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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304910 ↗ ServiceMax

Modern Animal Hospital • Inspection • PSM

📍 Modern Animal Clinic - Berk — 760 Hearst Ave, Berkeley CA, 94710

Sep 17, 2025 → Dec 11, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (48 biz days late)
Active: 58 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
▶ Clock Running
Status: Created
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
45d
▶ Clock Running
Status: Assigned
Sep 17 → Nov 21, 2025
45 business days (counted)
Running total: 45 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 8, 2025
9 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Completed
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 12, 2025
3 business days (counted)
Running total: 58 of ? biz days used
Created: Sep 17, 2025 Completed: Dec 12, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 17 → Sep 17 Created ▶ Running 0 0
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0
Sep 17 → Nov 21 Assigned ▶ Running 45 45
Nov 21 → Dec 8 Scheduled ▶ Running 9 54
Dec 8 → Dec 9 Tech On Site ▶ Running 1 55
Dec 9 → Dec 9 Reschedule ▶ Running 0 55
Dec 9 → Dec 9 Completed ▶ Running 0 55
Dec 9 → Dec 12 Scheduled ▶ Running 3 58
Dispatch 0.0d
Coordinators 59.7d
Field Work 1.4d
Billing 12.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
59.7 days
Over SLA
Field Work
1.4 days
Billing
12.8 days
Over SLA
Created: Sep 17, 2025 Due: Nov 26, 2025 Completed: Dec 12, 2025 (15 days late)
📅
58.4 days Total Age
⏱️
45.9d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
67.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 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 Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 8, 2025
Visit 2 Dec 9, 2025
Visit 3 Dec 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527837
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 99 Pcs https://www.ebiotrack.com/inspection.php?iid=30147
Priority
Standard
Origin
Email
Reason
New Case
Contact
STEPH PEPPER
Owner
Kimberly Hardison
Created
Sep 17, 2025
Work Orders from this Case (1)
WO-01304910 (current) Invoiced
Inspection • Angel Rios
Created: Sep 17, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 168 days old
🚨
Primary Delay 45.9 days stuck in "Assigned"
⏱️
Total Delay 67.9 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
45.9d / 0.5d SLA
Scheduled
12.8d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Reschedule
1.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
12.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-9 Mburris tech called said Lead (Cassie) and she asked if tech could come back Thursday 12/11 at 11am to finish off the inspection.

11-21 Mburris called site and set appt with POC

11-21 Mburris called site LM for POC 

11-19 Mburris Lm on Vmail for POC

🔧 Work Performed
12/08 Performed annual equipment electrical safety testing and calibration service on 97 units. Approximately 20 units remain and still need to be inspected. I will need to return to complete the remaining work. Spoke with Cassie, and she confirmed that Thursday, 12/11 at 11:00 AM is a good date and time to come back and finish the inspection. 12/11 Arrived on site after spending about 30 minutes looking for parking. I also had to move my vehicle a few times due to the 2-hour parking limit. Completed the on-site inspection for a total of 115 units.
🔍 Technician Findings
Perform Annual Equipment Electrical Safety Test And Calibration Service for 99 units.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 99 Pcs https://www.ebiotrack.com/inspection.php?iid=30147

Timeline

📞
Case Linked Sep 17, 7:01 AM
Case Number: 00527837
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 17, 12:16 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 Sep 17, 1:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 45m
🚨 46.0 business days
🗓️
▶
2 Status: Scheduled Nov 21, 1:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-08T16:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Angel Rios Dec 8, 1:28 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 0h
⏱️
▶
2 4x Labor Added Dec 8, 9:07 PM
4x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Angel Rios
From: Completed, Tech On Site
To: Reschedule, Completed
Duration in Previous: 7h 42m, 0m
📅
▶
2 Dispatch Scheduled Dec 9, 8:23 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Reschedule
To: Scheduled
Duration in Previous: 11h 12m
⏱️
2x Labor Added Dec 9, 12:26 PM
Type: Labor, Expenses
Status: Open
Qty: 2.25, 1
⏳ 3.0 business days
⏱️
▶
2 Labor Added Dec 11, 7:17 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.75
🚗
▶
2 3x Travel Added Dec 11, 7:29 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Scheduled
To: Completed
Duration in Previous: 2d 11h
🚗
▶
2 2x Travel Added Dec 11, 10:36 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 3h 7m
⏳ 3.2 business days
🔩
▶
2 Parts Added Dec 16, 12:51 PM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 4d 14h
🚨 13.0 business days
📨
▶
2 Status: Invoice Pending Jan 5, 10:08 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Jan 5, 1:54 PM
Invoice Number: SM-250455

Bottlenecks

Assigned
Duration: 45.9 business days (threshold: 4.0 business hours)
Exceeded by 45.4 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 12.8 business days (threshold: 1.0 business days)
Exceeded by 11.8 business days

🔗 Related Artifacts

📞
Case 00527837
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Angel Rios
Scheduled
Dec 11, 2:00 PM
Created
Sep 17, 12:16 PM
Invoice #
SM-250455

Work Details (14)

Name Type Status Qty Amount Date
WL-03030837 Labor Open 8.25 $0.00 Dec 8, 9:07 PM
WL-03030836 Labor Open 2 $0.00 Dec 8, 9:07 PM
WL-03030838 Travel Open 85 $0.00 Dec 8, 9:07 PM
WL-03030839 Travel Open 85 $0.00 Dec 8, 9:07 PM
WL-03031373 Labor Open 2.25 $0.00 Dec 9, 12:26 PM
WL-03031374 Expenses Open 1 $0.00 Dec 9, 12:26 PM
WL-03034958 Labor Open 2.75 $0.00 Dec 11, 7:17 PM
WL-03034959 Labor Open 0.75 $0.00 Dec 11, 7:19 PM
WL-03034987 Travel Open 98 $0.00 Dec 11, 7:29 PM
WL-03034986 Labor Open 4 $1,984.00 Dec 11, 7:29 PM
WL-03034988 Expenses Open 1 $0.00 Dec 11, 7:29 PM
WL-03035289 Travel Open 85 $0.00 Dec 11, 10:36 PM
WL-03035288 Labor Open 2.75 $0.00 Dec 11, 10:36 PM
WL-03039244 Parts Open 1 $324.00 Dec 16, 12:51 PM

Details