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← WO Overview

WO-01315212 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Your Pet Dentist — 147 Thompson Ln, Nashville TN, 37211

Nov 13, 2025 → Dec 4, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 19, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 4)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (12d late)
Dispatch 0.1d
Material Management 3.3d
Coordinators 13.3d
Field Work 1.3d
Billing 0.1d
✗ SLA Missed
Dispatch
0.1 days
Material Management
3.3 days
Coordinators
13.3 days
Over SLA
Field Work
1.3 days
Billing
0.1 days
Created: Nov 13, 2025 Due: Dec 8, 2025 Completed: Dec 4, 2025 (4 days early)
📅
15.5 days Total Age
⏱️
4.6d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
9.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michael Swingle — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 24, 2025
Visit 2 Nov 25, 2025
Visit 3 Dec 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543661
Midmark Service Request Dispatch Authorization - WO-00127319
Closed
Travel Zone 1 Customer Down? No Mobile Dispatch Type Repair Email tammy@vetdentalms.com PROBLEM SUMMARY WD HS water issue. ADDITIONAL NOTES Anyone can schedule. If no one is up front when the tech arrives, they can ring the bell for service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2866612 Item AH9000-003 ITEM DESCRIPTION MIDMARK MOBILE DENTAL DELIVERY SYSTEM, HIGH-SPEED SWIVEL, INTEGRATED 5 POSITION PCR CODES Problem Cause Resolution HIGH SPEED HAND PIECE ISSUES 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 738538 016-10424-00 1.00000 Ship Exchanged Open 738538 014-10188-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tammy Hudson
Owner
Leona Coonrod
Created
Nov 13, 2025
Work Orders from this Case (2)
WO-01315211 Invoiced
Repair • Michael Swingle
Created: Nov 13, 2025 • Closed: Dec 4, 2025
WO-01315212 (current) Invoiced
Repair • Michael Swingle
Created: Nov 13, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 4.6 days stuck in "Scheduled"
⏱️
Total Delay 9.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
6.3d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Assigned
0.1d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Awaiting Parts
1.9d / 3.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.1d / 1.0d SLA
WO Correction Needed
0.1d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8/25 NSuarez SRA missing for date of service 12/4/25.

12/2 MOwens Called to speak to Tammy. She was in a meeting. Left a msg for her to call back to schedule the return visit.

11/26/2025 SRobinson- Order No: 740584


Customer PO No: SR1493316


Customer: Midmark No Charge


Service Request NO: 1493316


Ship To Name: Your Pet Dentist


Ship To Address: 147 Thompson Ln    


Ship To City/State: Nashville, TN 37211-2411


Waybill (Tracking #): 1ZE444250370046569


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 26-NOV-2025  


LINE NO: 1.1 QTY: 1 ITEM: 002-11020-00 SERIAL #: DESCRIPTION: KIT, WATER DRAWBACK VALVE


LINE NO: 2.1 QTY: 1 ITEM: 117477 SERIAL #: DESCRIPTION: FITTING, 1/16 BARB TEE


LINE NO: 3.1 QTY: 3 ITEM: 117479 SERIAL #: DESCRIPTION: UNI-CLAMP, 1/8 OD TUBE K


LINE NO: 4.1 QTY: 3 ITEM: 117480 SERIAL #: DESCRIPTION: CLAMP, SLEEVE

11/24 MOwens Tech said he will have to return on 11/25 to complete the repair.

11/18 MOwens Tammy Hudson called back and I told her to watch for the parts delivery by UPS by EOD to complete the repair. She will look out for them and have them available when the tech goes back onsite. I offered the first available day on Mon. 11/24 because both TN techs are working out of state this week. She said 11/24 between 12-1pm for the arrival works for her.



11/18/2025 JRolston - Received call from site POC, Tammy Hudson, for scheduling. Transferred to Melissa Owens / ASC, accordingly. 


11/18 MOwens Called to speak to Tammy Hudson but had to leave a msg for her to call back and schedule the return visit.

