Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349862 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Rye Harrison Vet Hospital — 170 North St, Rye NY, 10580

Feb 5, 2026 → Feb 6, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 11, 2026
🕐 Clock stopped: Completed (Feb 6)
✓ SLA Met (4d early)
Dispatch 0.0d
Coordinators 1.9d
Billing 1.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.9 days
Billing
1.6 days
Over SLA
Created: Feb 5, 2026 Due: Feb 11, 2026 Completed: Feb 6, 2026 (5 days early)
📅
1.9 days Total Age
⏱️
3.3d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
2.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565662
Repair
Closed
Zone 1 WD Polisher Issues Need service ASAP. If Rose is not available, please ask for Nicky Luzzi to scheduled service. 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
Rose Rivera
Owner
Jessica Sells
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349862 (current) Invoiced
Repair • Luis Torres
Created: Feb 5, 2026 • Closed: Feb 6, 2026
Completed with minor delays
Invoiced • 98 days old
🚨
Primary Delay 3.3 days stuck in "Closed"
⏱️
Total Delay 2.9 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
0.5d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
1.3d / 2.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/5 KSmith -- Scheduled for tomorrow with Rose. 10am-12pm

2/5 KSmith -- Rose and Nicky were in a meeting. Left contact information for a return call. Sending email to schedule for tomorrow

2/5/2026jsells

spoke with Rose and I gave her the work order number and let her know that someone would be calling her to schedule

🔧 Work Performed
Polisher hand piece would engage even while sitting in its holder. Was also able to a slight hissing come from holder. Opened top to check and see if there were any loose hose connections causing issue. All connections good. Spoke with Shawn@MM and he had me check the set screw position on the polisher. It was slightly showing threads. He had me tighten it until hissing stopped. Hand piece worked as it should after that adjustment. Function tested unit to confirm no other issues. Client asked about pick up of old warrantied unit. So i called MM and spoke to Mike and he informed me that it has been set up by shawn for a box to arrive next week with instructions to follow directly to client
🔍 Technician Findings
Unit OOS Polisher hand piece leaking air and engages even while in holder.
⚠️ Problem Description
Zone 1 WD Polisher Issues Need service ASAP. If Rose is not available, please ask for Nicky Luzzi to scheduled service. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Feb 5, 10:51 AM
Case Number: 00565662
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 5, 11:48 AM
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 Feb 5, 3:42 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 49m
🗓️
▶
2 Status: Scheduled Feb 5, 4:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-06T16:00:00.000+0000
⏳ 1.9 business days
⏱️
▶
2 6x Labor Added Feb 6, 4:30 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 0h, 0m
⏳ 3.9 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 11, 2:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 22h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Feb 12, 3:15 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-253754

Bottlenecks

Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours

🔗 Related Artifacts

📞
Case 00565662
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 6, 11:00 AM
Created
Feb 5, 11:48 AM
Invoice #
SM-253754

Work Details (6)

Name Type Status Qty Amount Date
WL-03095779 Labor Open 0.5 $55.00 Feb 6, 4:30 PM
WL-03095780 Travel Open 73 $0.00 Feb 6, 4:30 PM
WL-03095781 Labor Open 0.5 $55.00 Feb 6, 4:30 PM
WL-03095782 Travel Open 43 $110.00 Feb 6, 4:30 PM
WL-03095783 Labor Open 1.25 $0.00 Feb 6, 4:30 PM
WL-03095784 Labor Open 3.5 $0.00 Feb 6, 4:30 PM

Details