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← WO Overview

WO-01315309 ↗ ServiceMax

MIDMARK • Repair • P4

📍 DONEGAL ANIMAL HOSPITAL — 366 S Market Ave, Mount Joy PA, 17552

Nov 14, 2025 → Nov 24, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 20, 2025
🕐 Clock stopped: Completed (Nov 24)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 2.0d
Coordinators 6.6d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
6.6 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Nov 14, 2025 Due: Nov 24, 2025 Completed: Nov 24, 2025 (on time)
📅
7.0 days Total Age
⏱️
6.3d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
8.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543823
Midmark Service Request Dispatch Authorization - WO-00127352
Closed
Zone 1 Dispatch Type Repair Email reception@donegalanimalhospital.com PROBLEM SUMMARY NWD - damaged cord ADDITIONAL NOTES Imaging/X-Ray Dispatch - If Amanda is not available, schedule service with Michele. If part(s) are not used for repair, the Service Company Tech must return the unused part(s) using the return label provided. Mark on the SRA that the part(s) were not used for repair. Do not return defective part(s). 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 hip Exchanged Open 738694 S006-00909 1.00000 Return Exchange Open 738694 002-10395-00 -1 Ship Exchanged Open 738694 002-10395-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michele Hosking or Amanda
Owner
Kimberly Hardison
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315309 (current) Invoiced
Repair • Philip Krogstad
Created: Nov 14, 2025 • Closed: Nov 24, 2025
Completed with minor delays
Invoiced • 181 days old
🚨
Primary Delay 6.3 days stuck in "Closed"
⏱️
Total Delay 8.6 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
2.0d
Assigned
0.0d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
6.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19 MOwens Called and spoke to Michele. She has the parts and will put them by the xray unit when tech arrives onsite. Scheduled the visit based on her schedule for Mon 11/24 with eta between 12-1pm.


11/17/2025jsells

Ship To Name: Donegal Animal Hospital Ship To Address: 366 S Market Ave Ship To City/State: Mount Joy, PA 17552-2714 Waybill (Tracking #): 1ZE444250370889971 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 17-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10395-00 SERIAL #: DESCRIPTION: USB SERVICE REPLACEMENT KIT LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259046902953 DESCRIPTION: ARS LABEL, ST RT 47 WEST


11/14 KHardison, Spoke to Amanda regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts.

🔧 Work Performed
No communication. Took off cover. Cable is disconnected from board. Installed new cable and connected it to board. Reinstalled cover. Took test x-rays to test unit.
🔍 Technician Findings
Check in with manager. X-ray machine has communication error.
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email reception@donegalanimalhospital.com PROBLEM SUMMARY NWD - damaged cord ADDITIONAL NOTES Imaging/X-Ray Dispatch - If Amanda is not available, schedule service with Michele. If part(s) are not used for repair, the Service Company Tech must return the unused part(s) using the return label provided. Mark on the SRA that the part(s) were not used for repair. Do not return defective part(s). 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 hip Exchanged Open 738694 S006-00909 1.00000 Return Exchange Open 738694 002-10395-00 -1 Ship Exchanged Open 738694 002-10395-00 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 13, 5:02 PM
Case Number: 00543823
Subject: Midmark Service Request Dispatch Authorization - WO-00127352
Status: Closed
📋
▶
2 Work Order Created Nov 14, 9:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 14, 11:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 38m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Nov 17, 12:50 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 1h
⏳ 3.0 business days
👷
▶
2 Status: Assigned Nov 19, 2:12 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Philip Krogstad
🗓️
▶
2 Status: Scheduled Nov 19, 2:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-24T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Philip Krogstad Nov 24, 12:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
3x Labor Added Nov 24, 1:23 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 1, 90
✔️
Status: Completed by Philip Krogstad Nov 24, 1:29 PM
From: Tech On Site
To: Completed
Duration in Previous: 56m
🏁
Status: Closed by Philip Krogstad Nov 24, 4:51 PM
From: Completed
To: Closed
Duration in Previous: 3h 21m
⚠️ 6.9 business days
📄
▶
3 Status: Ready to Bill Dec 2, 1:44 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-247986

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 6.3 business days (threshold: 1.0 business days)
Exceeded by 5.3 business days

🔗 Related Artifacts

📞
Case 00543823
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Philip Krogstad
Scheduled
Nov 24, 12:00 PM
Created
Nov 14, 9:37 AM
Invoice #
SM-247986

Work Details (3)

Name Type Status Qty Amount Date
WL-03018577 Labor Open 2.25 $0.00 Nov 24, 1:23 PM
WL-03018578 Labor Open 1 $110.00 Nov 24, 1:23 PM
WL-03018579 Travel Open 90 $110.00 Nov 24, 1:23 PM

Details