec 12, 10:43 PM
WL-03036761 Labor Open 2.5 $0.00 Dec 12, 10:43 PM
WL-03036762 Labor Open 1.5 $0.00 Dec 12, 10:43 PM

Details