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WO-01312254 ↗ ServiceMax

COVETRUS • Repair • P3

📍 Scappoose Veterinary Hospital — 33555 E Columbia Ave Suite 117, Scappoose OR, 97056

Oct 31, 2025 → Feb 5, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 5, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 59 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 5, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸59d
⏸ Clock Paused
Status: Awaiting Parts
Oct 31 → Jan 30, 2026
59 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 5, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Oct 31, 2025 Completed: Feb 5, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0 / 3
Oct 31 → Oct 31 Ready for Scheduling ▶ Running 0 0 / 3
Oct 31 → Oct 31 Assigned ▶ Running 0 0 / 3
Oct 31 → Oct 31 L2 Screening ▶ Running 0 0 / 3
Oct 31 → Jan 30 Awaiting Parts ⏸ Paused 59 —
Jan 30 → Jan 30 Reschedule ▶ Running 0 0 / 3
Jan 30 → Feb 5 Scheduled ▶ Running 4 4 / 3
Feb 5 → Feb 5 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Material Management 60.0d
Coordinators 5.0d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
60.0 days
Over SLA
Coordinators
5.0 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Oct 31, 2025 Due: Feb 5, 2026 Completed: Feb 5, 2026 (on time)
📅
64.0 days Total Age
⏱️
60.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
59.9d over Total Delay
📦
2 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 #00537310
Scappoose Veterinary Hospital (needs quote)
Closed
Q-00030824 Covetrus Account #845700E35 The scaler tubing keeps kinking and not allowing water to flow through. The scaler head is overheating. The water button on the water air combo sticks and we have to pry it up to stop the water. The technician will need to evaluate the unit and determine if parts are needed for repairs. Possible parts needed 1 air/water syringe, M3420 1 scaler tubing, O6950
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tiffany Rice
Owner
Sherry Reich
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01312254 (current) Invoiced
Repair • Jason Morris
Created: Oct 31, 2025 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 124 days old
🚨
Primary Delay 60.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 59.9 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
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
60.0d / 3.0d SLA
Reschedule
0.5d / 2.0d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-30 Mburris called set with Tiffany 2-5 10am 

🔧 Work Performed
Replaced the wand and tested. Was able to duplicate scaler issue by putting minor pressure on the cable connectors. Replaced scaler cable. Tested and had customer test for functionality.
🔍 Technician Findings
Buttons for wand sticking, scaler water pressure will pinch off and on depending on location.
⚠️ Problem Description
Q-00030824 Covetrus Account #845700E35 The scaler tubing keeps kinking and not allowing water to flow through. The scaler head is overheating. The water button on the water air combo sticks and we have to pry it up to stop the water. The technician will need to evaluate the unit and determine if parts are needed for repairs. Possible parts needed 1 air/water syringe, M3420 1 scaler tubing, O6950
📄 Description
iM3 Elite Dental Delivery System

Timeline

📞
Case Linked Oct 21, 7:42 PM
Case Number: 00537310
Subject: Scappoose Veterinary Hospital (needs quote)
Status: Closed
⚠️ 8.5 business days
📋
Work Order Created Oct 31, 8:55 AM
Work Order: WO-01312254
Type: Repair
Priority: P3
📅
Status: Ready for Scheduling by Sherry Reich Oct 31, 9:00 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Oct 31, 9:09 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8m
🔍
▶
3 Status: L2 Screening Oct 31, 9:15 AM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084530
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
🚨 44.0 business days
📦
Parts Requested Jan 7, 12:12 PM
Order: 00087782
Status: Closed
🚨 11.0 business days
🔩
2x Parts Added Jan 22, 1:18 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
🔩
▶
2 2x Parts Added Jan 30, 11:26 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 91d 3h
📅
▶
2 Dispatch Scheduled Jan 30, 3:37 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Reschedule
To: Scheduled
Duration in Previous: 4h 10m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jason Morris Feb 5, 1:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 3x Labor Added Feb 5, 3:10 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jason Morris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 52m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Feb 6, 6:08 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.7 business days
🧾
Invoice Created Feb 9, 11:20 AM
Invoice Number: SM-253394

Bottlenecks

Awaiting Parts
Duration: 60.0 business days (threshold: 3.0 business days)
Exceeded by 57.0 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00537310
Closed
📦
Parts Order 00084530
Closed
📦
Parts Order 00087782
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Jason Morris
Scheduled
Feb 5, 1:00 PM
Created
Oct 31, 8:55 AM
Invoice #
SM-253394

Work Details (7)

Name Type Status Qty Amount Date
WL-03075057 Parts Open 1 $326.70 Jan 22, 1:18 PM
WL-03075058 Expenses Open 1 $0.00 Jan 22, 1:18 PM
WL-03084882 Parts Open 1 $89.53 Jan 30, 11:26 AM
WL-03084883 Expenses Open 1 $0.00 Jan 30, 11:26 AM
WL-03093574 Labor Open 1.75 $0.00 Feb 5, 3:10 PM
WL-03093575 Labor Open 2 $238.00 Feb 5, 3:10 PM
WL-03093576 Travel Open 56 $340.00 Feb 5, 3:10 PM

Details