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← WO Overview

WO-01351405 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Nva #251 North Paw Anml Hosp — 5106 Guess Rd, Durham NC, 27712

Feb 12, 2026 → Feb 26, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 26, 2026)
🏭 Customer Supplied Parts (1)
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 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 19 → Feb 20, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 26, 2026
3 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
Created: Feb 12, 2026 Completed: Feb 26, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0 / 4
Feb 12 → Feb 16 Assigned ▶ Running 1 1 / 4
Feb 16 → Feb 19 Scheduled ▶ Running 3 4 / 4
Feb 19 → Feb 19 Tech On Site ▶ Running 0 4 / 4
Feb 19 → Feb 20 Awaiting Parts ⏸ Paused 1 —
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 4 / 4
Feb 20 → Feb 23 Assigned ▶ Running 1 5 / 4
Feb 23 → Feb 26 Scheduled ▶ Running 3 8 / 4
Feb 26 → Feb 26 Tech On Site ▶ Running 0 8 / 4
Dispatch 0.0d
Material Management 1.5d
Coordinators 10.0d
Field Work 0.4d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
10.0 days
Over SLA
Field Work
0.4 days
Billing
2.0 days
Over SLA
Created: Feb 12, 2026 Due: Feb 27, 2026 Completed: Feb 26, 2026 (1 days early)
📅
9.5 days Total Age
⏱️
3.9d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
8.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 19, 2026
Visit 2 Feb 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567777
Repair
Closed
Zone 1 WD Not responding to the start button. Office Hours: Monday – Friday – 9:00 am – 6:00 pm - 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
Graham Jones
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351405 (current) Invoiced
Repair • Christopher Morning
Created: Feb 12, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 3.9 days stuck in "Closed"
⏱️
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
0.6d / 1.0d SLA
Assigned
2.6d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Awaiting Parts
1.5d / 3.0d SLA
Closed
3.9d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 MOwens Called and spoke to Graham Jones. He received the parts from Midmark. Scheduled the repair visit for first opening on Thurs. 2/26 with arrival at 9am. Graham said that works good for him.

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


02/20/2026 Emartin

Order No: 756821

Customer PO No: SR1537966

Customer: Midmark No Charge

Service Request NO: 1537966

  

Ship To Name: Nva #251 North Paw Anml Hosp

Ship To Address: 5106 Guess Rd    

Ship To City/State: Durham, NC 27712

Waybill (Tracking #): 1ZE444250172333089

Carrier: UPS-Air-Next Day Air

 

The following items have shipped from Midmark Corporation on: 20-FEB-2026

  

LINE NO: 1.1 QTY: 1 ITEM: 015-10565-00 SERIAL #: DESCRIPTION: MEMBRANE SWITCH, QCX(R)-0X


LINE NO: 2.1 QTY: 1 ITEM: 002-10166-00 SERIAL #: DESCRIPTION: KIT, PCB, FRONT PANEL


2/16 MOwens Called and spoke to Graham Jones. I offered the first opening in the schedule for 2/19 around 1-2pm. He said that will work for him.

2/12/2026jsells

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

🔧 Work Performed
2-19-26 CTM - Perform repair on Ultrasonic cleaner .Spoke with Midmark Sean and was told that a new Touch pad is needed as well as a new Display board in which they will ship . Notify POC Graham Jones of findings and completion . 2-26-26 CTM - Performed repair on QuickClean (Series) Ultrasonic Cleaner . TESTED PASS . Notified POC Graham Jones of completion .
🔍 Technician Findings
2-19-26 CTM - Perform repair on Ultrasonic cleaner . Notify POC Graham Jones of findings and completion . 2-26-26 CTM - Perform repair on QuickClean (Series) Ultrasonic Cleaner . Notify POC Graham Jones of completion .
⚠️ Problem Description
Zone 1 WD Not responding to the start button. Office Hours: Monday – Friday – 9:00 am – 6:00 pm - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄 Description
Midmark QuickClean (Series) Ultrasonic Cleaner (QC1-01, QC3-01)

Timeline

📞
Case Linked Feb 12, 9:36 AM
Case Number: 00567777
Subject: Repair
Status: Closed
📋
Work Order Created Feb 12, 2:36 PM
Work Order: WO-01351405
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 12, 2:42 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Feb 12, 4:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 37m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 16, 5:02 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 4d 0h
⏳ 2.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 18, 10:38 AM
Scheduled For: 2026-02-19T17:45:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Christopher Morning Feb 19, 2:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
🔩
▶
2 2x Parts Added Feb 19, 3:08 PM
2x Parts Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.75, 0.5, 33
📦
▶
2 Parts Requested Feb 19, 3:20 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Christopher Morning
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 48m
🚗
Travel Added Feb 19, 4:27 PM
Type: Travel
Status: Open
Qty: 33
📅
Status: Ready for Scheduling by Erin Martin Feb 20, 1:42 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 21m
👷
▶
2 Status: Assigned Feb 20, 5:04 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
⏳ 1.9 business days
👷
Technician Assigned by Melissa Owens Feb 23, 11:26 AM
Technician: Christopher Morning
🗓️
▶
2 Status: Scheduled Feb 23, 12:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-26T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Christopher Morning Feb 26, 9:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
⏱️
2x Labor Added Feb 26, 9:28 AM
Type: Labor, Travel
Status: Open
Qty: 1.25, 45
⏱️
▶
2 Labor Added Feb 26, 11:44 AM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 28m, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 3, 10:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 22h
⏳ 2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Mar 4, 12:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 2h
💰
Status: Invoiced by Nancy Suarez Mar 4, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
🚨 88.0 business days
🧾
Invoice Created Jul 8, 5:02 PM
Invoice Number: SM-255563

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business hours
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 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 00567777
Closed
📦
Parts Order 00090737
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Morning
Scheduled
Feb 26, 9:00 AM
Created
Feb 12, 2:36 PM
Invoice #
SM-255563

Work Details (9)

Name Type Status Qty Amount Date
WL-03112269 Parts Open 1 $0.00 Feb 19, 3:08 PM
WL-03112270 Parts Open 1 $0.00 Feb 19, 3:08 PM
WL-03112282 Labor Open 0.75 $0.00 Feb 19, 3:13 PM
WL-03112283 Labor Open 0.5 $55.00 Feb 19, 3:13 PM
WL-03112284 Travel Open 33 $0.00 Feb 19, 3:13 PM
WL-03112460 Travel Open 33 $110.00 Feb 19, 4:27 PM
WL-03120878 Labor Open 1.25 $0.00 Feb 26, 9:28 AM
WL-03120879 Travel Open 45 $110.00 Feb 26, 9:28 AM
WL-03121143 Labor Open 2.5 $275.00 Feb 26, 11:44 AM

Details