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WO-01351234 ↗ ServiceMax

MIDMARK • Repair • P4

📍 McGrath Veterinary Center — 4560 Sherman Oaks Ave, Sherman Oaks CA, 91403

Feb 11, 2026 → Feb 24, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
0d
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 15, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 15 → Feb 16, 2026
0 business days (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 20, 2026
4 business days (counted)
Running total: 6 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 24, 2026
2 business days (counted)
Running total: 8 of 4 biz days used
Created: Feb 11, 2026 Completed: Feb 24, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 4
Feb 11 → Feb 12 Ready for Scheduling ▶ Running 1 1 / 4
Feb 12 → Feb 12 Assigned ▶ Running 0 1 / 4
Feb 12 → Feb 13 Scheduled ▶ Running 1 2 / 4
Feb 13 → Feb 15 Tech On Site ▶ Running 0 2 / 4
Feb 15 → Feb 16 Awaiting Parts ⏸ Paused 0 —
Feb 16 → Feb 20 Ready for Scheduling ▶ Running 4 6 / 4
Feb 20 → Feb 24 Scheduled ▶ Running 2 8 / 4
Dispatch 0.0d
Coordinators 10.2d
Field Work 0.9d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
10.2 days
Over SLA
Field Work
0.9 days
Billing
1.3 days
Over SLA
Created: Feb 11, 2026 Due: Feb 25, 2026 Completed: Feb 24, 2026 (1 days early)
📅
8.3 days Total Age
⏱️
4.0d in Ready for Scheduling Longest Stage
🔄
11 transitions Status Changes
⚠️
5.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567585
Repair
Closed
Travel Zone 1 Dispatch Type Repair Email info@mcgrathvet.com PROBLEM SUMMARY NWD scaler is not working LED is on ADDITIONAL NOTES Secondary contact: Paolo Ayala or George - 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
Chris Aguilar
Owner
Leona Coonrod
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351234 (current) Invoiced
Repair • Kwame Cobb
Created: Feb 11, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 4.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 5.5 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
5.2d / 1.0d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Awaiting Parts
0.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/21/26 RBerry- Updated due date based on parts. 1ZE444250372185227


2-20 Mburris called set with Chris 2-23 2p:30pm

2-19 Mburris

Expected delivery on

Thursday, February 19, 2026

In Transit

ups package #1ZE444250372185227

2/16 KHardison: No ETA. Updated due date

Ship To Name: McGrath Veterinary Center Ship To Address: 4560 Sherman Oaks Ave Ship To City/State: Sherman Oaks, CA 91403-3010 Waybill (Tracking #): 1ZE444250372185227 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT

2-12 Mburris called spoke with Chris Aguilar and set 2-13 9am 

2/11/26 lcoonrod

cannot reach anyone. sending email.

🔧 Work Performed
Troubling shooting unit, found that scaler tubing needs to be replacecd. Scaler tubing part# 002-1499-00 ordered. Will be shipped to customer.
🔍 Technician Findings
As found: Scaler on unit not functioning.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair Email info@mcgrathvet.com PROBLEM SUMMARY NWD scaler is not working LED is on ADDITIONAL NOTES Secondary contact: Paolo Ayala or George - 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 11, 3:34 PM
Case Number: 00567585
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 11, 4:59 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Technician Assigned Feb 12, 11:25 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 18h 23m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-13T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 13, 12:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
🔩
Parts Added Feb 13, 12:49 PM
Type: Parts
Status: Open
Qty: 1
⏳ 1.0 business days
📦
▶
3 Parts Requested Feb 15, 4:30 PM
Parts Requested → Status: Awaiting Parts → 5x Labor Added
📦
Status: Awaiting Parts by Kwame Cobb
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2d 4h
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 10
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 16, 4:04 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23h 34m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 20, 11:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-23T22:30:00.000+0000
⏳ 3.0 business days
✔️
▶
2 Status: Completed Feb 24, 10:06 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 25, 4:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 6h
📨
▶
2 Status: Invoice Pending Feb 26, 12:32 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 92.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254981

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

📞
Case 00567585
Closed
📦
Parts Order 00090409
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 23, 5:30 PM
Created
Feb 11, 4:59 PM
Invoice #
SM-254981

Work Details (6)

Name Type Status Qty Amount Date
WL-03105068 Parts Open 1 $0.00 Feb 13, 12:49 PM
WL-03106551 Labor Open 0.5 $0.00 Feb 15, 4:33 PM
WL-03106552 Labor Open 1 $110.00 Feb 15, 4:33 PM
WL-03106553 Labor Open 0.5 $0.00 Feb 15, 4:33 PM
WL-03106554 Travel Open 10 $0.00 Feb 15, 4:33 PM
WL-03106555 Travel Open 10 $110.00 Feb 15, 4:33 PM

Details