Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349286 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Arches Animal Hospital — 8488 Charlotte Highway, STE 103, Fort Mill SC, 29707

Feb 3, 2026 → Mar 18, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Paused: 20 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 18, 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 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 3 → Feb 11, 2026
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 27, 2026
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 27 → Mar 4, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Mar 4 → Mar 13, 2026
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 13 → Mar 16, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 18, 2026
2 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
Created: Feb 3, 2026 Completed: Mar 18, 2026
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (16 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 3 Assigned ▶ Running 0 0 / 4
Feb 3 → Feb 11 Awaiting Parts - Customer ⏸ Paused 6 —
Feb 11 → Feb 12 Ready for Scheduling ▶ Running 1 1 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 1 / 4
Feb 12 → Feb 17 Scheduled ▶ Running 2 3 / 4
Feb 17 → Feb 18 Incomplete ▶ Running 1 4 / 4
Feb 18 → Feb 27 Awaiting Parts ⏸ Paused 7 —
Feb 27 → Feb 27 Ready for Scheduling ▶ Running 0 4 / 4
Feb 27 → Mar 4 Assigned ▶ Running 3 7 / 4
Mar 4 → Mar 13 Awaiting Parts - Customer ⏸ Paused 7 —
Mar 13 → Mar 16 Ready for Scheduling ▶ Running 1 8 / 4
Mar 16 → Mar 16 Assigned ▶ Running 0 8 / 4
Mar 16 → Mar 18 Scheduled ▶ Running 2 10 / 4
Mar 18 → Mar 18 Tech On Site ▶ Running 0 10 / 4
Dispatch 0.0d
Material Management 22.4d
Coordinators 13.9d
Field Work 0.4d
Incomplete 0.4d (excluded)
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
22.4 days
Over SLA
Coordinators
13.9 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
0.4 days
Billing
1.8 days
Over SLA
Created: Feb 3, 2026 Due: Mar 20, 2026 Completed: Mar 18, 2026 (2 days early)
📅
31.0 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
18 transitions Status Changes
⚠️
13.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564492
Repair
Closed
Travel Zone 2 Dispatch Type Repair Email coryellis@gmail.com PROBLEM SUMMARY AGIV Freight damage to top. ADDITIONAL NOTES Please contact mobile number. 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
Cory Ellis
Owner
Leona Coonrod
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349286 (current) Invoiced
Repair • Eric Colon
Created: Feb 3, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
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
4.7d / 1.0d SLA
Awaiting Parts - Customer
14.4d
Assigned
4.3d / 0.5d SLA
Scheduled
4.9d / 2.0d SLA
Incomplete
0.4d
Awaiting Parts
8.0d / 3.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/16 MOwens Cory replied back that 3/18 in the morning between 10-11am works for the visit.

3/16 MOwens Cory sent an email advising that the latest table top arrived w/o damages. I replied back offering Wed. 3/18 as the first open date to schedule.

3/13/2026jsells

Ship To Name: Arches Animal Hospital Ship To Address: 8488 Charlotte Highway STE 103 Ship To City/State: Fort Mill, SC 29707 Waybill (Tracking #): 1ZE444250348762872 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-MAR-2026 LINE NO: 1.1 QTY: 1 ITEM: 300-2002-00 SERIAL #: DESCRIPTION: REPLACEMENT V-TOP ASM, 60" - W/O HEAT


3/4 MOwens Cory replied back to the email that the 2nd replacement top arrived with damages. He reached out to Midmark to get another replacement shipped.


3/2 KHardison: Updated due date.

1ZE444250347555384

Estimated delivery

Tomorrow, March 03, between 10:15 A.M. - 12:15 P.M.


2/27 MOwens Sent email to Cory giving the tracking info. He will email back once the replacement part arrives and he checks that it is not damaged.

2/27/26 lcoonrod

Your shipment

1ZE444250347555384

Latest Update

The delivery date will be provided as soon as possible.


02/27/2026 EMartin


Order No: 756487

Customer PO No: N557322

Customer: Midmark No Charge

Service Request NO: 1530376

  


Ship To Name: Arches Animal Hospital

Ship To Address: 8488 Charlotte Highway STE 103   

Ship To City/State: Fort Mill, SC 29707

Waybill (Tracking #): 1ZE444250347555384

Carrier: UPS-Parcel-Ground

  

The following items have shipped from Midmark Corporation on: 26-FEB-2026

  


LINE NO: 1.1 QTY: 1 ITEM: 300-2002-00 SERIAL #: DESCRIPTION: REPLACEMENT V-TOP ASM, 60" - W/O HEAT

2/17 MOwens Called and spoke to Cory. the replacement top arrived damaged. Cory declined the delivery and is going to contact Midmark to get another replacement top shipped to his location.

