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WO-01341003 ↗ ServiceMax

MIDMARK • Repair • P4

📍 GENTLE CARE ANIMAL HOSPITAL — 100 Kumar Ct, Raleigh NC, 27606

Jan 30, 2026 → Feb 13, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 5, 2026
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Feb 13)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed (5d late)
Dispatch 0.0d
Material Management 2.0d
Coordinators 11.4d
Field Work 0.4d
Billing 1.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
11.4 days
Over SLA
Field Work
0.4 days
Billing
1.2 days
Over SLA
Created: Jan 30, 2026 Due: Feb 16, 2026 Completed: Feb 13, 2026 (3 days early)
📅
10.8 days Total Age
⏱️
5.3d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
8.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 6, 2026
Visit 2 Feb 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563829
Repair
Closed
Zone 1 NWD Scaler issue. Ref. SR1522944 Special Billing. 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
Critical
Origin
Web
Reason
New Case
Contact
Brendon LeBlanc
Owner
Jessica Sells
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01341003 (current) Invoiced
Repair • Christopher Morning
Created: Jan 30, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 104 days old
🚨
Primary Delay 5.3 days stuck in "Scheduled"
⏱️
Total Delay 8.2 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
0.9d / 1.0d SLA
Assigned
2.7d / 0.5d SLA
Scheduled
7.7d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Ready to Bill
1.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11 MOwens Brendon replied back to confirm the visit for afternoon of 2/13

2/11 MOwen Sent reply back to Brendon asking if 2/13 from 4-6pm works for the visit

2/11 MOwens Brendon replied back that he received the parts from Midmark. I sent a reply asking if he needs a specific date coming up to schedule.

02/09/2026 Emartin

Order No: 754011

Customer PO No: SR1529702

Customer: Thrive Pet Healthcare

Service Request NO: 1529702

  

Ship To Name: Gentle Care Animal Hospital

Ship To Address: 100 Kumar Ct    

Ship To City/State: RALEIGH, NC 27606-4248

Waybill (Tracking #): 1ZE444250346492239


Carrier: UPS-Parcel-Ground

  


The following items have shipped from Midmark Corporation on: 06-FEB-2026


LINE NO: 1.1 QTY: 1 ITEM: 015-2398-00 SERIAL #: DESCRIPTION: SWITCH, PRESSURE

2/2 MOwens Brendon replied back asking to reschedule for a day this week for an earlier time during the day. Replied back and confirmed scheduling for 2/6 between 7:30-9am for the repair visit.

1/30 MOwens Replied back to Brendon's FU email and scheduled the repair visit for next Tues. 2/3 from 4:30-6pm.

1/30 MOwens Replied back to the email that Brendon sent yesterday asking about scheduling the repair visit.

1/30/2026jsells

left a voicemail for Brendon and I gave him the work order number and let him know he will receive a phone call to schedule this visit

🔧 Work Performed
2-6-26 CTM - Performed repair/evaluation NWD scaler by checking pressure switch , faulty pressure switch . Spoke with Midmark tech Mike and they will ship New pressure switch to customer .part number 015-2398-00 . Notified POC Becca Stephenson of findings and completion . POC Becca Stephenson approved part to be shipped to them. 2-13-26 CTM - Performed repair on VetPro 1000 by replacing pressure switch . TESTED PASS. Notified POC Beca Stephenson of completion .
🔍 Technician Findings
2-6-26 CTM - Perform repair NWD scaler by repair/evaluating the issue . Notify POC Becca Stephenson of findings and completion . 2-13-26 CTM - Perform repair on VetPro 1000 by replacing pressure switch . Notify POC Beca Stephenson of completion .
⚠️ Problem Description
Zone 1 NWD Scaler issue. Ref. SR1522944 Special Billing. 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 30, 11:48 AM
Case Number: 00563829
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Jan 30, 12:21 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Jan 30, 3:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 26m
🗓️
▶
2 Status: Scheduled Jan 30, 4:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-03T21:30:00.000+0000
⏳ 1.9 business days
📅
Dispatch Scheduled by Melissa Owens Feb 2, 9:18 AM
Scheduled For: 2026-02-06T12:30:00.000+0000
⏳ 5.0 business days
🔧
Status: Tech On Site by Christopher Morning Feb 6, 7:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 14h
🔩
Parts Added Feb 6, 8:19 AM
Type: Parts
Status: Open
Qty: 1
📦
▶
2 Parts Requested Feb 6, 8:29 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Christopher Morning
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 48m
⏱️
3x Labor Added Feb 6, 8:49 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.5, 18
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 9, 10:09 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 1h
👷
▶
2 Status: Assigned Feb 9, 2:06 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Feb 11, 3:36 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2d 1h
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Feb 13, 3:17 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 12
⏱️
▶
2 Labor Added Feb 13, 4:05 PM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site
To: Completed
Duration in Previous: 48m
⏱️
▶
2 2x Labor Added Feb 13, 5:39 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 1h 33m
⏳ 3.8 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 5:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 23h
📨
▶
2 Status: Invoice Pending Feb 19, 12:28 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254374

Bottlenecks

Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business hours
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Ready to Bill
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours

🔗 Related Artifacts

📞
Case 00563829
Closed
📦
Parts Order 00089859
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Morning
Scheduled
Feb 13, 4:30 PM
Created
Jan 30, 12:21 PM
Invoice #
SM-254374

Work Details (9)

Name Type Status Qty Amount Date
WL-03094857 Parts Open 1 $0.00 Feb 6, 8:19 AM
WL-03094878 Labor Open 0.5 $0.00 Feb 6, 8:49 AM
WL-03094879 Labor Open 1.5 $165.00 Feb 6, 8:49 AM
WL-03094880 Travel Open 18 $110.00 Feb 6, 8:49 AM
WL-03105392 Labor Open 0.5 $0.00 Feb 13, 3:21 PM
WL-03105393 Travel Open 12 $110.00 Feb 13, 3:21 PM
WL-03105470 Labor Open 1 $110.00 Feb 13, 4:05 PM
WL-03105677 Labor Open 0.5 $0.00 Feb 13, 5:39 PM
WL-03105678 Travel Open 18 $0.00 Feb 13, 5:39 PM

Details