Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317427 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Cape Vet Hospital — 305 Swainton Goshen Road, Cape May Court House NJ, 08210

Nov 26, 2025 → Dec 3, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 2, 2025
🕐 Clock stopped: Completed (Dec 4)
✗ SLA Missed (1d late)
Dispatch 0.0d
Coordinators 6.4d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.4 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 4, 2025 Completed: Dec 4, 2025 (on time)
📅
6.1 days Total Age
⏱️
3.6d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
5.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00547011
Midmark Service Request Dispatch Authorization - WO-00131892
Closed
Zone 2 NWD HS handpiece issue 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
Katie Jones
Owner
Jessica Sells
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317427 (current) Invoiced
Repair • Chris Galasso
Created: Nov 26, 2025 • Closed: Dec 3, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 3.6 days stuck in "Ready for Scheduling"
⏱️
Total Delay 5.4 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
3.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/1 MOwens Called and spoke to Katie Jones. Scheduled the repair visit for this Wed. 12/3 with arrival between 4-5pm.

11/26/2025jsells

left a voicemail with work order number and let Katie know someone will call her to schedule the visit

🔧 Work Performed
LEAKS MAY BE TURBINE OR CAP TIGHTNESS RELATED; ADVISED TO USE MIDMARK BURRS IN MIDMARK HANDPIECES; DIFFERENT BURRS ON SITE DID GO IN/OUT EASIER SPRAYED TURBINE WITH CONDITIONER TO IMPROVE INSERTION AND REMOVAL
🔍 Technician Findings
BURRS STUCK IN TURBINES; SOME WATER LEAKING OUT OF CAP AREA; 2 OF 3 TURBINES POSSIBLY FAILING //WAVE WASHER MISSING IN BOTH HANDPIECES// ONLY ONE WAVE WASHER PRESENT
⚠️ Problem Description
Zone 2 NWD HS handpiece issue 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 26, 9:26 AM
Case Number: 00547011
Subject: Midmark Service Request Dispatch Authorization - WO-00131892
Status: Closed
📋
▶
2 Work Order Created Nov 26, 2:30 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Dec 1, 12:28 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 21h
📅
▶
2 Dispatch Scheduled Dec 1, 12:37 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 8m
⏳ 3.0 business days
🔧
Status: Tech On Site by Chris Galasso Dec 3, 4:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 3h
⏱️
▶
2 5x Labor Added Dec 3, 11:32 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 27m, 0m
⏳ 3.1 business days
📄
▶
3 Status: Ready to Bill Dec 8, 11:49 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-248462
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Ready for Scheduling
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.4 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00547011
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Dec 3, 4:00 PM
Created
Nov 26, 2:30 PM
Invoice #
SM-248462

Work Details (5)

Name Type Status Qty Amount Date
WL-03025917 Labor Open 1.5 $0.00 Dec 3, 11:32 PM
WL-03025918 Labor Open 1.5 $165.00 Dec 3, 11:32 PM
WL-03025919 Labor Open 1.5 $0.00 Dec 3, 11:32 PM
WL-03025920 Travel Open 60 $110.00 Dec 3, 11:32 PM
WL-03025921 Travel Open 60 $0.00 Dec 3, 11:32 PM

Details