Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350672 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Banfield Pet Hospital — 4900 E COLONIAL DR, ORLANDO FL, 32803

Feb 9, 2026 → Feb 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 13, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 26, 2026)
🏭 Customer Supplied Parts (3)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 11, 2026
0 business days (not counted)
▶ Clock Running
Status: Completed
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 12, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 18, 2026
2 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 25, 2026
5 business days (not counted)
▶ Clock Running
Status: Completed
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 6 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 26 → Feb 26, 2026
0 business days (not counted)
Created: Feb 9, 2026 Completed: Feb 26, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 4
Feb 9 → Feb 10 Ready for Scheduling ▶ Running 1 1 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 1 / 4
Feb 10 → Feb 11 Scheduled ▶ Running 1 2 / 4
Feb 11 → Feb 11 Awaiting Parts ⏸ Paused 0 —
Feb 11 → Feb 11 Completed ▶ Running 0 2 / 4
Feb 11 → Feb 12 Awaiting Parts ⏸ Paused 1 —
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 3 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 3 / 4
Feb 13 → Feb 18 Scheduled ▶ Running 2 5 / 4
Feb 18 → Feb 18 Tech On Site ▶ Running 0 5 / 4
Feb 18 → Feb 25 Awaiting Parts ⏸ Paused 5 —
Feb 25 → Feb 26 Completed ▶ Running 1 6 / 4
Feb 26 → Feb 26 Awaiting Parts ⏸ Paused 0 —
Dispatch 0.0d
Material Management 8.6d
Coordinators 7.2d
Field Work 2.4d
Billing 2.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.6 days
Over SLA
Coordinators
7.2 days
Over SLA
Field Work
2.4 days
Over SLA
Billing
2.2 days
Over SLA
Created: Feb 9, 2026 Due: Feb 19, 2026 Completed: Feb 27, 2026 (7 days late)
📅
13.3 days Total Age
⏱️
5.7d in Awaiting Parts Longest Stage
🔄
19 transitions Status Changes
⚠️
8.3d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Anthony Wright — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 11, 2026
Visit 2 Feb 18, 2026
Visit 3 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566682
Repair
Closed
Zone 1 NWD Scaler Issues - special billing If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. 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
Wil Marie
Owner
Jessica Sells
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350672 (current) Invoiced
Repair • Anthony Wright
Created: Feb 9, 2026 • Closed: Feb 27, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 5.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 8.3 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
2.9d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Awaiting Parts
8.6d / 3.0d SLA
Completed
2.3d / 1.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
4.7d / 1.0d SLA
WO Correction Needed
0.2d
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/3 NSuarez SRA needs to be filled out.

2/25/2026 Sramen - midmark asked for us to close since customer does not want a return. SERVICE DATE is 2/18/2026 and WO will have a closed date that does not match.


2/25/26 AJinerson - Received email from Midmark:

" The customer contacted Dispatch to let us know that they do not wish to continue with service. Please close this work order and submit the invoice to Midmark for the work completed to date. "


2/19/2026jsells

Hello, EMSAR,


Could you please provide the amount of reported labor hours that have been completed so far for this SR? I see that the technician was on site on 2/11 and 2/18. Could you please confirm the labor hours for both trips? I am needing to create a quote to send to the customer. Thank you!

2/13/26 AJinerson - Called WilMarie/site to schedule tech visit. Was placed on hold for 5 mins, someone answered and placed me back on hold. Spoke with WilMarie and confirmed scheduling for tech visit on Wednesday, 2/18 between 2pm-4pm. 


2/13/26 AJinerson - Parts out for delivery today, 2/13



2/12/06 lcoonrod

Your shipment

1ZE444250347764649

Estimated delivery

Tomorrow, February 13, between 2:15 P.M. - 4:15 P.M. 

Order No: 754967

Customer PO No: OR2207758 Customer: Banfield Pet Hospital Service Request NO: 1535318 Ship To Name: Banfield Pet Hospital Ship To Address: 4900 E COLONIAL DR Ship To City/State: ORLANDO, FL 32803-4310 Waybill (Tracking #): 1ZE444250347764649 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 11-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 015-2703-00 SERIAL #: DESCRIPTION: TRANSFORMER-120/240V IN, 24V/40VA OUT


2/10/26 AJinerson - Called site to schedule tech visit. Spoke with Wil Marie and confirmed tech visit for tomorrow, 2/11 with arrival between 11:30am-1:30pm. 

POC onsite: Karin

Arrival: Check in with Karin. 


