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← WO Overview

WO-01350298 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Valley Cottage Animal Hospital — 202 RT 303, Valley Cottage NY, 10989

Feb 6, 2026 → Feb 16, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 12, 2026
🕐 Clock stopped: Completed (Feb 16)
⏸ 3d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 4.0d
Coordinators 5.3d
Field Work 0.0d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
5.3 days
Over SLA
Field Work
0.0 days
Billing
2.0 days
Over SLA
Created: Feb 6, 2026 Due: Feb 18, 2026 Completed: Feb 16, 2026 (2 days early)
📅
6.7 days Total Age
⏱️
4.0d in Awaiting Parts - Customer Longest Stage
🔄
9 transitions Status Changes
⚠️
5.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00566113
Repair
Closed
Travel Zone 1 Dispatch Type Repair Email info@vcah.org PROBLEM SUMMARY NWD scaler issues ADDITIONAL NOTES Can ask for Jennifer Demers, Jennifer Battiato, or anyone in Management if Aileen is unavailable. Customer ordered the part(s) (002-1499-00) through another avenue. The tracking number will not be sent to the Service Company. Please contact the customer and provide the Service Company’s telephone number so they can call to schedule service after the part(s) arrive. 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
Critical
Origin
Web
Reason
New Case
Contact
Aileen O'connor
Owner
Leona Coonrod
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350298 (current) Invoiced
Repair • Luis Torres
Created: Feb 6, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 97 days old
🚨
Primary Delay 4.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 5.1 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
0.0d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Awaiting Parts - Customer
4.0d
Reschedule
1.6d / 2.0d SLA
Scheduled
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.9d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/13 KSmith -- Scheduled for 2/17 at 3pm per Aileen's request. Aileen advised if we get any cancellations for 2/16 to move their service up to then, we don't need to call to confirm. They have no dentals scheduled that date and are open 8am-8pm

2/12/26 lcoonrod

Aileen advised they do have the parts. sending call to Kourtney to schedule appt.

2/9 KSmith -- Spoke with Aileen. Parts have not shipped yet. They will reach out once they get the tracking number

2/6/26 lcoonrod

Advised Aileen of the WO # and that someone will be reaching out to set up the appt. Aileen advised they ordered the tubing themselves. and that this is urgent. 

🔧 Work Performed
Client states that scaler takes double the time to do its job as normal. Confirmed scaler seemed a little weak. R&R LED scaler tubing assembly. Function & cycle tested scaler as well as other hand pieces to confirm no other issues. Lightly dusted behind control panel. Lots of dog hair
🔍 Technician Findings
Unit in service. Client states scaler takes double the time to do the procedures.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair Email info@vcah.org PROBLEM SUMMARY NWD scaler issues ADDITIONAL NOTES Can ask for Jennifer Demers, Jennifer Battiato, or anyone in Management if Aileen is unavailable. Customer ordered the part(s) (002-1499-00) through another avenue. The tracking number will not be sent to the Service Company. Please contact the customer and provide the Service Company’s telephone number so they can call to schedule service after the part(s) arrive. 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 6, 12:14 PM
Case Number: 00566113
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 6, 1:12 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Status: Assigned Feb 6, 1:29 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
⏳ 2.0 business days
👤
Status: Awaiting Parts - Customer by Kourtney Smith Feb 9, 10:15 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2d 20h
⏳ 4.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 12, 1:58 PM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 3d 3h
📅
▶
2 Dispatch Scheduled Feb 13, 10:10 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 20h 12m
⏳ 1.7 business days
📅
Dispatch Scheduled by Luis Torres Feb 16, 5:32 AM
Scheduled For: 2026-02-16T17:00:00.000+0000
📅
Dispatch Scheduled by Luis Torres Feb 16, 7:39 AM
Scheduled For: 2026-02-16T12:00:00.000+0000
🚗
▶
3 3x Travel Added Feb 16, 12:02 PM
3x Travel Added → Status: Completed → Status: Closed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 3d 1h
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 19, 10:59 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
⏳ 2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Feb 20, 12:29 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1d 1h, 0m
⏳ 4.0 business days
🧾
Invoice Created Feb 25, 5:33 PM
Invoice Number: SM-254593

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Closed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00566113
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 16, 7:00 AM
Created
Feb 6, 1:12 PM
Invoice #
SM-254593

Work Details (3)

Name Type Status Qty Amount Date
WL-03107091 Travel Open 88 $110.00 Feb 16, 12:02 PM
WL-03107092 Labor Open 1.5 $165.00 Feb 16, 12:02 PM
WL-03107093 Labor Open 2.5 $0.00 Feb 16, 12:02 PM

Details