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WO-01306901 ↗ ServiceMax

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

📍 Lovet Pet Health Care - Roadrunner Animal Hospital - 8004 — 12320 N. 75th Avenue, Peoria AZ, 85381

Sep 30, 2025 → Nov 6, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (11 biz days late)
Active: 12 biz days
Paused: 14 biz days
🕐 Clock stopped: Completed (Nov 6, 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
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Sep 30 → Oct 21, 2025
14 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Oct 21 → Nov 6, 2025
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Sep 30, 2025 Completed: Nov 6, 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 → Oct 21 Awaiting Parts ⏸ Paused 14 —
Oct 21 → Oct 21 Reschedule ▶ Running 0 0
Oct 21 → Oct 21 Assigned ▶ Running 0 0
Oct 21 → Nov 6 Scheduled ▶ Running 12 12
Nov 6 → Nov 6 Tech On Site ▶ Running 0 12
Dispatch 0.2d
Material Management 14.5d
Coordinators 12.5d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
14.5 days
Over SLA
Coordinators
12.5 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Sep 30, 2025 Due: Oct 28, 2025 Completed: Nov 6, 2025 (8 days late)
📅
26.7 days Total Age
⏱️
14.5d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
23.4d 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 #00531546
Lovet Pet Health Care - Roadrunner Animal Hospital - 8004 - 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) SMC: Lovet Pet Health Care -Covetrus<https://csa.lightning.force.com/lightning/r/SVMXC__Service_Contract__c/a0fVU000009liV3YAI/view> POC: Kate Boyce Problem Description: Vaporizer Exchange for 4 vaporizers Order Type: PM Due Date: 09/30 Please attach all four PDFs to case and the WO. https://www.ebiotrack.com/inspection.php?iid=30387
Priority
Critical
Origin
Email
Reason
New Case
Contact
Kate Boyce
Owner
Kimberly Hardison
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01306901 (current) Invoiced
Preventive Maintenance • Andrew Przybyla
Created: Sep 30, 2025 • Closed: Nov 6, 2025
Completed with significant delays
Invoiced • 155 days old
🚨
Primary Delay 14.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 23.4 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
14.5d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
12.5d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28/25 RCook- Received call from tech, he was sitting with POC Kate Boyce, the site is requesting to reschedule for 11/6/25. Arrival time between 8-9AM. States they are booked with surgeries and cannot complete today. Also requested that WO-01305738 be rescheduled for the afternoon of 11/4/25. See logged call on WO-01306901

🔧 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) SMC: Lovet Pet Health Care -Covetrus POC: Kate Boyce Problem Description: Vaporizer Exchange for 4 vaporizers Order Type: PM Due Date: 09/30 Please attach all four PDFs to case and the WO. https://www.ebiotrack.com/inspection.php?iid=30387

Timeline

📞
Case Linked Sep 30, 11:09 AM
Case Number: 00531546
Subject: Lovet Pet Health Care - Roadrunner Animal Hospital - 8004 - WO Request
Status: Closed
📋
▶
2 Work Order Created Sep 30, 2:33 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, 4:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 31m
🚨 15.0 business days
🔩
▶
2 2x Parts Added Oct 21, 3:41 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20d 23h
👷
▶
2 Status: Assigned Oct 21, 4:06 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
🗓️
▶
2 Status: Scheduled Oct 21, 4:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-28T17:30:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Rhea Berry Oct 28, 2:12 PM
Scheduled For: 2025-11-06T15:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Oct 31, 2:52 PM
Scheduled For: 2025-11-06T16:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 3x Labor Added Nov 6, 10:26 AM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Andrew Przybyla
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 19h
⏱️
2x Labor Added Nov 6, 11:40 AM
Type: Labor
Status: Open
Qty: 4, 1
✔️
▶
2 Status: Completed Nov 6, 3:29 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Andrew Przybyla
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 10, 12:45 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.0 business days
🧾
Invoice Created Nov 11, 4:31 PM
Invoice Number: SM-246112

Bottlenecks

Awaiting Parts
Duration: 14.5 business days (threshold: 3.0 business days)
Exceeded by 11.5 business days
Scheduled
Duration: 12.5 business days (threshold: 2.0 business days)
Exceeded by 10.5 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00531546
Closed
📦
Parts Order 00082706
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Nov 6, 11:00 AM
Created
Sep 30, 2:33 PM
Invoice #
SM-246112

Work Details (7)

Name Type Status Qty Amount Date
WL-02978649 Parts Open 4 $1,800.00 Oct 21, 3:41 PM
WL-02978650 Expenses Open 1 $0.00 Oct 21, 3:41 PM
WL-02998320 Labor Open 2 $197.50 Nov 6, 10:26 AM
WL-02998321 Travel Open 81 - Nov 6, 10:26 AM
WL-02998322 Travel Open 48 - Nov 6, 10:26 AM
WL-02998426 Labor Open 4 $0.00 Nov 6, 11:40 AM
WL-02998427 Labor Open 1 $0.00 Nov 6, 11:40 AM

Details