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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327727 ↗ ServiceMax

MIDMARK • Repair • P4

📍 One Love Animal Hospital — 8209 3rd Ave, Brooklyn NY, 11209

Dec 23, 2025 → Feb 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 30, 2025
✗ SLA Missed (16 biz days late)
Active: 20 biz days
Paused: 19 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 23 → Jan 14, 2026
14 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 14 → Jan 23, 2026
6 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Completed
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Jan 23 → Jan 30, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Feb 2, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
13d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 20, 2026
13 business days (counted)
Running total: 20 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 20 of 4 biz days used
Created: Dec 23, 2025 Completed: Feb 20, 2026
Business Days Used 20 / 4
0 4d budget +16d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 23 Created ▶ Running 0 0 / 4
Dec 23 → Dec 23 Ready for Scheduling ▶ Running 0 0 / 4
Dec 23 → Dec 23 Assigned ▶ Running 0 0 / 4
Dec 23 → Jan 14 Awaiting Parts - Customer ⏸ Paused 14 —
Jan 14 → Jan 14 Reschedule ▶ Running 0 0 / 4
Jan 14 → Jan 14 Assigned ▶ Running 0 0 / 4
Jan 14 → Jan 23 Scheduled ▶ Running 6 6 / 4
Jan 23 → Jan 23 Completed ▶ Running 0 6 / 4
Jan 23 → Jan 30 Awaiting Parts ⏸ Paused 5 —
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 6 / 4
Jan 30 → Feb 2 Assigned ▶ Running 1 7 / 4
Feb 2 → Feb 2 Entered ▶ Running 0 7 / 4
Feb 2 → Feb 2 Assigned ▶ Running 0 7 / 4
Feb 2 → Feb 20 Scheduled ▶ Running 13 20 / 4
Feb 20 → Feb 20 Tech On Site ▶ Running 0 20 / 4
Dispatch 0.0d
Material Management 21.0d
Coordinators 21.8d
Field Work 0.1d
Billing 1.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
21.0 days
Over SLA
Coordinators
21.8 days
Over SLA
Field Work
0.1 days
Billing
1.1 days
Over SLA
Created: Dec 23, 2025 Due: Feb 9, 2026 Completed: Feb 20, 2026 (10 days late)
📅
39.4 days Total Age
⏱️
15.0d in Awaiting Parts - Customer Longest Stage
🔄
16 transitions Status Changes
⚠️
20.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Pete Ramos — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 22, 2026
Visit 2 Feb 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553652
Midmark Service Request Dispatch Authorization - WO-00140125
Closed
Zone 1 NWD SN0519s381 Heating issue - Special Billing Earliest available date that the part to ship would be 1/13/26. Mon, Tues, and Fridays would be the best day to reach Jen. 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!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jen Multari
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327727 (current) Invoiced
Repair • Pete Ramos
Created: Dec 23, 2025 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 233 days old
🚨
Primary Delay 15.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 20.6 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
0.7d / 1.0d SLA
Awaiting Parts - Customer
15.0d
Reschedule
0.1d / 2.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
19.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/6 KSmith -- Jen emailed asking if we could change the service date to February 19th. Scheduled for 2/19, arrival between 9-11am.

2/2 KSmith -- Site was offered 2/5 but Jen requested 2/12. Scheduled for 2/12 with Jen. 9-11am

2/2 KSmith -- Sent email to schedule for Thursday (DT)

1/30/26 SReich

Order No: 750935 Customer PO No: SR1512496 Customer: One Love Animal Hospital Service Request NO: 1512496 Ship To Name: One Love Animal Hospital Ship To Address: 8209 3rd Ave Ship To City/State: Brooklyn, NY 11209-4401 Waybill (Tracking #): 1ZE444250348398301 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 300-2001-00 SERIAL #: DESCRIPTION: REPLACEMENT V-TOP ASM, 60" - W/ HEAT


1/22 SRogers: Updated to awaiting parts. Awaiting response from Midmark to determine if a new V Top will be sent or if the entire table will be replaced.

