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WO-01306889 ↗ ServiceMax

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

📍 Lovet Pet Health Care - Verrado East Animal Hospital - 8023 — 19580 W. Indian School Rd.,, Buckeye AZ, 85396

Sep 30, 2025 → Nov 25, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (9 biz days late)
Active: 10 biz days
Paused: 28 biz days
🕐 Clock stopped: Completed (Nov 25, 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
⏸28d
⏸ Clock Paused
Status: Awaiting Parts
Sep 30 → Nov 11, 2025
28 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 11 → Nov 14, 2025
3 business days (counted)
Running total: 3 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Nov 14 → Nov 25, 2025
7 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Sep 30, 2025 Completed: Nov 25, 2025
Show SLA Clock Detail (7 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 11 Awaiting Parts ⏸ Paused 28 —
Nov 11 → Nov 11 Reschedule ▶ Running 0 0
Nov 11 → Nov 14 Assigned ▶ Running 3 3
Nov 14 → Nov 25 Scheduled ▶ Running 7 10
Nov 25 → Nov 25 Tech On Site ▶ Running 0 10
Dispatch 0.2d
Material Management 28.5d
Coordinators 10.4d
Field Work 0.6d
Billing 2.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
28.5 days
Over SLA
Coordinators
10.4 days
Over SLA
Field Work
0.6 days
Billing
2.0 days
Over SLA
Created: Sep 30, 2025 Due: Nov 26, 2025 Completed: Nov 25, 2025 (1 days early)
📅
38.7 days Total Age
⏱️
28.5d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
35.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531540
Lovet Pet Health Care - Verrado East Animal Hospital - 8023 - WO Request
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 - Verrado East Animal Hospital - 8023 SMC: Lovet Pet Health Care -Covetrus<https://csa.lightning.force.com/lightning/r/SVMXC__Service_Contract__c/a0fVU000009liV3YAI/view> POC: Wendi Martinez Problem Description: Vaporizer Exchange for 4 vaporizers Order Type: PM Due Date: 09/30 https://www.ebiotrack.com/inspection.php?iid=30384
Priority
Critical
Origin
Email
Reason
New Case
Contact
Wendi Martinez
Owner
Kimberly Hardison
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01306889 (current) Invoiced
Preventive Maintenance • Andrew Przybyla
Created: Sep 30, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 155 days old
🚨
Primary Delay 28.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 35.8 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
0.2d / 1.0d SLA
Awaiting Parts
28.5d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
7.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


11/11/25 RCook- Updated due date based on parts. Removed delay code

11/11 KKelch called Wendi to schedule for 11/24 between 8 and 10 am. Left info. 

🔧 Work Performed
Tech exchanged the 4 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 4 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 4 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 - Verrado East Animal Hospital - 8023 SMC: Lovet Pet Health Care -Covetrus POC: Wendi Martinez Problem Description: Vaporizer Exchange for 4 vaporizers Order Type: PM Due Date: 09/30 https://www.ebiotrack.com/inspection.php?iid=30384

Timeline

📞
Case Linked Sep 30, 11:07 AM
Case Number: 00531540
Subject: Lovet Pet Health Care - Verrado East Animal Hospital - 8023 - WO Request
Status: Closed
📋
▶
2 Work Order Created Sep 30, 2:21 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Sep 30, 4:12 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 49m
🚨 29.0 business days
🔩
▶
2 2x Parts Added Nov 11, 2:38 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 41d 23h
👷
▶
2 Technician Assigned Nov 11, 2:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 12m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Nov 14, 4:00 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3d 1h
⏳ 5.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 20, 8:57 AM
Scheduled For: 2025-11-24T20:00:00.000+0000
📅
Dispatch Scheduled by Andrew Przybyla Nov 20, 9:31 AM
Scheduled For: 2025-11-25T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Nov 25, 10:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 18h
⏱️
3x Labor Added Nov 25, 12:40 PM
Type: Labor, Travel
Status: Open
Qty: 2, 4, 84
⏱️
▶
2 2x Labor Added Nov 25, 2:00 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Tech On Site
To: Completed
Duration in Previous: 3h 58m
🏁
Status: Closed by Andrew Przybyla Nov 25, 3:01 PM
From: Completed
To: Closed
Duration in Previous: 1h 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 1, 10:13 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 19h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Dec 2, 3:31 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-248009
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Awaiting Parts
Duration: 28.5 business days (threshold: 3.0 business days)
Exceeded by 25.5 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00531540
Closed
📦
Parts Order 00082711
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Nov 25, 10:00 AM
Created
Sep 30, 2:21 PM
Invoice #
SM-248009

Work Details (7)

Name Type Status Qty Amount Date
WL-03003452 Parts Open 4 $1,800.00 Nov 11, 2:38 PM
WL-03003453 Expenses Open 1 $38.00 Nov 11, 2:38 PM
WL-03019620 Labor Open 2 $0.00 Nov 25, 12:40 PM
WL-03019621 Labor Open 4 $0.00 Nov 25, 12:40 PM
WL-03019622 Travel Open 84 - Nov 25, 12:40 PM
WL-03019738 Labor Open 1 $0.00 Nov 25, 2:00 PM
WL-03019739 Travel Open 31 - Nov 25, 2:00 PM

Details