Midmark Service Request Dispatch Authorization - WO-00137331
Closed
Zone 1
NWD scaler issues
Call mobile number to schedule service. Facility close at 2:00 pm on Christmas Eve and New Year's Eve. 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!
Primary Delay9.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay15.2 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
10.5d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Scheduled
7.5d / 2.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Reschedule
1.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
1-5 Mburris called spoke with Ari Plascencia and set for 1-7 1pm
01/05/2025 SRobinson- "Please close this work order and submit the invoice to Midmark for the work completed to date."
12/24/2025 JRolston - Per UPS, ETA on wb 1ZE444250371955709 is Friday, 1/2. Updated work order accordingly.
12-16 Mburris called site and set appt 12-19 11am per POC Ari
12-15 Mburris email sent to POC
12/12/2025jsells
spoke with Ashley and gave her the WO# and told her a coordinator will call to schedule the visit
🔧Work Performed
Arrived on site and when checking in with front desk they called poc. Poc escorted me to unit and gave me run down of issue occurring. Began by testing continuity of scaler hand piece but still could not find continuity. Continued inspecting all possible components for issues. After trouble shooting unit determined unit needs new 800ma fuse as well likely to also need tubing for scaler. Once informing customer of needed items they requested two things, one was to order fuse but also requested a quote for tubing. This was as fuse is a lower cost replacement and if that solved issue the wanted to see if that solved issue. I did state if might still require the tubing hence the request for quote on tubing. 1/7 Arrived on site to replace fuse so checked in with front desk but POC not on site so waited for manager to become available. Once manager free and unit pulled to the side she also was getting info from POC over the phone. Customer had installed fuse so just made sure fuse installed correctly but just as expected unit still requires new tubing. Customer will get back with midmark if choose to move forward with repair.
🔍Technician Findings
Customer states they are having issue with scaler
⚠️Problem Description
Zone 1
NWD scaler issues
Call mobile number to schedule service. Facility close at 2:00 pm on Christmas Eve and New Year's Eve. 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)
📞
Call
Completed Jan 5, 2026
1-5 Mburris called spoke with Ari Plascencia and set appt 1-7 1pm
📞
Call
Completed Dec 16, 2025
12-16 Mburris called site and set appt 12-19 11am per POC Ari
📧
Email: EMSAR Request for service at Ohana Pet Hospital (Email to schedule service)
Completed Dec 15, 2025
To: ari@ohanapethospital.com
CC:
BCC: michael.burris@emsar.com
Attachment: --none--
Subject: EMSAR Request for service at Ohana Pet Hospital (Email to schedule service)
Body:
Hi Ari Plascencia,
I hope you’re doing well. I’m reaching out to schedule a service appointment for Midmark VetPro 1000.
Here’s the location information we have on file:
Location:
Ohana Pet Hospital
4547 Telephone Rd, Ste A
Ventura, CA 93003
Contact:
Ari Plascencia
(805) 658-7387
We currently have availability on
📋
Outbound to +18056587387
Completed Dec 12, 2025
spoke with Ashley and gave her the WO# and told her a coordinator will call to schedule the visit
Work Order: WO-01326395
Account: MIDMARK
Customer Case Number: SR 1508326 WO-00137331
Location: Ohana Pet Hospital
Address: 4547 Telephone Rd, Ste A, Ventura, CA 93003
Manufacturer: Midmark Medical
Model #: VetPro 1000 (Series)
Serial #: V2140218
Contact Name: Ari Plascencia
Contact Phone: (805) 658
PDF
SRA_WO-00137331_ver1 (1)
Dec 12, 2025
PDF
SRA_WO-00137331_ver1 (1).pdf.pdf
Jan 8, 2026
Timeline
📞
Case Linked Dec 12, 1:32 PM
Case Number:00551379
Subject:Midmark Service Request Dispatch Authorization - WO-00137331
Status:Closed
📋
Work Order Created Dec 12, 3:06 PM
Work Order:WO-01326395
Type:Repair
Priority:P4
📅
Status: Ready for Scheduling by Jessica SellsDec 12, 3:15 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:8m
⏳2.0 business days
👷
▶
2
Technician Assigned Dec 15, 1:12 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling
To:Assigned
Duration in Previous:2d 21h
🗓️
▶
2
Status: Scheduled Dec 16, 12:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For:2025-12-19T19:00:00.000+0000
⏳4.3 business days
🚗
Status: Tech Off Site by Omar SerranoDec 22, 2:27 AM
From:Scheduled
To:Tech Off Site
Duration in Previous:5d 14h
⏱️
▶
2
4x Labor Added Dec 22, 3:18 AM
4x Labor Added → Labor Added
⏱️
Labor Added
Type:Labor
Status:Open
Qty:2.75
⏳2.0 business days
🔄
Status: Reschedule by Nicholas WillickDec 23, 11:39 AM
From:Tech Off Site
To:Reschedule
Duration in Previous:1d 9h
📅
Status: Ready for Scheduling by John RolstonDec 24, 8:49 AM
From:Reschedule
To:Ready for Scheduling
Duration in Previous:21h 10m
⚠️9.0 business days
🗓️
▶
2
Status: Scheduled Jan 5, 2:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For:2026-01-07T20:00:00.000+0000
⏳3.0 business days
🔧
Status: Tech On Site by Omar SerranoJan 7, 8:41 PM
From:Scheduled
To:Tech On Site
Duration in Previous:2d 5h
🚗
▶
2
5x Travel Added Jan 7, 10:41 PM
5x Travel Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From:Tech On Site, Completed
To:Completed, Closed
Duration in Previous:2h 0m
⏳3.2 business days
📄
▶
2
Status: Ready to Bill Jan 12, 1:46 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:3m
⚠️5.5 business days
🧾
Invoice Created Jan 19, 3:41 AM
Invoice Number:SM-251005
Bottlenecks
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Ready for Scheduling
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.9 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)