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← WO Overview

WO-01311188 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Clinic - Berk — 760 Hearst Ave, Berkeley CA, 94710

Oct 24, 2025 → Oct 30, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 29, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 30, 2025
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Oct 24, 2025 Completed: Oct 30, 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 24 → Oct 24 Created ▶ Running 0 0 / 3
Oct 24 → Oct 24 Ready for Scheduling ▶ Running 0 0 / 3
Oct 24 → Oct 27 Assigned ▶ Running 1 1 / 3
Oct 27 → Oct 30 Scheduled ▶ Running 3 4 / 3
Oct 30 → Oct 30 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 6.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.0 days
Over SLA
Created: Oct 24, 2025 Due: Oct 29, 2025 Completed: Oct 30, 2025 (on time)
📅
5.0 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
3.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538066
<no subject>
Closed
Troubleshoot Lower switch is not working Undercarriage is slow coming up Model: DentalAire - Diplomate Wall Mount Dental Station Model Type: Dental Unit Asset ID: 12945084 Site: Modern Animal Hospital - Modern Animal Clinic - Berk<https://www.ebiotrack.com/sites.php?sid=18250> Serial #: A14410
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ana Campos
Owner
Virtual Tech
Created
Oct 24, 2025
Work Orders from this Case (1)
WO-01311188 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Oct 24, 2025 • Closed: Oct 30, 2025
Completed with minor delays
Invoiced • 131 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 3.4 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
0.4d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Closed
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

No trip to site. Issue Resolved. $0.00

10-27 Mburris email from POC to set appt....Hey Michael,

We have some dentals on the 28th and was wondering if it were possible to schedule for either the 27th or 30th? Those days would be best for us and any timeframe between our business hours (8am - 6pm) would be best.

10-24 Mburris email sent to POC

🔧 Work Performed
Spoke with site manager Steph. She confirmed they are not experiencing any of the reported issues. Work order may be closed.
🔍 Technician Findings
Nobody on site knew about this reported issue.
⚠️ Problem Description
Troubleshoot Lower switch is not working Undercarriage is slow coming up Model: DentalAire - Diplomate Wall Mount Dental Station Model Type: Dental Unit Asset ID: 12945084 Site: Modern Animal Hospital - Modern Animal Clinic - Berk Serial #: A14410 https://www.ebiotrack.com/workorder.php?wo=69222

Timeline

📞
Case Linked Oct 24, 8:44 AM
Case Number: 00538066
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Oct 24, 9:43 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 24, 12:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 48m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 2:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-30T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Angel Rios Oct 30, 5:45 PM
From: Scheduled, Tech On Site, Completed
To: Tech On Site, Completed, Closed
Duration in Previous: 3d 3h, 0m
📄
▶
2 Status: Ready to Bill Oct 31, 4:42 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-245418

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00538066
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Angel Rios
Scheduled
Oct 30, 1:00 PM
Created
Oct 24, 9:43 AM
Invoice #
SM-245418

Details