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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01296175 ↗ ServiceMax

Armstrong Pet Hospital • Virtual Tech • PC

📍 Armstrong Pet Hospital — 1710 Shaw Ave, Clovis CA, 93611

Aug 6, 2025 → Aug 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 3, 2025
✓ SLA Met (39 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Aug 8, 2025)
▶ Clock Running
Status: Created
Aug 6 → Aug 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: On Hold
Aug 6 → Aug 8, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 8 → Aug 8, 2025
0 business days (counted)
Running total: 2 of ? biz days used
Created: Aug 6, 2025 Completed: Aug 8, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Aug 6 → Aug 6 Created ▶ Running 0 0
Aug 6 → Aug 8 On Hold ▶ Running 2 2
Aug 8 → Aug 8 Assigned ▶ Running 0 2
Dispatch 0.0d
Holding 2.6d (excluded)
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
2.6 days
Billing
16.0 days
Over SLA
Created: Aug 6, 2025 Due: Oct 3, 2025 Completed: Aug 8, 2025 (56 days early)
📅
2.6 days Total Age
⏱️
16.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
16.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00516875
<no subject>
Closed
Name: Ernie Phone: 5598184072 Email: lunadiosa9@gmail.com Notes: Unit is not displaying the temperature and not warming correctly Site: Armstrong Pet Hospital City: ClovisCity: CA Model: LW Scientific - Ready Warm Model: LW Scientific - Ready Warm Model Type: Plate Warmer Asset ID: 13215631 Site: Armstrong Pet Hospital - Armstrong Pet Hospital<https://www.ebiotrack.com/sites.php?sid=23576> Serial #: 000027967
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ernie Ernie
Owner
Virtual Tech
Created
Aug 6, 2025
Work Orders from this Case (2)
WO-01296175 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Aug 6, 2025 • Closed: Aug 8, 2025
WO-01296656 Invoiced
Virtual Tech - Field Repair • Omar Serrano
Created: Aug 8, 2025 • Closed: Sep 9, 2025
Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 16.0 days stuck in "Ready to Bill"
⏱️
Total Delay 16.1 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
On Hold
2.6d
Closed
2.1d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Sending tech to evaluate/troubleshoot temp controller. 8-7 Follow up email sent to customer. 8-6 Sent troubleshooting steps to confirm input power and information gathering. Requested Warranty status from OEM and Model # from customer.
🔍 Technician Findings
Sending tech to evaluate/troubleshoot temp controller.
⚠️ Problem Description
Unit is not displaying the temperature and not warming correctly Model: LW Scientific - Ready Warm Model Type: Plate Warmer Serial #: 000027967 https://www.ebiotrack.com/workorder.php?wo=67278

Timeline

📞
Case Linked Aug 6, 2:43 PM
Case Number: 00516875
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Aug 6, 2:51 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏳ 3.0 business days
⏱️
▶
3 Labor Added Aug 8, 8:35 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 1d 17h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Aug 11, 8:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 11h
🚨 16.4 business days
📨
▶
2 Status: Invoice Pending Sep 3, 5:52 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 114.8 business days
🧾
Invoice Created Feb 20, 10:38 AM
Invoice Number: SM-239852

Bottlenecks

Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00516875
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Aug 6, 2:51 PM
Invoice #
SM-239852

Work Details (1)

Name Type Status Qty Amount Date
WL-02895347 Labor Open 0.56666666666667 $89.25 Aug 8, 8:35 AM

Details