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WO-01324406 ↗ ServiceMax

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

📍 Lovet Pet Health Care - Surprise Animal Hospital - 8015 — 13954 W. Waddell Rd., Suite 109, Surprise AZ, 85379

Dec 8, 2025 → Dec 9, 2025

✅ Completed
P3 3 business days from creation
Target: Dec 11, 2025
🕐 Clock stopped: Completed (Dec 9)
✓ SLA Met (2d early)
Dispatch 0.0d
Coordinators 1.6d
Field Work 0.1d
Billing 2.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.6 days
Over SLA
Field Work
0.1 days
Billing
2.5 days
Over SLA
Created: Dec 8, 2025 Due: Dec 11, 2025 Completed: Dec 9, 2025 (2 days early)
📅
1.4 days Total Age
⏱️
2.5d in Billing Review Longest Stage
🔄
8 transitions Status Changes
⚠️
1.4d 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 #00549861
<no subject>
Closed
Troubleshoot: The round drill bits come flying out when in use. Today we are using the round for 4 and it keeps flying out. Model: iM3 - Pro 2000 Model Type: Dental Delivery Unit Asset ID: 13105055 Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Surprise Animal Hospital - 8015<https://www.ebiotrack.com/sites.php?sid=21539> Serial #: 90505-B0153
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Drane
Owner
Virtual Tech
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324406 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Dec 8, 2025 • Closed: Dec 9, 2025
Completed with minor delays
Invoiced • 157 days old
🚨
Primary Delay 2.5 days stuck in "Billing Review"
⏱️
Total Delay 1.4 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
0.0d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
0.3d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Billing Review
2.5d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11/25 DPatton - updated part#

Chatter to tech to confirm part#

12/8 KKelch called Amanda to schedule for tomorrow between 11 and 1 pm. Left info.

🔧 Work Performed
Tested and confirmed, replaced turbines in both drill heads and tested. Returned to operation
🔍 Technician Findings
Bits loose on 2 drills
⚠️ Problem Description
Troubleshoot: The round drill bits come flying out when in use. Today we are using the round for 4 and it keeps flying out. Model: iM3 - Pro 2000 Model Type: Dental Delivery Unit Asset ID: 13105055 Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Surprise Animal Hospital - 8015 Serial #: 90505-B0153 https://www.ebiotrack.com/workorder.php?wo=70218

Timeline

📞
▶
3 Case Linked Dec 8, 3:59 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01324406
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 8, 4:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
🗓️
▶
2 Status: Scheduled Dec 9, 9:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T16:00:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Dec 9, 11:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 13m
⏱️
4x Labor Added Dec 9, 12:14 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 1.5, 12, 0.5
✔️
Status: Completed by Tyler Bollman Dec 9, 12:31 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 35m, 0m
💵
Status: Billing Review by Diane Patton Dec 9, 2:59 PM
From: Closed
To: Billing Review
Duration in Previous: 2h 27m
⏳ 3.0 business days
🔩
▶
3 Parts Added Dec 11, 1:15 PM
Parts Added → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 1d 22h, 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Dec 12, 6:03 PM
Invoice Number: SM-248761

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.8 business hours
Billing Review
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00549861
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Dec 9, 11:00 AM
Created
Dec 8, 4:02 PM
Invoice #
SM-248761

Work Details (5)

Name Type Status Qty Amount Date
WL-03031358 Labor Open 1.5 $223.50 Dec 9, 12:14 PM
WL-03031359 Travel Open 12 - Dec 9, 12:14 PM
WL-03031360 Parts Open 2 $0.00 Dec 9, 12:14 PM
WL-03031361 Labor Open 0.5 $79.00 Dec 9, 12:14 PM
WL-03034204 Parts Open 2 $402.30 Dec 11, 1:15 PM

Details