Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309014 ↗ ServiceMax

COVETRUS • Repair • P3

📍 Belton Animal Clinic & Exotic Care Center — 1308 N Scott Ave, Belton MO, 64012

Oct 13, 2025 → Oct 16, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 16, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 16, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 4 of 3 biz days used
Created: Oct 13, 2025 Completed: Oct 17, 2025
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0 / 3
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 3
Oct 13 → Oct 14 Assigned ▶ Running 1 1 / 3
Oct 14 → Oct 16 Scheduled ▶ Running 2 3 / 3
Oct 16 → Oct 17 Tech On Site ▶ Running 1 4 / 3
Coordinators 4.0d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Coordinators
4.0 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Oct 13, 2025 Due: Oct 16, 2025 Completed: Oct 17, 2025 (on time)
📅
3.0 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
1.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534323
Re: Lighting - Bekki Thompson
Closed
Q-00030545 Covetrus Account #: 538070-003 Practice Name Belton Animal Clinic & Exotic Care Center Name Bekki Thompson Phone Number (816) 331-3120 Email bthompson@beltonanimal.com Address Street Address: 1308 N Scott Ave City: Belton State / Province: MO Postal / Zip Code: 64012 Covetrus Account Manager: Julie Vollertson This is for: Repair Manufacturer and Model: Medical Illumination 061425-v Serial Number: 0118156 Please describe the issue you are experiencing: The light head keeps falling off the yoke assembly. Technician to eval,review, to see and determine if any parts are needed and to source the cause.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bekki Thompson
Owner
Jessica Sells
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01309014 (current) Invoiced
Repair • Kevin Cox
Created: Oct 13, 2025 • Closed: Oct 16, 2025
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 1.5 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/15 KKelch called Bekki to reschedule for 10/16 between 12 and 2 pm. Customer confirmed. 

10/14 KKelch Bekki called me back to schedule for tomorrow between 12 and 2 pm. Customer confirmed. 

10/14 KKelch called Bekki to schedule for 10/15 between 12 and 1 pm. Left info.

10/13/25 CDempsey- WO just created. Will be scheduled.

🔧 Work Performed
arrived on site and found that the customer wants the light head removed so they can send it back the factory for replacement
🔍 Technician Findings
found The light head keeps falling off the yoke assembly.
⚠️ Problem Description
Q-00030545 Covetrus Account #: 538070-003 Practice Name Belton Animal Clinic & Exotic Care Center Name Bekki Thompson Phone Number (816) 331-3120 Email bthompson@beltonanimal.com Address Street Address: 1308 N Scott Ave City: Belton State / Province: MO Postal / Zip Code: 64012 Covetrus Account Manager: Julie Vollertson This is for: Repair Manufacturer and Model: Medical Illumination 061425-v Serial Number: 0118156 Please describe the issue you are experiencing: The light head keeps falling off the yoke assembly. Technician to eval,review, to see and determine if any parts are needed and to source the cause.
📄 Description
Medical Illumination MI 750 Dual Ceiling 100V - 240V

Timeline

📞
Case Linked Oct 9, 1:07 PM
Case Number: 00534323
Subject: Re: Lighting - Bekki Thompson
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Oct 13, 10:47 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 13, 12:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 43m
👷
Technician Assigned by Kaitlyn Kelch Oct 14, 9:43 AM
Technician: Kevin Cox
🗓️
▶
2 Status: Scheduled Oct 14, 10:18 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-15T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Oct 15, 10:54 AM
Scheduled For: 2025-10-16T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Kevin Cox Oct 16, 3:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 4h
⏱️
▶
3 5x Labor Added Oct 16, 8:10 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 4h 57m
🏁
Status: Closed by Kevin Cox
From: Completed
To: Closed
Duration in Previous: 4m
📄
▶
2 Status: Ready to Bill Oct 17, 2:02 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.1 business days
🧾
Invoice Created Oct 20, 12:37 AM
Invoice Number: SM-244066

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00534323
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Kevin Cox
Scheduled
Oct 16, 1:00 PM
Created
Oct 13, 10:47 AM
Invoice #
SM-244066

Work Details (5)

Name Type Status Qty Amount Date
WL-02973731 Labor Open 4.5 $535.50 Oct 16, 8:10 PM
WL-02973732 Labor Open 0.5 $59.50 Oct 16, 8:10 PM
WL-02973733 Labor Open 4 $476.00 Oct 16, 8:10 PM
WL-02973734 Travel Open 242 $152.46 Oct 16, 8:10 PM
WL-02973735 Travel Open 242 $0.00 Oct 16, 8:10 PM

Details