Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349268 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Sienna Plantation Animal Clinic — 9212 Sienna Ranch Rd, MISSOURI CITY TX, 77459

Feb 3, 2026 → Mar 24, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (24 biz days late)
Active: 28 biz days
Paused: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Mar 24, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 10, 2026
3 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 18, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 20, 2026
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 25, 2026
3 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 26 → Feb 27, 2026
1 business day (not counted)
▶ Clock Running
Status: Entered
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
17d
▶ Clock Running
Status: Canceled
Feb 27 → Mar 24, 2026
17 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Reschedule
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 28 of 4 biz days used
Created: Feb 3, 2026 Invoiced: Mar 24, 2026
Business Days Used 28 / 4
0 4d budget +24d over
Show SLA Clock Detail (25 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 4
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0 / 4
Feb 3 → Feb 5 Assigned ▶ Running 2 2 / 4
Feb 5 → Feb 10 Scheduled ▶ Running 3 5 / 4
Feb 10 → Feb 10 Completed ▶ Running 0 5 / 4
Feb 10 → Feb 10 Incomplete ▶ Running 0 5 / 4
Feb 10 → Feb 18 Awaiting Parts ⏸ Paused 5 —
Feb 18 → Feb 20 Ready for Scheduling ▶ Running 2 7 / 4
Feb 20 → Feb 20 Assigned ▶ Running 0 7 / 4
Feb 20 → Feb 20 Entered ▶ Running 0 7 / 4
Feb 20 → Feb 20 Assigned ▶ Running 0 7 / 4
Feb 20 → Feb 25 Scheduled ▶ Running 3 10 / 4
Feb 25 → Feb 25 Tech On Site ▶ Running 0 10 / 4
Feb 25 → Feb 25 Tech Off Site ▶ Running 0 10 / 4
Feb 25 → Feb 25 Completed ▶ Running 0 10 / 4
Feb 25 → Feb 25 Incomplete ▶ Running 0 10 / 4
Feb 25 → Feb 25 Completed ▶ Running 0 10 / 4
Feb 25 → Feb 26 Incomplete ▶ Running 1 11 / 4
Feb 26 → Feb 26 Reschedule ▶ Running 0 11 / 4
Feb 26 → Feb 27 Awaiting Parts ⏸ Paused 1 —
Feb 27 → Feb 27 Entered ▶ Running 0 11 / 4
Feb 27 → Mar 24 Canceled ▶ Running 17 28 / 4
Mar 24 → Mar 24 Ready for Scheduling ▶ Running 0 28 / 4
Mar 24 → Mar 24 Reschedule ▶ Running 0 28 / 4
Mar 24 → Mar 24 Assigned ▶ Running 0 28 / 4
Dispatch 0.1d
Material Management 7.1d
Coordinators 14.3d
Field Work 0.5d
Incomplete 0.3d (excluded)
Billing 2.5d
✗ SLA Missed
Dispatch
0.1 days
Material Management
7.1 days
Over SLA
Coordinators
14.3 days
Over SLA
Field Work
0.5 days
Incomplete (excluded from total)
0.3 days
Billing
2.5 days
Over SLA
Created: Feb 3, 2026 Due: Feb 27, 2026 Completed: Mar 24, 2026 (24 days late)
📅
35.0 days Total Age
⏱️
17.3d in Canceled Longest Stage
🔄
22 transitions Status Changes
⚠️
11.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564524
Repair
Closed
Zone 1 PROBLEM SUMMARY NWD table wont go all the way up 1223PEN225 Special Billing 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
Standard
Origin
Web
Reason
New Case
Contact
Landis Perret
Owner
Erin Martin
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349268 (current) Invoiced
Repair • Arturo Diaz
Created: Feb 3, 2026 • Closed: Mar 24, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 17.3 days stuck in "Canceled"
⏱️
Total Delay 11.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.2d / 1.0d SLA
Assigned
3.1d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Incomplete
0.3d
Awaiting Parts
7.1d / 3.0d SLA
Tech On Site
0.4d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Reschedule
1.0d / 2.0d SLA
Canceled
17.3d
Closed
0.4d / 1.0d SLA
Ready to Bill
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 KKelch- WO never should've been canceled, it should've been closed out by technician, reassigned and sent teams message to close

2/27 KKelch logged email from Midmark requesting cancellation of WO per customer. Returned to dispatch to be canceled.

2/25 KWeiss, Midmark dispatch w/o. Per tech notes, Midmark sending quote for approval of parts and repair. Placing w/o in reschedule if repair is approved.

2/23/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250370153336

The status of your package has changed.


Exception Reason: We were unable to dispatch the trailer on time. This may cause a delay.


Exception Resolution: Delivery will be delayed by one business day.

2/20 KKelch called Landis to schedule for 2/25 between 1:30 and 2:30 pm. Customer confirmed.  

2/19/26 RBerry- Updated due date based on parts.


2/18/2026jsells









Ship To Name: Sienna Plantation Animal Clinic Ship To Address: 9212 Sienna Ranch Rd Ship To City/State: MISSOURI CITY, TX 77459 Waybill (Tracking #): 1ZE444250370153336 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 18-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 201-5640-41 SERIAL #: DESCRIPTION: SELF-RETRACTING CORD WITH TWIST LOCK FOR LIFT EXAMS LINE NO: 2.1 QTY: 1 ITEM: 401-5640-26 SERIAL #: DESCRIPTION: TURBO, PS ASSY, LIFT TABLE


2/10/26 CDempsey- contacted Chane about Past Scheduled wo.