2/16/26 SReich

Your shipment

1ZE444250346337880

Estimated delivery

Tomorrow, February 17 by 9:00 P.M.


2/13 KHardison: Updated due date.

1ZE444250346337880

Estimated delivery

The package has been reported as damaged and we will notify the shipper.


2/12 MOwens Called and spoke to Cory Ellis. Told him the part will deliver on 2/13. He will watch for it and have it ready for when the tech goes onsite. Scheduled the repair visit for 2/17 for arrival after 3:30pm.

02/11/2026 Emartin

Order No: 752881

Customer PO No: N557322

Customer: Midmark No Charge

Service Request NO: 1530376

  


Ship To Name: Arches Animal Hospital

Ship To Address: 8488 Charlotte Highway STE 103   

Ship To City/State: Fort Mill, SC 29707

Waybill (Tracking #): 1ZE444250346337880

Carrier: UPS-Parcel-Ground

 

The following items have shipped from Midmark Corporation on: 11-FEB-2026

 

LINE NO: 1.1 QTY: 1 ITEM: 300-2002-00 SERIAL #: DESCRIPTION: REPLACEMENT V-TOP ASM, 60" - W/O HEAT


2/3/26 lcoonrod

Left message with receptionist for Cory. Left WO # and that someone will be reaching out to them to set up the appt 

🔧 Work Performed
3/18/26- EColon- Arrived onsite, checked in with front desk and escorted to table/part. Customer said top had damage from freight. Replaced V-top replacement, completed functions check. Unit fully functional.
🔍 Technician Findings
v-top replacement
⚠️ Problem Description
Travel Zone 2 Dispatch Type Repair Email coryellis@gmail.com PROBLEM SUMMARY AGIV Freight damage to top. ADDITIONAL NOTES Please contact mobile number. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark Hydraulic Column Surgery Table, V-Top, Flat-Top

Timeline

📞
Case Linked Feb 2, 2:47 PM
Case Number: 00564492
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 3, 11:15 AM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Feb 3, 3:42 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 4h 22m, 0m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 11, 2:31 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7d 22h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 12, 4:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 2h
🗓️
▶
2 Status: Scheduled Feb 12, 4:57 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-17T20:45:00.000+0000
⏳ 2.9 business days
⚠️
Status: Incomplete by Shawn Rogers Feb 17, 4:14 PM
From: Scheduled
To: Incomplete
Duration in Previous: 4d 23h
📦
▶
2 Parts Requested Feb 17, 7:33 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Eric Colon
From: Incomplete
To: Awaiting Parts
Duration in Previous: 3h 18m
🔩
Parts Added Feb 18, 2:02 PM
Type: Parts
Status: Open
Qty: 1
⚠️ 6.0 business days
🔩
Parts Added Feb 25, 1:29 PM
Type: Parts
Status: Open
Qty: -1
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 27, 8:17 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 9d 12h
👷
▶
2 Technician Assigned Feb 27, 12:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 30m
⏳ 4.0 business days
👤
Status: Awaiting Parts - Customer by Melissa Owens Mar 4, 10:12 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 4d 21h
🔩
Parts Added Mar 4, 11:05 AM
Type: Parts
Status: Open
Qty: 1
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Mar 13, 11:33 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 9d 0h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Mar 16, 10:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 23h
🗓️
▶
2 Status: Scheduled Mar 16, 2:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-18T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Eric Colon Mar 18, 2:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
5x Labor Added Mar 18, 5:07 PM
Type: Labor, Travel
Status: Open
Qty: 2, 3.5, 2.25, 83
✔️
Status: Completed by Eric Colon Mar 18, 5:13 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 49m, 0m
⏳ 3.8 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 23, 1:20 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 20h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Mar 24, 4:37 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 73.9 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-257371

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.0 business hours
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.3 business hours
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours

🔗 Related Artifacts

📞
Case 00564492
Closed
📦
Parts Order 00090566
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Mar 18, 10:00 AM
Created
Feb 3, 11:15 AM
Invoice #
SM-257371

Work Details (9)

Name Type Status Qty Amount Date
WL-03089282 Parts Open 1 $0.00 Feb 3, 11:15 AM
WL-03110505 Parts Open 1 $0.00 Feb 18, 2:02 PM
WL-03119508 Parts Open -1 $0.00 Feb 25, 1:29 PM
WL-03129491 Parts Open 1 $0.00 Mar 4, 11:05 AM
WL-03149955 Labor Open 2 $0.00 Mar 18, 5:07 PM
WL-03149956 Labor Open 3.5 $385.00 Mar 18, 5:07 PM
WL-03149957 Labor Open 2.25 $0.00 Mar 18, 5:07 PM
WL-03149958 Travel Open 83 $110.00 Mar 18, 5:07 PM
WL-03149959 Travel Open 83 $0.00 Mar 18, 5:07 PM

Details