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WO-01316146 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Banfield Pet Hospital — 1430 N Mills Ave, Orlando FL, 32803-1877

Nov 18, 2025 → Dec 12, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 24, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 12)
⏸ 7d excluded (parts wait + holding)
✗ SLA Missed (10d late)
Dispatch 0.0d
Material Management 7.7d
Coordinators 14.6d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.7 days
Over SLA
Coordinators
14.6 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Nov 18, 2025 Due: Dec 15, 2025 Completed: Dec 12, 2025 (3 days early)
📅
18.1 days Total Age
⏱️
6.9d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
12.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Anthony Wright — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 2, 2025
Visit 2 Dec 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544825
Midmark Service Request Dispatch Authorization - WO-00128824
Closed
Zone 1 WD Water Issues Secondary Contact: Kimberly Tappen (407)2281701 - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 739290 045-0001-183 1.00000 Ship Exchanged Open 739290 016-10424-00 1.00000 Ship Exchanged Open 739290 014-10188-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kate Amador
Owner
Jessica Sells
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316146 (current) Invoiced
Repair • Anthony Wright
Created: Nov 18, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 6.9 days stuck in "Scheduled"
⏱️
Total Delay 12.0 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
2.6d / 1.0d SLA
Awaiting Parts - Customer
4.0d
Scheduled
11.9d / 2.0d SLA
Awaiting Parts
3.7d / 3.0d SLA
Assigned
0.0d / 0.5d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8/25 lcoonrod

Your shipment

1ZE444250371190311

Estimated delivery

Tomorrow, December 09 between 10:45 A.M. - 12:45 P.M.


12/8/25 AJinerson - Sent email to POC Kate confirming tech visit per below.


12/8/25 AJinerson - Called site to schedule tech visit. Confirmed with Kate to schedule tech visit on 12/12 between 9am-11am.

On-site contact: Kate Amador

Arrival instructions/special requests: 

Please email confirmation to Kate at:

kate.amador@banfield.com 


12/8/25 AJinerson - Parts ETA to site 12/9 by afternoon


12/05/2025 SRobinson- Order No: 741491


Customer PO No: SR1496026


Customer: Midmark No Charge


Service Request NO: 1496026  


Ship To Name: Banfield Pet Hospital


Ship To Address: 1430 N Mills Ave    


Ship To City/State: Orlando, FL 32803-1877


Waybill (Tracking #): 1ZE444250371190311


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 05-DEC-2025


LINE NO: 1.1 QTY: 2 ITEM: 029-7095-00 SERIAL #: DESCRIPTION: CAP ASSY, WATER BOTTLE QD


11/24/225 SRobinson- Parts arrival 11/25. 1ZE444250348570301

11/24/25 AJinerson - Called site to schedule tech visit. Spoke with Kimberly and confirmed scheduling for Tuesday, 12/2 with arrival between 2PM-4PM. 

(They need to schedule for afternoon visit as they use this machine until about 12PM)

POCs onsite: Kate and/or Kimberly

Site is open until 6PM. 


11/24/25 AJinreson - Parts ETA to site 11/25 by afternoon


11/24/25 SReich

Your shipment

1ZE444250348570301

Estimated delivery

Tomorrow, November 25 between 10:15 A.M. - 12:15 P.M.

Order No: 739290 Customer PO No: SR1496026 Customer: Midmark No Charge Service Request NO: 1496026 Ship To Name: Banfield Pet Hospital Ship To Address: 1430 N Mills Ave Ship To City/State: Orlando, FL 32803-1877 Waybill (Tracking #): 1ZE444250348570301 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 21-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 016-10424-00 SERIAL #: DESCRIPTION: CONTROL KNOB WITH INDICATOR LINE NO: 2.1 QTY: 1 ITEM: 045-0001-183 SERIAL #: DESCRIPTION: WASHER LOCK 0.500 INT ZN LINE NO: 3.1 QTY: 1 ITEM: 014-10188-00 SERIAL #: DESCRIPTION: VALVE, SINGLE TURN NEEDLE


11/19/25 AJinerson - Called site to let them know we are awaiting tracking information and will follow up to schedule once we have ETA. Spoke with Kimberly and let her know this as well. 