11/13/25 lcoonrod

asked that I hold and the line disconnected. sending email. call logged in WO-01315211

🔧 Work Performed
11-24-25- I started to replace covers on unit, but company was closing. I will finish work tomorrow. 11-25-25- I finished replacing front covers on unit. I am waiting for water draw back valve to be sent and a 3 way valve. 12-04-25- I replaced the water drawback valve and three way valve and the the three way valve. I tested all functions of unit and all functions working as expected.
🔍 Technician Findings
11-24-25- I arrived on site to replace front covers on unit. 11-25-25- I arrived to finish replacing front panels on unit. 12-04-25- I arrived on site to replace the water drawback valve and the three way barb valve.
⚠️ Problem Description
Travel Zone 1 Customer Down? No Mobile Dispatch Type Repair Email tammy@vetdentalms.com PROBLEM SUMMARY WD HS water issue. ADDITIONAL NOTES Anyone can schedule. If no one is up front when the tech arrives, they can ring the bell for service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! DISPATCH ITEMS Serial # V2866534 Item AH9000-003 ITEM DESCRIPTION MIDMARK MOBILE DENTAL DELIVERY SYSTEM, HIGH-SPEED SWIVEL, INTEGRATED 5 POSITION PCR CODES Problem Cause Resolution HIGH SPEED HAND PIECE ISSUES 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
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Nov 13, 12:05 PM
Case Number: 00543661
Subject: Midmark Service Request Dispatch Authorization - WO-00127319
Status: Closed
📋
Work Order Created Nov 13, 3:09 PM
Work Order: WO-01315212
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Leona Coonrod Nov 13, 3:46 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 37m
👷
▶
2 Technician Assigned Nov 13, 4:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 14m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Nov 14, 5:48 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 1h
⏳ 2.8 business days
👷
▶
4 Technician Assigned Nov 18, 2:02 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 20h
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-24T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Melissa Owens Nov 19, 3:24 PM
Scheduled For: 2025-11-24T17:30:00.000+0000
⏳ 4.0 business days
🚗
Status: Tech Off Site by MICHAEL SWINGLE Nov 24, 6:05 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 6d 4h
⏱️
5x Labor Added Nov 24, 10:39 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4.25, 1.25, 12, 48
⏱️
3x Labor Added Nov 25, 11:40 AM
Type: Labor, Travel
Status: Open
Qty: 1.25, 3.75, 46
📦
▶
2 Parts Requested Nov 25, 11:56 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by MICHAEL SWINGLE
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 17h 50m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Nov 26, 6:05 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 6h
⏳ 4.7 business days
👷
▶
2 Status: Assigned Dec 2, 3:37 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Michael Swingle
🗓️
▶
2 Status: Scheduled Dec 2, 4:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-04T13:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Dec 4, 9:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 17h
⏱️
5x Labor Added Dec 4, 11:17 AM
Type: Labor, Travel
Status: Open
Qty: 1.3666666666667, 1.6333333333333, 1.25, 54
✔️
▶
2 Status: Completed Dec 4, 11:30 AM
Status: Completed → Status: Closed
🏁
Status: Closed by MICHAEL SWINGLE
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 8, 4:50 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 5h
🏁
Status: Closed by Matthew Bateman Dec 8, 5:20 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 29m
📄
▶
3 Status: Ready to Bill Dec 9, 12:20 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-248563

Bottlenecks

Ready for Scheduling
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Ready for Scheduling
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 2.9 business hours
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours

🔗 Related Artifacts

📞
Case 00543661
Closed
📦
Parts Order 00085855
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Swingle
Scheduled
Dec 4, 8:30 AM
Created
Nov 13, 3:09 PM
Invoice #
SM-248563

Work Details (13)

Name Type Status Qty Amount Date
WL-03019333 Labor Open 0.5 $0.00 Nov 24, 10:39 PM
WL-03019334 Labor Open 4.25 $467.50 Nov 24, 10:39 PM
WL-03019335 Labor Open 1.25 $0.00 Nov 24, 10:39 PM
WL-03019336 Travel Open 12 $110.00 Nov 24, 10:39 PM
WL-03019337 Travel Open 48 $0.00 Nov 24, 10:39 PM
WL-03019549 Labor Open 1.25 $0.00 Nov 25, 11:40 AM
WL-03019550 Labor Open 3.75 $412.50 Nov 25, 11:40 AM
WL-03019551 Travel Open 46 $110.00 Nov 25, 11:40 AM
WL-03026167 Labor Open 1.3666666666667 $0.00 Dec 4, 11:17 AM
WL-03026168 Labor Open 1.6333333333333 $192.50 Dec 4, 11:17 AM
WL-03026169 Labor Open 1.25 $0.00 Dec 4, 11:17 AM
WL-03026170 Travel Open 54 $110.00 Dec 4, 11:17 AM
WL-03026171 Travel Open 54 $0.00 Dec 4, 11:17 AM

Details