Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352266 ↗ ServiceMax

MIDMARK • Repair • P4

📍 HALO VETERINARY HOSP — 909 Willis Ave, Albertson NY, 11507-1924

Feb 17, 2026 → Feb 25, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 23, 2026
🕐 Clock stopped: Completed (Feb 26)
✗ SLA Missed (2d late)
Dispatch 0.0d
Material Management 0.4d
Coordinators 9.0d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.4 days
Coordinators
9.0 days
Over SLA
Billing
1.3 days
Over SLA
Created: Feb 17, 2026 Due: Feb 24, 2026 Completed: Feb 26, 2026 (1 days late)
📅
7.1 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
5.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568925
Repair
Closed
Zone 1 NWD Touchpad issue. Special billing. ADDITIONAL NOTES Call HYUNMIN Kim cell 646-734-6677 to schedule service. 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 1. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Hyunin Kim
Owner
Sherry Reich
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01352266 (current) Invoiced
Repair • David Trost
Created: Feb 17, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 86 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 5.2 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
0.5d / 1.0d SLA
Awaiting Parts - Customer
0.4d
Assigned
1.4d / 0.5d SLA
Scheduled
7.1d / 2.0d SLA
Reschedule
0.1d / 2.0d 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

2/23/2026jsells

EMSAR East - SR 1539612 - Needs to reschedule due to weather. Office is closed

Dr. Kim called first thing this morning to request a reschedule due to the travel ban and blizzard conditions in New York. Their office is closed today, and the service that was scheduled for today will need to be rescheduled.


Please contact her at your earliest convenience to coordinate a new appointment. The phone number on file is her cell phone, and she has requested to be reached at that number.


POC - Dr. Kim - cell - (646)7346677 - haloveterinaryhospital@gmail.com<mailto:haloveterinaryhospital@gmail.com>



If you have any questions or need additional information, please contact Dispatch Department at 800.643.6275 ext 108919 or 937.688.9175 between 8:00 am and 5:00 pm EST Monday thru Thursday, 8:00 am and 4:00 pm EST Friday, or dispatch@midmark.com<mailto:dispatch@midmark.com>.


Thank you!


Designing better care.(r)


Jodi Chapman

Technical Service Coordinator

Technical Service Dispatch Department

[https://csa.my.salesforce.com/servlet/servlet.ImageServer?oid=00DA000000093zUMAQ&id=015VU00000RcKcTYAV]

E: dispatch@midmark.com<mailto:dispatch@midmark.com>

Dispatch Dept: T: 800.643.6275 ext 108919 - D: 937.688.9175

Mon-Thurs: 8:00 am - 5:00 pm EST

Fri: 8:00 - 4:00 pm EST

midmark.com


[https://csa.my.salesforce.com/servlet/servlet.ImageServer?oid=00DA000000093zUMAQ&id=015VU00000RcKcUYAV]<http://www.midmark.com/>


[https://csa.my.salesforce.com/servlet/servlet.ImageServer?oid=00DA000000093zUMAQ&id=015VU00000RcKcVYAV]<https://www.facebook.com/MidmarkCorporation>[https://csa.my.salesforce.com/servlet/servlet.ImageServer?oid=00DA000000093zUMAQ&id=015VU00000RcKcWYAV]<https://www.instagram.com/midmarkcorp/>[A black background with a black square Description automatically generated with medium confidence]<https://twitter.com/MidmarkNews?s=20>[https://csa.my.salesforce.com/servlet/servlet.ImageServer?oid=00DA000000093zUMAQ&id=015VU00000RcKcYYAV]<https://www.linkedin.com/company/midmark-corporation/>[https://csa.my.salesforce.com/servlet/servlet.ImageServer?oid=00DA000000093zUMAQ&id=015VU00000RcKcZYAV]<https://www.youtube.com/@MidmarkCorporationLive>


