Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340105 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Wagging Tails Pet Care LLC — 5100 S McClintock Dr, 108, Tempe AZ, 85282

Jan 27, 2026 → Apr 8, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 2, 2026
✗ SLA Missed (20 biz days late)
Active: 24 biz days
Paused: 26 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Apr 8, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 10, 2026
9 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
⏸20d
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Mar 11, 2026
20 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 12 → Mar 13, 2026
1 business day (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Entered
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Mar 13 → Mar 20, 2026
5 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Mar 20 → Mar 24, 2026
2 business days (counted)
Running total: 19 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Mar 24 → Apr 1, 2026
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Apr 1 → Apr 2, 2026
1 business day (counted)
Running total: 20 of 4 biz days used
▶ Clock Running
Status: Assigned
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 20 of 4 biz days used
▶ Clock Running
Status: Entered
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 20 of 4 biz days used
▶ Clock Running
Status: Assigned
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 20 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Apr 2 → Apr 8, 2026
4 business days (counted)
Running total: 24 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 24 of 4 biz days used
Created: Jan 27, 2026 Completed: Apr 8, 2026
Business Days Used 24 / 4
0 4d budget +20d over
Show SLA Clock Detail (21 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0 / 4
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 0 / 4
Jan 27 → Jan 28 Assigned ▶ Running 1 1 / 4
Jan 28 → Feb 10 Scheduled ▶ Running 9 10 / 4
Feb 10 → Feb 10 Tech On Site ▶ Running 0 10 / 4
Feb 10 → Mar 11 Awaiting Parts ⏸ Paused 20 —
Mar 11 → Mar 12 Ready for Scheduling ▶ Running 1 11 / 4
Mar 12 → Mar 13 Assigned ▶ Running 1 12 / 4
Mar 13 → Mar 13 Scheduled ▶ Running 0 12 / 4
Mar 13 → Mar 13 Entered ▶ Running 0 12 / 4
Mar 13 → Mar 13 Assigned ▶ Running 0 12 / 4
Mar 13 → Mar 20 Scheduled ▶ Running 5 17 / 4
Mar 20 → Mar 20 Tech On Site ▶ Running 0 17 / 4
Mar 20 → Mar 24 Tech Off Site ▶ Running 2 19 / 4
Mar 24 → Apr 1 Awaiting Parts ⏸ Paused 6 —
Apr 1 → Apr 2 Ready for Scheduling ▶ Running 1 20 / 4
Apr 2 → Apr 2 Assigned ▶ Running 0 20 / 4
Apr 2 → Apr 2 Entered ▶ Running 0 20 / 4
Apr 2 → Apr 2 Assigned ▶ Running 0 20 / 4
Apr 2 → Apr 8 Scheduled ▶ Running 4 24 / 4
Apr 8 → Apr 8 Tech On Site ▶ Running 0 24 / 4
Dispatch 0.0d
Material Management 26.5d
Coordinators 27.3d
Field Work 2.5d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
26.5 days
Over SLA
Coordinators
27.3 days
Over SLA
Field Work
2.5 days
Over SLA
Billing
1.8 days
Over SLA
Created: Jan 27, 2026 Due: Apr 8, 2026 Completed: Apr 8, 2026 (on time)
📅
50.9 days Total Age
⏱️
20.2d in Awaiting Parts Longest Stage
🔄
22 transitions Status Changes
⚠️
42.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 10, 2026
Visit 2 Mar 20, 2026
Visit 3 Mar 24, 2026
Visit 4 Apr 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562450
Repair
Closed
Zone 1 WD table not going up or down ADDITIONAL NOTES Closed on Mondays. Customer was unable to provide the serial number(s) of the product. The Service Company Tech must obtain the serial number(s) and call Midmark Tech Service with the number(s). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Item 100-3071-01 No SN provided 60IN V-TOP SURGERY TABLE WITH ELECTRIC COLUMN, NO HEAT, NO CASTERS
Priority
Standard
Origin
Web
Reason
New Case
Contact
Sarah Sperling
Owner
Sherry Reich
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340105 (current) Invoiced
Repair • Tyler Bollman
Created: Jan 27, 2026 • Closed: Apr 8, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 20.2 days stuck in "Awaiting Parts"
⏱️
Total Delay 42.2 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
2.8d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
20.3d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Awaiting Parts
26.5d / 3.0d SLA
Tech Off Site
2.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.8d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/2 KKelch called Sarah to schedule for 4/8 between 8 and 10 am. Customer confirmed. 