2/9/2026jsells

sat on hold for 8 minutes, sending an email

🔧 Work Performed
2/11/26 AMW - Located dental machine and confirmed issue. Scaler is not working. Took hand piece off and examined tubing connection. Connection was very dirty and looked slightly corroded. I cleaned the connections with rubbing alcohol and cotton swabs. Re-connected hand piece and scaler was still not working at all. Called Midmark tech support. Tested fuse. Fuse is good. Tested transformer, no voltage coming from transformer. Transformer needs to be replaced. PN 015-2703-00 $58.50. Got verbal approval while on the phone with tech support. Midmark is sending part. 2/18/25 AMW - Received new transformer and installed onto dental machine. Performed function test. Scaler still did not work at all. I swapped hand piece with another VP1000 that was working and problem persisted. Tested the tubing wires for continuity per Midmark instruction. Orange wire had no continuity, black wire did have continuity. Confirmed tubing set was bad and needed to be replaced. Called Midmark and got pricing $575. Got verbal approval from office MGR. Called midmark back and ordered part
🔍 Technician Findings
2/11/26 AMW - Locate dental machine and confirm issue. Repair if possible, order parts if needed. Notify POC of equipment status.
⚠️ Problem Description
Zone 1 NWD Scaler Issues - special billing If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. 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 9, 1:55 PM
Case Number: 00566682
Subject: Repair
Status: Closed
📋
Work Order Created Feb 9, 4:32 PM
Work Order: WO-01350672
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 9, 4:51 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 19m
👷
▶
4 Technician Assigned Feb 10, 2:27 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 36m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-11T16:30:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 4m
⏱️
5x Labor Added Feb 11, 11:33 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 28, 16
🔩
▶
3 Parts Added Feb 11, 11:45 AM
Parts Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090141
Status: Closed
📦
Status: Awaiting Parts by Anthony Wright
From: Scheduled
To: Awaiting Parts
Duration in Previous: 21h 18m
✔️
Status: Completed by Anthony Wright Feb 11, 1:55 PM
From: Awaiting Parts
To: Completed
Duration in Previous: 2h 5m
📦
Status: Awaiting Parts by Mark Franks Feb 11, 2:02 PM
From: Completed
To: Awaiting Parts
Duration in Previous: 7m
📅
Status: Ready for Scheduling by Leona Coonrod Feb 12, 1:36 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23h 33m
👷
▶
2 Technician Assigned Feb 13, 1:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 38m
🗓️
▶
2 Status: Scheduled Feb 13, 1:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-18T19:00:00.000+0000
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Feb 18, 12:38 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 30, 52
⏱️
▶
4 Labor Added Feb 18, 1:32 PM
Labor Added → Parts Requested → Status: Awaiting Parts → Labor Added
📦
Parts Requested
Order: 00090623
Status: Canceled
📦
Status: Awaiting Parts by Anthony Wright
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 56m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.25
⚠️ 6.0 business days
✔️
Status: Completed by Stephanie Ramen Feb 25, 4:56 PM
From: Awaiting Parts
To: Completed
Duration in Previous: 7d 3h
📦
▶
2 Parts Requested Feb 26, 9:29 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Mark Franks
From: Completed
To: Awaiting Parts
Duration in Previous: 16h 32m
✔️
Status: Completed by Stephanie Ramen Feb 26, 6:52 PM
From: Awaiting Parts
To: Completed
Duration in Previous: 9h 23m
⏱️
▶
2 Labor Added Feb 27, 9:40 AM
Labor Added → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 14h 48m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Mar 3, 11:44 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 2h
🏁
Status: Closed by Anthony Wright Mar 3, 1:30 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 45m
📄
Status: Ready to Bill by Nancy Suarez Mar 4, 11:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 37m
⏳ 2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Mar 5, 2:51 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1d 3h, 0m
🚨 87.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255696

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.6 business hours
Awaiting Parts
Duration: 5.7 business days (threshold: 3.0 business days)
Exceeded by 2.7 business days
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Completed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.9 business hours

🔗 Related Artifacts

📞
Case 00566682
Closed
📦
Parts Order 00090141
Closed
📦
Parts Order 00090623
Canceled
📦
Parts Order 00091112
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Anthony Wright
Scheduled
Feb 18, 2:00 PM
Created
Feb 9, 4:32 PM
Invoice #
SM-255696

Work Details (12)

Name Type Status Qty Amount Date
WL-03100848 Labor Open 0.5 $0.00 Feb 11, 11:33 AM
WL-03100849 Labor Open 1 $110.00 Feb 11, 11:33 AM
WL-03100850 Labor Open 0.5 $0.00 Feb 11, 11:33 AM
WL-03100851 Travel Open 28 $110.00 Feb 11, 11:33 AM
WL-03100852 Travel Open 16 $0.00 Feb 11, 11:33 AM
WL-03100902 Parts Open 1 $0.00 Feb 11, 11:45 AM
WL-03110320 Labor Open 0.5 $0.00 Feb 18, 12:39 PM
WL-03110321 Travel Open 30 $110.00 Feb 18, 12:39 PM
WL-03110322 Travel Open 52 $0.00 Feb 18, 12:39 PM
WL-03110439 Labor Open 1.5 $165.00 Feb 18, 1:32 PM
WL-03110452 Labor Open 1.25 $0.00 Feb 18, 1:36 PM
WL-03122784 Labor Open 0.25 $0.00 Feb 27, 9:40 AM

Details