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← WO Overview

WO-01318739 ↗ ServiceMax

COVETRUS • Repair • P3

📍 FOREST HEIGHTS VETERINARY CLINIC — 7365 SW Barnes Rd Ste H, Portland OR, 97225

Dec 4, 2025 → Dec 9, 2025

✅ Completed
P3 3 business days from creation
Target: Dec 9, 2025
🕐 Clock stopped: Completed (Dec 9)
✗ SLA Missed
Dispatch 0.0d
Coordinators 4.9d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.9 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Dec 4, 2025 Due: Dec 9, 2025 Completed: Dec 9, 2025 (on time)
📅
3.9 days Total Age
⏱️
2.9d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
1.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548019
FOREST HEIGHTS VETERINARY CLINIC (needs quote)
Closed
Q-00031405 Covetrus Account # 501370 Manufacturer and Model StatSpin VT V901-22 Serial Number 432V90107496 Please describe the issue you are experiencing rotor separated from base. The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marissa Paolacci
Owner
Kimberly Hardison
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318739 (current) Invoiced
Repair • Jason Morris
Created: Dec 4, 2025 • Closed: Dec 9, 2025
Completed with minor delays
Invoiced • 161 days old
🚨
Primary Delay 2.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 1.9 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
2.9d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
1.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-8 Mburris email from POC to set

12-8 Mburris email sent to POC looking for 12-9

12-8 Mburris LM on Vmail for POC 

12/4 JWhalen, requesting WO to be created in eBT for an HCP tech.


12/4 KHardison, Sent Joe Whalen a chatter for product info to create component.

🔧 Work Performed
Inspected the drive assembly and rotor. Found that part of the drive assembly has pulled apart inside the rotor. Both items need replaced. Parts and prices sourced from Beckman Coulter (Manufacturer). Due to holidays orders would need to be placed before 12-15. Drive Assembly: X01-004637-001 In stock $530 Rotor RHG12: X00-002226-001 in stock $236.25
🔍 Technician Findings
Drive assembly needs replaced, rotor RH12 needs replaced.
⚠️ Problem Description
Q-00031405 Covetrus Account # 501370 Manufacturer and Model StatSpin VT V901-22 Serial Number 432V90107496 Please describe the issue you are experiencing rotor separated from base. The technician will need to evaluate the unit and determine if parts are needed for repairs.

Timeline

📞
Case Linked Dec 2, 12:03 PM
Case Number: 00548019
Subject: FOREST HEIGHTS VETERINARY CLINIC (needs quote)
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Dec 4, 11:50 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 8, 10:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 22h
🗓️
▶
3 Status: Scheduled Dec 8, 1:13 PM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-09T17:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-09T18:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jason Morris Dec 9, 3:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
▶
2 3x Labor Added Dec 9, 4:33 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jason Morris
From: Tech On Site
To: Completed
Duration in Previous: 1h 11m
⏱️
▶
2 2x Labor Added Dec 9, 6:49 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 2h 17m
📄
▶
2 Status: Ready to Bill Dec 10, 1:57 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.2 business days
🧾
Invoice Created Dec 15, 1:34 AM
Invoice Number: SM-248695

Bottlenecks

Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours

🔗 Related Artifacts

📞
Case 00548019
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Jason Morris
Scheduled
Dec 9, 1:30 PM
Created
Dec 4, 11:50 AM
Invoice #
SM-248695

Work Details (5)

Name Type Status Qty Amount Date
WL-03031862 Labor Open 0.5 $0.00 Dec 9, 4:33 PM
WL-03031863 Labor Open 1 $119.00 Dec 9, 4:33 PM
WL-03031864 Travel Open 8 $80.00 Dec 9, 4:33 PM
WL-03032086 Labor Open 1.75 $0.00 Dec 9, 6:49 PM
WL-03032087 Travel Open 48 $0.00 Dec 9, 6:49 PM

Details