Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318289 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

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

Dec 2, 2025 → Dec 4, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 5, 2025
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 4, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
Created: Dec 2, 2025 Completed: Dec 5, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 2 → Dec 2 Created ▶ Running 0 0 / 3
Dec 2 → Dec 3 Ready for Scheduling ▶ Running 1 1 / 3
Dec 3 → Dec 3 Assigned ▶ Running 0 1 / 3
Dec 3 → Dec 4 Scheduled ▶ Running 1 2 / 3
Dec 4 → Dec 5 Tech On Site ▶ Running 1 3 / 3
Dispatch 0.0d
Coordinators 2.7d
Field Work 0.9d
Billing 17.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.7 days
Over SLA
Field Work
0.9 days
Billing
17.6 days
Over SLA
Created: Dec 2, 2025 Due: Dec 5, 2025 Completed: Dec 5, 2025 (on time)
📅
3.0 days Total Age
⏱️
17.6d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
19.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00547728
L2 review - HCP
Closed
SN: A14608 & A14553 Message: Good morning! I have two Dentalaire, table mounted dental machines (serial numbers A14608 and A14553) that are both having different issues. One (ending n 553) is not seeming to hold pressure on the high speed hand piece and the other's (ending in 608) drill does not spin. When we previously had a call with EMSAR, you all said that you could come out to fix them if we were unable to fix them our self. Is that something that we can schedule?
Priority
Standard
Origin
Web
Reason
New Case
Contact
Carson Running
Owner
Virtual Tech
Created
Dec 1, 2025
Work Orders from this Case (2)
WO-01318282 Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Dec 2, 2025 • Closed: Dec 4, 2025
WO-01318289 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Dec 2, 2025 • Closed: Dec 4, 2025
Completed with significant delays
Invoiced • 92 days old
🚨
Primary Delay 17.6 days stuck in "Ready to Bill"
⏱️
Total Delay 19.2 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
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.1d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
17.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-3 Mburris called site and set appt with Carson Running for 12-4 between 12pm and 2pm 

🔧 Work Performed
After checking things more closely, I found that the scaler power cord wasn’t wired correctly on the terminal block. I looked up the wiring diagrams for this unit and rewired the power cord properly. Tested the unit and the scaler is now working. I also tested all other functions, and everything on the unit is operating correctly.
🔍 Technician Findings
Arrived on site and talked with Kat. She said the scaler isn’t vibrating anymore — it still shoots water but doesn’t vibrate. I tested it and confirmed the issue. The other issue they mentioned earlier about the high-speed handpiece not holding pressure wasn’t happening anymore.
⚠️ Problem Description
Troubleshoot high speed hand piece: not seeming to hold pressure on the high speed hand piece Model: DentalAire - Diplomate Wall Mount Dental Station Model Type: Dental Unit Asset ID: 12945176 Site: Modern Animal Hospital - Modern Animal Russian Hill Department: DentalDepreciation Start Date:Physical Location: DentalDepreciation Term: yrsSerial #: A14553 When we previously had a call with EMSAR, you all said that you could come out to fix them if we were unable to fix them our self. Is that something that we can schedule? https://www.ebiotrack.com/workorder.php?wo=70064

Timeline

📞
Case Linked Dec 1, 1:48 PM
Case Number: 00547728
Subject: L2 review - HCP
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 2, 2:20 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
4 Technician Assigned Dec 3, 5:56 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-04T20:00:00.000+0000
🔧
Status: Tech On Site by Angel Rios Dec 4, 2:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 32m
⏱️
3x Labor Added Dec 4, 9:25 PM
Type: Labor, Travel
Status: Open
Qty: 2.75, 1.75, 95
⏱️
2x Labor Added Dec 4, 9:31 PM
Type: Labor, Travel
Status: Open
Qty: 3.5, 95
✔️
Status: Completed by Angel Rios Dec 4, 9:59 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 26m
💵
▶
2 Expenses Added Dec 4, 10:04 PM
Expenses Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 3.2 business days
📄
Status: Ready to Bill by Diane Patton Dec 9, 1:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 15h
🚨 18.0 business days
📨
▶
2 Status: Invoice Pending Jan 5, 10:08 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Jan 5, 1:54 PM
Invoice Number: SM-250455

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 17.6 business days (threshold: 1.0 business days)
Exceeded by 16.6 business days

🔗 Related Artifacts

📞
Case 00547728
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Angel Rios
Scheduled
Dec 4, 3:00 PM
Created
Dec 2, 2:20 PM
Invoice #
SM-250455

Work Details (6)

Name Type Status Qty Amount Date
WL-03027332 Labor Open 2.75 $0.00 Dec 4, 9:25 PM
WL-03027333 Labor Open 1.75 $208.25 Dec 4, 9:25 PM
WL-03027334 Travel Open 95 $275.00 Dec 4, 9:25 PM
WL-03027341 Labor Open 3.5 $0.00 Dec 4, 9:31 PM
WL-03027342 Travel Open 95 $0.00 Dec 4, 9:31 PM
WL-03027373 Expenses Open 1 $0.00 Dec 4, 10:04 PM

Details