Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326379 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Sunniside Vet. Clinic — 5285 Interchange Rd, Lehighton PA, 18235-5107

Dec 12, 2025 → Jan 13, 2026

✅ Completed
PC Per client agreement
Target: Mar 6, 2026
🕐 Clock stopped: Completed (Jan 13)
✓ SLA Met (52d early)
Dispatch 2.6d
Coordinators 22.3d
Field Work 1.1d
Billing 0.0d
✓ SLA Met
Dispatch
2.6 days
Over SLA
Coordinators
22.3 days
Over SLA
Field Work
1.1 days
Billing
0.0 days
Created: Dec 12, 2025 Due: Mar 6, 2026 Completed: Jan 13, 2026 (52 days early)
📅
22.6 days Total Age
⏱️
12.8d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
21.5d 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 #00551323
Vet Order - Sunniside Vet Clinic - Lehighton, PA - SO #8687554
Closed
All Midmark Progeny WOs Mandatory documents: FDA 2579 Form Signed OM Form DENTAL IMAGING INSTALLATION, USA ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: Scheduled Ship Date: 2-6-26 Sales Order #: 8687544 Customer PO #: 961928
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shauna Bartholomew
Owner
Shelby Robinson
Created
Dec 12, 2025
Work Orders from this Case (1)
WO-01326379 (current) Invoiced
Installation • Philip Krogstad
Created: Dec 12, 2025 • Closed: Jan 13, 2026
Completed with significant delays
Invoiced • 153 days old
🚨
Primary Delay 12.8 days stuck in "Assigned"
⏱️
Total Delay 21.5 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
2.6d / 1.0d SLA
Ready for Scheduling
5.0d / 1.0d SLA
Assigned
12.8d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/7 MOwens Shauna replied back that next Tues 1/13 in the morning works for her.

1/6 MOwens Shauna replied back. See below. I replied back offering 1/13 as the first available Tuesday to schedule.

Any day will work for installation, ideally a Tuesday or Thursday morning if the training would occur the same day, or if that will be scheduled separately we can schedule that later. 

12/22 MOwens Replied back to the email from Shauna asking what day during the week works the best to schedule the install visit.


12/22/2025 Sramen - received email from DCreditt that the customer received the unit 12/19 and is ready to schedule. Replied to email and copied in MOwens since this is her service pod area. The unit was not supposed to ship until Feb but they do in fact have it now.

🔧 Work Performed
Unbox X ray unit. Assemble new x ray machine. Install new laptop and check through software. Move x ray unit to x ray room from assembly location. Perform test x rays. Perform Midmark training to staff on how to operate machine. Complete all paperwork. Dispose of boxes and trash from installation.
🔍 Technician Findings
Check in with manager. X-Ray mobile unit installation.
⚠️ Problem Description
DENTAL IMAGING INSTALLATION, USA ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: Scheduled Ship Date: 2-6-26 Sales Order #: 8687544 Customer PO #: 961928

Timeline

📞
Case Linked Dec 12, 11:14 AM
Case Number: 00551323
Subject: Vet Order - Sunniside Vet Clinic - Lehighton, PA - SO #8687554
Status: Closed
📋
▶
2 Work Order Created Dec 12, 2:17 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 3m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Dave Creditt Dec 16, 9:46 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 3d 19h
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Dec 22, 12:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 2h
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Jan 7, 3:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-13T14:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Philip Krogstad Jan 13, 8:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 17h
⏱️
▶
2 3x Labor Added Jan 13, 12:20 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Philip Krogstad
From: Tech On Site
To: Completed
Duration in Previous: 3h 24m
🏁
Status: Closed by Philip Krogstad Jan 13, 5:25 PM
From: Completed
To: Closed
Duration in Previous: 5h 1m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Jan 15, 4:08 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Jan 16, 4:16 PM
Invoice Number: SM-251290

Bottlenecks

L2 Screening
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Assigned
Duration: 12.8 business days (threshold: 4.0 business hours)
Exceeded by 12.3 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00551323
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Philip Krogstad
Scheduled
Jan 13, 9:00 AM
Created
Dec 12, 2:17 PM
Invoice #
SM-251290

Work Details (3)

Name Type Status Qty Amount Date
WL-03063079 Labor Open 1.25 $0.00 Jan 13, 12:20 PM
WL-03063080 Labor Open 3.5 $385.00 Jan 13, 12:20 PM
WL-03063081 Travel Open 53 $110.00 Jan 13, 12:20 PM

Details