11/19/25 AJinerson - Midmark shipping parts but no tracking info yet.



11/18/2025jsells

spoke with Kimberly, and I gave her the WO# and someone will call to schedule the visit

🔧 Work Performed
12/2/25 AMW - Located dental machine and confirmed issue. Replaced low speed water valve and knob. Performed function test. Knob worked correctly but I found that bottle number 2 was leaking air. Called Midmark and spoke with Mike. He is sending two new bottle cap assembly out for the sir leak repair. Notified POC of equipment status. 12/12/25 AMW - Received new parts and installed new water bottle cap kits to both water bottles. Performed function test. Equipment passed all tests. Both water bottles hold pressure with no leaks. Notified POC of equipment status.
🔍 Technician Findings
12/2/25 AMW - Locate dental machine and confirm issue. install new parts and perform function test. Notify POC of equipment status.
⚠️ Problem Description
Zone 1 WD Water Issues Secondary Contact: Kimberly Tappen (407)2281701 - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 739290 045-0001-183 1.00000 Ship Exchanged Open 739290 016-10424-00 1.00000 Ship Exchanged Open 739290 014-10188-00 1.00000
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Nov 18, 12:46 PM
Case Number: 00544825
Subject: Midmark Service Request Dispatch Authorization - WO-00128824
Status: Closed
📋
▶
2 Work Order Created Nov 18, 5:49 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 19, 9:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 16h 0m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Nov 24, 9:14 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 23h
📅
▶
2 Dispatch Scheduled Nov 24, 11:32 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 2h 18m
⚠️ 6.0 business days
📅
Dispatch Scheduled by Abby Jinerson Dec 1, 10:19 AM
Scheduled For: 2025-12-02T17:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 5x Labor Added Dec 2, 1:09 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086092
Status: Closed
📦
Status: Awaiting Parts by Anthony Wright
From: Scheduled
To: Awaiting Parts
Duration in Previous: 8d 1h
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Dec 5, 5:25 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 4h
⏳ 1.8 business days
👷
▶
4 Technician Assigned Dec 8, 8:50 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-12T14:00:00.000+0000, 2025-12-12T13:00:00.000+0000
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 4m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Anthony Wright Dec 12, 9:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
▶
2 5x Labor Added Dec 12, 10:15 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site
To: Completed
Duration in Previous: 57m
🏁
Status: Closed by Anthony Wright Dec 12, 10:32 AM
From: Completed
To: Closed
Duration in Previous: 16m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 17, 11:17 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 5d 0h, 0m
💰
▶
2 Status: Invoiced Dec 17, 11:23 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249280

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Awaiting Parts
Duration: 3.7 business days (threshold: 3.0 business days)
Exceeded by 5.8 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00544825
Closed
📦
Parts Order 00086092
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Anthony Wright
Scheduled
Dec 12, 9:00 AM
Created
Nov 18, 5:49 PM
Invoice #
SM-249280

Work Details (10)

Name Type Status Qty Amount Date
WL-03023635 Labor Open 1 $0.00 Dec 2, 1:09 PM
WL-03023636 Labor Open 1 $110.00 Dec 2, 1:09 PM
WL-03023637 Labor Open 2 $0.00 Dec 2, 1:09 PM
WL-03023638 Travel Open 30 $110.00 Dec 2, 1:09 PM
WL-03023639 Travel Open 58 $0.00 Dec 2, 1:09 PM
WL-03035644 Labor Open 1.5 $0.00 Dec 12, 10:15 AM
WL-03035645 Labor Open 1.75 $192.50 Dec 12, 10:15 AM
WL-03035646 Labor Open 1 $0.00 Dec 12, 10:15 AM
WL-03035647 Travel Open 58 $110.00 Dec 12, 10:15 AM
WL-03035648 Travel Open 34 $0.00 Dec 12, 10:15 AM

Details