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WO-01327886 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

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

Dec 23, 2025 → Jan 8, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 29, 2025
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 8, 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
2d
▶ Clock Running
Status: Assigned
Dec 23 → Dec 26, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 26 → Dec 31, 2025
3 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Entered
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 31 → Jan 8, 2026
5 business days (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 10 of 3 biz days used
Created: Dec 23, 2025 Completed: Jan 8, 2026
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (8 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 26 Assigned ▶ Running 2 2 / 3
Dec 26 → Dec 31 Scheduled ▶ Running 3 5 / 3
Dec 31 → Dec 31 Entered ▶ Running 0 5 / 3
Dec 31 → Dec 31 Assigned ▶ Running 0 5 / 3
Dec 31 → Jan 8 Scheduled ▶ Running 5 10 / 3
Jan 8 → Jan 8 Tech On Site ▶ Running 0 10 / 3
Dispatch 0.0d
Coordinators 12.0d
Field Work 1.1d
Billing 16.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.0 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
16.8 days
Over SLA
Created: Dec 23, 2025 Due: Dec 29, 2025 Completed: Jan 9, 2026 (10 days late)
📅
10.8 days Total Age
⏱️
16.8d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
24.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553972
<no subject>
Closed
, We just received a new APL valve from VetLand under warranty. They advised we have someone come in to replace the parts. Please let me know when someone can come out. Email is best for communication. Model: Vetland - Landmark
Priority
Standard
Origin
Email
Reason
New Case
Contact
clo lor
Owner
Virtual Tech
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327886 (current) Invoiced
Virtual Tech - Field Repair • Justin Armas
Created: Dec 23, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 71 days old
🚨
Primary Delay 16.8 days stuck in "Ready to Bill"
⏱️
Total Delay 24.3 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
Assigned
2.4d / 0.5d SLA
Scheduled
9.6d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-23 Mburris email fromn POC Clo Lor to set appt ...........Michael, 


Thanks for getting back to me on this! 

We have two dental procedures on 1/6/2026, but if the technician is willing to wear x-ray ppe, and has a dosimeter badge, we can lock in that date and time. If for any reason that will not work, we can make Thursday 1/8/2026 work. We have a procedures flow that day, but as of right now there are none booked. Please let me know which date will work best. 


We received the part number 510-571 today (quantity 1), so it is all set and ready to be installed, and will be easily available once the technician is on-site. 

I will be on-site either of the dates listed above, but my other leads, and Clinic Manager will also be readily available as points of contact, as well. 


(415)573-7411 is my cell, and I can be the point person for phone contact. 


Thank you!


Clo, Senior RVT

Modern Animal, Russian Hill

1650 Pacific Ave. 

San Francisco, CA 94109

12-23 Mburris email sent to POC

🔧 Work Performed
Installed new APL valve
🔍 Technician Findings
Needs APL valve installed
⚠️ Problem Description
, We just received a new APL valve from VetLand under warranty. They advised we have someone come in to replace the parts. Please let me know when someone can come out. Email is best for communication. Model: Vetland - Landmark https://www.ebiotrack.com/workorder.php?wo=70545

Timeline

📞
Case Linked Dec 23, 3:34 PM
Case Number: 00553972
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Dec 23, 3:45 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 23, 3:57 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Angel Rios
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 26, 10:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-08T17:00:00.000+0000
⏳ 4.0 business days
👷
▶
4 Technician Assigned Dec 31, 2:18 PM
Technician Assigned → Status: Entered → Technician Assigned → Dispatch Scheduled
🆕
Status: Entered by Michael Burris
From: Scheduled, Entered, Assigned
To: Entered, Assigned, Scheduled
Duration in Previous: 5d 4h, 0m
👷
Technician Assigned by Michael Burris
Technician: a0h5A00000GzK9rQAF, Justin Armas
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-08T17:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Michael Burris Jan 8, 10:22 AM
Scheduled For: 2026-01-08T16:00:00.000+0000
🔧
Status: Tech On Site by Justin Armas Jan 8, 1:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 23h
⏱️
▶
2 2x Labor Added Jan 8, 2:01 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Tech On Site
To: Completed
Duration in Previous: 38m
🚗
▶
2 Travel Added Jan 8, 10:17 PM
Travel Added → Status: Closed
🏁
Status: Closed by Justin Armas
From: Completed
To: Closed
Duration in Previous: 8h 17m
⏳ 2.2 business days
📄
Status: Ready to Bill by Diane Patton Jan 12, 12:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 14h
🚨 17.0 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

Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Completed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.8 business days (threshold: 1.0 business days)
Exceeded by 15.8 business days

🔗 Related Artifacts

📞
Case 00553972
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Justin Armas
Scheduled
Jan 8, 11:00 AM
Created
Dec 23, 3:45 PM
Invoice #
SM-252986

Work Details (3)

Name Type Status Qty Amount Date
WL-03057678 Labor Open 2 $0.00 Jan 8, 2:01 PM
WL-03057679 Labor Open 1 $119.00 Jan 8, 2:01 PM
WL-03058708 Travel Open 115 $275.00 Jan 8, 10:17 PM

Details