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WO-01308849 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Virtual Tech - Field Repair • P3

📍 Lovet Pet Health Care - Fulton Market Animal Hospital - 8024 — 802 W Fulton Market, Chicago IL, 60607

Oct 10, 2025 → Feb 2, 2026

✅ Completed
P3 3 business days from creation
Target: Oct 15, 2025
🕐 Clock stopped: Tech Off Site (Jan 30)
⏸ 82d excluded (parts wait + holding)
✗ SLA Missed (24d late)
Dispatch 0.0d
Material Management 59.0d
Holding 4.4d (excluded)
Coordinators 22.8d
Field Work 3.0d
Incomplete 0.9d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
59.0 days
Over SLA
Holding (excluded from total)
4.4 days
Coordinators
22.8 days
Over SLA
Field Work
3.0 days
Incomplete (excluded from total)
0.9 days
Created: Oct 10, 2025 Due: Jan 13, 2026 Completed: Feb 2, 2026 (19 days late)
📅
81.7 days Total Age
⏱️
59.0d in Awaiting Parts Longest Stage
🔄
19 transitions Status Changes
⚠️
72.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 15, 2025
Visit 2 Jan 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534669
Autoclave leaking from back of Vessel
Closed
Troubleshoot leak on back or Autoclave. Model: Tuttnauer - t-edge 11 Model Type: Autoclave Custom Field: Notes: Asset ID: 13147024 Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Fulton Market Animal Hospital - 8024 Department:Depreciation Start Date:Physical Location: sterileDepreciation Term: yrsSerial #: 23070571
Priority
High
Origin
Phone
Reason
New Case
Contact
Maggie Egan
Owner
Derek Reynolds
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308849 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Oct 10, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 59.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 72.3 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
Scheduled
8.1d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Incomplete
0.9d
Awaiting Parts
59.0d / 3.0d SLA
Reschedule
4.8d / 2.0d SLA
On Hold
4.4d
Assigned
9.8d / 0.5d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
3.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-30-26 JK Cannot close out due to timesheet is locked for other tech. Informed Lawrence.


1/22 KKelch placed on hold due to multiple failed attempts to schedule

1/20 KKelch called Maggie to schedule for today between 11 and 1 pm. Left VM. 

1/16/2026 CRamen left a vm for Maggie to return call to schedule. 


1/14/2026 CRamen emailed to re-schedule for Tuesday 1/20/2026 with tech arrival between 11-1 due to tech in accident. Escalating to another Tech TBollman


1/12/2026 CRamen Logged email confirming Tuesday 1/13/2026 with tech arrival between 1-3pm.


1/12/2026 CRamen left a vm Maggie for a returned call to schedule. Placing On Hold and escalating to AM. Cannot return to dispatch. Received teams message fro DNakoff that Maggie is no longer there and to email: mark.lill@teamtag.com and keaton.huckabee@teamtag.com. Logged email requesting Tuesday 1/13/2026 with an arrival window between 12-2pm.


1/9/2026 CRamen left a vm Maggie for a returned call to schedule 


1/8/2026 CRamen left a vm Maggie for a returned call to schedule for Tuesday 1/13/2026 with the tech arrival between 1-3pm.


1/7/2026 CRamen left a vm Maggie for a returned call to schedule for Tuesday 1/13/2026 with the tech arrival between 1-3pm.

1/7/2026 CRamen KFricke just moved from AP to RFS today


10/10/2025 CRamen spoke with Maggie and scheduled for Wednesday 10/15/2025 with tech arrival between 1-3pm. Maggie is the contact the day of service 407-403-3101

🔧 Work Performed
After evaluation, troubleshooting, and testing al valves to make sure they were no loosed or causing any steam or leaks, verified valves were working as intended, Water tank was not over filled, and all proper steps. - customer said it just started to happen so I made sure tank was not over filled or that the waste water reservoir was not causing this (alarm would of been going off if that was case) - checked the all purpose valve - I narrowed down any loose fittings for water tube.z found one that was loose which I was able to correct though. - I noticed the drain filter had a fault come up and investigated further and customers said hey tried cleaning it And it keeps going off still. After more troubleshooting and testing. I found it was the drain filter that is worn and that it need replacing. x1 drain filter (P/N:CMT511-0048)
🔍 Technician Findings
Unit had slight leak at back/bottom of sterilizer.
⚠️ Problem Description
Troubleshoot leak on back or Autoclave. Model: Tuttnauer - t-edge 11 Model Type: Autoclave Custom Field: Notes: Asset ID: 13147024 Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Fulton Market Animal Hospital - 8024 Department:Depreciation Start Date:Physical Location: sterileDepreciation Term: yrsSerial #: 23070571 https://www.ebiotrack.com/workorder.php?wo=68873

