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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311594 ↗ ServiceMax

MIDMARK • Installation • PC

📍 Woodlands Creek Animal Hospital — 26231 F M 2978, MAGNOLIA TX, 77354

Oct 27, 2025 → Nov 17, 2025

✅ Completed
PC Per client agreement
Target: Nov 24, 2025
🕐 Clock stopped: Completed (Nov 17)
✓ SLA Met (7d early)
Dispatch 2.3d
Coordinators 17.4d
Field Work 1.5d
Billing 0.0d
✓ SLA Met
Dispatch
2.3 days
Over SLA
Coordinators
17.4 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Oct 27, 2025 Due: Nov 24, 2025 Completed: Nov 18, 2025 (6 days early)
📅
15.9 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
12.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538734
Vet Order - Woodlands Creek Animal Hospital - Magnolia, TX - Quote #8672522
Closed
DENTAL IMAGING INSTALLATION ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: Scheduled Ship Date: 10/31/2025 Sales Order #: 8672520 Customer PO #: 4603239272
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danielle Goodwin
Owner
Shelby Robinson
Created
Oct 27, 2025
Work Orders from this Case (1)
WO-01311594 (current) Invoiced
Installation • Chane Lacy
Created: Oct 27, 2025 • Closed: Nov 17, 2025
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 12.7 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
2.0d / 1.0d SLA
L2 Screening
2.3d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
9.9d / 2.0d SLA
Reschedule
2.5d / 2.0d SLA
Completed
1.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10 KKelch called Danielle to schedule for 11/10 between 9 and 11 am. Jordan asked for 11/14 between 9 and 11 am. Customer confirmed. 

11/6 KKelch called Danielle to schedule for 11/10 between 9 and 11 am. Left info.

11/6/25 CDempsey- Unit was scheduled for delivery on Oct 31st, however, it was delayed without notifying us. Unit now shows was delivered this afternoon.

11/3 KKelch called Danielle to schedule for 11/6 between 9 and 11 am. Customer confirmed.

🔧 Work Performed
Instalation completed to manufacture specs. Functional testing completed. This unit is ready for service
🔍 Technician Findings
Unit needs installed
⚠️ Problem Description
DENTAL IMAGING INSTALLATION ACKNOWLEDGEMENT LINE NOTES: Part Number: DCVM-G0X/H/S4/L Description: COMPLETE SYSTEM, GRAY, MOBILE, SIZE #2 BITE-RESISTANT SENSOR, WITH LAPTOP Serial Number: Scheduled Ship Date: 10/31/2025 Sales Order #: 8672520 Customer PO #: 4603239272

Timeline

📞
Case Linked Oct 27, 4:53 PM
Case Number: 00538734
Subject: Vet Order - Woodlands Creek Animal Hospital - Magnolia, TX - Quote #8672522
Status: Closed
📋
▶
2 Work Order Created Oct 27, 5:21 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🔍
Status: L2 Screening by Shelby Robinson Oct 27, 5:38 PM
From: Ready for Scheduling
To: L2 Screening
Duration in Previous: 14m
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Dave Creditt Oct 29, 8:16 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1d 14h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 30, 9:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 11:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-06T15:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Nov 6, 3:12 PM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 3h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 10, 9:08 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-14T15:00:00.000+0000
⚠️ 5.4 business days
✔️
▶
2 Status: Completed Nov 17, 3:18 AM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 2, 26
🏁
Status: Closed by Chane Lacy Nov 17, 11:14 PM
From: Completed
To: Closed
Duration in Previous: 19h 55m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Nov 19, 12:48 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Nov 20, 11:02 AM
Invoice Number: SM-246972

Bottlenecks

L2 Screening
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Reschedule
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.8 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Completed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00538734
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Chane Lacy
Scheduled
Nov 14, 10:00 AM
Created
Oct 27, 5:21 PM
Invoice #
SM-246972

Work Details (3)

Name Type Status Qty Amount Date
WL-03009473 Labor Open 1 $0.00 Nov 17, 3:20 AM
WL-03009474 Labor Open 2 $220.00 Nov 17, 3:20 AM
WL-03009475 Travel Open 26 $110.00 Nov 17, 3:20 AM

Details