[A close up of a sign Description automatically generated]<https://www.midmark.com/docs/default-source/services-support/post-sales-services/midmark-product-repair-and-service-solutions-brochure.pdf?utm_source=email&utm_medium=banner+&utm_campaign=med-2024-email-signature&utm_id=support&utm_term=product-support-services&utm_content=cta-link>

[https://csa.my.salesforce.com/sfc/servlet.shepherd/version/download/068VU00000iTOvGYAW]<https://www.midmark.com/docs/default-source/services-support/post-sales-services/animal-health-service-brochure.pdf>




CONFIDENTIALITY NOTICE: This message, including any attachments, contains confidential information intended for a specific individual and purpose. If you are not the intended recipient, you should delete this message and any disclosure, copying, or distribution of this message, or the taking of any action based on it, by you is strictly prohibited.

2/23 KSmith -- Rescheduled for 2/25 with Kim. 2-4pm

2/23 KSmith -- Site called to reschedule due to the blizzard in NY.

POC – Dr. Kim – cell - (646)7346677 - haloveterinaryhospital@gmail.com

2/18 KSmith -- Scheduled for Monday with POC. 2-4pm

2/17 KHardison: No ETA. Updated due date.

Ship To Name: Halo Veterinary Hospital Ship To Address: 909 Willis Ave Ship To City/State: Albertson, NY 11507-1924 Waybill (Tracking #): 1ZE444250372736391 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 015-10362-00 SERIAL #: DESCRIPTION: M9/M11 MEMBRANE SWITCH

2/17/26 SReich - Spoke to customer, gave her the WO # and told her someone would be reaching out to schedule.  

🔧 Work Performed
Upon inspection of the unit, unit seems well maintained. Door and damn gasket seem a little old. Advised customer to purchase gasket kit with door spring. Customer will take care of that through midmark's website.  Unit now passes functional testing and has been returned to service
🔍 Technician Findings
Upon inspection of the unit, unit seems well maintained. Door and damn gasket seem a little old. Advised customer to purchase gasket kit with door spring. Customer will take care of that through midmark's website.  Unit now passes functional testing and has been returned to service
⚠️ Problem Description
Zone 1 NWD Touchpad issue. Special billing. ADDITIONAL NOTES Call HYUNMIN Kim cell 646-734-6677 to schedule service. 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 1. Thank you!
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 16, 5:15 PM
Case Number: 00568925
Subject: Repair
Status: Closed
📋
3 Work Order Created Feb 17, 8:42 AM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
2 Technician Assigned Feb 17, 11:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 3h 1m, 0m
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 17, 2:48 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3h 0m
👷
2 Technician Assigned Feb 17, 4:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 17m
📅
2 Dispatch Scheduled Feb 18, 8:48 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 16h 41m
3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 20, 9:32 AM
Scheduled For: 2026-02-23T19:00:00.000+0000
2.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 23, 8:19 AM
From: Scheduled
To: Reschedule
Duration in Previous: 4d 23h
🗓️
2 Status: Scheduled Feb 23, 8:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-25T19:00:00.000+0000
3.0 business days
⏱️
4x Labor Added Feb 25, 7:28 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 0.75, 42
✔️
Status: Completed by David Trost Feb 25, 7:34 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 10h, 0m
2.6 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 27, 4:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
1.9 business days
📨
3 Status: Invoice Pending Mar 2, 4:42 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255386

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
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 2.5 business hours

🔗 Related Artifacts

📞
Case 00568925
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Feb 25, 2:00 PM
Created
Feb 17, 8:42 AM
Invoice #
SM-255386

Work Details (5)

Name Type Status Qty Amount Date
WL-03108301 Parts Open 1 $0.00 Feb 17, 8:42 AM
WL-03120202 Labor Open 1.5 $0.00 Feb 25, 7:28 PM
WL-03120203 Labor Open 0.75 $110.00 Feb 25, 7:28 PM
WL-03120204 Travel Open 42 $110.00 Feb 25, 7:28 PM
WL-03120205 Expenses Open 1 $0.00 Feb 25, 7:28 PM

Details