Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329410 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Pet Medical Center — 100 Mitchell Blvd, Tullahoma TN, 37388

Jan 5, 2026 → Feb 7, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 9, 2026
✗ SLA Missed (11 biz days late)
Active: 15 biz days
Paused: 8 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 5 → Jan 13, 2026
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 20, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Jan 22, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Jan 23 → Jan 27, 2026
2 business days (counted)
Running total: 7 of 4 biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 27 → Feb 6, 2026
8 business days (counted)
Running total: 15 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 15 of 4 biz days used
Created: Jan 5, 2026 Completed: Feb 6, 2026
Business Days Used 15 / 4
0 4d budget +11d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0 / 4
Jan 5 → Jan 5 Ready for Scheduling ▶ Running 0 0 / 4
Jan 5 → Jan 5 Assigned ▶ Running 0 0 / 4
Jan 5 → Jan 13 Awaiting Parts - Customer ⏸ Paused 6 —
Jan 13 → Jan 15 Ready for Scheduling ▶ Running 2 2 / 4
Jan 15 → Jan 15 Assigned ▶ Running 0 2 / 4
Jan 15 → Jan 20 Scheduled ▶ Running 2 4 / 4
Jan 20 → Jan 20 Tech On Site ▶ Running 0 4 / 4
Jan 20 → Jan 22 Awaiting Parts ⏸ Paused 2 —
Jan 22 → Jan 23 Ready for Scheduling ▶ Running 1 5 / 4
Jan 23 → Jan 27 Assigned ▶ Running 2 7 / 4
Jan 27 → Feb 6 Scheduled ▶ Running 8 15 / 4
Feb 6 → Feb 6 Tech On Site ▶ Running 0 15 / 4
Dispatch 0.0d
Material Management 8.1d
Coordinators 19.8d
Field Work 1.5d
Billing 3.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.1 days
Coordinators
19.8 days
Over SLA
Field Work
1.5 days
Billing
3.5 days
Over SLA
Created: Jan 5, 2026 Due: Jan 29, 2026 Completed: Feb 7, 2026 (8 days late)
📅
23.4 days Total Age
⏱️
9.0d in Scheduled Longest Stage
🔄
18 transitions Status Changes
⚠️
16.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 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 Michael Swingle — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 20, 2026
Visit 2 Feb 6, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00556066
Midmark Service Request Dispatch Authorization - WO-00144651
Closed
Zone 1 NWD Hand Piece Holder, Water knob Issues 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! Ship Exchanged Open 747193 002-10300-00 1.00000 Ship Exchanged Open 747193 053-1165-01 1.00000 Ship Exchanged Open 747193 029-2449-03 1.00000
Priority
High
Origin
Email
Reason
New Case
Contact
Ashley Jernigan
Owner
Jessica Sells
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329410 (current) Invoiced
Repair • Michael Swingle
Created: Jan 5, 2026 • Closed: Feb 7, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 9.0 days stuck in "Scheduled"
⏱️
Total Delay 16.0 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
5.1d / 1.0d SLA
Awaiting Parts - Customer
6.3d
Assigned
2.7d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
1.8d / 3.0d SLA
Completed
1.0d / 1.0d SLA
Closed
3.5d / 1.0d SLA
WO Correction Needed
1.6d
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11 NSuarez SRA is missing pg 2 and 3 for date of service 1-20-26

2/5/26 RBerry- Spoke with MBateman states tech only need 2 hours max at this site. Adjusted Scheduled time


1/27 MOwens Ashley called back and said she received the parts from Midmark to complete the repair. She requested next Friday 2/6 based on their schedule and that the tech is working in VA this week. Arrival between 9-10am.

1/26 MOwens Called to speak to Ashley. The office was not open. Left vm for Ashley to call back when the office is open again.

1/23/26 RBerry- Spoke with front desk, states Ashely Jernigan just went to lunch. Requested we call back after 2:15CST. 


1/23/26 RBerry- Per teams message from MBateman: Schedule for the next available. Duff and Swingle will be traveling next week. Chris Carroll is also going to NY.


Reassigned to Michael Swingle as he has the soonest available date.


1/23/26 RBerry- Sent teams message to MBateman stating: Matthew Bateman WO-01329410-Midmark repair due 1/29/26. Michael and James are both out of the area next week traveling. Is there a coverage plan for this area? Or should I just schedule for the next available date. 


1/23/26 RBerry- Reassigned to James Duff. Michael Swingle is out of the area next week.


01/21/2026 SRobinson- Order No: 750250


Customer PO No: SR1515462


Customer: Heartland Veterinary Partners


Service Request NO: 1515462


Ship To Name: Pet Medical Center


Ship To Address: 100 Mitchell Blvd    


Ship To City/State: Tullahoma, TN 37388-4002


Waybill (Tracking #): 1ZE444250370475097


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 21-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10428-00 SERIAL #: DESCRIPTION: KIT, SCALER KNOB FIELD SERVICE


LINE NO: 2.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT


01/21/2026 Emartin attached revised SR and updated WO accordingly

1/15 MOwens Called and spoke to Ashley Jernigan. She said the parts arrived that Midmark sent. She will put them by the dental unit for when the tech arrives onsite for the repair visit. Scheduled the repair visit for next Tues. 1/20 with arrival between 9-10am based on the dental schedule at this location.


