Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317098 ↗ ServiceMax

Catoctin Veterinary Clinic • Virtual Tech - Field Repair • P3

📍 Catoctin Veterinary Clinic — 112 Dry Mill Rd SW, LEESBURG VA, 20175

Nov 25, 2025 → Dec 1, 2025

✅ Completed
P3 3 business days from creation
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Dec 2)
✗ SLA Missed (3d late)
Dispatch 0.0d
Coordinators 5.3d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.3 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Nov 25, 2025 Due: Dec 2, 2025 Completed: Dec 2, 2025 (on time)
📅
5.5 days Total Age
⏱️
4.5d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526551
<no subject>
Closed
Notes: de-attached from the pole Model: Startrol - Surgical Light Asset : 13274789
Priority
Standard
Origin
Email
Reason
New Case
Contact
Megyn Zywicki
Owner
Virtual Tech
Created
Sep 11, 2025
Work Orders from this Case (2)
WO-01304624 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 16, 2025 • Closed: Feb 19, 2026
WO-01317098 (current) Invoiced
Virtual Tech - Field Repair • Michael Harris
Created: Nov 25, 2025 • Closed: Dec 1, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 4.5 days stuck in "Scheduled"
⏱️
Total Delay 4.1 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.7d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/25/2025 LHill-Called 703-777-8447 for Megyn Zywicki. There is no one there of that name. spoke with Dr. Robinson. She confirmed 12/1 with tech arrvial between 9-11 works for her.

🔧 Work Performed
Startrol - Surgical Light ID:13274789 SN:9981 the e-clip that holds the light head in place came loose and came out of its slot. the e-clip was re-installed properly and secured. the exam light was tested and returned to service in good working condition
🔍 Technician Findings
a wall mounted light is hanging from the boom.
⚠️ Problem Description
Notes: de-attached from the pole Model: Startrol - Surgical Light Asset : 13274789 https://www.ebiotrack.com/workorder.php?wo=69938

Timeline

📞
Case Linked Sep 11, 3:51 PM
Case Number: 00526551
Subject: <no subject>
Status: Closed
🚨 54.0 business days
📋
▶
2 Work Order Created Nov 25, 8:50 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Nov 25, 9:54 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
🗓️
▶
2 Status: Scheduled Nov 25, 3:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-12-01T15:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 1, 11:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 20h
⏱️
▶
2 8x Labor Added Dec 1, 11:14 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 22m, 0m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Dec 3, 4:36 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.9 business days
🧾
Invoice Created Dec 8, 8:54 AM
Invoice Number: SM-248122

Bottlenecks

Assigned
Duration: 5.3 business hours (threshold: 4.0 business hours)
Exceeded by 1.3 business hours
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00526551
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Michael Harris
Scheduled
Dec 1, 10:30 AM
Created
Nov 25, 8:50 AM
Invoice #
SM-248122

Work Details (8)

Name Type Status Qty Amount Date
WL-03023101 Labor Open 2.7 $409.75 Dec 1, 11:14 PM
WL-03023102 Labor Open 1.6666666666667 $260.75 Dec 1, 11:14 PM
WL-03023103 Labor Open 2.6333333333333 $0.00 Dec 1, 11:14 PM
WL-03023104 Travel Open 130 - Dec 1, 11:14 PM
WL-03023105 Travel Open 130 - Dec 1, 11:14 PM
WL-03023106 Expenses Open 1 $0.00 Dec 1, 11:14 PM
WL-03023107 Expenses Open 1 $0.00 Dec 1, 11:14 PM
WL-03023108 Expenses Open 1 $0.00 Dec 1, 11:14 PM

Details