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WO-01315112 ↗ ServiceMax

Chewy • Virtual Tech - Field Repair • PC

📍 Chewy - CVC Meyerland IAHD — 8845 W. Loop South, Suite A, Houston TX, 77096

Nov 13, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 26, 2026
✓ SLA Met (5 biz days early)
Active: 35 biz days
Paused: 7 biz days
🕐 Clock stopped: Invoiced (Jan 16, 2026)
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
35d
▶ Clock Running
Status: Scheduled
Nov 13 → Jan 7, 2026
35 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 35 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Jan 7 → Jan 16, 2026
7 business days (not counted)
▶ Clock Running
Status: Closed
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 35 of ? biz days used
Created: Nov 13, 2025 Invoiced: Jan 16, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 0
Nov 13 → Nov 13 Assigned ▶ Running 0 0
Nov 13 → Jan 7 Scheduled ▶ Running 35 35
Jan 7 → Jan 7 Tech On Site ▶ Running 0 35
Jan 7 → Jan 16 Awaiting Parts ⏸ Paused 7 —
Jan 16 → Jan 16 Closed ▶ Running 0 35
Jan 16 → Jan 16 Reschedule ▶ Running 0 35
Jan 16 → Jan 16 Scheduled ▶ Running 0 35
Dispatch 0.0d
Material Management 7.5d
Coordinators 36.8d
Field Work 0.6d
Billing 11.7d
✓ SLA Met
Dispatch
0.0 days
Material Management
7.5 days
Over SLA
Coordinators
36.8 days
Over SLA
Field Work
0.6 days
Billing
11.7 days
Over SLA
Created: Nov 13, 2025 Due: Jan 26, 2026 Completed: Jan 16, 2026 (10 days early)
📅
43.0 days Total Age
⏱️
35.9d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
49.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 7, 2026
Visit 2 Jan 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542520
HCP L2 Review
Closed
Midmark Carthage Hydraulic Column, V-Top Our surgery table came in damaged during setup. Our Pre Con team is working to order the replacement part. Could your tech remove damaged part and replace? (See photo of table/damage) Description: Surgery Table, Hydraulic Column, V-Top, 60" Heated Top Product: https://equipment.mwiah.com/product.aspx?id=bee10b3b-fee2-4339-ac1d-4988a8ec43d0&c=1718e065-2888-447a-80d0-0871e2b8a030
Priority
Standard
Origin
Email
Reason
New Case
Contact
Hassan Ali
Owner
Virtual Tech
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01315112 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Nov 13, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 35.9 days stuck in "Scheduled"
⏱️
Total Delay 49.3 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
Scheduled
36.8d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Awaiting Parts
7.5d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
11.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16 KKelch scheduled per lgoged email from Daniel

1/16 KHardison:

1ZE444250172304511

Scheduled Delivery

Today, January 16 by 10:30 A.M.

LINE NO: 1.1 QTY: 1 ITEM: 614-0030-00 SERIAL #: DESCRIPTION: CYLINDER MOUNTING BRACKET
🔧 Work Performed
- replaced gas cylinder mounting bracket - confirmed proper functionality - equipment restored and returned to service
🔍 Technician Findings
Equipment damaged during shipping
⚠️ Problem Description
Midmark Carthage Hydraulic Column, V-Top Our surgery table came in damaged during setup. Our Pre Con team is working to order the replacement part. Could your tech remove damaged part and replace? (See photo of table/damage) Description: Surgery Table, Hydraulic Column, V-Top, 60" Heated Top Product: https://equipment.mwiah.com/product.aspx?id=bee10b3b-fee2-4339-ac1d-4988a8ec43d0&c=1718e065-2888-447a-80d0-0871e2b8a030 https://www.ebiotrack.com/workorder.php?wo=69675

Timeline

📞
Case Linked Nov 10, 12:57 PM
Case Number: 00542520
Subject: HCP L2 Review
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Nov 13, 11:12 AM
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 Nov 13, 11:27 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 15m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-05T15:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 2, 12:42 PM
Scheduled For: 2026-01-07T15:00:00.000+0000
🚨 25.0 business days
🔧
Status: Tech On Site by Arturo Diaz Jan 7, 10:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 54d 22h
⏱️
Labor Added Jan 7, 2:49 PM
Type: Labor
Status: Open
Qty: 3.5
📦
▶
2 Parts Requested Jan 7, 2:55 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 30m
⚠️ 8.0 business days
🔩
▶
2 2x Parts Added Jan 16, 11:18 AM
2x Parts Added → Status: Closed
🏁
Status: Closed by Wendy Argueta
From: Awaiting Parts, Closed
To: Closed, Reschedule
Duration in Previous: 8d 20h, 0m
📅
▶
2 Dispatch Scheduled Jan 16, 11:34 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 15m
⏱️
▶
2 5x Labor Added Jan 16, 6:12 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Arturo Diaz
From: Scheduled
To: Closed
Duration in Previous: 6h 38m
⏳ 1.7 business days
📄
Status: Ready to Bill by Diane Patton Jan 20, 1:11 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
🚨 12.0 business days
📨
▶
2 Status: Invoice Pending Feb 4, 4:10 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Feb 6, 6:47 PM
Invoice Number: SM-252986

Bottlenecks

Scheduled
Duration: 35.9 business days (threshold: 2.0 business days)
Exceeded by 33.9 business days
Awaiting Parts
Duration: 7.5 business days (threshold: 3.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 11.7 business days (threshold: 1.0 business days)
Exceeded by 10.7 business days

🔗 Related Artifacts

📞
Case 00542520
Closed
📦
Parts Order 00087795
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Arturo Diaz
Scheduled
Jan 16, 3:31 PM
Created
Nov 13, 11:12 AM
Invoice #
SM-252986

Work Details (8)

Name Type Status Qty Amount Date
WL-03056398 Labor Open 3.5 $416.50 Jan 7, 2:49 PM
WL-03067857 Parts Open 1 $49.41 Jan 16, 11:18 AM
WL-03067858 Expenses Open 1 $140.37 Jan 16, 11:18 AM
WL-03068680 Labor Open 0.5 $0.00 Jan 16, 6:12 PM
WL-03068681 Labor Open 0.5 $59.50 Jan 16, 6:12 PM
WL-03068682 Labor Open 1 $0.00 Jan 16, 6:12 PM
WL-03068683 Travel Open 10 $110.00 Jan 16, 6:12 PM
WL-03068684 Travel Open 30 $0.00 Jan 16, 6:12 PM

Details