1/13/2025jsells

Ship To Name: Pet Medical Center Ship To Address: 100 Mitchell Blvd Ship To City/State: Tullahoma, TN 37388-4002 Waybill (Tracking #): 1ZE444250372024954 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10300-00 SERIAL #: DESCRIPTION: KIT, HANDPIECE HOLDER ASSY LINE NO: 2.1 QTY: 1 ITEM: 053-1165-01 SERIAL #: DESCRIPTION: KNOB, FLUTED CONTROL, BLUE LINE NO: 3.1 QTY: 1 ITEM: 029-2449-03 SERIAL #: DESCRIPTION: AIR CONTROL VALVE
🔧 Work Performed
01-20-26- I removed old parts and replaced them with new ones sent to the customer. I attempted the to use the scaler and scaler was still not vibrating. I contacted MidMark and he had me test the line for continuity. There was no reading. Scaler tubing needs replaced and also scaler knob kit. 02-06-26- I removed old scaler tubing and replaced it with a new one sent to the customer. I also removed old potentiometer knob and replaced it with one sent to the customer. I tested unit and it is working as intended.
🔍 Technician Findings
01-20-26- I arrived on site to change out the hand piece holder, air valve for scaler and the scaler knob. Hand pieces were drooping and the scaler was not vibrating. 02-06-26- I arrived on site to change out the scaler tubing and the potentiometer knob that is broken.
⚠️ Problem Description
Zone 1 Revised 1/21/26: Tech was on site 1/20 and doing approved work on the scaler handpiece that is not included in the service request. Sending updated service request to the servicer for their paperwork. Original Note: 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! NWD Hand Piece Holder, Water knob Issues 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! Ship Exchanged Open 747193 002-10300-00 1.00000 Ship Exchanged Open 747193 053-1165-01 1.00000 Ship Exchanged Open 747193 029-2449-03 1.00000
📄 Description
Midmark VetPro 1000 (Series) Mobile Delivery System (8000-001, 8000-002, 8000-003, 8000-004, 8000-005, 8000-006,8000-006S, 8000-007, 8000-007S, 8000-008, 8000-008S)

Timeline

📞
Case Linked Jan 5, 1:11 PM
Case Number: 00556066
Subject: Midmark Service Request Dispatch Authorization - WO-00144651
Status: Closed
📋
▶
2 Work Order Created Jan 5, 3:32 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 Jan 5, 4:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 6m, 0m
⚠️ 6.9 business days
📅
Status: Ready for Scheduling by Jessica Sells Jan 13, 9:15 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7d 16h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Jan 15, 10:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 1h
🗓️
▶
2 Status: Scheduled Jan 15, 10:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-20T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Jan 20, 10:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏱️
3x Labor Added Jan 20, 12:36 PM
Type: Labor, Travel
Status: Open
Qty: 1.55, 2.7, 60
📦
▶
2 Parts Requested Jan 20, 12:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by MICHAEL SWINGLE
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2h 37m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Jan 21, 7:14 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 6h
⏳ 2.6 business days
👷
▶
2 Technician Assigned Jan 23, 1:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 18h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 9:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-06T15:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Feb 6, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 23h
⏱️
3x Labor Added Feb 6, 11:06 AM
Type: Labor, Travel
Status: Open
Qty: 1.4333333333333, 1.3166666666667, 60
✔️
Status: Completed by MICHAEL SWINGLE Feb 6, 11:15 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 18m
⏳ 1.0 business days
🏁
Status: Closed by MICHAEL SWINGLE Feb 7, 11:30 AM
From: Completed
To: Closed
Duration in Previous: 1d 0h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 11, 1:57 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 2h
🏁
Status: Closed by Matthew Bateman Feb 12, 8:07 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 18h 10m
📄
Status: Ready to Bill by Nancy Suarez Feb 12, 12:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 12m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Feb 13, 2:43 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 100.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254018

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours

🔗 Related Artifacts

📞
Case 00556066
Closed
📦
Parts Order 00088665
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Swingle
Scheduled
Feb 6, 10:00 AM
Created
Jan 5, 3:32 PM
Invoice #
SM-254018

Work Details (6)

Name Type Status Qty Amount Date
WL-03071650 Labor Open 1.55 $0.00 Jan 20, 12:36 PM
WL-03071651 Labor Open 2.7 $302.50 Jan 20, 12:36 PM
WL-03071652 Travel Open 60 $110.00 Jan 20, 12:36 PM
WL-03095094 Labor Open 1.4333333333333 $0.00 Feb 6, 11:06 AM
WL-03095095 Labor Open 1.3166666666667 $165.00 Feb 6, 11:06 AM
WL-03095096 Travel Open 60 $110.00 Feb 6, 11:06 AM

Details