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WO-01328177 ↗ ServiceMax

AcutePet Urgent Care • Virtual Tech - Field Repair • P3

📍 AcutePet Urgent Care Bellevue — 331 Fairfield Ave., Bellevue KY, 41073

Dec 29, 2025 → Dec 30, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 2, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 31, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 29 → Dec 30, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Tech On Site
Dec 30 → Dec 31, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
Created: Dec 29, 2025 Completed: Dec 31, 2025
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 29 → Dec 29 Created ▶ Running 0 0 / 3
Dec 29 → Dec 29 Ready for Scheduling ▶ Running 0 0 / 3
Dec 29 → Dec 29 Assigned ▶ Running 0 0 / 3
Dec 29 → Dec 30 Scheduled ▶ Running 1 1 / 3
Dec 30 → Dec 31 Tech On Site ▶ Running 1 2 / 3
Dispatch 0.0d
Coordinators 2.2d
Field Work 1.4d
Billing 2.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.2 days
Field Work
1.4 days
Over SLA
Billing
2.3 days
Over SLA
Created: Dec 29, 2025 Due: Jan 2, 2026 Completed: Dec 31, 2025 (2 days early)
📅
2.4 days Total Age
⏱️
2.3d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
1.7d 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 #00554560
<no subject>
Closed
Troubleshoot issue with over pressure. Pump is saying high pressure. Tried to do simple diagnostics and can not figure out what is wrong. Model: Heska - Vet/IV 2.2 Model Type: Infusion Pump Asset ID: 13174899 Site: AcutePet Urgent Care - AcutePet Urgent Care Bellevue<https://www.ebiotrack.com/sites.php?sid=22417> Serial #: 285234
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Hauser
Owner
Virtual Tech
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328177 (current) Invoiced
Virtual Tech - Field Repair • Jordan Moceri
Created: Dec 29, 2025 • Closed: Dec 30, 2025
Completed with minor delays
Invoiced • 65 days old
🚨
Primary Delay 2.3 days stuck in "Ready to Bill"
⏱️
Total Delay 1.7 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
0.9d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.3d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/29/25 RBerry- Spoke with Samantha, scheduled for 12/30/25 with arrival time between 10AM-12PM.

🔧 Work Performed
customer set up iv set as they would for a case. I let it run with one alert for air in the line. Primed it and ran with no errors. Customer usually sets pressure at nor but advised for most applications it should be set on high. Account is also using a iv set that is not set up to be used with the pump. It is calibrated to be ran with hospira iv set and advised customer of this. High pressure alerts and other errors could be related to the tubing.
🔍 Technician Findings
Pump is giving high pressure alarm during use but was unable to duplicate
⚠️ Problem Description
Troubleshoot issue with over pressure. Pump is saying high pressure. Tried to do simple diagnostics and can not figure out what is wrong. Model: Heska - Vet/IV 2.2 Model Type: Infusion Pump Asset ID: 13174899 Site: AcutePet Urgent Care - AcutePet Urgent Care Bellevue Serial #: 285234 https://www.ebiotrack.com/workorder.php?wo=70576

Timeline

📞
Case Linked Dec 29, 8:54 AM
Case Number: 00554560
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Dec 29, 9:30 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 Dec 29, 4:35 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7h 4m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-30T15:00:00.000+0000
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 1m
🔧
Status: Tech On Site by Jordan Moceri Dec 30, 11:12 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18h 35m
⏱️
▶
2 5x Labor Added Dec 30, 10:17 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 5m, 0m
📄
Status: Ready to Bill by Diane Patton Dec 31, 4:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 11m
⏳ 2.9 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

Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Ready to Bill
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00554560
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Jordan Moceri
Scheduled
Dec 30, 10:00 AM
Created
Dec 29, 9:30 AM
Invoice #
SM-250455

Work Details (5)

Name Type Status Qty Amount Date
WL-03050511 Labor Open 2.45 $0.00 Dec 30, 10:17 PM
WL-03050512 Labor Open 1.3833333333333 $178.50 Dec 30, 10:17 PM
WL-03050513 Labor Open 2.4166666666667 $0.00 Dec 30, 10:17 PM
WL-03050514 Travel Open 131 $275.00 Dec 30, 10:17 PM
WL-03050515 Travel Open 131 $0.00 Dec 30, 10:17 PM

Details