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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327073 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Ark Animal Hospital — 1164 Pearl Rd,, BRUNSWICK, OH, 44212

Dec 17, 2025 → Jan 19, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 23, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 19)
⏸ 20d excluded (parts wait + holding)
✗ SLA Missed (7d late)
Dispatch 0.0d
Material Management 15.0d
Coordinators 9.8d
Field Work 1.2d
Billing 5.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
15.0 days
Over SLA
Coordinators
9.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
5.0 days
Created: Dec 17, 2025 Due: Jan 21, 2026 Completed: Jan 19, 2026 (2 days early)
📅
23.5 days Total Age
⏱️
15.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
18.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Dustin Antolin — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 23, 2025
Visit 2 Jan 16, 2026
Visit 3 Jan 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552486
Midmark Service Request Dispatch Authorization - WO-00138522
Closed
Zone 1 Dispatch Type Repair Email info@arkpetvet.com PROBLEM SUMMARY NWD Only going halfway down SN0611pen032 ADDITIONAL NOTES 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
Jennifer Mills
Owner
Kimberly Hardison
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327073 (current) Invoiced
Repair • Dustin Antolin
Created: Dec 17, 2025 • Closed: Jan 19, 2026
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 15.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 18.5 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
9.6d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Awaiting Parts
15.0d / 3.0d SLA
Reschedule
0.2d / 2.0d SLA
Closed
4.3d / 1.0d SLA
WO Correction Needed
5.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16/2026 CRamen left a vm for Jennifer to return call to schedule for Monday 1/19/2026 with tech arrival between 10-12. Called back and confirmed.


1/16/2026 CRamen left a vm for Jennifer to return call to schedule for Monday 1/19/2026 with tech arrival between 12-2


1/16/2026 CRamen email from BGreen: This wo will need rescheduled. Spoke to midmark and a second tech is needed. Will have to separate table from column of unit and athe second tech is needed to help lift and move this thing around. 


1/15/2026 CRamen Jennifer called and stated that all parts have been received and are good for scheduled repairs for tomorrow. Call logged on WO-01332960


1/14 KHardison: No ETA. Updated due date.

Ship To Name: Ark Animal Hospital Ship To Address: 1164 Pearl Rd Ship To City/State: BRUNSWICK, OH 44212 Waybill (Tracking #): 1ZE444250370258563 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 201-5640-40 SERIAL #: DESCRIPTION: PRE 2016 SELF-RETRACTING CORD FOR LIFT EXAMS

1/13/2026 CRamen spoke with Susan and she said parts were received for the Dental unit but not the table yet. Call logged on WO-01332968. Wants scheduled for Friday 1/16/2026 with tech arrival between 8-10am. Talked to James at Midmark and he said parts ship tomorrow 1/14


12/17/25 RBerry- Spoke with Jennifer Mills, scheduled for 12/23/25 arrival time between 8-10AM. 


12/17 KHardison - Spoke to Jennifer, regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
Removed top actuator cable and verified no continuity with multimeter. Parts ordered through Midmark tech support. 1/16/2025 BG started repair. unable to get to top section of cable to replace. called midmark. midmark advised a second tech will be needed to separate table from column to get to cable. rescheduled with second tech 1/19/2025 BG replaced cable tested unit unit working as intended and placed back into service PN not in system.
🔍 Technician Findings
Table not lifting up fully. Top actuator not operating. Top actuator cable worn, no continuity.
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email info@arkpetvet.com PROBLEM SUMMARY NWD Only going halfway down SN0611pen032 ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark Peninsula (series) Folding Lift Table (MN: 101-5640-31, 101-5640-37, 110-3310-10, 110-3310-21)

Timeline

📞
Case Linked Dec 17, 1:29 PM
Case Number: 00552486
Subject: Midmark Service Request Dispatch Authorization - WO-00138522
Status: Closed
📋
Work Order Created Dec 17, 3:17 PM
Work Order: WO-01327073
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 17, 3:24 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
4 Technician Assigned Dec 17, 3:50 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-23T13:45:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Dustin Antolin Dec 23, 9:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 17h
⏱️
3x Labor Added Dec 23, 8:09 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 35
📦
▶
2 Parts Requested Dec 23, 8:34 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dustin Antolin
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 11h 0m
🚨 15.4 business days
🆕
▶
4 Status: Entered Jan 13, 1:57 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Brandon Green
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-16T16:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Charles Ramen Jan 16, 12:55 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 22h
🗓️
▶
2 Status: Scheduled Jan 16, 2:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-19T15:00:00.000+0000
⏱️
5x Labor Added Jan 16, 5:46 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 85
📅
Dispatch Scheduled by Charles Ramen Jan 16, 6:14 PM
Scheduled For: 2026-01-19T14:30:00.000+0000
⏳ 1.7 business days
⏱️
▶
2 3x Labor Added Jan 19, 2:30 PM
3x Labor Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Jan 19, 4:52 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.25, 85
✔️
Status: Completed by Brandon Green Jan 19, 4:58 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 2h, 0m
⏳ 3.9 business days
👷
▶
2 Technician Assigned Jan 22, 2:52 PM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 21h
⚠️ 5.0 business days
🏁
Status: Closed by Dustin Antolin Jan 28, 11:08 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 8h
📄
▶
3 Status: Ready to Bill Jan 29, 11:07 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-252501

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Awaiting Parts
Duration: 15.0 business days (threshold: 3.0 business days)
Exceeded by 12.0 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00552486
Closed
📦
Parts Order 00087256
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Dustin Antolin
Scheduled
Jan 19, 9:30 AM
Created
Dec 17, 3:17 PM
Invoice #
SM-252501

Work Details (16)

Name Type Status Qty Amount Date
WL-03046829 Labor Open 0.75 $0.00 Dec 23, 8:09 PM
WL-03046830 Labor Open 0.75 $82.50 Dec 23, 8:09 PM
WL-03046831 Travel Open 35 $110.00 Dec 23, 8:09 PM
WL-03068650 Labor Open 1.5 $0.00 Jan 16, 5:46 PM
WL-03068651 Labor Open 1.5 $165.00 Jan 16, 5:46 PM
WL-03068652 Labor Open 1.5 $0.00 Jan 16, 5:46 PM
WL-03068653 Travel Open 85 $110.00 Jan 16, 5:46 PM
WL-03068654 Travel Open 85 $0.00 Jan 16, 5:46 PM
WL-03070542 Labor Open 1 $0.00 Jan 19, 2:30 PM
WL-03070543 Labor Open 1.25 $137.50 Jan 19, 2:30 PM
WL-03070544 Travel Open 35 $110.00 Jan 19, 2:30 PM
WL-03070550 Parts Open 1 $0.00 Jan 19, 2:35 PM
WL-03070551 Expenses Open 1 $0.00 Jan 19, 2:35 PM
WL-03070809 Labor Open 2 $0.00 Jan 19, 4:52 PM
WL-03070810 Labor Open 1.25 $137.50 Jan 19, 4:52 PM
WL-03070811 Travel Open 85 $110.00 Jan 19, 4:52 PM

Details