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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349788 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Franklin Ave Animal Hospital — 614 Franklin Ave, Brooklyn NY, 11238

Feb 5, 2026 → Feb 26, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 5 → Feb 12, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
0d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
Created: Feb 5, 2026 Completed: Feb 19, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 4
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 0 / 4
Feb 5 → Feb 5 Assigned ▶ Running 0 0 / 4
Feb 5 → Feb 12 Awaiting Parts - Customer ⏸ Paused 5 —
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 1 / 4
Feb 13 → Feb 16 Assigned ▶ Running 0 1 / 4
Feb 16 → Feb 19 Scheduled ▶ Running 3 4 / 4
Dispatch 0.0d
Material Management 6.0d
Coordinators 5.6d
Field Work 5.2d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Coordinators
5.6 days
Over SLA
Field Work
5.2 days
Over SLA
Billing
2.0 days
Over SLA
Created: Feb 5, 2026 Due: Feb 23, 2026 Completed: Feb 27, 2026 (3 days late)
📅
15.1 days Total Age
⏱️
6.0d in Awaiting Parts - Customer Longest Stage
🔄
10 transitions Status Changes
⚠️
9.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565389
Repair
Closed
Zone 1 NWD SN:0718pen065 cylinder is broken Opens at 9am. 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
Ashleigh Boyle
Owner
Jessica Sells
Created
Feb 4, 2026
Work Orders from this Case (2)
WO-01349788 (current) Invoiced
Repair • Darrell Hope
Created: Feb 5, 2026 • Closed: Feb 26, 2026
WO-01349789 Invoiced
Repair • Darrell Hope
Created: Feb 5, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 6.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 9.1 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
1.6d / 1.0d SLA
Awaiting Parts - Customer
6.0d
Assigned
1.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Completed
5.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20 SRogers: WO cannot be closed until child WO is completed. Late closure should NOT count against the tech.

2/17 KSmith -- Parts are delayed and now arriving tomorrow. Rescheduled for Thursday with Jen. 9-11am

02/16/2026 SRobinson- Order No: 755444


Customer PO No: SR1533242


Customer: Prospect Heights Animal Hospital


Service Request NO: 1533242


Ship To Name: Franklin Ave Animal Hospital


Ship To Address: 614 Franklin Ave    


Ship To City/State: Brooklyn, NY 11238-33ND


Waybill (Tracking #): 1ZE444250371225131


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 16-FEB-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT


2/16 KSmith -- Scheduled for 2/18 with Ashleigh. 9-11am

2/16 KSmith -- Ashleigh was not available. Left contact information for a return call. Sending email as well to schedule for Wednesday.

2/13 KSmith -- Spent over 5 minutes on hold. Will call back. Sending email to schedule for 2/17 as well.

2/12/2026jsells

Ship To Name: Franklin Ave Animal Hospital Ship To Address: 614 Franklin Ave Ship To City/State: Brooklyn, NY 11238-33ND Waybill (Tracking #): 1ZE444250370509283 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 12-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 201-5640-30 SERIAL #: DESCRIPTION: 40"CABLE/800N CYLINDER ASSEMBLY (PENINSULA TOP)


2/5/2026jsells

spoke with Ashleigh, and I gave her the work order number and let her know that a coordinator will call her schedule

🔧 Work Performed
2/19, dhope, replaced cylinder assembly, function checked, reported results to customer
🔍 Technician Findings
2/19, dhope, found cylinder assembly broken on exam table,
⚠️ Problem Description
Zone 1 NWD SN:0718pen065 cylinder is broken Opens at 9am. 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 Platform Scale 110-3100-00 (Carthage)

Timeline

📞
Case Linked Feb 4, 3:13 PM
Case Number: 00565389
Subject: Repair
Status: Closed
📋
Work Order Created Feb 5, 9:39 AM
Work Order: WO-01349788
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 5, 9:46 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
👷
▶
2 Technician Assigned Feb 5, 11:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 31m, 0m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 12, 3:32 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7d 4h
👷
▶
2 Technician Assigned Feb 13, 8:10 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 37m
⏳ 1.0 business days
👷
▶
3 Technician Assigned Feb 16, 11:58 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-18T14:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3d 3h
📅
Dispatch Scheduled by Kourtney Smith Feb 17, 9:44 AM
Scheduled For: 2026-02-19T14:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Feb 19, 6:48 PM
From: Scheduled
To: Completed
Duration in Previous: 3d 6h
⏱️
3x Labor Added Feb 19, 7:00 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1.9833333333333, 25
⚠️ 5.6 business days
🏁
Status: Closed by Darrell Hope Feb 26, 8:00 PM
From: Completed
To: Closed
Duration in Previous: 7d 1h
⏳ 3.5 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 3, 11:15 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 15h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Mar 4, 1:29 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created
Invoice Number: SM-255579

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Completed
Duration: 5.2 business days (threshold: 1.0 business days)
Exceeded by 4.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.7 business hours

🔗 Related Artifacts

📞
Case 00565389
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Darrell Hope
Scheduled
Feb 19, 9:00 AM
Created
Feb 5, 9:39 AM
Invoice #
SM-255579

Work Details (3)

Name Type Status Qty Amount Date
WL-03112845 Labor Open 2 $0.00 Feb 19, 7:00 PM
WL-03112846 Labor Open 1.9833333333333 $220.00 Feb 19, 7:00 PM
WL-03112847 Travel Open 25 $110.00 Feb 19, 7:00 PM

Details