1/14 KSmith -- Site requested Thursdays only. Scheduled for 1/22 with POC. 9-11am

1/14 KSmith -- Sent email to schedule for 1/19

01/13/2025 SRobinson- Order No: 745679


Customer PO No: SR1512496


Customer: One Love Animal Hospital


Service Request NO: 1512496


Ship To Name: One Love Animal Hospital


Ship To Address: 8209 3rd Ave    


Ship To City/State: Brooklyn, NY 11209-4401


Waybill (Tracking #): 1ZE444250346975799


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 12-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 300-2001-00 SERIAL #: DESCRIPTION: REPLACEMENT V-TOP ASM, 60" - W/ HEAT


12/23/2025jsells

left a voicemail with the work order number and I told Jen someone will call her to schedule

🔧 Work Performed
1/22/26 Replaced V-Top table and table did not heat up sufficiently for enough customer.Table also had dents.After speaking with Midmark it was decided they would send another table after they received pictures of the dents on the table. 2/19/26 Tech arrived on site and replaced the tabletop on the unit. The technician inspected the tabletop for heat and confirmed it heated properly after 20 minutes. The technician reassembled the three gas springs and the side rails on the tabletop, then checked all functions. The unit is now working properly.
🔍 Technician Findings
Surgery Table not heating up
⚠️ Problem Description
Zone 1 NWD SN0519s381 Heating issue - Special Billing Earliest available date that the part to ship would be 1/13/26. Mon, Tues, and Fridays would be the best day to reach Jen. 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 Hydraulic Column Surgery Table, V-Top, Flat-Top

Timeline

📞
Case Linked Dec 22, 4:30 PM
Case Number: 00553652
Subject: Midmark Service Request Dispatch Authorization - WO-00140125
Status: Closed
📋
▶
2 Work Order Created Dec 23, 9:08 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 23, 10:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 47m, 0m
🚨 15.0 business days
🔄
Status: Reschedule by Kourtney Smith Jan 14, 9:38 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 21d 23h
👷
▶
4 Technician Assigned Jan 14, 10:28 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 50m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-22T14:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 6.0 business days
⏱️
3x Labor Added Jan 22, 8:47 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 5.25, 32
✔️
Status: Completed by Edward Arias Jan 22, 9:25 PM
From: Scheduled
To: Completed
Duration in Previous: 8d 10h
📦
▶
2 Parts Requested Jan 22, 9:46 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Completed
To: Awaiting Parts
Duration in Previous: 21m
⚠️ 6.3 business days
📅
Status: Ready for Scheduling by Sherry Reich Jan 30, 11:23 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 13h
👷
▶
2 Technician Assigned Jan 30, 4:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 52m
⏳ 2.0 business days
🆕
▶
4 Status: Entered Feb 2, 10:09 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Pete Ramos
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-12T14:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 6, 8:32 AM
Scheduled For: 2026-02-19T14:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Pete Ramos Feb 19, 9:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 11h
⏱️
▶
2 4x Labor Added Feb 19, 9:50 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13m, 0m
⏳ 2.3 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 23, 6:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
📨
▶
2 Status: Invoice Pending Feb 24, 1:41 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 94.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254770

Bottlenecks

Scheduled
Duration: 6.3 business days (threshold: 2.0 business days)
Exceeded by 4.3 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Scheduled
Duration: 13.3 business days (threshold: 2.0 business days)
Exceeded by 11.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours

🔗 Related Artifacts

📞
Case 00553652
Closed
📦
Parts Order 00088925
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Feb 19, 9:00 AM
Created
Dec 23, 9:08 AM
Invoice #
SM-254770

Work Details (7)

Name Type Status Qty Amount Date
WL-03076072 Labor Open 1.5 $0.00 Jan 22, 8:47 PM
WL-03076073 Labor Open 5.25 $577.50 Jan 22, 8:47 PM
WL-03076074 Travel Open 32 $110.00 Jan 22, 8:47 PM
WL-03113219 Labor Open 1.75 $0.00 Feb 19, 9:50 PM
WL-03113220 Labor Open 2 $220.00 Feb 19, 9:50 PM
WL-03113221 Travel Open 61 $110.00 Feb 19, 9:50 PM
WL-03113222 Expenses Open 1 $0.00 Feb 19, 9:50 PM

Details