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WO-01302051 ↗ ServiceMax

WESTERN VETERINARY PARTNERS LLC • Virtual Tech - Field Repair • P3

📍 WVP CICERO ANIMAL CLINIC — 8803 BREWERTON RD, Brewerton NY, 13029

Sep 5, 2025 → Nov 13, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 10, 2025
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Paused: 40 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 13, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 5 → Sep 8, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 10, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
⏸33d
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Oct 28, 2025
33 business days (not counted)
▶ Clock Running
Status: Entered
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 30, 2025
2 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Oct 30 → Nov 11, 2025
7 business days (not counted)
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Reschedule
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 13, 2025
2 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 7 of 3 biz days used
Created: Sep 5, 2025 Completed: Nov 13, 2025
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0 / 3
Sep 5 → Sep 8 Ready for Scheduling ▶ Running 1 1 / 3
Sep 8 → Sep 8 Assigned ▶ Running 0 1 / 3
Sep 8 → Sep 9 Scheduled ▶ Running 1 2 / 3
Sep 9 → Sep 9 Entered ▶ Running 0 2 / 3
Sep 9 → Sep 9 Assigned ▶ Running 0 2 / 3
Sep 9 → Sep 10 Scheduled ▶ Running 1 3 / 3
Sep 10 → Sep 10 Tech On Site ▶ Running 0 3 / 3
Sep 10 → Oct 28 Awaiting Parts ⏸ Paused 33 —
Oct 28 → Oct 28 Entered ▶ Running 0 3 / 3
Oct 28 → Oct 28 Assigned ▶ Running 0 3 / 3
Oct 28 → Oct 30 Scheduled ▶ Running 2 5 / 3
Oct 30 → Oct 30 Tech On Site ▶ Running 0 5 / 3
Oct 30 → Oct 30 Tech Off Site ▶ Running 0 5 / 3
Oct 30 → Nov 11 Awaiting Parts ⏸ Paused 7 —
Nov 11 → Nov 11 Scheduled ▶ Running 0 5 / 3
Nov 11 → Nov 11 Reschedule ▶ Running 0 5 / 3
Nov 11 → Nov 11 Assigned ▶ Running 0 5 / 3
Nov 11 → Nov 13 Scheduled ▶ Running 2 7 / 3
Nov 13 → Nov 13 Tech On Site ▶ Running 0 7 / 3
Dispatch 0.0d
Material Management 41.2d
Coordinators 10.7d
Field Work 0.5d
Billing 9.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
41.2 days
Over SLA
Coordinators
10.7 days
Over SLA
Field Work
0.5 days
Billing
9.7 days
Over SLA
Created: Sep 5, 2025 Due: Oct 31, 2025 Completed: Nov 13, 2025 (12 days late)
📅
47.4 days Total Age
⏱️
33.2d in Awaiting Parts Longest Stage
🔄
20 transitions Status Changes
⚠️
47.1d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
19 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Darek Kirkpatrick — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 10, 2025
Visit 2 Oct 30, 2025
Visit 3 Nov 13, 2025

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00524878
<no subject>
Closed
Hi ,A work order request has been sent for:Name: CarriePhone: 3154569852Email: lvt@ciceroanimalclinic.comNotes: We are having the water burn the inside of the autoclave again. We've change cleaner as recommend. Water was clear before running cycle. Tank is clear. Site: WVP CICERO ANIMAL CLINICCity: BrewertonCity: NYModel: Tuttnauer - 2340M Asset ID: 13212629
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carrie Carrie
Owner
Virtual Tech
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01302051 (current) Invoiced
Virtual Tech - Field Repair • Darek Kirkpatrick
Created: Sep 5, 2025 • Closed: Nov 13, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 33.2 days stuck in "Awaiting Parts"
⏱️
Total Delay 47.1 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
1.4d / 1.0d SLA
Assigned
0.9d / 0.5d SLA
Scheduled
8.4d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Awaiting Parts
41.2d / 3.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Ready to Bill
9.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/11/2025 LHill-rec'd email from Carrie-3:15 on Thursday is fine. See logged email.


