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WO-01339390 ↗ ServiceMax

MIDMARK • Repair • P4

📍 PACWEST VET EMERG & REFERRAL C — 815 SE 160TH AVE, VANCOUVER WA, 98683

Jan 22, 2026 → Feb 2, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 28, 2026
🕐 Clock stopped: Tech Off Site (Feb 2)
✗ SLA Missed (4d late)
Dispatch 0.0d
Coordinators 8.5d
Field Work 0.0d
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.5 days
Over SLA
Field Work
0.0 days
Billing
1.5 days
Over SLA
Created: Jan 22, 2026 Due: Jan 28, 2026 Completed: Feb 2, 2026 (4 days late)
📅
7.5 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
8.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00561376
Repair
Closed
Travel Zone 2 PROBLEM SUMMARY NWD SN 0621p195 scale calibration total of 3 scales. ADDITIONAL NOTES Please contact mobile number. POC is unavailable on Fridays. 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
Medium
Origin
Web
Reason
New Case
Contact
Madelyn Retchless
Owner
Shelby Robinson
Created
Jan 22, 2026
Work Orders from this Case (2)
WO-01339389 Invoiced
Repair • Jason Morris
Created: Jan 22, 2026 • Closed: Feb 2, 2026
WO-01339390 (current) Invoiced
Repair • Jason Morris
Created: Jan 22, 2026 • Closed: Feb 2, 2026
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 8.0 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
0.1d / 1.0d SLA
Assigned
2.4d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-26 Mburris called set appt w/ Madelyn 2-2 /tech is out of town helping in CO

1/22/26 RBerry- Called site to schedule. No answer. Could not leave message. See logged call on WO-01339389


01/22/2026 SRobinson- Called Madelyn Retchless, (360) 635-5302. Call range contiuously. Disconnected to send email to madelyn.cerdena@pacificnwvets.com with the WO# and advising a coordinator will be reaching out to schedule.

🔧 Work Performed
Verified all three scales calibration with 10lb, 25lb, 50lb, 100lb, 125lb, 135lb weight.
🔍 Technician Findings
Customer is doing a pharmaceutical study and needs verification of scale calibration.
⚠️ Problem Description
Travel Zone 2 PROBLEM SUMMARY NWD SN 0621p195 scale calibration total of 3 scales. ADDITIONAL NOTES Please contact mobile number. POC is unavailable on Fridays. 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!

Timeline

📞
Case Linked Jan 22, 12:41 PM
Case Number: 00561376
Subject: Repair
Status: Closed
📋
Work Order Created Jan 22, 2:49 PM
Work Order: WO-01339390
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Jan 22, 3:05 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 15m
👷
▶
2 Technician Assigned Jan 22, 4:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 2m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 26, 11:05 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-02T18:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Jason Morris Feb 2, 1:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 2h
⏱️
2x Labor Added Feb 2, 1:40 PM
Type: Labor, Travel
Status: Open
Qty: 1.75, 58
⏱️
▶
2 Labor Added Feb 2, 1:51 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jason Morris
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 19m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 4, 2:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Feb 5, 2:48 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-253096

Bottlenecks

Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours

🔗 Related Artifacts

📞
Case 00561376
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Feb 2, 1:00 PM
Created
Jan 22, 2:49 PM
Invoice #
SM-253096

Work Details (3)

Name Type Status Qty Amount Date
WL-03088159 Labor Open 1.75 $0.00 Feb 2, 1:40 PM
WL-03088161 Travel Open 58 $110.00 Feb 2, 1:40 PM
WL-03088180 Labor Open 0.5 $55.00 Feb 2, 1:51 PM

Details