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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327701 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Santa Monica — 2828 Santa Monica Blvd, Santa Monica CA, 90404

Dec 23, 2025 → Feb 16, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 29, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 31 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 13, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Incomplete
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Completed
Dec 23 → Dec 24, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
⏸31d
⏸ Clock Paused
Status: Awaiting Parts
Dec 24 → Feb 10, 2026
31 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
Created: Dec 23, 2025 Tech Off Site: Feb 13, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 23 Created ▶ Running 0 0 / 3
Dec 23 → Dec 23 Ready for Scheduling ▶ Running 0 0 / 3
Dec 23 → Dec 23 Assigned ▶ Running 0 0 / 3
Dec 23 → Dec 23 Scheduled ▶ Running 0 0 / 3
Dec 23 → Dec 23 Tech On Site ▶ Running 0 0 / 3
Dec 23 → Dec 23 Tech Off Site ▶ Running 0 0 / 3
Dec 23 → Dec 23 Incomplete ▶ Running 0 0 / 3
Dec 23 → Dec 24 Completed ▶ Running 1 1 / 3
Dec 24 → Feb 10 Awaiting Parts ⏸ Paused 31 —
Feb 10 → Feb 10 Reschedule ▶ Running 0 1 / 3
Feb 10 → Feb 13 Scheduled ▶ Running 3 4 / 3
Dispatch 0.0d
Material Management 31.0d
Coordinators 5.2d
Field Work 0.1d
Incomplete 1.7d (excluded)
Billing 10.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
31.0 days
Over SLA
Coordinators
5.2 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
1.7 days
Billing
10.9 days
Over SLA
Created: Dec 23, 2025 Due: Feb 13, 2026 Completed: Feb 16, 2026 (2 days late)
📅
36.0 days Total Age
⏱️
31.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
40.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michael Russell — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 23, 2025
Visit 2 Feb 13, 2026
Visit 3 Feb 14, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553420
<no subject>
Closed
Troubleshoot table. It’s no longer going up/down Site: Modern Animal Santa MonicaCity: Santa MonicaCity: CA Model: Linak - DK-6430
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mary Rosales
Owner
Virtual Tech
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327701 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Dec 23, 2025 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 71 days old
🚨
Primary Delay 31.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 40.6 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.1d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Incomplete
1.7d
Awaiting Parts
31.0d / 3.0d SLA
Reschedule
1.0d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
10.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-10 Mburris email from POC to set 2-13 3pm Mary

2-10 Mburris email sent to POC looking for 2-13

2/9/2026 Sramen - when dispatch received tracking info, the status was not updated. today when MM added note on parts order with tracking and that parts delivered in Jan, the part order status was still not updated. I have moved that status to delivered based off the parts order:

I also updated due date and removed delay code. WO status updated to reschedule status.

02/09/2026 JRolston - Additional parts show delivered on 1/20, UPS wb 1ZE444250371368915.


01/16/2026 EMartin

Estimated deliveryWednesday, January 21, between 10:30 A.M. - 2:30 P.M. 


Order No: 748373


Customer PO No: PO015806


Customer: EMSAR Inc




  


Ship To Name: Modern Animal Santa Monica


Ship To Address: 2828 Santa Monica Blvd    


Ship To City/State: Santa Monica, CA 90404-2494


Waybill (Tracking #): 1ZE444250370723907


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 15-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


LINE NO: 2.1 QTY: 1 ITEM: 741-0012-00 SERIAL #: DESCRIPTION: BATTERY PACK -(PREMIER OR BACKSAVER)


LINE NO: 3.1 QTY: 1 ITEM: 741-0010-00 SERIAL #: DESCRIPTION: CONTROL WITH CHARGER - (PREMIER OR BACKSAVER)

12-23 Mburris email from POC Mary to set appt 12-23 10am.......Yes today works!


