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← WO Overview

WO-01328282 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Pets First Veterinary Clinic — 7685 Corporate Blvd Ste F&G, Plain City OH, 43064

Dec 29, 2025 → Jan 5, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 2, 2026
🕐 Clock stopped: Completed (Jan 6)
✗ SLA Missed (3d late)
Dispatch 0.0d
Material Management 0.3d
Coordinators 5.9d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
5.9 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Dec 29, 2025 Due: Jan 7, 2026 Completed: Jan 6, 2026 (1 days early)
📅
6.1 days Total Age
⏱️
4.3d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554592
Midmark Service Request Dispatch Authorization - WO-00142347
Closed
Zone 2 Dispatch Type Repair Email petsfirst@petsfirstveterinary.com PROBLEM SUMMARY NWD | usb communication issues ADDITIONAL NOTES Imaging/X-Ray Dispatch. Replace sensor plug in assembly first - proceed with replacing the rest if issues continue - OK to send unused parts back. Closes at 12pm on Wednesdays. 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 3. Thank you! Ship Exchanged Open 746253 E1-13044-L16 1.00000 Ship Exchanged Open 746253 002-10395-00 1.00000 Ship Exchanged Open 746253 45-A2008 1.00000 X-Ray WO’s for TX, AR, NC, OH, MN Mandatory documents: FDA 2579 Form EPE Form
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Pflug
Owner
Kimberly Hardison
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328282 (current) Invoiced
Repair • Franco Jackson
Created: Dec 29, 2025 • Closed: Jan 5, 2026
Completed with minor delays
Invoiced • 136 days old
🚨
Primary Delay 4.3 days stuck in "Scheduled"
⏱️
Total Delay 4.4 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
1.6d / 1.0d SLA
Awaiting Parts - Customer
0.3d
Assigned
0.0d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30/2025 CRamen spoke with Ashley 724-730-7339 and scheduled for Monday 1/5/2025 with tech arrival between 8-10am 


12/30/2025 SRobinson- Order No: 746253


Customer PO No: SR1513386


Customer: Pets First Veterinary Clinic


Service Request NO: 1513386  


Ship To Name: Pets First Veterinary Clinic


Ship To Address: 7685 Corporate Blvd Ste F&G   


Ship To City/State: Plain City, OH 43064-7620


Waybill (Tracking #): 1ZE444250348554721


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 30-DEC-2025


LINE NO: 1.1 QTY: 1 ITEM: 45-A2008 SERIAL #: DESCRIPTION: SENSOR PLUG-IN ASSEMBLY, USB


LINE NO: 2.1 QTY: 1 ITEM: 002-10395-00 SERIAL #: DESCRIPTION: USB SERVICE REPLACEMENT KIT


LINE NO: 3.1 QTY: 1 ITEM: E1-13044-L16 SERIAL #: DESCRIPTION: CABLE ASM USB MINI B EXT, 1.6M


12/29 KHardison - Spoke to Ashley regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts.

🔧 Work Performed
5jan2026 fjackson found cable from laptop to unit came disconnected inside, reconnected and secured with a zip tie, verified operating properly, showed POC , no parts used, called midmark to have a return shipping label sent to the customer to ship unused parts back
🔍 Technician Findings
laptop not seeing sensor unless sensor plugged in directly to laptop
⚠️ Problem Description
Zone 2 Dispatch Type Repair Email petsfirst@petsfirstveterinary.com PROBLEM SUMMARY NWD | usb communication issues ADDITIONAL NOTES Imaging/X-Ray Dispatch. Replace sensor plug in assembly first - proceed with replacing the rest if issues continue - OK to send unused parts back. Closes at 12pm on Wednesdays. 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 3. Thank you! Ship Exchanged Open 746253 E1-13044-L16 1.00000 Ship Exchanged Open 746253 002-10395-00 1.00000 Ship Exchanged Open 746253 45-A2008 1.00000 X-Ray WO’s for TX, AR, NC, OH, MN Mandatory documents: FDA 2579 Form EPE Form
📄 Description
Midmark Progeny VetPro Wall Mount x-ray system. (P7015, P7015V-P, DCV5, P7016, DCV6, P7017, DCV7, DCD7, P7018, DCV8)

Timeline

📞
Case Linked Dec 29, 10:06 AM
Case Number: 00554592
Subject: Midmark Service Request Dispatch Authorization - WO-00142347
Status: Closed
📋
▶
2 Work Order Created Dec 29, 2:31 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Dec 30, 1:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 23h 2m, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Dec 30, 4:00 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2h 21m
👷
▶
2 Technician Assigned Dec 30, 4:12 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12m
📅
▶
2 Dispatch Scheduled Dec 30, 4:19 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 6m
⏳ 5.0 business days
🔧
Status: Tech On Site by Robert Jackson Jan 5, 11:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 18h
⏱️
▶
2 3x Labor Added Jan 5, 10:56 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Robert Jackson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 53m, 0m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Jan 7, 3:16 PM
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 11, 10:50 PM
Invoice Number: SM-250711

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00554592
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Franco Jackson
Scheduled
Jan 5, 8:00 AM
Created
Dec 29, 2:31 PM
Invoice #
SM-250711

Work Details (3)

Name Type Status Qty Amount Date
WL-03054431 Labor Open 2 $0.00 Jan 5, 10:56 PM
WL-03054432 Labor Open 0.5 $55.00 Jan 5, 10:56 PM
WL-03054433 Travel Open 121 $110.00 Jan 5, 10:56 PM

Details