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WO-01306845 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Preventive Maintenance • PSM

📍 Lovet Pet Health Care - Goodyear Animal Hospital - 8014 — 380 N. Estrella Parkway, Suite A6, Goodyear AZ, 85338

Sep 30, 2025 → Nov 26, 2025

✅ Completed
PSM Last business day of September 2025
Target: Sep 30, 2025
🕐 Clock stopped: Completed (Nov 26)
⏸ 41d excluded (parts wait + holding)
✗ SLA Missed (16d late)
Dispatch 0.4d
Material Management 30.5d
Coordinators 12.5d
Field Work 1.2d
Billing 0.2d
✗ SLA Missed
Dispatch
0.4 days
Material Management
30.5 days
Over SLA
Coordinators
12.5 days
Over SLA
Field Work
1.2 days
Billing
0.2 days
Created: Sep 30, 2025 Due: Nov 26, 2025 Completed: Nov 26, 2025 (on time)
📅
41.9 days Total Age
⏱️
30.5d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
39.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531505
Hcp L2 Review.
Closed
Inspection: Vaporizer PM - Vaporizer Please create a work order and place with L2 to order vaporizer parts. Account: Lovet Pet Health Care (Formerly Arizona Pet) Location: Lovet Pet Health Care - Goodyear Animal Hospital - 8014 SMC: Lovet Pet Health Care -Covetrus<https://csa.lightning.force.com/lightning/r/SVMXC__Service_Contract__c/a0fVU000009liV3YAI/view> POC: Ashley Bersuch Problem Description: Vaporizer Exchange for 5 vaporizers Order Type: PM Due Date: 09/30 https://www.ebiotrack.com/inspection.php?iid=30380
Priority
Critical
Origin
Email
Reason
New Case
Contact
Ashley Bersuch
Owner
Kimberly Hardison
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01306845 (current) Invoiced
Preventive Maintenance • Andrew Przybyla
Created: Sep 30, 2025 • Closed: Nov 26, 2025
Completed with significant delays
Invoiced • 226 days old
🚨
Primary Delay 30.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 39.1 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
0.4d / 1.0d SLA
Awaiting Parts
30.5d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Scheduled
12.5d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
4.1d / 1.0d SLA
Billing Review
0.2d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2/25 DPatton - chatter to KF to add billable freight charge

11/13 KKelch-FSE rescheduled directly with the site for 11/26 between 8 and 9 am.

11/11/25 RCook- Updated due date based on parts. Removed delay code


11/11 KKelch added to previously scheduled date. See logged call on WO-01312886

🔧 Work Performed
Tech exchanged the 5 vaporizers that were sent to the customer. Tech all photos and attached to WO along with photos of the return label. Tech showed the site manager that the new vaporizers were installed. Site manager filled with fluid. Tech took all 5 vaporizers to UPS store to send back. Tech also included a photo of the shipping receipt.
🔍 Technician Findings
Tech arrived on site to exchange the vaporizers.
⚠️ Problem Description
Inspection: Vaporizer PM - Vaporizer Qty 5 Please create a work order and place with L2 to order vaporizer parts. Account: Lovet Pet Health Care (Formerly Arizona Pet) Location: Lovet Pet Health Care - Goodyear Animal Hospital - 8014 SMC: Lovet Pet Health Care -Covetrus POC: Ashley Bersuch Problem Description: Vaporizer Exchange for 5 vaporizers Order Type: PM Due Date: 09/30 https://www.ebiotrack.com/inspection.php?iid=30380

Timeline

📞
Case Linked Sep 30, 10:38 AM
Case Number: 00531505
Subject: Hcp L2 Review.
Status: Closed
📋
▶
2 Work Order Created Sep 30, 1:10 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Sep 30, 4:15 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3h 5m
🚨 31.0 business days
🔩
▶
2 2x Parts Added Nov 11, 2:39 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 41d 23h
👷
▶
3 Status: Assigned Nov 11, 2:48 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-13T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Nov 13, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
📅
▶
2 Dispatch Scheduled Nov 13, 10:23 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech On Site
To: Scheduled
Duration in Previous: 23m
⚠️ 9.0 business days
🚗
2x Travel Added Nov 25, 1:01 PM
Type: Travel
Status: Open
Qty: 77
🔧
Status: Tech On Site by Andrew Przybyla Nov 26, 9:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 23h
⏱️
3x Labor Added Nov 26, 10:47 AM
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Andrew Przybyla Nov 26, 4:35 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 4m
🏁
Status: Closed by Andrew Przybyla Nov 26, 6:30 PM
From: Completed
To: Closed
Duration in Previous: 1h 54m
⏳ 4.7 business days
💵
Status: Billing Review by Diane Patton Dec 2, 11:04 AM
From: Closed
To: Billing Review
Duration in Previous: 5d 16h
📄
▶
4 Status: Ready to Bill Dec 2, 12:27 PM
Status: Ready to Bill → Status: Ready to Bill → Status: Invoiced → Invoice Created
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-247978

Bottlenecks

Awaiting Parts
Duration: 30.5 business days (threshold: 3.0 business days)
Exceeded by 27.5 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.2 business hours
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days

🔗 Related Artifacts

📞
Case 00531505
Closed
📦
Parts Order 00082714
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Nov 26, 10:00 AM
Created
Sep 30, 1:10 PM
Invoice #
SM-247978

Work Details (7)

Name Type Status Qty Amount Date
WL-03003454 Parts Open 5 $2,250.00 Nov 11, 2:39 PM
WL-03003455 Expenses Open 1 $45.00 Nov 11, 2:39 PM
WL-03019655 Travel Open 77 - Nov 25, 1:01 PM
WL-03019656 Travel Open 77 - Nov 25, 1:01 PM
WL-03020718 Labor Open 1.5 $0.00 Nov 26, 10:47 AM
WL-03020719 Labor Open 5 $0.00 Nov 26, 10:47 AM
WL-03020720 Labor Open 1.5 $0.00 Nov 26, 10:47 AM

Details