4/1/2026jsells

Ship To Name: Valley Pet Surgery + Ship To Address: 5100 S McClintock Dr Ste 108 Ship To City/State: Tempe, AZ 85282 Waybill (Tracking #): 1ZE444250144409989 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 01-APR-2026 LINE NO: 1.1 QTY: 1 ITEM: 400-3041-02 SERIAL #: DESCRIPTION: LINAK CONTROL JUMPER CABLE ASM LINE NO: 2.1 QTY: 1 ITEM: 720-0008-00 SERIAL #: DESCRIPTION: CONNECTOR,DIN 8 PIN 270 DEG. PLUG (PHILMORE ETA-11B)


4/1/2026jsells

Midmark is following up on SR 1526884 which is still pending your invoice and service report.

Midmark is trying to ensure the customer has been taken care of, and in turn, be able to close the Service Request so we can pay your company for the service provided.

3/19/26 RBerry- Updated due date based on parts. Removed delay code.



3/13 KKelch called Sarah to schedule for 3/20 between 2:30 and 3:30 pm. Customer confirmed. 

3/11/26 SReich

Order No: 759475 Customer PO No: SR1526884 Customer: Midmark No Charge Service Request NO: 1526884 Ship To Name: Valley Pet Surgery + Ship To Address: 5100 S McClintock Dr Ste 108 Ship To City/State: Tempe, AZ 85282 Waybill (Tracking #): 1ZE444250371586297 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 11-MAR-2026 LINE NO: 1.1 QTY: 1 ITEM: 400-3041-02 SERIAL #: DESCRIPTION: LINAK CONTROL JUMPER CABLE ASM



03/05/2026 Emartin

Attached email from Midmark

"Midmark will be reshipping the parts for this SR as the original order shipped to an address that was unknown to the customer. Please see below.


 


SO - 759475


 


Item: LINAK CONTROL JUMPER CABLE ASM

Quantity: 1

Line Type: Ship Exchange

Status: Awaiting Shipping

Scheduled Ship Date: 2026-03-11

Shipping Method: UPS-Parcel-Ground

 


Please contact the customer once the parts arrive to schedule service. Have a great day!"

2/4 KKelch called Sarah to reschedule due to FSE having a family obligation come up for 2/9 between 2 and 3 pm, she asked for 2/10 between 2 and 3 pm. Customer confirmed. Call logged on WO-01340105

1/28 KKelch Jodi from Midmark called me to warm transfer Sarah to schedule for 2/6 between 11 and 1 pm. Customer confirmed. Call logged on WO-01340105

1/27/26 SReich - Called mobile # twice, first time did not ring and went silent. Second time it rang once and went silent. Called the office #, spoke to Sarah, gave her the WO # and told her someone would be reaching out to schedule.

🔧 Work Performed
tested power through system and found the cable between the base and control box for the foot pedal inputs not functioning. contacted midmark and ordered replacement under warranty (400-3041-02) Update 3/20/2026 - Tech arrived on site and was handed the parts that were sent to the customer. Tech tried to install the new part, but ran into some trouble when tech went to exchange the plug, tech removed the old plug and found only one of the wires connected. Tech tried to call Midmark but they were closed for the day. Tech tried to look for a wire diagram but couldn't find one. Tech tried to connect the wires but only made the table go up, and not down. Tech told the manager what was going on with the table and she said they were getting ready to close for the day. Manager said tech could come back on Tuesday and finish the job. Tech agreed and will be back on Tuesday. Update 3/24/2026 - Tech arrived on site and called Midmark and talked to, Dana. Tech asked for a wire diagram for the plug, but while putting in the new jumper cable, tech noticed that the orange wire was not soldered on the cable plug. Tech ordered another jumper cable and it's being sent overnight to customer. 4/8 cable and plug replaced operation tested
🔍 Technician Findings
unit not moving. SN - V2822370
⚠️ Problem Description
Zone 1 WD table not going up or down ADDITIONAL NOTES Closed on Mondays. Customer was unable to provide the serial number(s) of the product. The Service Company Tech must obtain the serial number(s) and call Midmark Tech Service with the number(s). For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Item 100-3071-01 No SN provided 60IN V-TOP SURGERY TABLE WITH ELECTRIC COLUMN, NO HEAT, NO CASTERS

