Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352419 ↗ ServiceMax

MIDMARK • Repair • P4

📍 McGrath Veterinary Center — 4560 Sherman Oaks Ave, Sherman Oaks CA, 91403

Feb 17, 2026 → Feb 22, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 23, 2026
✓ SLA Met (2 biz days early)
Active: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Feb 17, 2026 Tech Off Site: Feb 19, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0 / 4
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 4
Feb 17 → Feb 17 Assigned ▶ Running 0 0 / 4
Feb 17 → Feb 19 Scheduled ▶ Running 2 2 / 4
Feb 19 → Feb 19 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.0d
Coordinators 2.5d
Field Work 2.9d
Billing 1.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.5 days
Over SLA
Field Work
2.9 days
Billing
1.3 days
Over SLA
Created: Feb 17, 2026 Due: Feb 23, 2026 Completed: Feb 22, 2026 (1 days early)
📅
3.5 days Total Age
⏱️
2.3d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
1.6d 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 #00569370
Repair
Closed
Zone 1 WD Hand Piece Issues Secondary Contact: Paolo Ayala or any Manager - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
Chris Aguilar
Owner
Jessica Sells
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352419 (current) Invoiced
Repair • Kwame Cobb
Created: Feb 17, 2026 • Closed: Feb 22, 2026
Completed with minor delays
Invoiced • 15 days old
🚨
Primary Delay 2.3 days stuck in "Scheduled"
⏱️
Total Delay 1.6 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
2.3d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Tech Off Site
1.5d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-17 Mburris called spoke with Chris and set 2-19 8:30am

2/17/2026-jsells

spoke with Chris, and I gave the work order number and let them know that a coordinator will call to schedule the onsite visit

🔧 Work Performed
Cleaned high speed drill and adjusted set screw.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Zone 1 WD Hand Piece Issues Secondary Contact: Paolo Ayala or any Manager - For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you!
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
▶
2 Case Linked Feb 17, 3:07 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01352419
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Feb 17, 3:15 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 17, 3:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 38m
🗓️
▶
2 Status: Scheduled Feb 17, 4:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-19T16:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 19, 11:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
⏱️
2x Labor Added Feb 19, 1:21 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
🚗
Status: Tech Off Site by Kwame Cobb Feb 19, 2:42 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 57m
⏱️
Labor Added Feb 20, 8:47 AM
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Kwame Cobb Feb 20, 9:14 AM
From: Tech Off Site
To: Completed
Duration in Previous: 18h 32m
⏳ 1.0 business days
🏁
Status: Closed by Kwame Cobb Feb 22, 12:53 PM
From: Completed
To: Closed
Duration in Previous: 2d 3h
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 4:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 3h
📨
▶
2 Status: Invoice Pending Feb 25, 1:24 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254906

Bottlenecks

Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00569370
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 19, 11:30 AM
Created
Feb 17, 3:11 PM
Invoice #
SM-254906

Work Details (3)

Name Type Status Qty Amount Date
WL-03112088 Labor Open 0.5 $0.00 Feb 19, 1:21 PM
WL-03112089 Travel Open 10 $110.00 Feb 19, 1:21 PM
WL-03113480 Labor Open 1.5 $165.00 Feb 20, 8:47 AM

Details