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WO-01327047 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Laurelton Animal Hospital — 1467 Empire Blvd, Webster NY, 14580

Dec 17, 2025 → Mar 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 24, 2026
✓ SLA Met
Active: 65 biz days
🕐 Clock stopped: Completed (Mar 24, 2026)
▶ Clock Running
Status: Created
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
36d
▶ Clock Running
Status: L2 Screening
Dec 17 → Feb 10, 2026
36 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 39 of ? biz days used
26d
▶ Clock Running
Status: Scheduled
Feb 13 → Mar 24, 2026
26 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 65 of ? biz days used
Created: Dec 17, 2025 Completed: Mar 24, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 17 → Dec 17 Created ▶ Running 0 0
Dec 17 → Feb 10 L2 Screening ▶ Running 36 36
Feb 10 → Feb 11 Ready for Scheduling ▶ Running 1 37
Feb 11 → Feb 13 Assigned ▶ Running 2 39
Feb 13 → Mar 24 Scheduled ▶ Running 26 65
Mar 24 → Mar 24 Tech On Site ▶ Running 0 65
Dispatch 36.7d
Coordinators 31.5d
Field Work 0.6d
Billing 2.0d
✓ SLA Met
Dispatch
36.7 days
Over SLA
Coordinators
31.5 days
Over SLA
Field Work
0.6 days
Billing
2.0 days
Over SLA
Created: Dec 17, 2025 Due: Mar 24, 2026 Completed: Mar 24, 2026 (on time)
📅
65.7 days Total Age
⏱️
36.7d in L2 Screening Longest Stage
🔄
11 transitions Status Changes
⚠️
67.3d 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

Open in Salesforce →
🎫
Case #00552394
Vet Order - Laurelton Animal Hospital - Webster, NY - SO #8688779
Closed
This install is for Darek Kirkpatrick. VI-USA DENTAL IMAGING INSTALLATION, USA 02/10/2026 1 881.00 881.00 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCV8-G2X/H Description: VETPRO DC 2.0, 82" REACH W/TWO STUD MOUNT Serial Number: Scheduled Ship Date: 2/10/26 Sales Order #: 8688777 Customer PO #: 4603286732 All Midmark Progeny WOs: Mandatory documents: FDA 2579 Form Signed OM Form
Priority
High
Origin
Email
Reason
New Case
Contact
Tammy Byers-Smith
Owner
Kimberly Hardison
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327047 (current) Invoiced
Installation • Darek Kirkpatrick
Created: Dec 17, 2025 • Closed: Mar 24, 2026
Completed with significant delays
Invoiced • 241 days old
🚨
Primary Delay 36.7 days stuck in "L2 Screening"
⏱️
Total Delay 67.3 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
36.7d / 1.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
27.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.6d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/26 DPatton - "To Site" travel is on EMS WO 1327677. Please bill travel on this WO (per EMS quote) as we are not billing it on the EMS WO.

3/13 KSmith -- Tammy will be on PTO on 3/24. Mike is the Medical Lead that will be onsite and Katelyn Schafer will be the POC.

3/2/26 RBerry- Updated due date based on customer request.


2/13 KSmith -- Scheduled for 3/24 per Tammy's request. 9-11am on WO-01327047. Tammy turned down several dates prior to due date.

2/13 KSmith -- Provided Tammy our updated available dates and am awaiting response

2/11 KSmith -- Tammy advised the unit is onsite but they have a lot of dentals schedules so the install might need to be pushed out a few weeks. Provided available dates in February and March and am awaiting response

2/11 KSmith -- Emailed Tammy advising the unit was scheduled to ship yesterday and should be arriving next week.

2/2 KSmith -- Goes to Darek K

🔧 Work Performed
INSTALLED NEW VETPRO DC 2.0 82" REACH W/TWO STUD MOUNT SN V2886547.
🔍 Technician Findings
INSTALL NEW VETPRO DC 2.0 82" REACH W/TWO STUD MOUNT SN V2886547.
⚠️ Problem Description
This install is for Darek Kirkpatrick. VI-USA DENTAL IMAGING INSTALLATION, USA 02/10/2026 1 881.00 881.00 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCV8-G2X/H Description: VETPRO DC 2.0, 82" REACH W/TWO STUD MOUNT Serial Number: Scheduled Ship Date: 2/10/26 Sales Order #: 8688777 Customer PO #: 4603286732 All Midmark Progeny WOs: Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Dec 17, 10:46 AM
Case Number: 00552394
Subject: Vet Order - Laurelton Animal Hospital - Webster, NY - SO #8688779
Status: Closed
📋
2 Work Order Created Dec 17, 1:41 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 4m
🚨 37.0 business days
📅
Status: Ready for Scheduling by Dave Creditt Feb 10, 2:46 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 55d 1h
👷
2 Status: Assigned Feb 11, 8:21 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Darek Kirkpatrick
3.0 business days
🗓️
2 Status: Scheduled Feb 13, 9:05 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-24T14:00:00.000+0000
🚨 27.0 business days
🔧
Status: Tech On Site by Darek Kirkpatrick Mar 24, 10:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 39d 0h
⏱️
2 Labor Added Mar 24, 12:57 PM
Labor Added → Status: Completed
✔️
Status: Completed by Darek Kirkpatrick
From: Tech On Site
To: Completed
Duration in Previous: 2h 49m
⏱️
2 2x Labor Added Mar 24, 3:02 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Darek Kirkpatrick
From: Completed
To: Closed
Duration in Previous: 2h 4m
4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 27, 12:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
2.0 business days
💵
3 Status: Billing Review Mar 30, 3:29 PM
Status: Billing Review → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Nancy Suarez
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 1m, 0m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.0 business days
🧾
Invoice Created Apr 3, 2:39 PM
Invoice Number: SM-257825

Bottlenecks

L2 Screening
Duration: 36.7 business days (threshold: 1.0 business days)
Exceeded by 35.7 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 27.0 business days (threshold: 2.0 business days)
Exceeded by 25.0 business days
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business hours

🔗 Related Artifacts

📞
Case 00552394
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Mar 24, 10:00 AM
Created
Dec 17, 1:41 PM
Invoice #
SM-257825

Work Details (3)

Name Type Status Qty Amount Date
WL-03156911 Labor Open 2.25 $247.50 Mar 24, 12:57 PM
WL-03157086 Labor Open 1.75 $0.00 Mar 24, 3:02 PM
WL-03157087 Travel Open 95 $230.00 Mar 24, 3:02 PM

Details