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WO-01306844 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Preventive Maintenance • PSM

📍 Lovet Pet Health Care - Fletcher Heights Animal Hospital - 8009 — 8385 W. Deer Valley Rd., Suite 104, Peoria AZ, 85382

Sep 30, 2025 → Nov 25, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (6 biz days late)
Active: 7 biz days
Paused: 32 biz days
🕐 Clock stopped: Completed (Nov 26, 2025)
▶ Clock Running
Status: Created
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸32d
⏸ Clock Paused
Status: Awaiting Parts
Sep 30 → Nov 17, 2025
32 business days (not counted)
▶ Clock Running
Status: Assigned
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 17 → Nov 25, 2025
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 26, 2025
1 business day (counted)
Running total: 7 of ? biz days used
Created: Sep 30, 2025 Completed: Nov 26, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 30 → Sep 30 Created ▶ Running 0 0
Sep 30 → Sep 30 L2 Screening ▶ Running 0 0
Sep 30 → Nov 17 Awaiting Parts ⏸ Paused 32 —
Nov 17 → Nov 17 Assigned ▶ Running 0 0
Nov 17 → Nov 25 Scheduled ▶ Running 6 6
Nov 25 → Nov 26 Tech On Site ▶ Running 1 7
Dispatch 0.4d
Material Management 32.5d
Coordinators 7.0d
Field Work 0.9d
✗ SLA Missed
Dispatch
0.4 days
Material Management
32.5 days
Over SLA
Coordinators
7.0 days
Over SLA
Field Work
0.9 days
Created: Sep 30, 2025 Due: Nov 24, 2025 Completed: Nov 26, 2025 (1 days late)
📅
39.3 days Total Age
⏱️
32.5d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
35.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531503
Hcp L2 Review.
Closed
Inspection: Vaporizer PM - Vaporizer Please create a work order and place with L2 to order vaporizer parts. Account: Lovet Pet Health Care (Formerly Arizona Pet) Location: Lovet Pet Health Care - Fletcher Heights Animal Hospital - 8009 SMC: Lovet Pet Health Care -Covetrus<https://csa.lightning.force.com/lightning/r/SVMXC__Service_Contract__c/a0fVU000009liV3YAI/view> POC: Holly Courter Problem Description: Vaporizer Exchange for 5 vaporizers Order Type: PM Due Date: 09/30 https://www.ebiotrack.com/inspection.php?iid=30379
Priority
Critical
Origin
Email
Reason
New Case
Contact
Holly Courter
Owner
Kimberly Hardison
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01306844 (current) Invoiced
Preventive Maintenance • Andrew Przybyla
Created: Sep 30, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 155 days old
🚨
Primary Delay 32.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 35.5 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
L2 Screening
0.4d / 1.0d SLA
Awaiting Parts
32.5d / 3.0d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24/2025 LHill-Per TEAMS call with Dylan. He updated the location address to TN.


11/24/2025 LHill-rec'd TEAMS call from Andy-he said this WO is assigned to him for tomorrow but the address says TN. I told him I would check into this and call him back.


11/17 KKelch scheduled per logged email from Holly

11/14/2025 JRolston - Per email from POC, Holly Courter: 'We have received our vaporizers now, they are onsite for you to swap out. Can you send a tech out?". Moved from "01e-Awaiting Parts to RFS and forwarded email to Kaitlyn Kelch / ASC. 

🔧 Work Performed
Tech exchanged the 5 vaporizers that were sent to the customer. Tech all photos and attached to WO along with photos of the return label. Tech showed the site manager that the new vaporizers were installed. Site manager filled with fluid. Tech took all 5 vaporizers to UPS store to send back. Tech also included a photo of the shipping receipt.
🔍 Technician Findings
Tech arrived on site to exchange the vaporizers.
⚠️ Problem Description
Inspection: Vaporizer PM - Vaporizer Qty 5 Please create a work order and place with L2 to order vaporizer parts. Account: Lovet Pet Health Care (Formerly Arizona Pet) Location: Lovet Pet Health Care - Fletcher Heights Animal Hospital - 8009 SMC: Lovet Pet Health Care -Covetrus POC: Holly Courter Problem Description: Vaporizer Exchange for 5 vaporizers Order Type: PM Due Date: 09/30 https://www.ebiotrack.com/inspection.php?iid=30379

Timeline

📞
Case Linked Sep 30, 10:37 AM
Case Number: 00531503
Subject: Hcp L2 Review.
Status: Closed
📋
▶
2 Work Order Created Sep 30, 1:08 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Sep 30, 4:17 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3h 7m
🚨 33.0 business days
👷
▶
3 Technician Assigned Nov 17, 10:44 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Awaiting Parts, Assigned
To: Assigned, Scheduled
Duration in Previous: 47d 19h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-24T22:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Andrew Przybyla Nov 20, 9:32 AM
Scheduled For: 2025-11-25T20:00:00.000+0000
⏳ 4.0 business days
⏱️
6x Labor Added Nov 25, 2:07 PM
Type: Labor, Travel, Expenses, Parts
Status: Open
Qty: 5, 2, 83, 1
🔧
Status: Tech On Site by Andrew Przybyla Nov 25, 3:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 4h
✔️
Status: Completed by Andrew Przybyla Nov 25, 8:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 58m
🏁
Status: Closed by Andrew Przybyla Nov 25, 10:30 PM
From: Completed
To: Closed
Duration in Previous: 2h 29m
⏳ 2.2 business days
📄
Status: Ready to Bill by Diane Patton Dec 1, 10:21 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 5d 11h, 0m
⚠️ 6.0 business days
🧾
Invoice Created Dec 8, 5:07 PM
Invoice Number: 247832

Bottlenecks

Awaiting Parts
Duration: 32.5 business days (threshold: 3.0 business days)
Exceeded by 29.5 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00531503
Closed
📦
Parts Order 00082715
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Nov 25, 3:00 PM
Created
Sep 30, 1:08 PM
Invoice #
247832

Work Details (6)

Name Type Status Qty Amount Date
WL-03019756 Labor Open 5 $0.00 Nov 25, 2:07 PM
WL-03019757 Labor Open 2 $0.00 Nov 25, 2:07 PM
WL-03019758 Travel Open 83 - Nov 25, 2:07 PM
WL-03019759 Expenses Open 1 $0.00 Nov 25, 2:07 PM
WL-03019760 Parts Open 5 $2,250.00 Nov 25, 2:07 PM
WL-03019761 Expenses Open 1 $52.80 Nov 25, 2:07 PM

Details