Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349567 ↗ ServiceMax

MIDMARK • Repair • P4

📍 NORTH PENN ANIMAL HOSPITAL — 1200 W Main St, Lansdale PA, 19446

Feb 4, 2026 → Feb 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 4 → Feb 5, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 10, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 11 → Feb 11, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 17, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
Created: Feb 4, 2026 Completed: Feb 17, 2026
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0 / 4
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 0 / 4
Feb 4 → Feb 4 Assigned ▶ Running 0 0 / 4
Feb 4 → Feb 5 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 1 / 4
Feb 6 → Feb 6 Assigned ▶ Running 0 1 / 4
Feb 6 → Feb 10 Scheduled ▶ Running 2 3 / 4
Feb 10 → Feb 10 Tech On Site ▶ Running 0 3 / 4
Feb 10 → Feb 10 Completed ▶ Running 0 3 / 4
Feb 10 → Feb 11 Incomplete ▶ Running 1 4 / 4
Feb 11 → Feb 11 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 4 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 4 / 4
Feb 11 → Feb 17 Scheduled ▶ Running 3 7 / 4
Dispatch 0.0d
Material Management 2.3d
Coordinators 9.1d
Field Work 1.8d
Incomplete 0.3d (excluded)
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.3 days
Coordinators
9.1 days
Over SLA
Field Work
1.8 days
Incomplete (excluded from total)
0.3 days
Billing
1.0 days
Over SLA
Created: Feb 4, 2026 Due: Feb 18, 2026 Completed: Feb 17, 2026 (1 days early)
📅
9.0 days Total Age
⏱️
3.4d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
4.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564985
Repair
Closed
Zone 1 NWD toggle is leaking water, and the water does not adjust well ADDITIONAL NOTES Check valves are back feeding, the scalar water will not turn off and the drill water is cutting in and out. 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
Amanda Hadley
Owner
Sherry Reich
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349567 (current) Invoiced
Repair • Philip Krogstad
Created: Feb 4, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 3.4 days stuck in "Scheduled"
⏱️
Total Delay 4.8 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
Awaiting Parts - Customer
2.3d
Assigned
0.4d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Incomplete
0.3d
Completed
1.0d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11 MOwens Called and spoke to Amanda Hadley. I told her the parts coming from Midmark will deliver by UPs on 2/12. She will have them ready for when the tech returns back onsite. Scheduled the return visit for 2/17 with arrival between 9-10am.

2/11/26 SReich

Your shipment

1ZE444250371813317

Estimated delivery

Tomorrow, February 12, between 10:00 A.M. - 1:00 P.M. 

Order No: 754675 Customer PO No: SR1532428 Customer: North Penn Animal Hospital Service Request NO: 1532428 Ship To Name: North Penn Animal Hospital Ship To Address: 1200 W Main St Ship To City/State: LANSDALE, PA 19446 Waybill (Tracking #): 1ZE444250371813317 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 10-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 029-2449-03 SERIAL #: DESCRIPTION: AIR CONTROL VALVE


2/10 KWeiss, W/O is a Midmark dispatch, Midmark providing part. Moving w/o to awaiting parts-customer.

2/6 MOwens Called Janie back on her cell. Told her I can get the tech there on 2/10. Arrival around 10am.

2/6 MOwens Called and spoke to Janie the office manager since Amanda Hadley was not available to answer the call. Janie said next Tues after 8:30am works the best to schedule the visit. I will call her back this afternoon to confirm. Cell number 267-221-8684.


02/05/2026 EMartin

Order No: 753295


Customer PO No: SR1532428

Customer: North Penn Animal Hospital

Service Request NO: 1532428


 Ship To Name: North Penn Animal Hospital

Ship To Address: 1200 W Main St    

Ship To City/State: LANSDALE, PA 19446

Waybill (Tracking #): 1ZE444250345197140

Carrier: UPS-Parcel-Ground

  

The following items have shipped from Midmark Corporation on: 04-FEB-2026

 

LINE NO: 1.1 QTY: 2 ITEM: 117698 SERIAL #: DESCRIPTION: CHECK VALVE K


2/4/26 SReich - Spoke to Nicole, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
CLEARED SYRINGE WATER LINE; SCALER HANDPIECE HOLDER NOT FULLY ENGAGING; ADJUSTED TO PROPER OPERATION 2/17- Replaced check valves for water tanks. Replaced valve for scaler. Discovered air leak on yellow line going into a clear line coming from the regulator. Tried fixing leak. Reduced air leak but small leak still present. Tested all instruments. All instruments function as they should.
🔍 Technician Findings
PINCHED WATER LINE AT SYRINGE; REPLACEMENT CHECK VALVES INSTALLED BY SITE AND LOOK GOOD; WATER CONTROL VALVE OPERATING AS EXPECTED
⚠️ Problem Description
Zone 1 NWD toggle is leaking water, and the water does not adjust well ADDITIONAL NOTES Check valves are back feeding, the scalar water will not turn off and the drill water is cutting in and out. 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 Feb 3, 4:53 PM
Case Number: 00564985
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 4, 11:23 AM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 2
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 4, 4:55 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 5h 29m, 0m
📅
Status: Ready for Scheduling by Erin Martin Feb 5, 1:39 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 20h 43m
👷
▶
2 Technician Assigned Feb 6, 11:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 40m
👷
▶
3 Technician Assigned Feb 6, 2:18 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 3h 2m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-10T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Chris Galasso Feb 10, 10:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 19h
🔩
Parts Added Feb 10, 12:05 PM
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Chris Galasso Feb 10, 5:19 PM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 7h 1m, 0m
👤
Status: Awaiting Parts - Customer by Keith Weiss Feb 10, 7:43 PM
From: Incomplete
To: Awaiting Parts - Customer
Duration in Previous: 2h 24m
📅
Status: Ready for Scheduling by Sherry Reich Feb 11, 12:28 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 16h 44m
👷
▶
2 Technician Assigned Feb 11, 3:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 10m
🗓️
▶
2 Status: Scheduled Feb 11, 4:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-17T14:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 2x Labor Added Feb 17, 10:17 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Philip Krogstad
From: Scheduled
To: Completed
Duration in Previous: 5d 18h
⏱️
Labor Added Feb 17, 5:59 PM
Type: Labor
Status: Open
Qty: 1.5
🏁
Status: Closed by Philip Krogstad Feb 17, 6:05 PM
From: Completed
To: Closed
Duration in Previous: 7h 43m
⏳ 3.7 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 6:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 0h
⏳ 1.7 business days
📨
▶
2 Status: Invoice Pending Feb 23, 4:12 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254694

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business hours
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Ready to Bill
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours

🔗 Related Artifacts

📞
Case 00564985
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Philip Krogstad
Scheduled
Feb 17, 9:00 AM
Created
Feb 4, 11:23 AM
Invoice #
SM-254694

Work Details (5)

Name Type Status Qty Amount Date
WL-03091100 Parts Open 2 $0.00 Feb 4, 11:23 AM
WL-03099097 Parts Open 1 $0.00 Feb 10, 12:05 PM
WL-03108462 Labor Open 1.5 $0.00 Feb 17, 10:17 AM
WL-03108464 Travel Open 62 $110.00 Feb 17, 10:17 AM
WL-03109221 Labor Open 1.5 $165.00 Feb 17, 5:59 PM

Details