Timeline

📞
▶
3 Case Linked Oct 10, 2:07 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01308849
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Status: Assigned Oct 10, 3:02 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Alan Page
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-15T18:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Charles Ramen Oct 13, 3:45 PM
Scheduled For: 2025-10-15T19:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Alan Page Oct 15, 5:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
⏱️
3x Labor Added Oct 16, 12:32 AM
Type: Labor, Travel
Status: Open
Qty: 1, 58, 1.1666666666667
✔️
Status: Completed by Alan Page Oct 16, 12:57 AM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 7h 56m, 0m
📦
▶
2 Parts Requested Oct 16, 8:16 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 7h 18m
🚨 20.0 business days
📦
Parts Requested Nov 12, 10:47 AM
Order: 00085154
Status: Closed
🚨 40.0 business days
🔩
▶
2 2x Parts Added Jan 6, 12:48 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 82d 5h
⚠️ 5.0 business days
⏸️
Status: On Hold by Charles Ramen Jan 12, 12:04 PM
From: Reschedule
To: On Hold
Duration in Previous: 5d 23h
👷
▶
3 Technician Assigned Jan 12, 2:57 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 52m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-13T19:00:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Lawrence Yoder Jan 14, 12:29 PM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 21h
👷
▶
2 Technician Assigned Jan 14, 12:36 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 6m
⚠️ 7.0 business days
⏸️
Status: On Hold by Kaitlyn Kelch Jan 22, 10:35 AM
From: Assigned
To: On Hold
Duration in Previous: 7d 21h
⏳ 4.0 business days
📅
▶
3 Status: Ready for Scheduling Jan 27, 10:08 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Jan 29, 7:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-01-29T19:00:00.000+0000
📅
Dispatch Scheduled by Jonathan Kuehl Jan 29, 2:24 PM
Scheduled For: 2026-01-30T13:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Jan 30, 9:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
🚗
Status: Tech Off Site by Jonathan Kuehl Jan 30, 9:33 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 17m
✔️
Status: Completed by Jonathan Kuehl Jan 30, 7:52 PM
From: Tech Off Site
To: Completed
Duration in Previous: 10h 19m
⏳ 1.5 business days
⏱️
▶
2 3x Labor Added Feb 2, 2:21 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Lawrence Yoder
From: Completed
To: Closed
Duration in Previous: 2d 18h
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 5, 9:35 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253024

Bottlenecks

Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Awaiting Parts
Duration: 59.0 business days (threshold: 3.0 business days)
Exceeded by 56.0 business days
Reschedule
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.0 business hours
Assigned
Duration: 6.8 business days (threshold: 4.0 business hours)
Exceeded by 6.3 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00534669
Closed
📦
Parts Order 00083661
Canceled
📦
Parts Order 00085154
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Jon Kuehl
Scheduled
Jan 30, 8:00 AM
Created
Oct 10, 2:09 PM
Invoice #
SM-253024

Work Details (8)

Name Type Status Qty Amount Date
WL-02972760 Labor Open 1 $79.00 Oct 16, 12:32 AM
WL-02972761 Travel Open 58 - Oct 16, 12:32 AM
WL-02972762 Labor Open 1.1666666666667 $186.25 Oct 16, 12:32 AM
WL-03054737 Parts Open 1 $221.40 Jan 6, 12:48 PM
WL-03054738 Expenses Open 1 $22.86 Jan 6, 12:48 PM
WL-03088212 Labor Open 1.3333333333333 $79.00 Feb 2, 2:21 PM
WL-03088213 Labor Open 0.25 $37.25 Feb 2, 2:21 PM
WL-03088214 Travel Open 30 - Feb 2, 2:21 PM

Details