11/11/2025 LHill-sent email to Carrie-

Would it be okay with you if tech arrives around 3:15 on Thursday instead of that morning?


11/11/2025 LHill-LM at 315) 456-9852 letting her know tech would be onsite that evening.


11/11/2025 LHill-TEAMS message from Matt Bateman-


11/11/2025 LHill-rec'd TEAMS call from Matt Bateman. We need to reschedule this one because Taylor advised him she can't do this one on Thursday because she will be at the Depot. Nothing else for Thursday. Find another day next week.


11/11 KSmith -- Scheduled for 11/13 with Carrie

11/9 KSmith -- Carrie advised the parts have arrived. Provided Thursday for a scheduled date and am awaiting response

10/22 KFricke - Backordered, will advise ASAP.

10/30 SRogers: Adding a dummy part order to update status back to awaiting parts (since only 1 of 2 required boxes were shipped).

10/30 TD- Confirmed onsite they only received 1 of 2 parts ordered. Let Ksmith know.

10/28/25 RCook- Updated due date based on parts. Removed delay code.


10/28 KSmith -- Scheduled for Thursday with Carrie

10/28 KSmith -- Responded to Carrie's email to schedule for Thursday (TD)

10/28/2025 SRobinson- Per Carrie, they have received the parts.

09/18/2025 Dnakoff - Customer ready to move forward with repairs.

9/8 KSmith -- Scheduled for 9/10 with Lauren

9/8 KSmith -- Sent email to schedule for Wednesday

🔧 Work Performed
11/13-DK- INSTALLED TEMPERATURE SAFETY THERMOSTAT AND SAFETY THERMOSTAT. RAN TEST CYCLE. UNIT WORKING PROPERLY AT THIS TIME. 09/10/2025 - JWD Located Autoclave machine and confirmed issue. Both Themastat's are causing the unit to overheat leaving a black charred crunchy residue in the bottom of the chamber. Checked the continuity on both Thermastat's and both failed. Will put part orders in for both Thermastat's Part Number#01620004 and Part #01620103. Notified POC of the issue and will get approval to purchase parts.
🔍 Technician Findings
11/13-DK- INSTALLED PARTS ORDERED BY PREVIOUS TECH. 9/10/2025 - JWD Locate Autoclave machine and confirm issue. If possible, order parts if needed. Notify POC of equipment
⚠️ Problem Description
Evaluate/Troubleshoot Autoclave Notes: We are having the water burn the inside of the autoclave again. We've change cleaner as recommend. Water was clear before running cycle. Tank is clear. Site: WVP CICERO ANIMAL CLINIC City:BrewertonCity: NY Model: Tuttnauer - 2340M Asset ID: 13212629 https://www.ebiotrack.com/workorder.php?wo=68036

