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WO-01351402 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Assisi Veterinary Hospital — 250 Hempstead Ave, MALVERNE NY, 11565

Feb 12, 2026 → Feb 26, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 13 → Feb 20, 2026
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 24, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 27, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
Created: Feb 12, 2026 Completed: Feb 27, 2026
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 1 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 1 / 4
Feb 13 → Feb 20 Awaiting Parts - Customer ⏸ Paused 4 —
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 1 / 4
Feb 20 → Feb 24 Assigned ▶ Running 2 3 / 4
Feb 24 → Feb 27 Scheduled ▶ Running 3 6 / 4
Dispatch 0.0d
Material Management 5.0d
Coordinators 7.6d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.0 days
Coordinators
7.6 days
Over SLA
Billing
2.0 days
Over SLA
Created: Feb 12, 2026 Due: Feb 27, 2026 Completed: Feb 27, 2026 (on time)
📅
9.6 days Total Age
⏱️
5.0d in Awaiting Parts - Customer Longest Stage
🔄
9 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567760
Repair
Closed
Zone 1 NWD Lift pedal broke. SN:0922S907 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
Standard
Origin
Web
Reason
New Case
Contact
Patty Barletta
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351402 (current) Invoiced
Repair • David Trost
Created: Feb 12, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 5.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 7.1 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
1.7d / 1.0d SLA
Awaiting Parts - Customer
5.0d
Assigned
3.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/04/2026 EMartin

Order No: 758156


Customer PO No: SR1537952


Customer: Assisi Veterinary Hospital


Service Request NO: 1537952


  


Ship To Name: Assisi Veterinary Hospital


Ship To Address: 250 Hempstead Ave    


Ship To City/State: MALVERNE, NY 11565


Waybill (Tracking #): 1ZE444250371031206


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 03-MAR-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 816-2509-00 SERIAL #: DESCRIPTION: SCREW,1/4-20X7/8 (S.S. HEX BOLT)


LINE NO: 2.1 QTY: 1 ITEM: 818-2500-01 SERIAL #: DESCRIPTION: NUT,LOCKING 1/4-20 SS


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259045123716 DESCRIPTION: ARS LABEL, ST RT 47 WEST


2/24 KSmith -- Scheduled for Thursday with Patty. 9-11am

2/24 KSmith -- Parts are still delayed. Will schedule once delivery date updates

2/23/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250370349554

The status of your package has changed.

Rescheduled Delivery Date: Tuesday, 02/24/2026

Exception Reason: Severe weather conditions have delayed delivery until the next business day.

Exception Resolution: Your delivery has been rescheduled for the next business day.

2/23 KSmith -- Sent email to schedule for Thursday

2/20 KHardison: Updated due date.

1ZE444250370349554

Estimated delivery

Monday, February 23, between 9:30 A.M. - 12:30 P.M.

LINE NO: 1.1 QTY: 1 ITEM: 300-3041-33 SERIAL #: DESCRIPTION: HYDRAULIC COLUMN WITH HEAT

2/12/2026jsells

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

🔧 Work Performed
Confirmed foot lever broke off of exam table. Replaced broken bolt. Added nylock nut. Unit now passes functional testing and has been returned to service. THE COLUMN THAT MIDMARK SENT WAS NOT USED. LABEL BEING SENT FOR RETURN OF COLUMN. Bolt 816-2509-00 Nylock nut 818-250-01
🔍 Technician Findings
Confirmed foot lever broke off of exam table. Replaced broken bolt. Added nylock nut. Unit now passes functional testing and has been returned to service. THE COLUMN THAT MIDMARK SENT WAS NOT USED. LABEL BEING SENT FOR RETURN OF COLUMN. Bolt 816-2509-00 Nylock nut 818-250-01
⚠️ Problem Description
Zone 1 NWD Lift pedal broke. SN:0922S907 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 Hydraulic Column Surgery Table, V-Top, Flat-Top

Timeline

📞
Case Linked Feb 12, 9:13 AM
Case Number: 00567760
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 12, 2:22 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 13, 11:05 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 20h 38m, 0m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 20, 10:23 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6d 23h
👷
▶
2 Status: Assigned Feb 20, 11:08 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 24, 9:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-26T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 24, 10:50 AM
Scheduled For: 2026-02-26T13:30:00.000+0000
⏳ 3.0 business days
🔩
4x Parts Added Feb 26, 9:56 AM
Type: Parts
Status: Open
Qty: 1, -1
⏱️
▶
3 2x Labor Added Feb 26, 6:58 PM
2x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.75
✔️
Status: Completed by David Trost
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 9h, 0m
⏳ 3.6 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 3, 11:00 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 15h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Mar 4, 1:15 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255573

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business hours

🔗 Related Artifacts

📞
Case 00567760
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Feb 26, 8:30 AM
Created
Feb 12, 2:22 PM
Invoice #
SM-255573

Work Details (7)

Name Type Status Qty Amount Date
WL-03120927 Parts Open 1 $0.00 Feb 26, 9:56 AM
WL-03120929 Parts Open 1 $0.00 Feb 26, 9:56 AM
WL-03120928 Parts Open -1 $0.00 Feb 26, 9:56 AM
WL-03120930 Parts Open 1 $0.00 Feb 26, 9:56 AM
WL-03122059 Labor Open 0.5 $0.00 Feb 26, 6:58 PM
WL-03122061 Travel Open 13 $110.00 Feb 26, 6:58 PM
WL-03122073 Labor Open 1.75 $192.50 Feb 26, 6:59 PM

Details