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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313346 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Abington Animal Hosp — 19 Randolph St, ABINGTON MA, 02351

Nov 5, 2025 → Nov 25, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 11, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Nov 25)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (11d late)
Dispatch 0.0d
Material Management 4.0d
Coordinators 15.2d
Field Work 1.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
15.2 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
0.0 days
Created: Nov 5, 2025 Due: Dec 1, 2025 Completed: Nov 25, 2025 (6 days early)
📅
14.5 days Total Age
⏱️
5.5d in Closed Longest Stage
🔄
16 transitions Status Changes
⚠️
11.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Luis Torres — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025
Visit 2 Nov 20, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541285
Midmark Service Request Dispatch Authorization - WO-00124067
Closed
Zone 1 WD Cover is damaged, Missing logo and scale needs calibrated ADDITIONAL NOTES 100-pound weight required. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 736961 061-10179-00 2.00000 Ship Exchanged Open 736961 050-7729-00-216 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Debbie Yackevicz
Owner
Sherry Reich
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313346 (current) Invoiced
Repair • Luis Torres
Created: Nov 5, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 5.5 days stuck in "Closed"
⏱️
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
Ready for Scheduling
3.0d / 1.0d SLA
Awaiting Parts - Customer
1.9d
Assigned
3.7d / 0.5d SLA
Scheduled
5.5d / 2.0d SLA
Awaiting Parts
2.1d / 3.0d SLA
Tech On Site
1.3d / 1.0d SLA
Reschedule
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/25 KSmith -- Email attached from Midmark. They are replacing the unit and this SR can be closed out as is.

11/25 KSmith -- Sent follow up to Midmark to see if we need to keep this WO open or go ahead and close it out

11/21 SRogers: Updating to reschedule - Midmark asked us to keep this WO open for a few days while they determine if they want us to return to try to install something else or if they are just going to replace the device entirely.

11/17 KSmith -- Scheduled for 11/20 with POC. 12pm-2pm

11/14 KSmith -- Sent email to schedule for 11/20

11/13 KHardison: No ETA. Updated due date.

Ship To Name: Abington Animal Hosp Ship To Address: 19 Randolph St Ship To City/State: ABINGTON, MA 02351 Waybill (Tracking #): 1ZE444250370112666 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 015-2199-00 SERIAL #: DESCRIPTION: LOAD CELL

11/10 KSmith -- Scheduled for tomorrow with Debbie

11/10 KSmith -- Site was closed for lunch. Will call again later to schedule for tomorrow. Sending email as well.

11/07/2025 JRolston - Per UPS, ETA on wb 1ZE444250375887259 is Monday, 11/10. Updated work order accordingly.


11/5/25 SReich - Left a vm, gave them the WO # and told them someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
Replaced shroud and emblem. Calibrated unit but unit would not calibrate After further inspection i found the foot end right load cell not working. Midmark is shipping parts **11/20/-LT- Upon arrival I checked the accuracy of the scale by placing a 50lb weight and scale read 44.7. Proceeded to replace load cell per instructions on wo and also spoke to previous tech to confirm accurate replacement of loadcell. After install I calibrated scale more then 10x. Each time it would read accurate weight but once weight is taken off and zero button is pressed and weight is put on the scale it is inaccurate by more then 7lbs if not more at times. Spoke with Aiden @MM and he said to leave wo open and that they will be in contact with Debbie about potential replacement of table completely. Informed Debbie if what I was told by MM. Per MM request they want the wo to stay open until they finalize decision about potential replacement. MM will contact Debbie via phone or email.
🔍 Technician Findings
found bottom shroud bent, unit messing Midmark emblem and scale not calibrated.
⚠️ Problem Description
Zone 1 WD Cover is damaged, Missing logo and scale needs calibrated ADDITIONAL NOTES 100-pound weight required. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 736961 061-10179-00 2.00000 Ship Exchanged Open 736961 050-7729-00-216 1.00000
📄 Description
Midmark Canis Major Vet table (CMDT-60, CMDT-WS-60)

Timeline

📞
Case Linked Nov 5, 12:33 PM
Case Number: 00541285
Subject: Midmark Service Request Dispatch Authorization - WO-00124067
Status: Closed
📋
▶
2 Work Order Created Nov 5, 2:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Nov 6, 12:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 20h 59m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 7, 12:36 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
2 Technician Assigned Nov 7, 1:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
⏳ 2.0 business days
👷
▶
4 Technician Assigned Nov 10, 2:59 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3d 1h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-11T17:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-11T18:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 5x Labor Added Nov 11, 6:11 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085130
Status: Closed
📦
Status: Awaiting Parts by DAVID CAVACO
From: Scheduled
To: Awaiting Parts
Duration in Previous: 1d 3h
⏳ 2.7 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 13, 3:22 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 21h
👷
▶
2 Technician Assigned Nov 14, 8:27 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 4m
⏳ 2.0 business days
🆕
▶
3 Status: Entered Nov 17, 11:54 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-20T17:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 3x Labor Added Nov 20, 4:52 PM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Luis Torres
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 5h
🔄
Status: Reschedule by Shawn Rogers Nov 21, 8:04 AM
From: Tech On Site
To: Reschedule
Duration in Previous: 15h 9m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 25, 2:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-25T23:00:00.000+0000
✔️
▶
2 Status: Completed Nov 25, 2:54 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Shawn Rogers
From: Completed
To: Closed
Duration in Previous: 3m
⚠️ 6.0 business days
📄
▶
3 Status: Ready to Bill Dec 2, 3:38 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248010

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00541285
Closed
📦
Parts Order 00085130
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Nov 25, 6:00 PM
Created
Nov 5, 2:58 PM
Invoice #
SM-248010

Work Details (8)

Name Type Status Qty Amount Date
WL-03003841 Labor Open 1 $0.00 Nov 11, 6:11 PM
WL-03003842 Labor Open 1 $110.00 Nov 11, 6:11 PM
WL-03003843 Labor Open 2 $0.00 Nov 11, 6:11 PM
WL-03003844 Travel Open 42 $110.00 Nov 11, 6:11 PM
WL-03003845 Travel Open 42 $0.00 Nov 11, 6:11 PM
WL-03015189 Labor Open 1.25 $0.00 Nov 20, 4:52 PM
WL-03015190 Travel Open 27 $110.00 Nov 20, 4:52 PM
WL-03015191 Labor Open 1.75 $192.50 Nov 20, 4:52 PM

Details