Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304109 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Virtual Tech - Field Repair • P3

📍 Lovet Pet Health Care - Westbrook Animal Hospital - 8007 — 9163 W. Union Hills Dr., Suite 108, Peoria AZ, 85310

Sep 12, 2025 → Sep 16, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 17, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Sep 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 16, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Sep 12, 2025 Completed: Sep 16, 2025
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0 / 3
Sep 12 → Sep 12 Ready for Scheduling ▶ Running 0 0 / 3
Sep 12 → Sep 15 Assigned ▶ Running 1 1 / 3
Sep 15 → Sep 16 Scheduled ▶ Running 1 2 / 3
Sep 16 → Sep 16 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 4.0d
Field Work 0.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.0 days
Over SLA
Field Work
0.2 days
Created: Sep 12, 2025 Due: Sep 17, 2025 Completed: Sep 16, 2025 (1 days early)
📅
3.0 days Total Age
⏱️
2.5d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
3.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00526716
<no subject>
Closed
Notes: Dental machin light is not turning on. One of the drills light is also not turning on. One of the ultrasonic scaler is not working properly. The scaler is shooting a stream of water instead of the mist. Drill and scaler are in the managers/supervisor desk. Ask for Taylor, Bailey, or Juan Model: iM3 - Pro 2000 Model Type: Dental Delivery Unit Asset ID: 13105215 Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Westbrook Animal Hospital - 8007<https://www.ebiotrack.com/sites.php?sid=21537> Serial #: 516-C0740
Priority
Standard
Origin
Email
Reason
New Case
Contact
Juan F Benitez Quintero
Owner
Virtual Tech
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304109 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Sep 12, 2025 • Closed: Sep 16, 2025
Completed with minor delays
Invoiced • 173 days old
🚨
Primary Delay 2.5 days stuck in "Closed"
⏱️
Total Delay 3.0 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
0.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/12 KKelch called Juan to schedule for 9/15 between 1 and 2 pm. The person who answered the phone let me know that he is OOO until Tuesday 9/16

🔧 Work Performed
corrected loose connection restoring power to wand, tested scaler heads found three bad and spare drill hand piece needing replaced informed customer
🔍 Technician Findings
customer light wand non functional and wanted me to test spare scaler heads and drill
⚠️ Problem Description
Troubleshoot Dental Machine issues below. Notes: Dental machin light is not turning on. One of the drills light is also not turning on. One of the ultrasonic scaler is not working properly. The scaler is shooting a stream of water instead of the mist. Drill and scaler are in the managers/supervisor desk. Ask for Taylor, Bailey, or Juan Model: iM3 - Pro 2000 Model Type: Dental Delivery Unit Asset ID: 13105215 Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Westbrook Animal Hospital - 8007 Serial #: 516-C0740

Timeline

📞
Case Linked Sep 12, 9:16 AM
Case Number: 00526716
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Sep 12, 9:59 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Sep 12, 10:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14m
⏳ 2.0 business days
🗓️
▶
3 Status: Scheduled Sep 15, 11:26 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-16T15:00:00.000+0000, 2025-09-16T18:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-16T17:30:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Sep 16, 1:58 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 10
✔️
▶
2 Status: Completed Sep 16, 3:41 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Sep 18, 12:32 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 20h, 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 21, 10:53 PM
Invoice Number: SM-241314

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00526716
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Sep 16, 1:30 PM
Created
Sep 12, 9:59 AM
Invoice #
SM-241314

Work Details (3)

Name Type Status Qty Amount Date
WL-02937338 Labor Open 0.5 $158.00 Sep 16, 2:03 PM
WL-02937339 Labor Open 1 $149.00 Sep 16, 2:03 PM
WL-02937340 Travel Open 10 - Sep 16, 2:03 PM

Details