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WO-01339762 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Pittsboro Animal Hospital — 1065 East St, Pittsboro NC, 27312-8818

Jan 26, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 30, 2026
✗ SLA Missed (10 biz days late)
Active: 14 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 26 → Jan 28, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
13d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 18, 2026
13 business days (counted)
Running total: 14 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 14 of 4 biz days used
Created: Jan 26, 2026 Completed: Feb 18, 2026
Business Days Used 14 / 4
0 4d budget +10d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0 / 4
Jan 26 → Jan 26 Ready for Scheduling ▶ Running 0 0 / 4
Jan 26 → Jan 26 Assigned ▶ Running 0 0 / 4
Jan 26 → Jan 28 Awaiting Parts - Customer ⏸ Paused 2 —
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 0 / 4
Jan 28 → Jan 29 Assigned ▶ Running 1 1 / 4
Jan 29 → Feb 18 Scheduled ▶ Running 13 14 / 4
Feb 18 → Feb 18 Tech On Site ▶ Running 0 14 / 4
Dispatch 0.0d
Material Management 2.5d
Coordinators 15.4d
Field Work 0.1d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.5 days
Coordinators
15.4 days
Over SLA
Field Work
0.1 days
Billing
1.0 days
Over SLA
Created: Jan 26, 2026 Due: Feb 5, 2026 Completed: Feb 18, 2026 (12 days late)
📅
16.0 days Total Age
⏱️
13.1d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
13.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562006
Repair
Closed
Zone 1 PROBLEM SUMMARY NWD | MA too low ADDITIONAL NOTES Imaging/X-Ray Dispatch - Secondary Contact: Lauran Black (919)5425712 - 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!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Laurie Weiser
Owner
Erin Martin
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339762 (current) Invoiced
Repair • Eric Colon
Created: Jan 26, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 13.1 days stuck in "Scheduled"
⏱️
Total Delay 13.9 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
1.0d / 1.0d SLA
Awaiting Parts - Customer
2.5d
Assigned
1.3d / 0.5d SLA
Scheduled
13.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 RBerry- Updated delay code. Customer asked to schedule before the due date and technician was not available.


1/29 MOwens Called and spoke to Lauran Black. I told her the Midmark parts will deliver on 1/30 by UPS. I offered to schedule the repair visit for the first available on 2/5 or 2/6. She said she has to have the repair done on a Tuesday. She asked about scheduling on 2/3 but I told her the tech was not available. She then requested scheduling on Tues. 2/17. I told her that day is available and confirmed scheduled for that day with arrival between 12-1pm.

1/29/26 RBerry- Updated due date based on parts.


01/28/2026 Emartin

Order No: 751219


Customer PO No: SR1526108


Customer: PetVet Care Centers


Service Request NO: 1526108


  


Ship To Name: Pittsboro Animal Hospital


Ship To Address: 1065 East St    


Ship To City/State: Pittsboro, NC 27312-8818


Waybill (Tracking #): 1ZE444250371549989


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 28-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 30-A1071-8 SERIAL #: DESCRIPTION: Intraoral Arm Cable Field Replacement Kit, Mobile or Extra Long Arm, 82 inches

01/26/2026 EMartin called Laurie Weiser / (919) 542-5712 call could not connect unable to leave VM line just rang sent email to ljweiser99@gmail.com advising WO-01339762 created A coordinator will be reaching out to get this scheduled 

🔧 Work Performed
2/17/26- EColon- Arrived on-site, checked in with POC and received parts. During cable replacement procedure ran into where cable was getting stuck/tangled in horizontal arm. Took articulating arm and horizontal arm off, untangled wires and fed cable through. Reassembled unitand took exposure. Error KV too low occurred. Checked all connections and found cable connected to head became disconnected. Secured cable and took exposure successfully. Placed unit into diagnostic mode to check MA level. MA within tolerance. Unit also had a slight drift. Adjusted tension in arm and ensured no drift. Unit fully functional.
🔍 Technician Findings
Ma too low
⚠️ Problem Description
Zone 1 PROBLEM SUMMARY NWD | MA too low ADDITIONAL NOTES Imaging/X-Ray Dispatch - Secondary Contact: Lauran Black (919)5425712 - 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!
📄 Description
Midmark VetPro Mobile Dental X-ray Unit Model DCVM-G0A/H/S4/L (Progeny)

Timeline

📞
Case Linked Jan 26, 7:11 AM
Case Number: 00562006
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 26, 11:48 AM
Work Order Created → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Erin Martin Jan 26, 11:55 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Status: Assigned Jan 26, 2:43 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Eric Colon
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Erin Martin Jan 28, 11:12 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 20h
👷
▶
2 Technician Assigned Jan 28, 4:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 3m
📅
▶
2 Dispatch Scheduled Jan 29, 10:33 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 18h 17m
🚨 13.0 business days
🚗
2x Travel Added Feb 17, 3:54 PM
Type: Travel
Status: Open
Qty: 220
🔧
Status: Tech On Site by Eric Colon Feb 17, 7:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 9h
⏱️
4x Labor Added Feb 17, 7:40 PM
Type: Labor
Status: Open
Qty: 5, 3, 3.75, 0.25
💵
▶
2 Expenses Added Feb 17, 7:55 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Eric Colon
From: Tech On Site
To: Completed
Duration in Previous: 21m
🏁
Status: Closed by Eric Colon Feb 17, 8:01 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 3.5 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 6:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
⏳ 1.7 business days
📨
▶
2 Status: Invoice Pending Feb 23, 3:49 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254688

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Scheduled
Duration: 13.1 business days (threshold: 2.0 business days)
Exceeded by 11.1 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours

🔗 Related Artifacts

📞
Case 00562006
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Feb 17, 12:00 PM
Created
Jan 26, 11:48 AM
Invoice #
SM-254688

Work Details (8)

Name Type Status Qty Amount Date
WL-03078995 Parts Open 1 $0.00 Jan 26, 11:48 AM
WL-03108930 Travel Open 220 $0.00 Feb 17, 3:54 PM
WL-03108931 Travel Open 220 $110.00 Feb 17, 3:54 PM
WL-03109417 Labor Open 5 $0.00 Feb 17, 7:40 PM
WL-03109418 Labor Open 3 $330.00 Feb 17, 7:40 PM
WL-03109419 Labor Open 3.75 $0.00 Feb 17, 7:40 PM
WL-03109420 Labor Open 0.25 $0.00 Feb 17, 7:40 PM
WL-03109452 Expenses Open 1 $0.00 Feb 17, 7:55 PM

Details