Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340214 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Village West Veterinary — 840 N Western Ave, CHICAGO IL, 60622

Jan 27, 2026 → Feb 5, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 2, 2026
🕐 Clock stopped: Completed (Feb 6)
✗ SLA Missed (3d late)
Dispatch 0.0d
Material Management 0.4d
Coordinators 8.5d
Field Work 1.2d
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.4 days
Coordinators
8.5 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
1.5 days
Over SLA
Created: Jan 27, 2026 Due: Feb 5, 2026 Completed: Feb 6, 2026 (on time)
📅
7.8 days Total Age
⏱️
4.4d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
6.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00562605
Repair
Closed
Zone 2 NWD Scaler issue. Run with SR1527138 ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR 1527138- 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
Web
Reason
New Case
Contact
Manny Solis
Owner
Sherry Reich
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340214 (current) Invoiced
Repair • Franco Jackson
Created: Jan 27, 2026 • Closed: Feb 5, 2026
Completed with minor delays
Invoiced • 107 days old
🚨
Primary Delay 4.4 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
Awaiting Parts - Customer
0.4d
Assigned
1.5d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
3.3d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9/26 NSuarez SRA needs the year updated from 2025 to 2026 on PG 1.

1/30/2026 CRamen spoke with Victoria and scheduled for Thursday 2/5/2026 with tech arrival between 11-1. Call logged on WO-01340214


1/29/2026 CRamen have tracking but no eta yet. Called to schedule for next week but Manny and Victoria are out till Monday and was asked to call Monday to schedule. Call logged on WO-01340214


1/29 KHardison: No ETA.

Ship To Name: Village West Veterinary Ship To Address: 840 N Western Ave Ship To City/State: CHICAGO, IL 60622 Waybill (Tracking #): 1ZE444250370954882 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10980-00 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL PARTS

01/29/2026 SRobinson- Order No: 751732


Customer PO No: SR1527138


Customer: Thrive Pet Healthcare


Service Request NO: 1527138


Ship To Name: Village West Veterinary


Ship To Address: 840 N Western Ave    


Ship To City/State: CHICAGO, IL 60622


Waybill (Tracking #): 1ZE444250370954882


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 29-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10721-00 SERIAL #: DESCRIPTION: EXTENDED PERIODIC MAINTENANCE KIT, VET PRO 1000


1/29/2026 CRamen spoke with Victoria and she hasnt received parts as of yet and will call when received to schedule. Call logged on WO-01340214


1/27/26 SReich - Called location and held for over five minutes, sending an email.  

🔧 Work Performed
5feb2026 fjackson replaced foot pedal parts sent and verified working ok
🔍 Technician Findings
foot pedal sticking
⚠️ Problem Description
Zone 2 NWD Scaler issue. Run with SR1527138 ADDITIONAL NOTES This dispatch needs to be completed on the same day as SR 1527138- 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 27, 3:46 PM
Case Number: 00562605
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 27, 3:59 PM
Work Order Created → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich Jan 27, 4:10 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Jan 29, 10:26 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1d 18h, 0m
📅
Status: Ready for Scheduling by Shelby Robinson Jan 29, 1:37 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 11m
🆕
▶
2 Status: Entered Jan 29, 2:49 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Franco Jackson
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 30, 3:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-05T17:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Robert Jackson Feb 5, 1:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 3x Labor Added Feb 5, 10:40 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Robert Jackson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 27m, 0m
⏳ 2.2 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 9, 4:43 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 18h
🏁
Status: Closed by Robert Jackson Feb 9, 4:54 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 11m
📄
Status: Ready to Bill by Nancy Suarez Feb 10, 3:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 21m
📨
Status: Invoice Pending by Nancy Suarez Feb 11, 1:41 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 22h 24m, 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 13, 10:15 AM
Invoice Number: SM-253609

Bottlenecks

Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00562605
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Franco Jackson
Scheduled
Feb 5, 12:00 PM
Created
Jan 27, 3:59 PM
Invoice #
SM-253609

Work Details (4)

Name Type Status Qty Amount Date
WL-03080309 Parts Open 1 $0.00 Jan 27, 3:59 PM
WL-03094523 Labor Open 1.25 $0.00 Feb 5, 10:40 PM
WL-03094524 Labor Open 0.5 $110.00 Feb 5, 10:40 PM
WL-03094525 Travel Open 36 $110.00 Feb 5, 10:40 PM

Details