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WO-01316644 ↗ ServiceMax

MIDMARK • Repair • P4

📍 THRIVE MCKINNEY — 4701 S CUSTER RD STE 200, Mckinney TX, 75070

Nov 21, 2025 → Dec 2, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 27, 2025
🕐 Clock stopped: Tech Off Site (Dec 2)
⏸ 4d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 3.0d
Coordinators 6.1d
Field Work 1.2d
Billing 0.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
6.1 days
Over SLA
Field Work
1.2 days
Billing
0.6 days
Created: Nov 21, 2025 Due: Dec 4, 2025 Completed: Dec 2, 2025 (2 days early)
📅
8.0 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
6.2d 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 #00545665
Midmark Service Request Dispatch Authorization - WO-00129939
Closed
Zone 1 NWD- Issues getting sensor to stay connected at arm ADDITIONAL NOTES Imaging/X-Ray Dispatch. 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! Ship Exchanged Open 739897 002-10395-00 1.00000 Ship Exchanged Open 739897 E1-13044-L16 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mackenzie Abundis
Owner
Sherry Reich
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316644 (current) Invoiced
Repair • Zachary Stieben
Created: Nov 21, 2025 • Closed: Dec 2, 2025
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 6.2 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
Awaiting Parts - Customer
3.0d
Assigned
0.0d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
0.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.3d / 1.0d SLA
WO Correction Needed
0.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/5/25 NSuarez SRA pg 1 has the wrong date of service please update the date to 12/02/25.

21/2/25 ZStieben. Original EPE form attached is incorrect for the state of Texas. The correctTexas EPE form is completed and attached to the notes. The FDA 2579 form is not required for repair work orders, only new installations.


11/25 KKelch called Mackenzie back to schedule for 12/2 between 9 and 11 am. Customer confirmed.

11/25 KKelch called Mackenzie to schedule for 12/2 between 9 and 11 am. Advised to call 469-666-8872

11/25/2025 SRobinson- Order No: 739897


Customer PO No: SR1497562


Customer: Thrive Pet Healthcare


Service Request NO: 1497562


Ship To Name: THRIVE MCKINNEY


Ship To Address: 4701 S CUSTER RD STE 200    


Ship To City/State: MCKINNEY, TX 75070


Waybill (Tracking #): 1ZE444250371929327


Carrier: UPS-Parcel-Ground  


The following items have shipped from Midmark Corporation on: 24-NOV-2025


LINE NO: 1.1 QTY: 1 ITEM: 002-10395-00 SERIAL #: DESCRIPTION: USB SERVICE REPLACEMENT KIT


LINE NO: 2.1 QTY: 1 ITEM: E1-13044-L16 SERIAL #: DESCRIPTION: CABLE ASM USB MINI B EXT, 1.6M


11/21/25 SReich - Sending an email due to the time difference.

🔧 Work Performed
Installed new USB replacement kit. Parts supplied and shipped by Midmark. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
12/2/2025 Zachary Stieben arrived on site. Found X-Ray unit with a communication error to the X-Ray Laptop.
⚠️ Problem Description
Zone 1 NWD- Issues getting sensor to stay connected at arm ADDITIONAL NOTES Imaging/X-Ray Dispatch. 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! Ship Exchanged Open 739897 002-10395-00 1.00000 Ship Exchanged Open 739897 E1-13044-L16 1.00000 X-Ray WO’s for TX, AR, NC, OH, MN Mandatory documents: FDA 2579 Form EPE Form
📄 Description
Midmark VetPro Mobile Dental X-ray Unit Model DCVM-G0A/H/S4/L (Progeny)

Timeline

📞
Case Linked Nov 20, 2:12 PM
Case Number: 00545665
Subject: Midmark Service Request Dispatch Authorization - WO-00129939
Status: Closed
📋
▶
2 Work Order Created Nov 21, 8:34 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 21, 9:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 25m, 0m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Nov 25, 10:45 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 4d 1h
👷
▶
2 Technician Assigned Nov 25, 11:24 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 38m
🗓️
▶
2 Status: Scheduled Nov 25, 11:37 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-02T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Zachary Stieben Dec 2, 9:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 21h
🚗
Status: Tech Off Site by Zachary Stieben Dec 2, 11:30 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 13m
✔️
Status: Completed by Zachary Stieben Dec 2, 6:19 PM
From: Tech Off Site
To: Completed
Duration in Previous: 6h 49m
🚗
▶
3 Travel Added Dec 2, 6:29 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.75, 2.25
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 3.7 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 5, 12:12 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 17h
🏁
Status: Closed by Zachary Stieben Dec 5, 5:11 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4h 58m
⏳ 1.9 business days
📄
▶
3 Status: Ready to Bill Dec 8, 11:09 AM
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-248459

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours

🔗 Related Artifacts

📞
Case 00545665
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Dec 2, 10:00 AM
Created
Nov 21, 8:34 AM
Invoice #
SM-248459

Work Details (3)

Name Type Status Qty Amount Date
WL-03024105 Travel Open 20 $110.00 Dec 2, 6:29 PM
WL-03024107 Labor Open 0.75 $0.00 Dec 2, 6:31 PM
WL-03024108 Labor Open 2.25 $247.50 Dec 2, 6:31 PM

Details