Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327891 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Silver Maple Veterinary Clinic — 14993 Kutztown Rd, Kutztown PA, 19530

Dec 23, 2025 → Jan 4, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 29, 2025
🕐 Clock stopped: Completed (Jan 2)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 3.2d
Coordinators 6.5d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.2 days
Coordinators
6.5 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Dec 23, 2025 Due: Jan 5, 2026 Completed: Jan 5, 2026 (on time)
📅
8.6 days Total Age
⏱️
3.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
5.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00553863
Midmark Service Request Dispatch Authorization - WO-00140555
Closed
Zone 1 WD Scaler Leaking Call mobile number to schedule service. Parts are shipping UPS Next Day Air. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 745856 002-11116-00 1.00000 Ship Exchanged Open 745856 002-11020-00 1.00000
Priority
High
Origin
Email
Reason
New Case
Contact
Kyra Miller
Owner
Jessica Sells
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327891 (current) Invoiced
Repair • Philip Krogstad
Created: Dec 23, 2025 • Closed: Jan 4, 2026
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 3.6 days stuck in "Scheduled"
⏱️
Total Delay 5.2 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
2.8d / 1.0d SLA
Awaiting Parts - Customer
3.2d
Assigned
0.1d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/31/25 RBerry- Spoke with Jamie, rescheduled for 1/2/26 with arrival time between 1-3PM. 


12/31/25 RBerry- Sent teams message to SRogers stating: I just received a call from Phil Krogstad and he is asking if WO-01327891 can be rescheduled to Friday. He said that the inspection is going to take longer today and most likely won't get to the repair. Is this okay? 

 The repair is due on 1/5/25 and the inspection is due today

 

Per SRogers in teams chat: I don't see why not - we'll still be within the due date and I'd rather not miss the inspection SLA to cover a repair that isn't due/urgent (if that makes any sense?)


12/31/25 RBerry- Received call from Phil Krogstad, states the inspection scheduled for today is going to take much longer than expected and is requesting that this repair be rescheduled.


12/30 MOwens Kyra called back and said the repair can be completed between 2-5pm on 12/31 since they have dentals before 2pm.

12/30 MOwens Called and spoke to Kyra Miller. She is going to find the parts that were delivered on 12/30 by UPS and call me back to schedule the repair visit.

12/26/25 lcoonrod

Waybill (Tracking #): 1ZE444250172514491 Currently, we are not able to provide the tracking details.  Order No: 745856 Customer PO No: SR1511784 Customer: Midmark No Charge Service Request NO: 1511784 Ship To Name: Silver Maple Veterinary Clinic Ship To Address: 14993 Kutztown Rd Ship To City/State: Kutztown, PA 19530-8300 Waybill (Tracking #): 1ZE444250172514491 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 26-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-11020-00 SERIAL #: DESCRIPTION: KIT, WATER DRAWBACK VALVE LINE NO: 2.1 QTY: 1 ITEM: 002-11116-00 SERIAL #: DESCRIPTION: KIT, AH9000 FOOT CONTROL PARTS


12/23/2025jsells

spoke with Kyra and I gave her the work order number and told her a coordinator will call to schedule

🔧 Work Performed
Water leaking from scaler. Installed new water drawback valve. Rebuilt foot controller with rebuild kit. Test dental unit.
🔍 Technician Findings
Check in with manager. Dental unit is in use. Waited 1hr to have access to dental unit. Water leaking from scaler.
⚠️ Problem Description
Zone 1 WD Scaler Leaking Call mobile number to schedule service. Parts are shipping UPS Next Day Air. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 745856 002-11116-00 1.00000 Ship Exchanged Open 745856 002-11020-00 1.00000
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Dec 23, 12:50 PM
Case Number: 00553863
Subject: Midmark Service Request Dispatch Authorization - WO-00140555
Status: Closed
📋
▶
2 Work Order Created Dec 23, 3:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 23, 5:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 15m, 0m
⏳ 3.8 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 26, 2:05 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2d 20h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 30, 1:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 23h
📅
▶
2 Dispatch Scheduled Dec 30, 2:20 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 53m
📅
Dispatch Scheduled by Rhea Berry Dec 31, 10:16 AM
Scheduled For: 2026-01-02T18:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Philip Krogstad Jan 2, 12:27 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
▶
2 3x Labor Added Jan 2, 2:21 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Philip Krogstad
From: Tech On Site
To: Completed
Duration in Previous: 1h 55m
⏱️
2x Labor Added Jan 2, 3:05 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
⏳ 1.0 business days
🏁
Status: Closed by Philip Krogstad Jan 4, 8:46 PM
From: Completed
To: Closed
Duration in Previous: 2d 6h
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 7, 11:56 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Jan 9, 12:49 PM
Invoice Number: SM-250686

Bottlenecks

Ready for Scheduling
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00553863
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Philip Krogstad
Scheduled
Jan 2, 1:30 PM
Created
Dec 23, 3:57 PM
Invoice #
SM-250686

Work Details (5)

Name Type Status Qty Amount Date
WL-03052611 Labor Open 1.75 $0.00 Jan 2, 2:21 PM
WL-03052612 Labor Open 2 $220.00 Jan 2, 2:21 PM
WL-03052613 Travel Open 70 $110.00 Jan 2, 2:21 PM
WL-03052646 Labor Open 0.5 $0.00 Jan 2, 3:05 PM
WL-03052647 Travel Open 10 $0.00 Jan 2, 3:05 PM

Details