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WO-01327980 ↗ ServiceMax

MIDMARK • Installation • PC

📍 MOUNTAIN VETERINARY HOSPITAL — 3413 Mt Baker Hwy, Bellingham WA, 98226

Dec 24, 2025 → Mar 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 16, 2026
✓ SLA Met (6 biz days early)
Active: 48 biz days
🕐 Clock stopped: Completed (Mar 7, 2026)
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Dec 26, 2025
1 business day (counted)
Running total: 1 of ? biz days used
24d
▶ Clock Running
Status: Assigned
Dec 26 → Feb 2, 2026
24 business days (counted)
Running total: 25 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 12, 2026
8 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 33 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Feb 12 → Mar 6, 2026
15 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 7, 2026
0 business days (counted)
Running total: 48 of ? biz days used
Created: Dec 24, 2025 Completed: Mar 7, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0
Dec 24 → Dec 24 L2 Screening ▶ Running 0 0
Dec 24 → Dec 26 Ready for Scheduling ▶ Running 1 1
Dec 26 → Feb 2 Assigned ▶ Running 24 25
Feb 2 → Feb 12 Scheduled ▶ Running 8 33
Feb 12 → Feb 12 Tech On Site ▶ Running 0 33
Feb 12 → Mar 6 Scheduled ▶ Running 15 48
Mar 6 → Mar 7 Tech On Site ▶ Running 0 48
Dispatch 0.0d
Coordinators 50.6d
Field Work 0.8d
Billing 1.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
50.6 days
Over SLA
Field Work
0.8 days
Billing
1.7 days
Over SLA
Created: Dec 24, 2025 Due: Mar 16, 2026 Completed: Mar 7, 2026 (9 days early)
📅
49.0 days Total Age
⏱️
24.6d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
46.8d over Total Delay
📦
0 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 Feb 12, 2026
Visit 2 Mar 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553879
Vet Order - Mountain Veterinary Hospital - Bellingham, WA - SO #8690221
Closed
This install is for Tim Holman. Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: Scheduled Ship Date: 2-16-26 Sales Order #: 8690218 Customer PO #: 4603290087 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form
Priority
High
Origin
Email
Reason
New Case
Contact
Amanda Eklund
Owner
Sherry Reich
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327980 (current) Invoiced
Installation • Tim Holman
Created: Dec 24, 2025 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 235 days old
🚨
Primary Delay 24.6 days stuck in "Assigned"
⏱️
Total Delay 46.8 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
0.0d / 1.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
24.6d / 0.5d SLA
Scheduled
24.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-2 Mburris email from POC Amanda for 2-12 9am

2-2 Mburris email sent to POC

🔧 Work Performed
3.6.26 returned and installed Xray, tested with success, show staff how to use. 2.12 Consult with POC abt when Xray will be in and talk to Michael about rescheduling.
🔍 Technician Findings
Upon arvl I found that the X-ray hadn't been delivered yet. Arrival dates got mixed. up. Need to reschedule.
⚠️ Problem Description
This install is for Tim Holman. Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: Scheduled Ship Date: 2-16-26 Sales Order #: 8690218 Customer PO #: 4603290087 All Midmark Progeny Mandatory documents: FDA 2579 Form Signed OM Form

Timeline

📞
Case Linked Dec 23, 1:18 PM
Case Number: 00553879
Subject: Vet Order - Mountain Veterinary Hospital - Bellingham, WA - SO #8690221
Status: Closed
📋
▶
2 Work Order Created Dec 24, 8:39 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 3m
📅
Status: Ready for Scheduling by Dave Creditt Dec 24, 8:54 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 11m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Dec 26, 2:13 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 4:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-12T17:00:00.000+0000
⚠️ 8.9 business days
🔧
Status: Tech On Site by Tim Holman Feb 12, 12:54 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 20h
🗓️
▶
2 Status: Scheduled Feb 12, 1:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-16T17:00:00.000+0000
⏱️
5x Labor Added Feb 12, 3:37 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 0.5, 2.5, 90, 110
🚨 16.0 business days
📅
Dispatch Scheduled by Michael Burris Mar 6, 11:00 AM
Scheduled For: 2026-03-06T17:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Mar 6, 1:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 0h
⏱️
▶
2 3x Labor Added Mar 6, 10:26 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 23m, 0m
⏳ 2.2 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 10, 2:40 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 15h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Mar 11, 3:20 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Mar 12, 8:20 PM
Invoice Number: SM-256235

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 24.6 business days (threshold: 4.0 business hours)
Exceeded by 24.1 business days
Scheduled
Duration: 8.3 business days (threshold: 2.0 business days)
Exceeded by 6.3 business days
Scheduled
Duration: 15.7 business days (threshold: 2.0 business days)
Exceeded by 13.7 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours

🔗 Related Artifacts

📞
Case 00553879
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Tim Holman
Scheduled
Mar 6, 12:00 PM
Created
Dec 24, 8:39 AM
Invoice #
SM-256235

Work Details (8)

Name Type Status Qty Amount Date
WL-03103268 Labor Open 1.5 $0.00 Feb 12, 3:37 PM
WL-03103269 Labor Open 0.5 $55.00 Feb 12, 3:37 PM
WL-03103270 Labor Open 2.5 $0.00 Feb 12, 3:37 PM
WL-03103271 Travel Open 90 $0.00 Feb 12, 3:37 PM
WL-03103272 Travel Open 110 $230.00 Feb 12, 3:37 PM
WL-03134674 Labor Open 3 $0.00 Mar 6, 10:26 PM
WL-03134675 Labor Open 2.5 $275.00 Mar 6, 10:26 PM
WL-03134676 Travel Open 110 $230.00 Mar 6, 10:26 PM

Details