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WO-01339421 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Lakemont Village Veterinary — 4935 Lakemont BLVD SE B1, Bellevue WA, 98006

Jan 22, 2026 → Feb 6, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 28, 2026
🏭 Customer Supplied Parts (2)
🕐 Clock stopped: Completed (Feb 6)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (6d late)
Dispatch 0.0d
Material Management 3.5d
Coordinators 11.4d
Field Work 1.0d
Billing 2.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.5 days
Coordinators
11.4 days
Over SLA
Field Work
1.0 days
Billing
2.9 days
Over SLA
Created: Jan 22, 2026 Due: Feb 12, 2026 Completed: Feb 7, 2026 (5 days early)
📅
11.4 days Total Age
⏱️
3.6d in Scheduled Longest Stage
🔄
22 transitions Status Changes
⚠️
6.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Feb 4, 2026
Visit 3 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561439
Repair
Closed
Zone 1 NWD Scaler issue. ADDITIONAL NOTES 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
High
Origin
Web
Reason
New Case
Contact
Carrie Samp
Owner
Sherry Reich
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339421 (current) Invoiced
Repair • Tim Holman
Created: Jan 22, 2026 • Closed: Feb 6, 2026
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 3.6 days stuck in "Scheduled"
⏱️
Total Delay 6.7 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
2.5d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
7.6d / 2.0d SLA
Awaiting Parts
3.5d / 3.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
1.0d
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11/26 NSuarez SRA Is missing for date of service 1/23/2026 & 2/6/2026.

2-5 Mburris CB from site that they have part and set appt 

02/05/2026 EMartin

Order No: 753552


Customer PO No: SR1524736


Customer: Lakemont Village Veterinary Hosp


Service Request NO: 1524736


  


Ship To Name: Lakemont Village Veterinary Hosp


Ship To Address: 4935 Lakemont Blvd SE B1    


Ship To City/State: BELLEVUE, WA 98006


Waybill (Tracking #): 1ZE444250172970597


Carrier: UPS-Air-Next Day Air


  


The following items have shipped from Midmark Corporation on: 04-FEB-2026


  


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

2-3 Mburris spoke with POC and asked for 2-6 2pm

1-29 Mburris call from POC Carrie Samp to set 2-3 8am

1/29/26 SReich - Customer left me a vm, tracking is showing as follows (sent the call to M Burris):

Your shipment

1ZE444250372755996

Estimated delivery

Monday, February 02, between 8:45 A.M. - 10:45 A.M. 


1/27/26 SReich

Order No: 751183 Customer PO No: SR1524736 Customer: Lakemont Village Veterinary Hosp Service Request NO: 1524736 Ship To Name: Lakemont Village Veterinary Hosp Ship To Address: 4935 Lakemont Blvd SE B1 Ship To City/State: BELLEVUE, WA 98006 Waybill (Tracking #): 1ZE444250372755996 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 27-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-1147-00 SERIAL #: DESCRIPTION: KIT, TRI-BLOCK MEMBRANE LINE NO: 2.1 QTY: 1 ITEM: 002-0684-02 SERIAL #: DESCRIPTION: KIT, HANDPIECE HOLDER, SHADOW LINE NO: 3.1 QTY: 1 ITEM: 016-1375-00 SERIAL #: DESCRIPTION: LED SCALER HAND PIECE


1-23 Mburris called spoke w /Carrie Samp and set for 1-23 1pm

1/22/26 RBerry- Spoke with receptionist, states that Carrie has left for the day. Will try tomorrow. States we should have her cell number as well. 


1/22/26 SReich - Spoke to Carrie, she was driving and could not write down the WO #. Sending her an email.  

