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WO-01304487 ↗ ServiceMax

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

📍 Lovet Pet Health Care - Surprise Animal Hospital - 8015 — 13954 W. Waddell Rd., Suite 109, Surprise AZ, 85379

Sep 16, 2025 → Sep 18, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 19, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 18, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
0d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Sep 16, 2025 Completed: Sep 18, 2025
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0 / 3
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0 / 3
Sep 16 → Sep 16 Assigned ▶ Running 0 0 / 3
Sep 16 → Sep 18 Scheduled ▶ Running 2 2 / 3
Sep 18 → Sep 18 Entered ▶ Running 0 2 / 3
Sep 18 → Sep 18 Assigned ▶ Running 0 2 / 3
Sep 18 → Sep 18 Scheduled ▶ Running 0 2 / 3
Sep 18 → Sep 18 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 3.9d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.9 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Sep 16, 2025 Due: Sep 19, 2025 Completed: Sep 18, 2025 (1 days early)
📅
3.0 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527485
<no subject>
Closed
We keep having no water coming from drillhead or 3 way syringe. We have to keep turning the nozzle for the water flow off and then back on a bunch of times to get the machine to rest and have water come. Model: iM3 - Pro 2000City: 13105056
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mary Sabia
Owner
Virtual Tech
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304487 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Sep 16, 2025 • Closed: Sep 18, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 2.2 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
0.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/16 KKelch called Mary to schedule for 9/18 between 2 and 3 pm. Customer confirmed.

🔧 Work Performed
Ran the system water from the drill and hand piece for an hour without issue
🔍 Technician Findings
No issue found
⚠️ Problem Description
Troubleshoot issue below: We keep having no water coming from drillhead or 3 way syringe. We have to keep turning the nozzle for the water flow off and then back on a bunch of times to get the machine to rest and have water come. Model: iM3 - Pro 2000City: 13105056 https://www.ebiotrack.com/workorder.php?wo=68224

Timeline

📞
Case Linked Sep 16, 8:09 AM
Case Number: 00527485
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Sep 16, 9:23 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Sep 16, 10:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 37m
🗓️
▶
2 Status: Scheduled Sep 16, 10:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-18T21:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Sep 18, 12:25 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTCJcQAP, Tyler Bollman
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-18T21:00:00.000+0000
🔧
▶
2 Status: Tech On Site Sep 18, 5:53 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 17
✔️
▶
2 Status: Completed Sep 18, 6:33 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Sep 22, 9:42 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 23, 11:40 AM
Invoice Number: SM-241662

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00527485
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Sep 18, 5:00 PM
Created
Sep 16, 9:23 AM
Invoice #
SM-241662

Work Details (3)

Name Type Status Qty Amount Date
WL-02941331 Labor Open 1 $149.00 Sep 18, 5:55 PM
WL-02941332 Labor Open 1 $79.00 Sep 18, 5:55 PM
WL-02941333 Travel Open 17 - Sep 18, 5:55 PM

Details