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WO-01313465 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Clinic - NOPA — 401 Divisadero St, San Franscisco CA, 94117

Nov 6, 2025 → Nov 10, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 12, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 10, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Nov 6, 2025 Completed: Nov 10, 2025
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0 / 3
Nov 6 → Nov 6 Ready for Scheduling ▶ Running 0 0 / 3
Nov 6 → Nov 6 Assigned ▶ Running 0 0 / 3
Nov 6 → Nov 10 Scheduled ▶ Running 2 2 / 3
Nov 10 → Nov 10 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 2.9d
Field Work 0.7d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.9 days
Over SLA
Field Work
0.7 days
Billing
12.0 days
Over SLA
Created: Nov 6, 2025 Due: Nov 11, 2025 Completed: Nov 11, 2025 (on time)
📅
2.9 days Total Age
⏱️
12.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
12.7d 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 #00541569
<no subject>
Closed
Troubleshoot water spraying from scaler even when off. Model: DentalAire - Prestige Model Type: Dental Delivery Unit Asset ID: 13128435 Site: Modern Animal Hospital - Modern Animal Clinic - NOPA<https://www.ebiotrack.com/sites.php?sid=17966> Serial #: A13753
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jessica Carter
Owner
Virtual Tech
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313465 (current) Invoiced
Virtual Tech - Field Repair • Justin Armas
Created: Nov 6, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 118 days old
🚨
Primary Delay 12.0 days stuck in "Ready to Bill"
⏱️
Total Delay 12.7 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-6 Mburris called site and set appt Jessica 

🔧 Work Performed
Tested power and power box for scaler and found no issue, determined scaler hand piece is not working correctly, customer stated they would order there own hand piece
🔍 Technician Findings
Customer stated scaler is working but not working good enough
⚠️ Problem Description
Troubleshoot water spraying from scaler even when off. Model: DentalAire - Prestige Model Type: Dental Delivery Unit Asset ID: 13128435 Site: Modern Animal Hospital - Modern Animal Clinic - NOPA Serial #: A13753 https://www.ebiotrack.com/workorder.php?wo=69523

Timeline

📞
Case Linked Nov 6, 8:46 AM
Case Number: 00541569
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Nov 6, 11:32 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
👷
▶
4 Technician Assigned Nov 6, 1:04 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 31m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-10T18:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Justin Armas Nov 10, 1:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
✔️
Status: Completed by Justin Armas Nov 10, 2:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 50m
⏱️
▶
2 5x Labor Added Nov 10, 9:30 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Justin Armas
From: Completed
To: Closed
Duration in Previous: 7h 4m
⏳ 2.3 business days
💵
Status: Billing Review by Diane Patton Nov 13, 9:59 AM
From: Closed, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 2d 12h, 0m
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 2, 1:05 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 3h
💰
Status: Invoiced by Diane Patton Dec 2, 1:11 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
⚠️ 8.0 business days
🧾
Invoice Created Dec 11, 12:15 PM
Invoice Number: SM-247981

Bottlenecks

Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00541569
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Justin Armas
Scheduled
Nov 10, 1:00 PM
Created
Nov 6, 11:32 AM
Invoice #
SM-247981

Work Details (5)

Name Type Status Qty Amount Date
WL-03002759 Labor Open 2.5 $0.00 Nov 10, 9:30 PM
WL-03002760 Labor Open 1 $119.00 Nov 10, 9:30 PM
WL-03002761 Labor Open 2 $0.00 Nov 10, 9:30 PM
WL-03002762 Travel Open 102 $275.00 Nov 10, 9:30 PM
WL-03002763 Travel Open 120 $0.00 Nov 10, 9:30 PM

Details