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WO-01350958 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Trophy Club Animal Hospital — 2600 Bobcat Blvd, Trophy Club TX, 76262

Feb 10, 2026 → Feb 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Incomplete
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 13, 2026
0 business days (not counted)
0d
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Entered
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Feb 10, 2026 Completed: Feb 19, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 4
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 4
Feb 10 → Feb 11 Assigned ▶ Running 1 1 / 4
Feb 11 → Feb 13 Scheduled ▶ Running 2 3 / 4
Feb 13 → Feb 13 Tech On Site ▶ Running 0 3 / 4
Feb 13 → Feb 13 Incomplete ▶ Running 0 3 / 4
Feb 13 → Feb 13 Completed ▶ Running 0 3 / 4
Feb 13 → Feb 13 Awaiting Parts ⏸ Paused 0 —
Feb 13 → Feb 16 Ready for Scheduling ▶ Running 0 3 / 4
Feb 16 → Feb 17 Assigned ▶ Running 1 4 / 4
Feb 17 → Feb 19 Entered ▶ Running 2 6 / 4
Feb 19 → Feb 19 Ready for Scheduling ▶ Running 0 6 / 4
Feb 19 → Feb 19 Assigned ▶ Running 0 6 / 4
Dispatch 2.8d
Material Management 0.3d
Coordinators 5.8d
Field Work 0.1d
Incomplete 0.0d (excluded)
Billing 1.1d
✗ SLA Missed
Dispatch
2.8 days
Over SLA
Material Management
0.3 days
Coordinators
5.8 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
0.0 days
Billing
1.1 days
Over SLA
Created: Feb 10, 2026 Due: Feb 24, 2026 Completed: Feb 19, 2026 (5 days early)
📅
6.4 days Total Age
⏱️
2.8d in Entered Longest Stage
🔄
14 transitions Status Changes
⚠️
5.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566890
Repair
Closed
Zone 1 WD unit has no power Can ask for Sydni Jackson if Margaret is unavailable. 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
Sydni Jackson
Owner
Jessica Sells
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350958 (current) Invoiced
Repair • Zachary Stieben
Created: Feb 10, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 184 days old
🚨
Primary Delay 2.8 days stuck in "Entered"
⏱️
Total Delay 5.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.8d / 0.5d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
2.4d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Incomplete
0.0d
Awaiting Parts
0.3d / 3.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
1.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 ZStieben. Closing work order per instructed by Reah Berry due to customer completing repair themselves.


2/17 KKelch Jodi from Midmark called me to warm transfer Margaret to schedule for 2/18 between 12 and 2 pm. Her office manager advised that she will be completing the repair herself. Returned to dispatch to be canceled. 

2/17/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250171119787

The status of your package has changed

Scheduled DeliveryToday, February 17 by 10:30 A.M.


2/17 KHardison:

1ZE444250171119787

Scheduled Delivery

Today, February 17 by 10:30 A.M.


2/16 KHardison: No ETA.

Ship To Name: Trophy Club Animal Hospital Ship To Address: 2600 Bobcat Blvd Ship To City/State: Trophy Club, TX 76262-5131 Waybill (Tracking #): 1ZE444250171119787 Carrier: UPS-Air-Next Day Air LINE NO: 1.1 QTY: 3 ITEM: 015-0346-07 SERIAL #: DESCRIPTION: FUSE

2/16/26 SReich

Your shipment

1ZE444250371152111

Estimated delivery

Wednesday, February 18, between 10:30 A.M. - 1:30 P.M.


2/13/26 SReich

Order No: 755678 Customer PO No: SR1536542 Customer: Midmark No Charge Service Request NO: 1536542 Ship To Name: Trophy Club Animal Hospital Ship To Address: 2600 Bobcat Blvd Ship To City/State: Trophy Club, TX 76262-5131 Waybill (Tracking #): 1ZE444250371152111 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 13-FEB-2026 LINE NO: 1.1 QTY: 3 ITEM: 015-0346-07 SERIAL #: DESCRIPTION: FUSE


2/11 KKelch John called me to warm transfer Lauren to schedule for 2/13 between 3 and 4 pm. Customer confirmed. 

2/10/2026jsells

spoke with Samantha, and I gave her the work order number and let her know that someone would be calling her to schedule the onsite visit

🔧 Work Performed
Evaluated unit and contacted Midmark to order parts. Midmark is sending Part# 015-0346-07 to customer. 2/19/26 ZStieben. Closing work order per instructed by Reah Berry due to customer completing repair themselves.
🔍 Technician Findings
2/13/2026 Zachary Stieben arrived on site. Found Midmark M-11 with no power. Found F1 fuse non functional.
⚠️ Problem Description
Zone 1 WD unit has no power Can ask for Sydni Jackson if Margaret is unavailable. 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 10, 8:52 AM
Case Number: 00566890
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 10, 3:31 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 10, 4:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 3m
🗓️
▶
2 Status: Scheduled Feb 11, 3:57 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-13T21:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Zachary Stieben Feb 13, 1:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⚠️
▶
3 Status: Incomplete Feb 13, 2:00 PM
Status: Incomplete → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090371
Status: Canceled
📦
Status: Awaiting Parts by Zachary Stieben
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Sherry Reich Feb 13, 4:47 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2h 45m
🚗
▶
2 2x Travel Added Feb 13, 5:31 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1
⏳ 0.8 business days
👷
▶
2 Technician Assigned Feb 16, 8:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 16h
⏳ 1.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 17, 12:39 PM
From: Assigned
To: Entered
Duration in Previous: 1d 3h
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 19, 11:20 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1d 22h
👷
▶
2 Technician Assigned Feb 19, 11:25 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5m
✔️
Status: Completed by Zachary Stieben Feb 19, 5:22 PM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 5h 56m, 0m
⏳ 2.8 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 23, 6:05 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 0h
📨
▶
2 Status: Invoice Pending Feb 24, 2:03 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254778

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.0 business hours
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Entered
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Assigned
Duration: 5.9 business hours (threshold: 4.0 business hours)
Exceeded by 1.9 business hours
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours

🔗 Related Artifacts

📞
Case 00566890
Closed
📦
Parts Order 00090371
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
N/A
Created
Feb 10, 3:31 PM
Invoice #
SM-254778

Work Details (5)

Name Type Status Qty Amount Date
WL-03105663 Travel Open 36 $110.00 Feb 13, 5:31 PM
WL-03105664 Travel Open 52 $0.00 Feb 13, 5:31 PM
WL-03105665 Labor Open 1 $0.00 Feb 13, 5:33 PM
WL-03105666 Labor Open 1 $110.00 Feb 13, 5:33 PM
WL-03105667 Labor Open 1 $0.00 Feb 13, 5:33 PM

Details