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WO-01337706 ↗ ServiceMax

OLYMPIC VETERINARY • Repair • P3

📍 The Grand Lake Veterinary Hospital — 3331 GRAND AVE, OAKLAND CA, 94610

Jan 14, 2026 → Jan 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 20, 2026
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 20, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Assigned
Jan 14 → Jan 16, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
0d
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 19, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
Created: Jan 14, 2026 Completed: Jan 20, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0 / 3
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 0 / 3
Jan 14 → Jan 16 Assigned ▶ Running 2 2 / 3
Jan 16 → Jan 16 Entered ▶ Running 0 2 / 3
Jan 16 → Jan 16 Assigned ▶ Running 0 2 / 3
Jan 16 → Jan 19 Scheduled ▶ Running 0 2 / 3
Jan 19 → Jan 20 Tech On Site ▶ Running 1 3 / 3
Dispatch 0.0d
Coordinators 4.1d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.1 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Jan 14, 2026 Due: Jan 19, 2026 Completed: Jan 20, 2026 (on time)
📅
3.1 days Total Age
⏱️
3.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
3.5d 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 #00555669
L2 review * contract has been updated, per Dylan no quote needed, only a WO
Closed
Olympic Advanced Dental Table. The Serial Number is: DT-17230. One of the gas struts holding up one panel on the dental table is malfunctioning. We've sent a new one for you to replace it with.
Priority
High
Origin
Client Form
Reason
New Case
Contact
Jessica Stenger
Owner
Jessica Sells
Created
Jan 2, 2026
Work Orders from this Case (1)
WO-01337706 (current) Invoiced
Repair • Justin Armas
Created: Jan 14, 2026 • Closed: Jan 19, 2026
Completed with minor delays
Invoiced • 49 days old
🚨
Primary Delay 3.0 days stuck in "Assigned"
⏱️
Total Delay 3.5 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
3.0d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-16 Mburris email from POC Jess to set appt 1-19 8am

1-14 Mburris email sent to POC looking 1-16

🔧 Work Performed
Installed gas spring
🔍 Technician Findings
Needs Gas spring installed
⚠️ Problem Description
Olympic Advanced Dental Table. The Serial Number is: DT-17230. One of the gas struts holding up one panel on the dental table is malfunctioning. We've sent a new one for you to replace it with.

Timeline

📞
Case Linked Jan 2, 3:22 PM
Case Number: 00555669
Subject: L2 review * contract has been updated, per Dylan no quote needed, only a WO
Status: Closed
⚠️ 9.0 business days
📋
▶
2 Work Order Created Jan 14, 9:08 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 14, 10:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 57m
⏳ 3.0 business days
🆕
▶
4 Status: Entered Jan 16, 9:50 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Justin Armas
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-19T15:00:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Justin Armas Jan 19, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 1h
⏱️
▶
2 5x Labor Added Jan 19, 7:29 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 19m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 21, 1:17 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Jan 24, 8:52 PM
Invoice Number: SM-251819

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00555669
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Justin Armas
Scheduled
Jan 19, 10:00 AM
Created
Jan 14, 9:08 AM
Invoice #
SM-251819

Work Details (5)

Name Type Status Qty Amount Date
WL-03071052 Labor Open 2 $180.00 Jan 19, 7:29 PM
WL-03071053 Labor Open 1 $125.00 Jan 19, 7:29 PM
WL-03071054 Labor Open 2 $180.00 Jan 19, 7:29 PM
WL-03071055 Travel Open 95 $104.50 Jan 19, 7:29 PM
WL-03071056 Travel Open 95 $0.00 Jan 19, 7:29 PM

Details