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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316608 ↗ ServiceMax

MIDMARK • Repair • P4

📍 NVA Countryside Animal Hospital — 8701 South Rural Rd, TEMPE AZ, 85284

Nov 20, 2025 → Nov 26, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 26, 2025
🕐 Clock stopped: Completed (Nov 26)
✓ SLA Met
Dispatch 0.0d
Coordinators 5.0d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.0 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Nov 20, 2025 Due: Nov 26, 2025 Completed: Nov 26, 2025 (on time)
📅
4.3 days Total Age
⏱️
5.9d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
7.4d 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

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🎫
Case #00545617
Midmark Service Request Dispatch Authorization - WO-00129928
Closed
Zone 1 NWD Scaler is not working Please have tech touch base with POC if labor is going to go over 1 hour while on site. 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 4. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shannon Zemlock
Owner
Jessica Sells
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316608 (current) Invoiced
Repair • Tyler Bollman
Created: Nov 20, 2025 • Closed: Nov 26, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 5.9 days stuck in "Closed"
⏱️
Total Delay 7.4 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
0.1d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21 KKelch called Shannon to schedule for 11/26 between 8 and 10 am. Customer confirmed. 

11/21 KKelch called Shannon to schedule for 11/26 between 12 and 2 pm. Left info.

11/20/2025jsells

spoke with Shannon and I gave her the WO# and told her someone will be calling to schedule the visit

🔧 Work Performed
Cleaned contacts and adjusted water flow restoring function had customer confirm
🔍 Technician Findings
Scaler not vibrating or flowing water
⚠️ Problem Description
Zone 1 NWD Scaler is not working Please have tech touch base with POC if labor is going to go over 1 hour while on site. 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 4. Thank you!
📄 Description
Midmark VetPro 1000 (Series) Mobile Delivery System (8000-001, 8000-002, 8000-003, 8000-004, 8000-005, 8000-006,8000-006S, 8000-007, 8000-007S, 8000-008, 8000-008S)

Timeline

📞
Case Linked Nov 20, 12:44 PM
Case Number: 00545617
Subject: Midmark Service Request Dispatch Authorization - WO-00129928
Status: Closed
📋
Work Order Created Nov 20, 4:32 PM
Work Order: WO-01316608
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Nov 20, 4:42 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Nov 20, 5:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34m
👷
▶
3 Technician Assigned Nov 21, 12:59 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 19h 44m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-26T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Tyler Bollman Nov 26, 10:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏱️
3x Labor Added Nov 26, 11:06 AM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 45
✔️
▶
2 Status: Completed Nov 26, 11:35 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 2m
⚠️ 6.0 business days
📄
▶
2 Status: Ready to Bill Dec 3, 12:31 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 116.0 business days
🧾
Invoice Created May 13, 2:50 PM
Invoice Number: SM-248060

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.7 business hours
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 5.9 business days (threshold: 1.0 business days)
Exceeded by 4.9 business days

🔗 Related Artifacts

📞
Case 00545617
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Nov 26, 10:00 AM
Created
Nov 20, 4:32 PM
Invoice #
SM-248060

Work Details (3)

Name Type Status Qty Amount Date
WL-03020733 Labor Open 1 $110.00 Nov 26, 11:06 AM
WL-03020734 Labor Open 1.5 $0.00 Nov 26, 11:06 AM
WL-03020735 Travel Open 45 $110.00 Nov 26, 11:06 AM

Details