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WO-01309941 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Russian Hill — 1650 Pacific Ave, San Francisco CA, 94109-2518

Oct 16, 2025 → Oct 22, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 21, 2025
✓ SLA Met (2 biz days early)
Active: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
Created: Oct 16, 2025 Completed: Oct 17, 2025
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 16 → Oct 16 Created ▶ Running 0 0 / 3
Oct 16 → Oct 16 Ready for Scheduling ▶ Running 0 0 / 3
Oct 16 → Oct 16 Assigned ▶ Running 0 0 / 3
Oct 16 → Oct 17 Scheduled ▶ Running 1 1 / 3
Oct 17 → Oct 17 Tech On Site ▶ Running 0 1 / 3
Dispatch 0.0d
Coordinators 2.0d
Field Work 3.2d
Billing 8.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.0 days
Field Work
3.2 days
Over SLA
Billing
8.3 days
Over SLA
Created: Oct 16, 2025 Due: Oct 21, 2025 Completed: Oct 22, 2025 (on time)
📅
4.5 days Total Age
⏱️
8.3d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
10.4d over Total Delay
📦
0 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 #00536127
Anesthesia machine
Closed
Hello! We had our entire clinic maintained on 10/9 and 10/10, and since then, one of our anesthesia machines has a huge leak. I have swapped out the circuit, the bags, the other lines, tightened the O2 line, changed out the carbolime, and it still will not hold at all. We would like to have someone sent back out to re-assess, since the machine was perfectly fine until after it was serviced. We have full procedure days, and this machine being out severely slows down the flow of our day. You can reach me at (415) 573-7411, and I will be the interim Clinic Manager until October 22.
Priority
Standard
Origin
Email
Reason
New Case
Contact
clo lor
Owner
Virtual Tech
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01309941 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Oct 16, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 139 days old
🚨
Primary Delay 8.3 days stuck in "Ready to Bill"
⏱️
Total Delay 10.4 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
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
1.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
3.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
8.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-16 Mburris called site spoke with clo lor and set appt for 10am 10-17

🔧 Work Performed
Performed a soapy water test and confirmed that the APL valve was bubbling on the exhaust side when the unit failed to hold pressure. Contacted Vetland Medical Technical Support, who advised that debris can sometimes enter the exhaust side of the APL valve and prevent it from fully closing. Cleaned the exhaust opening using a cotton swab. Repeated the pressure leak test with the APL valve fully closed and verified that the system now holds pressure. Conducted multiple additional leak tests, all of which passed without failure. Vetland Technical Support advised that if the issue reoccurs, the APL valve should be replaced. The customer stated they will contact Vetland Medical for the replacement part if needed and will install the new APL valve themselves.
🔍 Technician Findings
Vetland Landmark Anesthesia machine SN: 86348 Asset ID: 12945177 Performed a pressure leak test on the unit and observed intermittent results. At times, the system held pressure as expected, but on other attempts it failed to maintain pressure even with the APL valve fully closed. Cycling the APL valve (opening and closing it again) would occasionally allow the system to hold pressure, indicating a possible intermittent leak or internal issue within the APL valve assembly.
⚠️ Problem Description
Hello! We had our entire clinic maintained on 10/9 and 10/10, and since then, one of our anesthesia machines has a huge leak. I have swapped out the circuit, the bags, the other lines, tightened the O2 line, changed out the carbolime, and it still will not hold at all. We would like to have someone sent back out to re-assess, since the machine was perfectly fine until after it was serviced. We have full procedure days, and this machine being out severely slows down the flow of our day. You can reach me at (415) 573-7411, and I will be the interim Clinic Manager until October 22. https://www.ebiotrack.com/workorder.php?wo=69016

Timeline

📞
Case Linked Oct 16, 12:00 PM
Case Number: 00536127
Subject: Anesthesia machine
Status: Closed
📋
2 Work Order Created Oct 16, 12:06 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
3 Technician Assigned Oct 16, 12:39 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 31m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-17T17:00:00.000+0000
2.0 business days
🔧
Status: Tech On Site by Angel Rios Oct 17, 2:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
3x Labor Added Oct 17, 3:25 PM
Type: Labor, Travel
Status: Open
Qty: 3, 95
💵
Expenses Added Oct 17, 3:32 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2 Labor Added Oct 17, 3:52 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 57m
⏱️
Labor Added Oct 18, 12:15 AM
Type: Labor
Status: Open
Qty: 3.25
2.1 business days
🏁
Status: Closed by Angel Rios Oct 22, 12:29 AM
From: Completed
To: Closed
Duration in Previous: 4d 8h
2.0 business days
📄
Status: Ready to Bill by Diane Patton Oct 23, 5:20 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 16h
⚠️ 8.8 business days
📨
Status: Invoice Pending by Diane Patton Nov 4, 11:20 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 18h
💰
Status: Invoiced by Diane Patton Nov 4, 11:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
3.0 business days
🧾
Invoice Created Nov 6, 12:32 PM
Invoice Number: SM-245555

Bottlenecks

Completed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 8.3 business days (threshold: 1.0 business days)
Exceeded by 7.3 business days

🔗 Related Artifacts

📞
Case 00536127
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Angel Rios
Scheduled
Oct 17, 1:00 PM
Created
Oct 16, 12:06 PM
Invoice #
SM-245555

Work Details (6)

Name Type Status Qty Amount Date
WL-02974955 Labor Open 3 $0.00 Oct 17, 3:25 PM
WL-02974956 Travel Open 95 $275.00 Oct 17, 3:25 PM
WL-02974957 Travel Open 95 $0.00 Oct 17, 3:25 PM
WL-02974962 Expenses Open 1 $0.00 Oct 17, 3:32 PM
WL-02975030 Labor Open 2 $238.00 Oct 17, 3:52 PM
WL-02975877 Labor Open 3.25 $0.00 Oct 18, 12:15 AM

Details