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← WO Overview

WO-01327315 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Heart & Soul Veterinary Center — 1902 64th Ave W, Tacoma WA, 98466-6231

Dec 18, 2025 → Jan 29, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 24, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 29)
⏸ 19d excluded (parts wait + holding)
✗ SLA Missed (16d late)
Dispatch 0.0d
Material Management 15.2d
Coordinators 18.5d
Field Work 1.7d
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
15.2 days
Over SLA
Coordinators
18.5 days
Over SLA
Field Work
1.7 days
Over SLA
Billing
1.5 days
Over SLA
Created: Dec 18, 2025 Due: Jan 30, 2026 Completed: Jan 30, 2026 (on time)
📅
30.7 days Total Age
⏱️
11.0d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
22.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 6, 2026
Visit 2 Jan 29, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552970
Midmark Service Request Dispatch Authorization - WO-00139051
Closed
Zone 1 WD table not heating sn#0225S154 Call mobile number to schedule service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 745160 499-0005-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jerry Johnson
Owner
Jessica Sells
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327315 (current) Invoiced
Repair • Tim Holman
Created: Dec 18, 2025 • Closed: Jan 29, 2026
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 11.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 22.4 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
13.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
4.2d
Scheduled
5.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
11.0d / 3.0d SLA
Completed
1.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-26 Mburris called spoke with Jerry and set for 1-29 9am

1/21 KHardison: No ETA. Updated due date.

Ship To Name: Heart & Soul Veterinary Center Ship To Address: 1902 64th Ave W Ship To City/State: Tacoma, WA 98466-6231 Waybill (Tracking #): 1ZE444250348555202 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 300-2005-00 SERIAL #: DESCRIPTION: REPLACEMENT DENTAL TOP ASM 60" W/HEAT

1-5 Mburris called spoke with Jerry and set 1-6 2pm

12/24/2025 JRolston - Per UPS, ETA on wb 1ZE444250346150723 is Monday, 1/5. Updated work order accordingly.


12/18/2025jsells

spoke with Kelsey, and I gave her the work order number and told her a coordinator would be calling to schedule the visit

🔧 Work Performed
1.29 returned and replaced table top. tested with success, show staff results. 1.6 replace control box. tested for 20 min but still wouldn't heat. tested voltage out of box and it works, called midmark and we discovered a scorched wire on heater. Showed midmark and they agreed that a new top is needed. They are sending a new one out. 300-2005-00
🔍 Technician Findings
table top not heating.
⚠️ Problem Description
Zone 1 WD table not heating sn#0225S154 Call mobile number to schedule service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 745160 499-0005-00 1.00000
📄 Description
Midmark Hydraulic Column Surgery Table, V-Top, Flat-Top

Timeline

📞
Case Linked Dec 18, 3:38 PM
Case Number: 00552970
Subject: Midmark Service Request Dispatch Authorization - WO-00139051
Status: Closed
📋
Work Order Created Dec 18, 4:34 PM
Work Order: WO-01327315
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Dec 18, 4:42 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
3 Technician Assigned Dec 18, 5:10 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 28m
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 4.8 business days
📅
Status: Ready for Scheduling by John Rolston Dec 24, 9:49 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5d 16h
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 1:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-06T22:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Jan 6, 3:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
5x Labor Added Jan 6, 7:37 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 50, 40
📦
▶
2 Parts Requested Jan 6, 7:44 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tim Holman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 3h 57m
🚨 11.5 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Jan 21, 8:31 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14d 12h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Jan 26, 12:36 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 5d 4h
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Jan 29, 12:56 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 40
✔️
Status: Completed by Tim Holman Jan 29, 1:12 PM
From: Tech On Site
To: Completed
Duration in Previous: 15m
🏁
Status: Closed by Tim Holman Jan 29, 10:20 PM
From: Completed
To: Closed
Duration in Previous: 9h 7m
⏳ 2.2 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 2, 2:59 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 16h
📨
▶
2 Status: Invoice Pending Feb 3, 11:09 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 9.0 business days
🧾
Invoice Created Feb 13, 1:08 PM
Invoice Number: SM-252880

Bottlenecks

Ready for Scheduling
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Awaiting Parts
Duration: 11.0 business days (threshold: 3.0 business days)
Exceeded by 8.0 business days
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00552970
Closed
📦
Parts Order 00087750
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Jan 29, 12:00 PM
Created
Dec 18, 4:34 PM
Invoice #
SM-252880

Work Details (8)

Name Type Status Qty Amount Date
WL-03055504 Labor Open 1.5 $0.00 Jan 6, 7:37 PM
WL-03055505 Labor Open 1.5 $165.00 Jan 6, 7:37 PM
WL-03055506 Labor Open 1.5 $0.00 Jan 6, 7:37 PM
WL-03055507 Travel Open 50 $110.00 Jan 6, 7:37 PM
WL-03055508 Travel Open 40 $0.00 Jan 6, 7:37 PM
WL-03083341 Labor Open 1.5 $0.00 Jan 29, 12:59 PM
WL-03083342 Labor Open 1.5 $165.00 Jan 29, 12:59 PM
WL-03083343 Travel Open 40 $110.00 Jan 29, 12:59 PM

Details