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← WO Overview

WO-01298454 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Virtual Tech - Depot • PC

📍 Lovet Pet Health Care - Happy Valley Animal Hospital - 8012 — 6615 W. Happy Valley Rd., Suite B106, Glendale AZ, 85310

Aug 19, 2025 → Apr 27, 2026

✅ Completed
PC Per client agreement
Target: Oct 17, 2025
🕐 Clock stopped: Invoiced (Apr 27)
⏸ 225d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 163.9d
Holding 14.6d (excluded)
Coordinators 1.8d
Field Work 0.5d
Incomplete 3.8d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
163.9 days
Over SLA
Holding (excluded from total)
14.6 days
Coordinators
1.8 days
Over SLA
Field Work
0.5 days
Incomplete (excluded from total)
3.8 days
Created: Aug 19, 2025 Due: Oct 17, 2025 Completed: Apr 27, 2026 (191 days late)
📅
179.8 days Total Age
⏱️
162.0d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
162.8d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Samuel A Klein — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520280
<no subject>
Closed
The SpO2 monitor is not working at all. We have tried switching out the sensors and line and neither is working. The red light in the sensor is on and blinking but the monitor states the sensor is off Model: Smith Medical - SurgiVet Advisor tech, V9219
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kaydie Ahern
Owner
Virtual Tech
Created
Aug 19, 2025
Work Orders from this Case (1)
WO-01298454 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Aug 19, 2025 • Closed: Apr 27, 2026
Completed with significant delays
Invoiced • 268 days old
🚨
Primary Delay 162.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 162.8 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
Awaiting Parts
163.9d / 3.0d SLA
On Hold
14.6d
Tech On Site
0.5d / 1.0d SLA
Incomplete
3.8d
Assigned
1.8d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
3.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/23-RS; item is available through Patterson Vet, who will not sell to service companies. Every procurement channel we tried either was not available or our order was canceled due to being unable to fulfill. MM cannot action this further, please request cancellation and ask the customer to order it directly


.12-22 DSR Sent email to Depot Q Customer requesting Update on ETA.

9/9 KHardison, Added quote approved quote, Q-00029943, for parts

8/21-RS; Sending e2a with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Visual inspection; Passed Power Outlet Test; Passed Power cord and plug; Passed Functional Inspection; Passed ECG measurement (± 5 bpm) Normal: 80bpm, 1mV = __80__ bpm Leads Off Detection; Passed SpO2 Measurements: 90% (±2%) = __88___% NIBP Measurements: 0 mmHg (±1 mmHg) = __0___mmHg 200 mmHg (±1 mmHg) = __199___mmHg Temperature measurement(± 0.1 C) T1: 37.0C = __37.0__ C; Passed T2: 37.0C = __37.0__ C; Passed NIBP Leak Test; Passed Loudspeaker; verified Cleaned device externals Will need new SpO2 sensor to go back into service in good working condition. Unable to order sensor and sensor will need to be purchased on customer's end. Depot Shipping Box - 24 x 18 x 12" Corrugated Boxes Shipment Tracking Number: 1Z01E3E70393821155 - Estimated delivery : 06/26/2025 RMA Tracking Number: 1Z01E3E79094403763. _____________________________ item is available through Patterson Vet, who will not sell to service companies. Customer must order replacement sensor through a their purchasing group.
🔍 Technician Findings
Unit was received into our Depot. Was able to duplicate issue with customer's sensor cable. Was not able to duplicate with our sensor cable. Unit will need new SpO2 sensor to fix issue. Please quote for: 1 x *NEW PART* PN: V3078 (Oximetry Sensor Mini Clip) https://mms.mckesson.com/product/936496/ICU-Medical-FKA-Smiths-Medical-V3078 2 x Labor (Repair,PM) 3 x Shipping 4/23/26 SKLEIN - Unable to purchase part and part will need to be purchased by customer.
⚠️ Problem Description
Q-00029943, parts. The SpO2 monitor is not working at all. We have tried switching out the sensors and line and neither is working. The red light in the sensor is on and blinking but the monitor states the sensor is off Model: Smith Medical - SurgiVet Advisor tech, V9219 https://www.ebiotrack.com/workorder.php?wo=67572

Timeline

📞
Case Linked Aug 19, 12:56 PM
Case Number: 00520280
Subject: <no subject>
Status: Closed
📋
▶
3 Work Order Created Aug 19, 1:28 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00080248
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⏳ 2.0 business days
💵
▶
3 3x Expenses Added Aug 20, 3:04 PM
3x Expenses Added → Parts Requested → Status: On Hold
📦
Parts Requested
Order: 00080358
Status: Closed
⏸️
Status: On Hold by Brittany Peters
From: Awaiting Parts
To: On Hold
Duration in Previous: 1d 1h
🚨 12.0 business days
👷
▶
2 Technician Assigned Sep 4, 10:21 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 14d 19h, 0m
⚠️
Status: Incomplete by Samuel Klein Sep 4, 1:15 PM
From: Tech On Site
To: Incomplete
Duration in Previous: 2h 54m
⏳ 4.0 business days
👷
▶
2 Status: Assigned Sep 9, 3:18 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kimberly Hardison
Technician: Samuel A Klein
📦
▶
2 Parts Requested Sep 10, 8:29 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 17h 10m
🚨 162.0 business days
👷
Status: Assigned by Ryan Schwochow Apr 23, 8:08 AM
From: Awaiting Parts
To: Assigned
Duration in Previous: 224d 23h
⏱️
▶
2 Labor Added Apr 23, 9:44 AM
Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Samuel Klein
From: Assigned
To: Tech On Site
Duration in Previous: 1h 36m
✔️
▶
3 Status: Completed Apr 23, 10:30 AM
Status: Completed → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00095060
Status: Closed
📦
Status: Awaiting Parts by Samuel Klein
From: Completed
To: Awaiting Parts
Duration in Previous: 1m
💵
▶
2 Expenses Added Apr 23, 10:56 AM
Expenses Added → Status: On Hold
⏸️
Status: On Hold by Sean Weaver
From: Awaiting Parts
To: On Hold
Duration in Previous: 24m
⏳ 3.0 business days
🏁
Status: Closed by Ryan Schwochow Apr 27, 2:32 PM
From: On Hold
To: Closed
Duration in Previous: 4d 3h
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Apr 30, 11:11 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-260518

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Awaiting Parts
Duration: 162.0 business days (threshold: 3.0 business days)
Exceeded by 159.0 business days
Closed
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00520280
Closed
📦
Parts Order 00080248
Closed
📦
Parts Order 00080358
Closed
📦
Parts Order 00081489
Canceled
📦
Parts Order 00095060
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
N/A
Technician
Samuel A Klein
Scheduled
N/A
Created
Aug 19, 1:28 PM
Invoice #
SM-260518

Work Details (5)

Name Type Status Qty Amount Date
WL-02908455 Expenses Open 1 $18.24 Aug 20, 3:04 PM
WL-02908456 Parts Open 1 $3.86 Aug 20, 3:04 PM
WL-02908457 Parts Open 1 $0.00 Aug 20, 3:04 PM
WL-03197506 Labor Open 2 $298.00 Apr 23, 9:44 AM
WL-03197674 Expenses Open 1 $27.21 Apr 23, 10:56 AM

Details