Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337892 ↗ ServiceMax

MIDMARK • Repair • P4

📍 VCA York Royalton Animal Hospital — 8029 York Rd, North Royalton OH, 44133

Jan 14, 2026 → Jan 28, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 21, 2026
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 15 → Jan 15, 2026
0 business days (not counted)
▶ Clock Running
Status: Entered
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 19, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Reschedule
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Completed
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 23, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 23 → Jan 23, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 23 → Jan 27, 2026
2 business days (not counted)
▶ Clock Running
Status: Scheduled
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
Created: Jan 14, 2026 Completed: Jan 28, 2026
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0 / 4
Jan 14 → Jan 15 Ready for Scheduling ▶ Running 1 1 / 4
Jan 15 → Jan 15 Assigned ▶ Running 0 1 / 4
Jan 15 → Jan 15 Awaiting Parts - Customer ⏸ Paused 0 —
Jan 15 → Jan 15 Entered ▶ Running 0 1 / 4
Jan 15 → Jan 16 Assigned ▶ Running 1 2 / 4
Jan 16 → Jan 19 Scheduled ▶ Running 0 2 / 4
Jan 19 → Jan 19 Reschedule ▶ Running 0 2 / 4
Jan 19 → Jan 20 Completed ▶ Running 1 3 / 4
Jan 20 → Jan 23 Scheduled ▶ Running 3 6 / 4
Jan 23 → Jan 23 Awaiting Parts - Customer ⏸ Paused 0 —
Jan 23 → Jan 23 Reschedule ▶ Running 0 6 / 4
Jan 23 → Jan 27 Awaiting Parts - Customer ⏸ Paused 2 —
Jan 27 → Jan 28 Scheduled ▶ Running 1 7 / 4
Dispatch 0.0d
Material Management 2.9d
Coordinators 9.3d
Field Work 0.5d
Billing 20.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.9 days
Coordinators
9.3 days
Over SLA
Field Work
0.5 days
Billing
20.6 days
Over SLA
Created: Jan 14, 2026 Due: Feb 2, 2026 Completed: Jan 28, 2026 (5 days early)
📅
9.5 days Total Age
⏱️
20.6d in Billing Review Longest Stage
🔄
14 transitions Status Changes
⚠️
22.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Jan 19, 2026
Visit 2 Jan 28, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00558936
Midmark Service Request Dispatch Authorization - WO-00146585
Closed
Zone 2 PROBLEM SUMMARY NWD | Xray Shorted Out ADDITIONAL NOTES Imaging/X-Ray Dispatch - Customer is needing service ASAP due to dentals scheduled. Parts are shipping UPS Next Day Air. 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! PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 749228 E1-19026 1.00000 Ship Exchanged Open 749228 015-0346-22 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alexandra Setser
Owner
Erin Martin
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01337892 (current) Invoiced
Repair • Brandon Green
Created: Jan 14, 2026 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 211 days old
🚨
Primary Delay 20.6 days stuck in "Billing Review"
⏱️
Total Delay 22.2 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
1.5d / 1.0d SLA
Awaiting Parts - Customer
2.9d
Assigned
2.0d / 0.5d SLA
Completed
0.5d / 1.0d SLA
Reschedule
1.0d / 2.0d SLA
Scheduled
4.8d / 2.0d SLA
Closed
1.1d / 1.0d SLA
Billing Review
20.6d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/29/26 NSuarez chattered Erin to get serial# DB73146 added to WO.

1/20/2026 CRamen spoke to Alexandra and scheduled repair for Friday 1/23/2026 with tech arrival between 11-1. 330-635-4150


1/16/2026 CRamen spoke with Alexandra and schedule for Monday 1/19/2026 with tech arrival between 1-3, Facility is open till 6pm. 


1/15/2026 CRamen assigned to DAntolin and placed into APC


01/14/2026 EMartin called Alexandra Setser / (330) 635-4150 advising WO-01337892 created A coordinator will be reaching out to get this scheduled

🔧 Work Performed
replaced rocker switch with parts sent by Midmark unable to locate fuse called Midmark for tech support but they were closed due to holiday. Sending them an email to advise them of situation and see what parts need to be ordered also tried to trouble shoot unit according to manual. power to terminal block but no where else on unit reschedule needed 1/28/2025 checked fuses per midmark. both fuses were blown replaced fuses power restored to unit tested unit unit working as intended and placed back into service
🔍 Technician Findings
unit not powering on
⚠️ Problem Description
Zone 2 PROBLEM SUMMARY NWD | Xray Shorted Out ADDITIONAL NOTES Imaging/X-Ray Dispatch - Customer is needing service ASAP due to dentals scheduled. Parts are shipping UPS Next Day Air. 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! PARTS Service Activity Line Status Order Number Product Code Estimated Qty Actual Qty Tracking Number Ship Exchanged Open 749228 E1-19026 1.00000 Ship Exchanged Open 749228 015-0346-22 1.00000
📄 Description
Midmark VetPro Mobile Dental X-ray Unit Model DCVM-G0A/H/S4/L (Progeny)

