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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349970 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Price Creek Animal Hospital — 401 Price Creek Rd, BREMEN GA, 30110

Feb 5, 2026 → Feb 18, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
🏭 Customer Supplied Parts (1)
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
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: Tech Off Site
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 12, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 19, 2026
4 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
Created: Feb 5, 2026 Completed: Feb 19, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (13 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 10 Scheduled ▶ Running 2 3 / 4
Feb 10 → Feb 10 Tech On Site ▶ Running 0 3 / 4
Feb 10 → Feb 11 Tech Off Site ▶ Running 1 4 / 4
Feb 11 → Feb 12 Awaiting Parts ⏸ Paused 1 —
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 4 / 4
Feb 12 → Feb 12 Entered ▶ Running 0 4 / 4
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 4 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 4 / 4
Feb 12 → Feb 19 Scheduled ▶ Running 4 8 / 4
Feb 19 → Feb 19 Tech On Site ▶ Running 0 8 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 8.3d
Field Work 1.5d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
8.3 days
Over SLA
Field Work
1.5 days
Billing
1.0 days
Created: Feb 5, 2026 Due: Feb 19, 2026 Completed: Feb 19, 2026 (on time)
📅
8.5 days Total Age
⏱️
3.4d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
3.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Dylan Ingraham — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 10, 2026
Visit 2 Feb 18, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565804
Repair
Closed
Zone 1 WD Damp packs and low temp errors ADDITIONAL NOTES If Dr. Hatchett is not available, anyone at the office can set up the appointment. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Jonathan Hatchett
Owner
Sherry Reich
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349970 (current) Invoiced
Repair • Dylan Ingraham
Created: Feb 5, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 3.4 days stuck in "Scheduled"
⏱️
Total Delay 3.1 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
2.0d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Scheduled
5.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/12/26 AJinerson - Called site to follow up and schedule tech visit now that we have eta on parts. Spoke with Erin and confirmed tech visit for Wednesday, 2/18 with arrival between 9am-11am. 

POC onsite: Chris, Erin, Dr. Hatchett

Arrival instructions: They will have parts. 


2/12/26 AJinerson - Parts ETA to site 2/13



2/12/2026jsells

Ship To Name: Price Creek Animal Hospital Ship To Address: 401 Price Creek Rd Ship To City/State: BREMEN, GA 30110 Waybill (Tracking #): 1ZE444250346281832 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 11-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-11011-00 SERIAL #: DESCRIPTION: KIT, M9/M11-05X FILL/VENT VALVE MANIFOLD, 115V


2/6/26 AJinerson - Received call back from Chris w/ office (late afternoon and tech was already out of area) and confirmed scheduling for Tuesday, 2/10 with eta between 10am-12pm. 

They needed service ASAP, if we have anything become available sooner, please let them know. 


2/6/26 AJinerson - Called site to schedule tech visit and offer today, 2/6 while tech is in area. Left VM regarding needing to schedule service. 


2/5/26 SReich - Spoke to Candice, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
2/18 DI: ARRIVED TO SITE AND CHECKED IN WITH CUSTOMER & RETRIEVED PARTS - REMOVED FAULTY VENT/FILL VALVE ASSEMBLY AND REPLACED WITH NEW PARTS. FILLE RESERVOIR AND RAN TEST CYCLE (WRAPPED 1) AND OBSERVED UNIT. UNIT COMPLETED ENTIRE CYCLE WITHOUT LEAKING WATER BACK INTO THE RESERVOIR... OPERATING AS DESIGNED. ADVISED CUSTOMER AND RETURNED UNIT TO SERVICE 2/10/2026 HH: ran unit even though the unit is completing the cycle, during the vent part of the cycle the unit is leaking water back into the reservoir and Midmark is sending out a new Fill/vent valve assembly.
🔍 Technician Findings
WD Damp packs and low temp errors
⚠️ Problem Description
Zone 1 WD Damp packs and low temp errors ADDITIONAL NOTES If Dr. Hatchett is not available, anyone at the office can set up the appointment. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 5, 1:52 PM
Case Number: 00565804
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 5, 4:55 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 6, 12:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 8m
📅
▶
2 Dispatch Scheduled Feb 6, 4:23 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 4h 15m
⏳ 3.0 business days
💵
Expenses Added Feb 10, 8:41 AM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Henry Holmes Feb 10, 11:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 18h
🚗
Status: Tech Off Site by Henry Holmes Feb 10, 12:56 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 34m
⏱️
▶
3 3x Labor Added Feb 10, 10:22 PM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090107
Status: Closed
📦
Status: Awaiting Parts by Henry Holmes
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 9h 28m
⏳ 2.2 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 12, 10:30 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 12h
🆕
▶
4 Status: Entered Feb 12, 4:25 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Dylan Ingraham
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-02-18T14:00:00.000+0000, 2026-02-18T13:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Dylan Ingraham Feb 18, 8:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
4x Labor Added Feb 18, 8:14 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 2, 45
✔️
▶
2 Status: Completed Feb 18, 8:44 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.4 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 7:42 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
⏳ 1.5 business days
📨
Status: Invoice Pending by Nancy Suarez Feb 23, 4:22 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2d 20h, 0m
🚨 95.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254699

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Assigned
Duration: 4.3 business hours (threshold: 4.0 business hours)
Exceeded by 0.3 business hours
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.6 business hours
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00565804
Closed
📦
Parts Order 00090107
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Dylan Ingraham
Scheduled
Feb 18, 9:00 AM
Created
Feb 5, 4:55 PM
Invoice #
SM-254699

Work Details (8)

Name Type Status Qty Amount Date
WL-03098800 Expenses Open 1 $0.00 Feb 10, 8:41 AM
WL-03100399 Labor Open 3.25 $0.00 Feb 10, 10:22 PM
WL-03100400 Labor Open 1.75 $192.50 Feb 10, 10:22 PM
WL-03100401 Travel Open 109 $110.00 Feb 10, 10:22 PM
WL-03111237 Labor Open 1.5 $0.00 Feb 18, 8:14 PM
WL-03111238 Labor Open 2 $220.00 Feb 18, 8:14 PM
WL-03111239 Travel Open 45 $110.00 Feb 18, 8:14 PM
WL-03111240 Expenses Open 1 $0.00 Feb 18, 8:14 PM

Details