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WO-01338270 ↗ ServiceMax

MIDMARK • Repair • P4

📍 NVA Bay Glen Animal Hospital — 1616 Clear Lake City Blvd Ste 105, Houston TX, 77062

Jan 16, 2026 → Jan 28, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 22, 2026
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Tech Off Site (Jan 28)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (4d late)
Dispatch 0.0d
Material Management 3.3d
Coordinators 7.9d
Field Work 0.7d
Billing 4.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.3 days
Over SLA
Coordinators
7.9 days
Over SLA
Field Work
0.7 days
Billing
4.0 days
Over SLA
Created: Jan 16, 2026 Due: Jan 29, 2026 Completed: Jan 28, 2026 (1 days early)
📅
8.8 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
5.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Jan 19, 2026
Visit 2 Jan 28, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559778
Midmark Service Request Dispatch Authorization - WO-00146959
Closed
Zone 1 NWD scaler issue. 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!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ty Taylor
Owner
Jessica Sells
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01338270 (current) Invoiced
Repair • Chane Lacy
Created: Jan 16, 2026 • Closed: Jan 28, 2026
Completed with minor delays
Invoiced • 118 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 5.4 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
0.1d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Awaiting Parts
3.3d / 3.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
WO Correction Needed
2.3d
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/2/26 CDempsey- Contacted Chane about correction.

1/29/26 NSuarez SRA for date of service 1/19/26 is missing signature.

1/23 KKelch called Ty to schedule for 1/28 between 12 and 2 pm. Customer confirmed. 

1/22 KKelch waiting for tracking to update prior to scheduling

01/22/2026 SRobinson- Order No: 750452


Customer PO No: SR1522624


Customer: NVA Bay Glen Animal Hospital


Service Request NO: 1522624


Ship To Name: NVA Bay Glen Animal Hospital


Ship To Address: 1616 Clear Lake City Blvd Ste 105   


Ship To City/State: Houston, TX 77062-8069


Waybill (Tracking #): 1ZE444250372138484


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 22-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT


1/16 KKelch called Ty to schedule for 1/19 between 9 and 11 am. Customer confirmed. 

1/16/2026jsells

spoke with Ty, and I gave her the work order number and let Ty know someone will call her to schedule

🔧 Work Performed
1/19 CLacy- Inspected unit and found the scaler works intermittently. I have tested continuity of the scaler tubing and have found a break in one of the lines. New scaler tubing is needed in order to complete the repairs. Customer approved repair but midmark is closed today for the holiday. Parts order will be placed 1/20 1/26 ADiaz: - replaced scaler tubing assembly - confirmed proper functionality - demonstrated to staff working functionality - equipment restored and returned to service
🔍 Technician Findings
Unit has intermittent scaler issues
⚠️ Problem Description
Zone 1 NWD scaler issue. 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!
📄 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 16, 12:03 PM
Case Number: 00559778
Subject: Midmark Service Request Dispatch Authorization - WO-00146959
Status: Closed
📋
▶
2 Work Order Created Jan 16, 12:35 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 16, 12:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11m
🗓️
▶
2 Status: Scheduled Jan 16, 12:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-19T15:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 3x Labor Added Jan 19, 4:53 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088628
Status: Closed
📦
Status: Awaiting Parts by Chane Lacy
From: Scheduled
To: Awaiting Parts
Duration in Previous: 3d 4h
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Shelby Robinson Jan 22, 11:18 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 18h
👷
▶
2 Technician Assigned Jan 22, 11:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
👷
▶
3 Technician Assigned Jan 23, 9:52 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-28T18:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned, Scheduled, Entered
To: Scheduled, Entered, Assigned
Duration in Previous: 22h 18m, 0m
🆕
▶
3 Status: Entered Jan 23, 1:04 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-28T18:00:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Jan 28, 12:35 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25
⏱️
3x Labor Added Jan 28, 1:39 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 0.5, 20
🚗
Status: Tech Off Site by Arturo Diaz Jan 28, 5:51 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 16m
✔️
▶
2 Status: Completed Jan 28, 5:59 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Arturo Diaz
From: Completed
To: Closed
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 29, 4:30 PM
Technician Assigned → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Nancy Suarez
From: Closed
To: WO Correction Needed
Duration in Previous: 22h 29m
⏳ 2.9 business days
🏁
Status: Closed by Chane Lacy Feb 2, 5:37 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4d 1h
⏳ 2.8 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 4, 1:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
📨
▶
2 Status: Invoice Pending Feb 5, 11:26 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Feb 5, 5:06 PM
Invoice Number: SM-253049

Bottlenecks

Awaiting Parts
Duration: 3.3 business days (threshold: 3.0 business days)
Exceeded by 2.1 business hours
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours

🔗 Related Artifacts

📞
Case 00559778
Closed
📦
Parts Order 00088628
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Jan 28, 1:00 PM
Created
Jan 16, 12:35 PM
Invoice #
SM-253049

Work Details (8)

Name Type Status Qty Amount Date
WL-03070817 Labor Open 1.25 $0.00 Jan 19, 4:53 PM
WL-03070818 Labor Open 1 $110.00 Jan 19, 4:53 PM
WL-03070819 Travel Open 60 $110.00 Jan 19, 4:53 PM
WL-03081557 Labor Open 0.25 $0.00 Jan 28, 12:36 PM
WL-03081558 Travel Open 5 $110.00 Jan 28, 12:36 PM
WL-03081678 Labor Open 1.5 $165.00 Jan 28, 1:39 PM
WL-03081679 Labor Open 0.5 $0.00 Jan 28, 1:39 PM
WL-03081680 Travel Open 20 $0.00 Jan 28, 1:39 PM

Details