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WO-01350780 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Clinic - WLA — 1901 Westwood Blvd, Los Angeles CA, 90025

Feb 10, 2026 → Feb 16, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 13, 2026
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 13, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Feb 10, 2026 Tech Off Site: Feb 13, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 3
Feb 10 → Feb 11 Ready for Scheduling ▶ Running 1 1 / 3
Feb 11 → Feb 12 Assigned ▶ Running 1 2 / 3
Feb 12 → Feb 12 Entered ▶ Running 0 2 / 3
Feb 12 → Feb 12 Assigned ▶ Running 0 2 / 3
Feb 12 → Feb 13 Scheduled ▶ Running 1 3 / 3
Feb 13 → Feb 13 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 4.8d
Field Work 0.5d
Billing 10.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.8 days
Over SLA
Field Work
0.5 days
Billing
10.8 days
Over SLA
Created: Feb 10, 2026 Due: Feb 13, 2026 Completed: Feb 16, 2026 (2 days late)
📅
4.0 days Total Age
⏱️
10.8d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
12.9d 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 #00566921
<no subject>
Closed
Troubleshoot issue below: Notes: Dental unit won’t turn at all Model: DentalAire - Diplomate Wall Mount Dental Station Model Type: Dental Unit Asset ID: 13128539 Site: Modern Animal Hospital - Modern Animal Clinic - WLA<https://www.ebiotrack.com/sites.php?sid=21315> Serial #: A14810
Priority
Standard
Origin
Email
Reason
New Case
Contact
Aysha Bolling
Owner
Virtual Tech
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350780 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Feb 10, 2026 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 22 days old
🚨
Primary Delay 10.8 days stuck in "Ready to Bill"
⏱️
Total Delay 12.9 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
2.0d / 1.0d SLA
Assigned
1.6d / 0.5d SLA
Scheduled
1.1d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
10.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-12 Mburris called spoke with Tony and set 2-13 2pm

🔧 Work Performed
Verified compressor pressure and traced all supply lines from the source to the unit. Located the folded section of the supply cable. Carefully rerouted and straightened the line to restore unobstructed airflow. Validated the repair by cycling the foot switch; the unit responded immediately. Tested all handpiece connections to ensure consistent pressure and functionality.
🔍 Technician Findings
Upon arrival, the dental unit was non-operational and failed to respond to the foot control
⚠️ Problem Description
Troubleshoot issue below: Notes: Dental unit won’t turn at all Model: DentalAire - Diplomate Wall Mount Dental Station Model Type: Dental Unit Asset ID: 13128539 Site: Modern Animal Hospital - Modern Animal Clinic - WLA Serial #: A14810 https://www.ebiotrack.com/workorder.php?wo=71545

Timeline

📞
Case Linked Feb 10, 9:29 AM
Case Number: 00566921
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Feb 10, 10:01 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
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 11, 1:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
⏳ 2.0 business days
🆕
▶
4 Status: Entered Feb 12, 5:57 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: a0hVU0000029HN3YAM, Michael Russell
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-13T21:00:00.000+0000, 2026-02-13T19:30:00.000+0000, 2026-02-13T20:00:00.000+0000
🔧
Status: Tech On Site by Michael Russell Feb 13, 2:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 42m
🚗
Status: Tech Off Site by Michael Russell Feb 13, 6:50 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 7m
⏳ 0.6 business days
⏱️
▶
2 3x Labor Added Feb 16, 2:57 AM
3x Labor Added → Status: Completed
✔️
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, 12:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 9h
🚨 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 1h
💰
Status: Invoiced by Diane Patton Mar 4, 1:52 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🧾
Invoice Created Mar 4, 5:29 PM
Invoice Number: SM-255587

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 10.8 business days (threshold: 1.0 business days)
Exceeded by 9.8 business days

🔗 Related Artifacts

📞
Case 00566921
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Feb 13, 3:00 PM
Created
Feb 10, 10:01 AM
Invoice #
SM-255587

Work Details (3)

Name Type Status Qty Amount Date
WL-03106744 Labor Open 1.5 $0.00 Feb 16, 2:57 AM
WL-03106745 Labor Open 1 $119.00 Feb 16, 2:57 AM
WL-03106746 Travel Open 40 $110.00 Feb 16, 2:57 AM

Details