Timeline

📞
Case Linked Sep 5, 12:59 PM
Case Number: 00524878
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Sep 5, 4:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 1.9 business days
👷
▶
2 Technician Assigned Sep 8, 8:32 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
🗓️
▶
2 Status: Scheduled Sep 8, 3:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-10T12:00:00.000+0000
🆕
▶
3 Status: Entered Sep 9, 1:49 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Duff
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-10T19:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by James Duff Sep 10, 4:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
2x Labor Added Sep 10, 5:05 PM
Type: Labor, Travel
Status: Open
Qty: 2, 70
📦
▶
2 Parts Requested Sep 10, 6:30 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by James Duff
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 48m
📦
Parts Requested Sep 10, 6:36 PM
Order: 00081572
Status: Closed
⏱️
3x Labor Added Sep 10, 6:47 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 2.25, 30
🚨 29.7 business days
🔩
2x Parts Added Oct 22, 1:12 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🆕
▶
2 Status: Entered Oct 28, 10:22 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Bernard Thompson
👷
▶
3 Technician Assigned Oct 28, 11:08 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-30T12:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 46m
📅
Dispatch Scheduled by Rhea Berry Oct 28, 3:02 PM
Scheduled For: 2025-10-31T12:00:00.000+0000, 2025-10-30T12:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 2x Labor Added Oct 30, 8:15 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Taylor Duda
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⏱️
▶
2 3x Labor Added Oct 30, 8:28 AM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Taylor Duda
From: Tech On Site
To: Tech Off Site
Duration in Previous: 14m
📦
▶
2 Parts Requested Oct 30, 8:35 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 5m
⚠️ 5.1 business days
🔩
2x Parts Added Nov 5, 11:32 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.1 business days
📅
▶
2 Dispatch Scheduled Nov 11, 2:06 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Awaiting Parts
To: Scheduled
Duration in Previous: 12d 6h
🔄
Status: Reschedule by Laura Hill Nov 11, 2:58 PM
From: Scheduled
To: Reschedule
Duration in Previous: 51m
👷
▶
3 Technician Assigned Nov 11, 4:43 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Laura Hill
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 45m, 0m
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-11-13T20:15:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Nov 13, 1:00 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.33333333333333, 11
⏱️
▶
2 Labor Added Nov 13, 2:16 PM
Labor Added → Status: Completed
✔️
Status: Completed by Darek Kirkpatrick
From: Tech On Site
To: Completed
Duration in Previous: 1h 17m
⏱️
2x Labor Added Nov 13, 2:55 PM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 15
🏁
Status: Closed by Darek Kirkpatrick Nov 13, 3:01 PM
From: Completed
To: Closed
Duration in Previous: 43m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 17, 1:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 22h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 2, 1:05 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 23h
💰
Status: Invoiced by Diane Patton Dec 2, 1:11 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
⚠️ 8.0 business days
🧾
Invoice Created Dec 11, 12:14 PM
Invoice Number: SM-247981

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Assigned
Duration: 6.6 business hours (threshold: 4.0 business hours)
Exceeded by 2.6 business hours
Awaiting Parts
Duration: 33.2 business days (threshold: 3.0 business days)
Exceeded by 30.2 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 9.7 business days (threshold: 1.0 business days)
Exceeded by 8.7 business days

🔗 Related Artifacts

📞
Case 00524878
Closed
📦
Parts Order 00081570
Closed
📦
Parts Order 00081572
Closed
📦
Parts Order 00084447
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Nov 13, 3:15 PM
Created
Sep 5, 4:32 PM
Invoice #
SM-247981

Work Details (19)

Name Type Status Qty Amount Date
WL-02931499 Labor Open 2 $0.00 Sep 10, 5:05 PM
WL-02931501 Travel Open 70 $275.00 Sep 10, 5:05 PM
WL-02931673 Labor Open 0.75 $0.00 Sep 10, 6:47 PM
WL-02931674 Labor Open 2.25 $267.75 Sep 10, 6:47 PM
WL-02931675 Travel Open 30 $0.00 Sep 10, 6:47 PM
WL-02979967 Parts Open 1 $0.00 Oct 22, 1:12 PM
WL-02979968 Expenses Open 1 $11.59 Oct 22, 1:12 PM
WL-02989450 Labor Open 0.5 $0.00 Oct 30, 8:15 AM
WL-02989451 Travel Open 11 $110.00 Oct 30, 8:15 AM
WL-02989466 Labor Open 0.25 $29.75 Oct 30, 8:28 AM
WL-02989467 Labor Open 0.5 $0.00 Oct 30, 8:28 AM
WL-02989468 Travel Open 14 $0.00 Oct 30, 8:28 AM
WL-02998088 Parts Open 1 $118.15 Nov 5, 11:32 PM
WL-02998089 Expenses Open 1 $18.52 Nov 5, 11:32 PM
WL-03006136 Labor Open 0.33333333333333 $0.00 Nov 13, 1:01 PM
WL-03006137 Travel Open 11 $110.00 Nov 13, 1:01 PM
WL-03006258 Labor Open 1.3333333333333 $178.50 Nov 13, 2:16 PM
WL-03006324 Labor Open 0.58333333333333 $0.00 Nov 13, 2:55 PM
WL-03006325 Travel Open 15 $0.00 Nov 13, 2:55 PM

Details