Timeline

📞
Case Linked Jan 27, 11:54 AM
Case Number: 00562450
Subject: Repair
Status: Closed
📋
Work Order Created Jan 27, 12:09 PM
Work Order: WO-01340105
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Sherry Reich Jan 27, 12:16 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
2 Technician Assigned Jan 27, 12:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jan 28, 1:03 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-06T18:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1d 0h
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 4, 3:25 PM
Scheduled For: 2026-02-10T22:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Tyler Bollman Feb 10, 5:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 3h
⏱️
▶
3 3x Labor Added Feb 10, 5:06 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090084
Status: Closed
📦
Status: Awaiting Parts by Tyler Bollman
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 7m
🚨 20.9 business days
📅
Status: Ready for Scheduling by Sherry Reich Mar 11, 5:11 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 28d 23h
👷
▶
2 Technician Assigned Mar 12, 8:52 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 40m
👷
Technician Assigned by Kaitlyn Kelch Mar 12, 9:06 AM
Technician: Tyler Bollman
👷
Technician Assigned by Kaitlyn Kelch Mar 12, 12:05 PM
Technician: Andrew Przybyla
⏳ 2.0 business days
📅
▶
5 Dispatch Scheduled Mar 13, 2:49 PM
Dispatch Scheduled → Status: Scheduled → Status: Entered → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1d 5h
🆕
Status: Entered by Kaitlyn Kelch
From: Scheduled, Entered, Assigned
To: Entered, Assigned, Scheduled
Duration in Previous: 1m, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000IICttAAH, Andrew Przybyla
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-20T21:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Mar 20, 5:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 2h
🚗
Status: Tech Off Site by Andrew Przybyla Mar 20, 5:59 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 57m
⏱️
4x Labor Added Mar 20, 7:21 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 44
⏳ 2.6 business days
⏱️
▶
3 3x Labor Added Mar 24, 5:55 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00093266
Status: Closed
📦
Status: Awaiting Parts by Andrew Przybyla
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 3d 23h
⚠️ 6.8 business days
📅
Status: Ready for Scheduling by Jessica Sells Apr 1, 4:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 22h
👷
▶
2 Technician Assigned Apr 2, 9:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 35m
🆕
▶
2 Status: Entered Apr 2, 12:31 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
🗓️
▶
2 Status: Scheduled Apr 2, 1:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-08T15:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Tyler Bollman Apr 8, 12:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏱️
3x Labor Added Apr 8, 1:10 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.5, 39
✔️
▶
2 Status: Completed Apr 8, 1:26 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Apr 13, 1:50 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 0h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Apr 14, 3:49 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 59.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-259219

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Awaiting Parts
Duration: 20.2 business days (threshold: 3.0 business days)
Exceeded by 17.2 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Tech Off Site
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.0 business hours
Awaiting Parts
Duration: 6.3 business days (threshold: 3.0 business days)
Exceeded by 3.3 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00562450
Closed
📦
Parts Order 00090084
Closed
📦
Parts Order 00093266
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Apr 8, 11:00 AM
Created
Jan 27, 12:09 PM
Invoice #
SM-259219

Work Details (13)

Name Type Status Qty Amount Date
WL-03099688 Labor Open 0.5 $0.00 Feb 10, 5:06 PM
WL-03099689 Labor Open 1 $110.00 Feb 10, 5:06 PM
WL-03099690 Travel Open 22 $110.00 Feb 10, 5:06 PM
WL-03154002 Labor Open 1.5 $165.00 Mar 20, 7:21 PM
WL-03154003 Labor Open 1.5 $0.00 Mar 20, 7:21 PM
WL-03154004 Travel Open 44 $0.00 Mar 20, 7:21 PM
WL-03154005 Expenses Open 1 $0.00 Mar 20, 7:21 PM
WL-03157434 Labor Open 1 $110.00 Mar 24, 5:55 PM
WL-03157435 Labor Open 1.5 $0.00 Mar 24, 5:55 PM
WL-03157436 Travel Open 44 $0.00 Mar 24, 5:55 PM
WL-03177724 Labor Open 2 $0.00 Apr 8, 1:10 PM
WL-03177725 Labor Open 1.5 $165.00 Apr 8, 1:10 PM
WL-03177726 Travel Open 39 $110.00 Apr 8, 1:10 PM

Details