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WO-01316595 ↗ ServiceMax

MIDMARK • Installation • PC

📍 SILVER LEAF ANIMAL HOSPITAL — 500 N Eastern Ave, Moore OK, 73160-5851

Nov 20, 2025 → Dec 4, 2025

✅ Completed
PC Per client agreement
Target: Dec 16, 2025
🕐 Clock stopped: Completed (Dec 4)
✓ SLA Met (12d early)
Dispatch 8.4d
Coordinators 2.9d
Field Work 0.7d
Billing 0.0d
✓ SLA Met
Dispatch
8.4 days
Over SLA
Coordinators
2.9 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 16, 2025 Completed: Dec 4, 2025 (12 days early)
📅
10.4 days Total Age
⏱️
8.4d in L2 Screening Longest Stage
🔄
9 transitions Status Changes
⚠️
10.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545545
Vet Order - Silver Leaf Animal Hospital - Moore, OK - SO #8680575
Closed
Part Number: DCV7-G2X/H/S4 Description: COMPLETE SYSTEM, GRAY, 190 CM (76 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR Serial Number: Scheduled Ship Date: Sales Order #: 8680572 Customer PO #: 4603261452 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rachael
Owner
Sherry Reich
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316595 (current) Invoiced
Installation • Darrell Hendrix
Created: Nov 20, 2025 • Closed: Dec 4, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 8.4 days stuck in "L2 Screening"
⏱️
Total Delay 10.6 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
L2 Screening
8.4d / 1.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2 KKelch Rachael called me back to schedule for 12/4 between 9 and 11 am. Customer confirmed. 

12/2 KKelch called Rachel to provide contact info to schedule when the x ray arrives.

🔧 Work Performed
I arrived on location and meet with Rachel and contractor for the job. He advised me that a 3/4 inch plywood was reinforced on the wall where customer wanted the unit to be installed. After putting upon the template for the mounting plate found that there was not plywood in the wall as instructed. I hten used my Walcott and served the wall and found that only studs were in the wall but to the far left of the wall next to the work station. I then advised Racheal and contractor and explained that unit will be installed over to the left contractor advised he was wrong and wood was installed. I then placed the template back in the area of the studs and was able to mount the mounting plate to the wall. I hten unboxed the unit and got the unit and removed the cover from the unit and found that the plastic rods that hold the logic board was broken. I then contacted George Marino of the standoffs where broken from the logic board he added to remove the plastic from the housing that is screws in and contact tech support and place a repair order for the standoff for the logic board. Called Midmark and spoke to customer service. Then sent picture to Midmark she then issued me ticket # 1503918 for a replacement Logic board with the plastic standoffs. I then proceeded to install the unit entirely. Unit was not tested until the logic board is replaced. Unit was installed and will return back for repair.
🔍 Technician Findings
New install of a prodigy X ray unit
⚠️ Problem Description
Part Number: DCV7-G2X/H/S4 Description: COMPLETE SYSTEM, GRAY, 190 CM (76 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR Serial Number: Scheduled Ship Date: Sales Order #: 8680572 Customer PO #: 4603261452 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Nov 20, 10:55 AM
Case Number: 00545545
Subject: Vet Order - Silver Leaf Animal Hospital - Moore, OK - SO #8680575
Status: Closed
📋
▶
2 Work Order Created Nov 20, 3:57 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
⚠️ 9.0 business days
📅
Status: Ready for Scheduling by Dave Creditt Dec 2, 11:38 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 11d 19h
👷
▶
2 Status: Assigned Dec 2, 11:55 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Darrell Hendrix
🗓️
▶
2 Status: Scheduled Dec 2, 12:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-04T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Darrell Hendrix Dec 4, 10:47 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
✔️
Status: Completed by Darrell Hendrix Dec 4, 4:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 16m
⏱️
▶
2 5x Labor Added Dec 4, 4:15 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hendrix
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Dec 9, 1:24 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-248580

Bottlenecks

L2 Screening
Duration: 8.4 business days (threshold: 1.0 business days)
Exceeded by 7.4 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.0 business hours
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00545545
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Dec 4, 10:00 AM
Created
Nov 20, 3:57 PM
Invoice #
SM-248580

Work Details (5)

Name Type Status Qty Amount Date
WL-03026713 Labor Open 1 $0.00 Dec 4, 4:15 PM
WL-03026714 Labor Open 4 $440.00 Dec 4, 4:15 PM
WL-03026715 Labor Open 1 $0.00 Dec 4, 4:15 PM
WL-03026716 Travel Open 36 $110.00 Dec 4, 4:15 PM
WL-03026717 Travel Open 36 $0.00 Dec 4, 4:15 PM

Details