Timeline

📞
Case Linked Jan 14, 11:03 AM
Case Number: 00558936
Subject: Midmark Service Request Dispatch Authorization - WO-00146585
Status: Closed
📋
Work Order Created Jan 14, 2:42 PM
Work Order: WO-01337892
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Erin Martin Jan 14, 2:48 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Jan 15, 9:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 19h 3m, 0m
🆕
▶
2 Status: Entered Jan 15, 9:59 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Brandon Green
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 16, 2:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-19T19:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Jan 16, 6:14 PM
Scheduled For: 2026-01-19T18:30:00.000+0000
⏳ 0.7 business days
⏱️
3x Labor Added Jan 19, 5:23 PM
Type: Labor
Status: Open
Qty: 0.5, 2.5, 1.75
🔄
Status: Reschedule by Brandon Green Jan 19, 5:32 PM
From: Completed, Scheduled
To: Reschedule, Completed
Duration in Previous: 3d 2h, 0m
📅
▶
3 Dispatch Scheduled Jan 20, 2:56 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Reschedule
To: Scheduled
Duration in Previous: 21h 23m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-23T16:00:00.000+0000
📅
▶
3 Dispatch Scheduled Jan 20, 3:32 PM
Dispatch Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-23T22:30:00.000+0000, 2026-01-23T21:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-23T17:00:00.000+0000, 2026-01-23T15:00:00.000+0000, 2026-01-23T14:00:00.000+0000
📅
▶
3 Dispatch Scheduled Jan 20, 3:46 PM
Dispatch Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: a0h6e00000IIBOvAAP, Dustin Antolin
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-23T16:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Jan 20, 4:21 PM
Scheduled For: 2026-01-23T16:30:00.000+0000
👷
Technician Assigned by Charles Ramen Jan 21, 3:15 PM
Technician: Brandon Green
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Jan 23, 10:33 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-23T19:30:00.000+0000
👤
▶
2 Status: Awaiting Parts - Customer Jan 23, 11:58 AM
Status: Awaiting Parts - Customer → Status: Reschedule
🔄
Status: Reschedule by Charles Ramen
From: Awaiting Parts - Customer, Reschedule
To: Reschedule, Awaiting Parts - Customer
Duration in Previous: 4m, 0m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 4:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-28T15:00:00.000+0000
⏳ 1.9 business days
🔩
8x Parts Added Jan 28, 5:45 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 2, 0.5, 0.75, 1.5, 80, 15
✔️
▶
2 Status: Completed Jan 28, 6:09 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Brandon Green
From: Completed
To: Closed
Duration in Previous: 1m
💵
Status: Billing Review by Nancy Suarez Jan 29, 2:20 PM
From: Closed
To: Billing Review
Duration in Previous: 20h 10m
🚨 21.0 business days
📄
▶
3 Status: Ready to Bill Feb 27, 3:36 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255226

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Billing Review
Duration: 20.6 business days (threshold: 2.0 business days)
Exceeded by 18.6 business days

🔗 Related Artifacts

📞
Case 00558936
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Brandon Green
Scheduled
Jan 28, 10:00 AM
Created
Jan 14, 2:42 PM
Invoice #
SM-255226

Work Details (11)

Name Type Status Qty Amount Date
WL-03070856 Labor Open 0.5 $0.00 Jan 19, 5:23 PM
WL-03070857 Labor Open 2.5 $275.00 Jan 19, 5:23 PM
WL-03070858 Labor Open 1.75 $0.00 Jan 19, 5:23 PM
WL-03082285 Parts Open 2 $0.00 Jan 28, 5:45 PM
WL-03082286 Labor Open 0.5 $0.00 Jan 28, 5:45 PM
WL-03082287 Labor Open 0.75 $82.50 Jan 28, 5:45 PM
WL-03082288 Labor Open 1.5 $0.00 Jan 28, 5:45 PM
WL-03082289 Travel Open 80 $110.00 Jan 28, 5:45 PM
WL-03082290 Travel Open 80 $0.00 Jan 28, 5:45 PM
WL-03082291 Travel Open 15 $110.00 Jan 28, 5:45 PM
WL-03082292 Travel Open 80 $0.00 Jan 28, 5:45 PM

Details