Thank you so much 

12-23 Mburris email sent to POC

🔧 Work Performed
I performed a diagnostic check on the table’s power system using a voltmeter. Testing revealed that the battery pack is failing to provide the required 24V output, despite being left connected to a power source for an extended period. The battery is currently holding no charge. 02/13/2026 replaced battery pack and charge. Cycled the exam table through its full range of motion (vertical lift/descend) to ensure consistent power delivery and smooth operation.
🔍 Technician Findings
I confirmed that the table only operates for a few seconds before losing power or stalling.
⚠️ Problem Description
Troubleshoot table. It’s no longer going up/down Site: Modern Animal Santa MonicaCity: Santa MonicaCity: CA Model: Linak - DK-6430 https://www.ebiotrack.com/workorder.php?wo=70524

Timeline

📞
Case Linked Dec 22, 9:10 AM
Case Number: 00553420
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Dec 23, 8:06 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 Status: Assigned Dec 23, 8:59 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Michael Russell
📅
▶
2 Dispatch Scheduled Dec 23, 9:12 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 12m
🔧
Status: Tech On Site by Michael Russell Dec 23, 12:43 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3h 30m
⏱️
▶
3 3x Labor Added Dec 23, 1:32 PM
3x Labor Added → Status: Tech Off Site → Status: Incomplete
🚗
Status: Tech Off Site by Michael Russell
From: Tech On Site
To: Tech Off Site
Duration in Previous: 49m
⚠️
Status: Incomplete by Michael Russell
From: Completed, Tech Off Site
To: Incomplete, Completed
Duration in Previous: 2m, 0m
📦
▶
2 Parts Requested Dec 24, 8:33 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 18h 58m
🚨 31.0 business days
🔩
▶
2 3x Parts Added Feb 9, 7:00 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Stephanie Ramen
From: Awaiting Parts
To: Reschedule
Duration in Previous: 47d 10h
🗓️
▶
2 Status: Scheduled Feb 10, 1:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-13T23:00:00.000+0000
⏳ 4.0 business days
🚗
Status: Tech Off Site by Michael Russell Feb 13, 6:50 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 3d 5h
⏳ 0.6 business days
⏱️
▶
3 3x Labor Added Feb 16, 3:19 AM
3x Labor Added → 8x Labor Added → Status: Completed
⏱️
8x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 5, 50, 40, 295, 1
✔️
Status: Completed by Michael Russell
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2d 8h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 18, 11:37 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 8h
🚨 11.0 business days
📨
Status: Invoice Pending by Diane Patton Mar 4, 1:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 2h
💰
Status: Invoiced by Diane Patton Mar 4, 1:52 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
🧾
Invoice Created Mar 4, 5:29 PM
Invoice Number: SM-255587

Bottlenecks

Awaiting Parts
Duration: 31.0 business days (threshold: 3.0 business days)
Exceeded by 28.0 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 10.9 business days (threshold: 1.0 business days)
Exceeded by 9.9 business days

🔗 Related Artifacts

📞
Case 00553420
Closed
📦
Parts Order 00087260
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Feb 13, 6:00 PM
Created
Dec 23, 8:06 AM
Invoice #
SM-255587

Work Details (17)

Name Type Status Qty Amount Date
WL-03046300 Labor Open 0.5 $0.00 Dec 23, 1:32 PM
WL-03046301 Labor Open 1.5 $178.50 Dec 23, 1:32 PM
WL-03046302 Travel Open 15 $110.00 Dec 23, 1:32 PM
WL-03098333 Parts Open 1 $0.00 Feb 9, 7:00 PM
WL-03098334 Parts Open 1 $0.00 Feb 9, 7:00 PM
WL-03098335 Expenses Open 1 $44.64 Feb 9, 7:00 PM
WL-03106769 Labor Open 0.5 $0.00 Feb 16, 3:19 AM
WL-03106770 Labor Open 0.5 $59.50 Feb 16, 3:19 AM
WL-03106771 Labor Open 1.5 $0.00 Feb 16, 3:19 AM
WL-03106772 Labor Open 5 $0.00 Feb 16, 3:22 AM
WL-03106773 Travel Open 50 $110.00 Feb 16, 3:22 AM
WL-03106774 Travel Open 40 $0.00 Feb 16, 3:22 AM
WL-03106775 Travel Open 295 $0.00 Feb 16, 3:22 AM
WL-03106776 Expenses Open 1 $0.00 Feb 16, 3:22 AM
WL-03106777 Expenses Open 1 $0.00 Feb 16, 3:22 AM
WL-03106778 Expenses Open 1 $0.00 Feb 16, 3:22 AM
WL-03106779 Expenses Open 1 $0.00 Feb 16, 3:22 AM

Details