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WO-01275322 ↗ ServiceMax

Mission Vet Specialty & Emergency (MVS) • Evaluation • P7

📍 MissionVet Specialty & Emergency — 8202 N Loop 1604 W Suite 112, San Antonio TX, 78249

May 23, 2025 → Sep 17, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jun 4, 2025
✗ SLA Missed (31 biz days late)
Active: 38 biz days
Paused: 42 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
SLA Target
▶ Clock Running
Status: Created
May 23 → May 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
May 23 → May 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
May 23 → May 27, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Scheduled
May 27 → Jun 4, 2025
6 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Incomplete
Jun 4 → Jun 4, 2025
0 business days (counted)
Running total: 7 of 7 biz days used
28d
▶ Clock Running
Status: Completed
Jun 4 → Jul 16, 2025
28 business days (counted)
Running total: 35 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jul 16 → Jul 16, 2025
0 business days (counted)
Running total: 35 of 7 biz days used
⏸42d
⏸ Clock Paused
Status: Awaiting Parts
Jul 16 → Sep 15, 2025
42 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 15 → Sep 16, 2025
1 business day (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Entered
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 18, 2025
2 business days (counted)
Running total: 38 of 7 biz days used
Created: May 23, 2025 Completed: Sep 18, 2025
Business Days Used 38 / 7
0 7d budget +31d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
May 23 → May 23 Created ▶ Running 0 0 / 7
May 23 → May 23 Ready for Scheduling ▶ Running 0 0 / 7
May 23 → May 27 Assigned ▶ Running 1 1 / 7
May 27 → Jun 4 Scheduled ▶ Running 6 7 / 7
Jun 4 → Jun 4 Incomplete ▶ Running 0 7 / 7
Jun 4 → Jul 16 Completed ▶ Running 28 35 / 7
Jul 16 → Jul 16 L2 Screening ▶ Running 0 35 / 7
Jul 16 → Sep 15 Awaiting Parts ⏸ Paused 42 —
Sep 15 → Sep 16 Reschedule ▶ Running 1 36 / 7
Sep 16 → Sep 16 Assigned ▶ Running 0 36 / 7
Sep 16 → Sep 16 Scheduled ▶ Running 0 36 / 7
Sep 16 → Sep 16 Entered ▶ Running 0 36 / 7
Sep 16 → Sep 16 Assigned ▶ Running 0 36 / 7
Sep 16 → Sep 18 Scheduled ▶ Running 2 38 / 7
Dispatch 0.3d
Material Management 42.4d
Coordinators 6.0d
Field Work 7.0d
Incomplete 28.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Material Management
42.4 days
Over SLA
Coordinators
6.0 days
Over SLA
Field Work
7.0 days
Over SLA
Incomplete (excluded from total)
28.0 days
Billing
0.0 days
Created: May 23, 2025 Due: Sep 18, 2025 Completed: Sep 18, 2025 (on time)
📅
80.1 days Total Age
⏱️
42.4d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
46.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Jun 4, 2025
Visit 2 Sep 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00494722
MissionVet Specialty & Emergency (needs quote)
Closed
Q-00028208 **Service is needed ASAP, customer is asking for service on 5/28 All table are at one location. Some tables are DRE and some are Midmark, others are unknown. There are 5 surgical tables that need adjustments: OR 1 top of table shifts OR 2 top of table shifts OR 3 table top does not lock slides down when tilted OR 4 table is wobbly and needs new level feet OR 5 doesn't lock for raise /lower and turning Ideally Wednesdays would be the best day seeing as that is a non-surgical day The technician will need to evaluate the units and determine if parts are needed for repairs.
Priority
Critical
Origin
Email
Reason
New Case
Contact
Mike Perez
Owner
Kimberly Hardison
Created
May 20, 2025
Work Orders from this Case (5)
WO-01275320 Invoiced
Evaluation • Chane Lacy
Created: May 23, 2025 • Closed: Jul 14, 2025
WO-01275321 Invoiced
Evaluation • Chane Lacy
Created: May 23, 2025 • Closed: Jun 4, 2025
WO-01275322 (current) Invoiced
Evaluation • Chane Lacy
Created: May 23, 2025 • Closed: Sep 17, 2025
WO-01275323 Invoiced
Evaluation • Chane Lacy
Created: May 23, 2025 • Closed: Jun 4, 2025
WO-01275325 Canceled
Evaluation • Chane Lacy
Created: May 23, 2025 • Closed: Jun 4, 2025
Completed with significant delays
Invoiced • 285 days old
🚨
Primary Delay 42.4 days stuck in "Awaiting Parts"
⏱️
Total Delay 46.4 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
0.4d / 1.0d SLA
Assigned
1.6d / 0.5d SLA
Completed
7.0d / 1.0d SLA
Incomplete
28.0d
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
42.4d / 3.0d SLA
Reschedule
1.6d / 2.0d SLA
Scheduled
2.4d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/16 KKelch called Mike to schedule for tomorrow between 9 and 10 am, Bianca asked for between 2 and 3 pm. Customer confirmed. 

