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← WO Overview

WO-01349930 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Lake Hamilton Animal Hospital — 1525 Airport Rd, HOT SPRINGS AR, 71913

Feb 5, 2026 → Feb 23, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 23, 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 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
6d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 17, 2026
6 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 9 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 11 of 4 biz days used
Created: Feb 5, 2026 Completed: Feb 23, 2026
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 4
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 1 / 4
Feb 6 → Feb 6 Assigned ▶ Running 0 1 / 4
Feb 6 → Feb 17 Scheduled ▶ Running 6 7 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 7 / 4
Feb 17 → Feb 18 Incomplete ▶ Running 1 8 / 4
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 8 / 4
Feb 18 → Feb 19 Assigned ▶ Running 1 9 / 4
Feb 19 → Feb 23 Scheduled ▶ Running 2 11 / 4
Feb 23 → Feb 23 Tech On Site ▶ Running 0 11 / 4
Dispatch 0.0d
Coordinators 12.3d
Field Work 0.9d
Incomplete 1.4d (excluded)
Billing 1.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.3 days
Over SLA
Field Work
0.9 days
Incomplete (excluded from total)
1.4 days
Billing
1.6 days
Over SLA
Created: Feb 5, 2026 Due: Feb 24, 2026 Completed: Feb 23, 2026 (1 days early)
📅
11.6 days Total Age
⏱️
6.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
8.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Feb 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565734
Repair
Closed
Travel Zone 1 Dispatch Type Repair Email brettdunc@gmail.com PROBLEM SUMMARY EW Scaler Issues ADDITIONAL NOTES 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
Brett Duncan
Owner
Leona Coonrod
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349930 (current) Invoiced
Repair • Christopher Carroll
Created: Feb 5, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 6.4 days stuck in "Scheduled"
⏱️
Total Delay 8.5 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
Assigned
1.3d / 0.5d SLA
Scheduled
9.4d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Incomplete
1.4d
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18 MOwens Sent email back to Brett Duncan to schedule the return visit for 2/23.

2/18 CC Why does manufacture read Merge SH Holdings, Inc?


02/18/2026 EMartin


Order No: 756151


Customer PO No: SR1533686


Customer: Midmark No Charge


Service Request NO: 1533686


  


Ship To Name: Lake Hamilton Animal Hospital


Ship To Address: 1525 Airport Rd    


Ship To City/State: HOT SPRINGS, AR 71913


Waybill (Tracking #): 1ZE444250370918840


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 18-FEB-2026


  


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


2/17 SRogers: Updating to incomplete. Per tech notes: "support states they have sent new 002-1499-00 tubing, site does not have it. Support is sending new tubing, return trip required"


2/17 CC Part not on site, support will send new part. Site reaching out when part arrives. Why is manufacture read Merge SH Holdings, Inc?



2/6 MOwens Called and spoke to Brett Duncan. I told him the parts should b=deliver by next Wed. 2/11 from Midmark. He will watch for them. I offered the first available opening for the tech on 2/16. Brett said he does not work on Monday's. he said Tues. 2/17 from 1-5pm works to schedule the visit. I confirmed that will work for the tech.

2/6/2026jsells

Ship To Name: Lake Hamilton Animal Hospital Ship To Address: 1525 Airport Rd Ship To City/State: HOT SPRINGS, AR 71913 Waybill (Tracking #): 1ZE444250370194122 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 06-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT

 

2/5/26 lcoonrod

rings but no one picked up, Will send email 

🔧 Work Performed
Technician Findings upon arrival: Unit scaler is leaking What caused the issue: Damaged tubing Actions Taken/Work Performed: successful installation of new tubing Final Resolution: Unit performs true returned to service
🔍 Technician Findings
Technician Findings upon arrival: Unit scaler is leaking What caused the issue: Damaged tubing Actions Taken/Work Performed: successful installation of new tubing Final Resolution: Unit performs true returned to service
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair Email brettdunc@gmail.com PROBLEM SUMMARY EW Scaler Issues ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
8000

Timeline

📞
Case Linked Feb 5, 12:06 PM
Case Number: 00565734
Subject: Repair
Status: Closed
📋
Work Order Created Feb 5, 2:22 PM
Work Order: WO-01349930
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Leona Coonrod Feb 5, 2:31 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 9m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 6, 3:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
📅
▶
2 Dispatch Scheduled Feb 6, 3:30 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 10m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Melissa Owens Feb 17, 1:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 21h
⚠️
Status: Incomplete by Shawn Rogers Feb 17, 4:06 PM
From: Tech On Site
To: Incomplete
Duration in Previous: 2h 55m
🔩
Parts Added Feb 18, 9:59 AM
Type: Parts
Status: Open
Qty: 1
📅
▶
2 Status: Ready for Scheduling Feb 18, 4:49 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Carroll
🗓️
▶
2 Status: Scheduled Feb 19, 10:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-23T15:00:00.000+0000
📅
Dispatch Scheduled by Melissa Owens Feb 19, 10:21 AM
Scheduled For: 2026-02-23T18:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Melissa Owens Feb 23, 2:27 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 4h
⏱️
5x Labor Added Feb 23, 6:10 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 1.25, 1.5, 60
✔️
▶
2 Status: Completed Feb 23, 6:20 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Christopher Carroll
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.7 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 25, 2:04 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
📨
Status: Invoice Pending by Nancy Suarez Feb 26, 11:18 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 21h 14m, 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 27, 6:51 PM
Invoice Number: SM-254962

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.2 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours

🔗 Related Artifacts

📞
Case 00565734
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Carroll
Scheduled
Feb 23, 1:00 PM
Created
Feb 5, 2:22 PM
Invoice #
SM-254962

Work Details (6)

Name Type Status Qty Amount Date
WL-03110009 Parts Open 1 $0.00 Feb 18, 9:59 AM
WL-03116764 Labor Open 0.25 $0.00 Feb 23, 6:10 PM
WL-03116765 Labor Open 1.25 $137.50 Feb 23, 6:10 PM
WL-03116766 Labor Open 1.5 $0.00 Feb 23, 6:10 PM
WL-03116767 Travel Open 5 $110.00 Feb 23, 6:10 PM
WL-03116768 Travel Open 60 $0.00 Feb 23, 6:10 PM

Details