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WO-01328303 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Taconic Rte 202 24 Hr Vet Center — 3655 Crompond Rd, Cortlandt Manor NY, 10567-7213

Dec 29, 2025 → Jan 9, 2026

✅ Completed
PC Per client agreement
Target: Jan 26, 2026
🕐 Clock stopped: Completed (Jan 9)
✓ SLA Met (17d early)
Dispatch 1.3d
Coordinators 10.4d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
1.3 days
Over SLA
Coordinators
10.4 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 29, 2025 Due: Jan 26, 2026 Completed: Jan 9, 2026 (17 days early)
📅
9.3 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
8.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00554640
Vet Order - Taconic Veterinary Center - Cortlandt Manor, NY - SO #8691380
Closed
This installation is for David Trost. VI-USA DENTAL IMAGING INSTALLATION, USA 12/26/2025 1 0.01 0.01 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: L1202024 Scheduled Ship Date: CUSTOMER ALREADY HAS Sales Order #: 8568672 Customer PO #: N177058 All x-ray WOs: Mandatory documents: FDA 2579 Form
Priority
High
Origin
Email
Reason
New Case
Contact
Tracy Beery
Owner
Kimberly Hardison
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328303 (current) Invoiced
Installation • David Trost
Created: Dec 29, 2025 • Closed: Jan 9, 2026
Completed with minor delays
Invoiced • 136 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 8.2 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
L2 Screening
1.3d / 1.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
3.6d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5 KSmith -- Scheduled for 1/9 with Suzanne. 9-11am. Maria Mejia is the POC on 1/9

1/5 KSmith -- Per Tracy need to schedule with Suzanne

suzanne.sudol@taconicvet.com

1/5 KSmith -- Sent email to schedule for Friday

12/31/25 RBerry- LM with Tracy Beery to discuss scheduling. 

🔧 Work Performed
Delivery was made to the front door on the first floor. Customer requested unit be brought to the second floor. They had an elevator but had a power outage. Local power authority was also blocking the elevator with equipment. Some time taken to allow them to make way for the X-ray unit.  Performed and completed installation procedures on this unit. Installed the laptop tray. Unit passes functional testing and has been issued into service.  Basic training performed to Maria as well as some staff. 15 minute wait for Maria to become available for training. 
🔍 Technician Findings
Delivery was made to the front door on the first floor. Customer requested unit be brought to the second floor. They had an elevator but had a power outage. Local power authority was also blocking the elevator with equipment. Some time taken to allow them to make way for the X-ray unit.  Performed and completed installation procedures on this unit. Installed the laptop tray. Unit passes functional testing and has been issued into service.  Basic training performed to Maria as well as some staff. 15 minute wait for Maria to become available for training. 
⚠️ Problem Description
This installation is for David Trost. VI-USA DENTAL IMAGING INSTALLATION, USA 12/26/2025 1 0.01 0.01 ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: L1202024 Scheduled Ship Date: CUSTOMER ALREADY HAS Sales Order #: 8568672 Customer PO #: N177058 All x-ray WOs: Mandatory documents: FDA 2579 Form

Timeline

📞
Case Linked Dec 29, 11:49 AM
Case Number: 00554640
Subject: Vet Order - Taconic Veterinary Center - Cortlandt Manor, NY - SO #8691380
Status: Closed
📋
▶
2 Work Order Created Dec 29, 4:23 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Dave Creditt Dec 30, 8:01 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 15h 36m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 31, 2:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 6h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 12:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-09T14:30:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 6x Labor Added Jan 9, 6:29 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled
To: Completed
Duration in Previous: 4d 6h
⏳ 0.7 business days
🏁
Status: Closed by David Trost Jan 11, 3:01 PM
From: Completed
To: Closed
Duration in Previous: 1d 20h
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 13, 3:36 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 0h, 0m
🧾
▶
2 Invoice Created Jan 13, 3:42 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m

Bottlenecks

L2 Screening
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 3.6 business days (threshold: 4.0 business hours)
Exceeded by 3.1 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00554640
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
David Trost
Scheduled
Jan 9, 9:30 AM
Created
Dec 29, 4:23 PM
Invoice #
SM-251104

Work Details (6)

Name Type Status Qty Amount Date
WL-03060281 Labor Open 1.75 $0.00 Jan 9, 6:29 PM
WL-03060282 Labor Open 3.5 $385.00 Jan 9, 6:29 PM
WL-03060283 Labor Open 1.5 $0.00 Jan 9, 6:29 PM
WL-03060284 Travel Open 58 $110.00 Jan 9, 6:29 PM
WL-03060285 Travel Open 61 $0.00 Jan 9, 6:29 PM
WL-03060286 Expenses Open 1 $0.00 Jan 9, 6:29 PM

Details