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WO-01353077 ↗ ServiceMax

COVETRUS • Repair • P3

📍 Grand Teton Animal Hospital — 7920 N Decatur Blvd, Suite 100, Las Vegas NV, 89131

Feb 20, 2026 → Mar 2, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 25, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Feb 24, 2026
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 25 → Mar 2, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 20, 2026 Completed: Mar 2, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 20 → Feb 20 Created ▶ Running 0 0 / 3
Feb 20 → Feb 20 L2 Screening ▶ Running 0 0 / 3
Feb 20 → Feb 24 Awaiting Parts ⏸ Paused 2 —
Feb 24 → Feb 24 Reschedule ▶ Running 0 0 / 3
Feb 24 → Feb 25 Assigned ▶ Running 1 1 / 3
Feb 25 → Mar 2 Scheduled ▶ Running 3 4 / 3
Mar 2 → Mar 2 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Material Management 2.7d
Coordinators 6.1d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.7 days
Coordinators
6.1 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Feb 20, 2026 Due: Mar 3, 2026 Completed: Mar 2, 2026 (1 days early)
📅
6.7 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
3.9d over Total Delay
📦
1 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 #00565905
L2 review. Waiting for response from Covetrus.
Closed
Q-00032444 Manufacturer and Model Midmark (see video) Serial Number Unsure Please describe the issue you are experiencing The table won't stay up the hydraulic is broken. You can edit this submission and view all your submissions easily. Part needed 1 gas spring, 016-1611-00
Priority
Standard
Origin
Email
Reason
New Case
Contact
Angie Bommer
Owner
Kimberly Hardison
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01353077 (current) Invoiced
Repair • Michael Russell
Created: Feb 20, 2026 • Closed: Mar 2, 2026
Completed with minor delays
Invoiced • 12 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 3.9 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
2.7d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-25 Mburris set with Leanard 3-2 10am 

2/24/26 RBerry- Updated due date based on parts. Removed delay code.


🔧 Work Performed
Installed new gas spring and corrected a travel obstruction. The locking handle was catching on assembly screws; realigned the handle mechanism to bypass the hardware and allow the table to fold to its full stowed position. also noticed damage to assembly from install. client would like more information about replacement
🔍 Technician Findings
Observed mechanical resistance in the exam table assembly; unit fails to achieve full range of motion during downward folding cycle
⚠️ Problem Description
Q-00032444 Manufacturer and Model Midmark (see video) Serial Number Unsure Please describe the issue you are experiencing The table won't stay up the hydraulic is broken. You can edit this submission and view all your submissions easily. Part needed 1 gas spring, 016-1611-00

Timeline

📞
Case Linked Feb 5, 5:45 PM
Case Number: 00565905
Subject: L2 review. Waiting for response from Covetrus.
Status: Closed
🚨 10.8 business days
📋
▶
2 Work Order Created Feb 20, 1:24 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Feb 20, 1:31 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4m
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Feb 24, 8:47 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 19h
👷
▶
2 Technician Assigned Feb 24, 9:39 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 52m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 25, 9:49 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1d 0h
⏳ 4.0 business days
🔧
Status: Tech On Site by Michael Russell Mar 2, 1:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
⏱️
3x Labor Added Mar 2, 1:57 PM
Type: Labor, Travel
Status: Open
Qty: 1, 40
✔️
Status: Completed by Michael Russell Mar 2, 2:44 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 8m, 0m
📄
▶
2 Status: Ready to Bill Mar 3, 1:53 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Mar 4, 10:43 AM
Invoice Number: SM-255412

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours

🔗 Related Artifacts

📞
Case 00565905
Closed
📦
Parts Order 00090812
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Michael Russell
Scheduled
Mar 2, 12:30 PM
Created
Feb 20, 1:24 PM
Invoice #
SM-255412

Work Details (5)

Name Type Status Qty Amount Date
WL-03117184 Parts Open 1 $36.11 Feb 24, 8:47 AM
WL-03117185 Expenses Open 1 $28.89 Feb 24, 8:47 AM
WL-03126277 Labor Open 1 $0.00 Mar 2, 1:57 PM
WL-03126278 Labor Open 1 $119.00 Mar 2, 1:57 PM
WL-03126279 Travel Open 40 $155.00 Mar 2, 1:57 PM

Details