2/5 KKelch called Landis to schedule for 2/9 between 3 and 4 pm. Customer confirmed. 

2/3 KKelch called Landis to schedule for 2/9 between 2:30 and 3:30 pm. Advised to call back tomorrow.

02/03/2026 EMartin called Landis Perret / (281) 778-5244 left VM advising WO-01349268 created A coordinator will be reaching out to get this scheduled 

🔧 Work Performed
2/9 CLacy- I have inspected this unit and have found the coil cord has been damaged and repaired. I have checked for voltage from the power supply and there is no out going voltage. A new coil cord and power supply has been ordered 2/25 ADiaz: - replaced power supply and cord that was shipped after previous visit diagnosis - partially restored functionality to equipment. Restored motion but table not lowering to lowest level - contacted midmark support. Troubleshooted with dana. - determined one column lift actuator is bad. - unable to get approval for part, midmark to send estimate to POC for approval. - replaced power supply and cord that was shipped after previous visit diagnosis - partially restored functionality to equipment. Restored motion but table not lowering to lowest level - contacted midmark support. Troubleshooted with dana. - determined one column lift actuator is bad. - unable to get approval for part, midmark to send estimate to POC for approval.
🔍 Technician Findings
Unit will not raise or lower 2/25 ADiaz: Confirmed diagnosis.
⚠️ Problem Description
Zone 1 PROBLEM SUMMARY NWD table wont go all the way up 1223PEN225 Special Billing 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!

Timeline

📞
Case Linked Feb 2, 3:47 PM
Case Number: 00564524
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 3, 10:50 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Status: Assigned Feb 3, 11:01 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000HSDTyQAP, Curtis Sprague
👷
Technician Assigned by Kaitlyn Kelch Feb 3, 2:53 PM
Technician: Chane Lacy
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 5, 9:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-09T21:00:00.000+0000
⏳ 4.0 business days
🔩
Parts Added Feb 10, 1:59 PM
Type: Parts
Status: Open
Qty: 1
⏱️
5x Labor Added Feb 10, 6:19 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2, 29, 63
✔️
▶
3 Status: Completed Feb 10, 6:30 PM
Status: Completed → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090095
Status: Closed
📦
Status: Awaiting Parts by Chane Lacy
From: Incomplete
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 5.7 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 18, 5:44 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 23h
⏳ 2.8 business days
👷
▶
2 Technician Assigned Feb 20, 9:52 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 16h
🆕
▶
3 Status: Entered Feb 20, 10:48 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTAMGQA5, Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-25T19:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Arturo Diaz Feb 25, 2:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
⏱️
5x Labor Added Feb 25, 6:18 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 40
🚗
Status: Tech Off Site by Arturo Diaz Feb 25, 6:29 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 32m
✔️
Status: Completed by Arturo Diaz Feb 25, 6:35 PM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 6m, 0m
✔️
▶
2 Status: Completed Feb 25, 6:51 PM
Status: Completed → Status: Incomplete
⚠️
Status: Incomplete by Arturo Diaz
From: Completed
To: Incomplete
Duration in Previous: 2m
🔄
Status: Reschedule by Keith Weiss Feb 25, 8:36 PM
From: Incomplete
To: Reschedule
Duration in Previous: 1h 42m
📦
Status: Awaiting Parts by Kaitlyn Kelch Feb 26, 9:19 AM
From: Reschedule
To: Awaiting Parts
Duration in Previous: 12h 43m
⏳ 2.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 27, 4:01 PM
From: Awaiting Parts
To: Entered
Duration in Previous: 1d 6h
🚫
Status: Canceled by Erin Martin Feb 27, 4:31 PM
From: Entered
To: Canceled
Duration in Previous: 30m
🚨 17.9 business days
📅
▶
2 Status: Ready for Scheduling Mar 24, 1:09 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
🏁
Status: Closed by Arturo Diaz Mar 24, 1:16 PM
From: Assigned
To: Closed
Duration in Previous: 5m
📄
Status: Ready to Bill by Nancy Suarez Mar 24, 4:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 0m
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Mar 26, 12:59 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 72.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-257514

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 5.1 business days (threshold: 3.0 business days)
Exceeded by 2.1 business days
Ready for Scheduling
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00564524
Closed
📦
Parts Order 00090095
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Arturo Diaz
Scheduled
N/A
Created
Feb 3, 10:50 AM
Invoice #
SM-257514

Work Details (11)

Name Type Status Qty Amount Date
WL-03099258 Parts Open 1 $0.00 Feb 10, 1:59 PM
WL-03099909 Labor Open 1 $0.00 Feb 10, 6:19 PM
WL-03099910 Labor Open 1 $110.00 Feb 10, 6:19 PM
WL-03099911 Labor Open 2 $0.00 Feb 10, 6:19 PM
WL-03099912 Travel Open 29 $110.00 Feb 10, 6:19 PM
WL-03099913 Travel Open 63 $0.00 Feb 10, 6:19 PM
WL-03120064 Labor Open 1 $0.00 Feb 25, 6:18 PM
WL-03120065 Labor Open 1.5 $165.00 Feb 25, 6:18 PM
WL-03120066 Labor Open 1 $0.00 Feb 25, 6:18 PM
WL-03120067 Travel Open 40 $110.00 Feb 25, 6:18 PM
WL-03120068 Travel Open 40 $0.00 Feb 25, 6:18 PM

Details