9/15/2025 Sramen - WO flipped to reschedule today. Parts delivered on 9/4. I adjusted due date from today and removed delay code.

7/16/2025jsells

Q-00029051


7/15, Created case and sent to sales for quoting.

7/15/25 CDempsey- received quote for parts needed.

7/14/25 CDempsey- emailed product manufacturer following up on Chane's previous request for part #'s and quote.

6/6/25 CDempsey- received response from manufacturer that they were putting a quote together.

6/5 CLacy- emailed DRE Vet for part #'s. Included KWeiss and CDempsey.

6/5, KWeiss, Chatter sent to tech requesting p/n's.

6/4 CLacy- Product not listed in our component list. details are listed in work description

5/27 KHensley scheduled per logged email from Mike. Email logged on WO-01275325

5/27 KHensley sent Mike an email for scheduling. Email logged on WO-01275325 5/23 KHensley called Mike to schedule for 5/27 between 11 and 12 pm. Left info. Call logged on WO-01275320 5/23 KHardison, **Service is needed ASAP, customer is asking for service on 5/28. Ideally Wednesdays would be the best day seeing as that is a non-surgical day

🔧 Work Performed
manufacture: PANNOMED Mdl: 752.522 SN#14-62070102 Evaluated unit and found the table top is adjustable and should slide but it is missing the slide tensioners. Adding pics to WO for further part identification. 9/17 New Knobs installed. Functional testing passed. This unit is ready to return to service.
🔍 Technician Findings
Unit top slides when the table is tilted
⚠️ Problem Description
Q-00029051 manufacture: PANNOMED Mdl: 752.522 SN#14-62070102 Table slide tensioners needed. Parts needed 2 star grip handles, 7070AGH Q-00028208 3 of 5 **Service is needed ASAP, customer is asking for service on 5/28 All table are at one location. Some tables are DRE and some are Midmark, others are unknown. There are 5 surgical tables that need adjustments: OR 3 table top does not lock slides down when tilted Ideally Wednesdays would be the best day seeing as that is a non-surgical day The technician will need to evaluate the units and determine if parts are needed for repairs.

Timeline

📞
Case Linked May 20, 4:25 PM
Case Number: 00494722
Subject: MissionVet Specialty & Emergency (needs quote)
Status: Closed
⏳ 3.9 business days
📋
▶
2 Work Order Created May 23, 12:17 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned May 23, 3:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 9m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled May 27, 11:42 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3d 20h
⚠️ 7.0 business days
⏱️
3x Labor Added Jun 4, 7:52 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 18
⚠️
Status: Incomplete by Chane Lacy Jun 4, 7:57 PM
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 8d 8h, 0m
🚨 28.5 business days
🔍
Status: L2 Screening by Jessica Sells Jul 16, 2:52 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 41d 18h
📦
▶
2 Parts Requested Jul 16, 5:00 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 7m
🚨 42.9 business days
🔩
▶
2 Parts Added Sep 15, 3:28 PM
Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 60d 22h
👷
▶
2 Technician Assigned Sep 16, 9:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 17h 46m
🗓️
▶
2 Status: Scheduled Sep 16, 9:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-17T19:00:00.000+0000
🆕
▶
3 Status: Entered Sep 16, 5:05 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYSQA5, Chane Lacy
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-17T19:00:00.000+0000
⏳ 1.9 business days
⏱️
5x Labor Added Sep 17, 8:28 PM
Type: Labor, Travel
Status: Open
Qty: 4.5, 0.5, 233
✔️
Status: Completed by Chane Lacy Sep 17, 8:42 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 3h, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 18, 1:00 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 16h 18m, 0m
💰
Status: Invoiced by Hannah Shaw Sep 18, 1:17 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 16m
🚨 35.0 business days
🧾
Invoice Created Nov 6, 2:17 PM
Invoice Number: SM-241324

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Completed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Awaiting Parts
Duration: 42.4 business days (threshold: 3.0 business days)
Exceeded by 39.4 business days

🔗 Related Artifacts

📞
Case 00494722
Closed
📦
Parts Order 00078448
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
N/A
Technician
Chane Lacy
Scheduled
Sep 17, 3:00 PM
Created
May 23, 12:17 PM
Invoice #
SM-241324

Work Details (9)

Name Type Status Qty Amount Date
WL-02818196 Labor Open 0.5 $65.00 Jun 4, 7:52 PM
WL-02818197 Labor Open 0.5 $74.50 Jun 4, 7:52 PM
WL-02818198 Travel Open 18 $12.60 Jun 4, 7:52 PM
WL-02936261 Parts Open 2 $791.10 Sep 15, 3:28 PM
WL-02939712 Labor Open 4.5 $500.00 Sep 17, 8:28 PM
WL-02939713 Labor Open 0.5 $74.50 Sep 17, 8:28 PM
WL-02939714 Labor Open 4.5 $0.00 Sep 17, 8:28 PM
WL-02939715 Travel Open 233 $0.00 Sep 17, 8:28 PM
WL-02939716 Travel Open 233 $0.00 Sep 17, 8:28 PM

Details