🔧 Work Performed
1.23 found that there was air leaking out of the scaler hand piece holder. Called Midmark and they said that it could be from the hand piece holder or from the membrane. going to send out both. staff also wanted a new scaler handpiece. it is missing a pin. KC - 2/4 Replaced scaler, tri-block membrane and handpiece holder. No vibration from scaler. Scaler tubing needs replacing. Scaler tubing ordered part no. 002-1499-00 2.6.26 installed new scaler tube, tested with success, show staff results.
🔍 Technician Findings
scaler issues
⚠️ Problem Description
Zone 1 NWD Scaler issue. ADDITIONAL NOTES 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 22, 2:26 PM
Case Number: 00561439
Subject: Repair
Status: Closed
📋
Work Order Created Jan 22, 3:45 PM
Work Order: WO-01339421
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Jan 22, 3:51 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Jan 22, 4:18 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 26m
🗓️
▶
2 Status: Scheduled Jan 23, 11:29 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-23T21:00:00.000+0000, 2026-01-23T19:00:00.000+0000
🔩
▶
2 2x Parts Added Jan 23, 3:49 PM
2x Parts Added → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📦
▶
2 Parts Requested Jan 23, 7:15 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Tim Holman
From: Scheduled
To: Awaiting Parts
Duration in Previous: 7h 45m
⏱️
3x Labor Added Jan 23, 7:20 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.5, 10
⏳ 2.6 business days
📅
Status: Ready for Scheduling by Sherry Reich Jan 27, 4:16 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 21h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 29, 1:49 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-03T16:00:00.000+0000
⏳ 4.0 business days
🆕
▶
2 Status: Entered Feb 3, 3:50 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
🗓️
▶
2 Status: Scheduled Feb 3, 3:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-04T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Feb 4, 11:21 AM
Status: Tech On Site → 2x Travel Added
🚗
2x Travel Added
Type: Travel, Labor
Status: Open
Qty: 30, 1
🔩
Parts Added Feb 4, 2:01 PM
Type: Parts
Status: Open
Qty: 1
🚗
▶
3 Status: Tech Off Site Feb 4, 3:03 PM
Status: Tech Off Site → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089708
Status: Closed
📦
Status: Awaiting Parts by Kwame Cobb
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 1m
⏱️
Labor Added Feb 5, 10:51 AM
Type: Labor
Status: Open
Qty: 3
📅
Status: Ready for Scheduling by Erin Martin Feb 5, 1:34 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 29m
🗓️
▶
2 Status: Scheduled Feb 5, 2:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-06T19:00:00.000+0000
🆕
▶
3 Status: Entered Feb 5, 2:15 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-06T19:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Feb 6, 2:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
3x Labor Added Feb 6, 3:24 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 45
⏱️
▶
3 2x Labor Added Feb 6, 6:56 PM
2x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Tim Holman
From: Tech On Site
To: Completed
Duration in Previous: 4h 24m
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.6 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 11, 2:37 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 19h
🏁
Status: Closed by Tim Holman Feb 11, 10:25 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 7h 47m
📄
Status: Ready to Bill by Nancy Suarez Feb 12, 11:43 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 17m
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Feb 13, 12:58 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-253985

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours

🔗 Related Artifacts

📞
Case 00561439
Closed
📦
Parts Order 00089013
Closed
📦
Parts Order 00089708
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 6, 2:00 PM
Created
Jan 22, 3:45 PM
Invoice #
SM-253985

Work Details (15)

Name Type Status Qty Amount Date
WL-03076996 Parts Open 1 $0.00 Jan 23, 3:49 PM
WL-03077006 Parts Open 1 $0.00 Jan 23, 3:49 PM
WL-03077011 Parts Open 1 $0.00 Jan 23, 3:51 PM
WL-03077371 Labor Open 0.5 $0.00 Jan 23, 7:20 PM
WL-03077372 Labor Open 1.5 $165.00 Jan 23, 7:20 PM
WL-03077373 Travel Open 10 $110.00 Jan 23, 7:20 PM
WL-03091102 Travel Open 30 $110.00 Feb 4, 11:24 AM
WL-03091101 Labor Open 1 $0.00 Feb 4, 11:24 AM
WL-03091342 Parts Open 1 $0.00 Feb 4, 2:01 PM
WL-03092839 Labor Open 3 $330.00 Feb 5, 10:51 AM
WL-03095615 Labor Open 1.5 $0.00 Feb 6, 3:24 PM
WL-03095616 Labor Open 1.5 $165.00 Feb 6, 3:24 PM
WL-03095617 Travel Open 45 $110.00 Feb 6, 3:24 PM
WL-03096077 Labor Open 1 $0.00 Feb 6, 6:56 PM
WL-03096078 Travel Open 10 $0.00 Feb 6, 6:56 PM

Details