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WO-01327162 ↗ ServiceMax

Animal Medical Center of Forney • Evaluation • P7

📍 Animal Medical Center of Forney — 13799 Farm to Market 548, Forney TX, 75126

Dec 18, 2025 → Jan 29, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 30, 2025
✗ SLA Missed (20 biz days late)
Active: 27 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 29, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 24, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
23d
▶ Clock Running
Status: Incomplete
Dec 24 → Jan 29, 2026
23 business days (counted)
Running total: 27 of 7 biz days used
Created: Dec 18, 2025 Completed: Jan 29, 2026
Business Days Used 27 / 7
0 7d budget +20d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0 / 7
Dec 18 → Dec 18 Ready for Scheduling ▶ Running 0 0 / 7
Dec 18 → Dec 18 Assigned ▶ Running 0 0 / 7
Dec 18 → Dec 24 Scheduled ▶ Running 4 4 / 7
Dec 24 → Jan 29 Incomplete ▶ Running 23 27 / 7
Dispatch 0.0d
Coordinators 4.0d
Field Work 0.0d
Incomplete 24.0d (excluded)
Billing 10.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.0 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
24.0 days
Billing
10.0 days
Over SLA
Created: Dec 18, 2025 Due: Dec 30, 2025 Completed: Jan 29, 2026 (29 days late)
📅
28.0 days Total Age
⏱️
24.0d in Incomplete Longest Stage
🔄
10 transitions Status Changes
⚠️
13.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00552103
L2 review
Closed
Q-00031676 Manufacturer & Model: LW Scientific Centrifuge / Model: Universal Serial: 40312 Issue: We currently have a work order for our Midmark Dental Unit: 01326619 and I wanted to see if they could also look at our Centrifuge, sometimes it works well and other times the locking mechanism doesn't work well. The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Lauren Merrell
Owner
Leona Coonrod
Created
Dec 16, 2025
Work Orders from this Case (1)
WO-01327162 (current) Invoiced
Evaluation • Zachary Stieben
Created: Dec 18, 2025 • Closed: Jan 29, 2026
Completed with significant delays
Invoiced • 238 days old
🚨
Primary Delay 24.0 days stuck in "Incomplete"
⏱️
Total Delay 13.3 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
0.0d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Incomplete
24.0d
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
10.0d / 1.0d SLA
L2 Review
1.8d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4 KWeiss, product has been set up.


L2 REVIEW - please assist in setting up this IP (pics of model/SN attached)

Model - Universal. Serial# 40312



2/2/26 lcoonrod

follow up in case 00564450


1/29 KWeiss, Chatter sent to tech, w/o will need to be completed and closed for a follow up repair case to be created. We can not quote from an evaluation w/o.

12/23/25 ZStieben. Attempted to contact LW Scientific tech support, phone# 800-726-7345. Not able to contact LW tech support due to no answer. Marking work order incomplete until part number and pricing can be obtained. Marking work order incomplete to send to L2 for part order assistance. Pictures are attached to the work order.

🔧 Work Performed
12/23/25 ZS. Evaluated unit. Determined Latch Lock assembly is non functional. Attempted to contact LW Scientific tech support, phone# 800-726-7345. Not able to contact LW tech support due to no answer. Marking work order incomplete until part number and pricing can be obtained. Marking work order incomplete to send to L2 for part order assistance. Pictures are attached to the work order. No travel due to multiple work orders on site.
🔍 Technician Findings
12/23/2025 Zachary Stieben arrived on site. Found LW Scientific Centrifuge. Model - Universal. Serial# 40312. Unit has a broken latch lock assembly.
⚠️ Problem Description
Q-00031676 Manufacturer & Model: LW Scientific Centrifuge / Model: Universal Serial: 40312 Issue: We currently have a work order for our Midmark Dental Unit: 01326619 and I wanted to see if they could also look at our Centrifuge, sometimes it works well and other times the locking mechanism doesn't work well. The technician will need to evaluate the unit and determine if parts are needed for repairs.
📄 Description
LW Scientific - Universal - Centrifuge

Timeline

📞
Case Linked Dec 16, 12:19 PM
Case Number: 00552103
Subject: L2 review
Status: Closed
⏳ 3.0 business days
📋
▶
5 Work Order Created Dec 18, 11:06 AM
Work Order Created → Status: Ready for Scheduling → Status: Assigned → Technician Assigned → Dispatch Scheduled
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2m, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HXpFGQA1, Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-23T20:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 18, 2:20 PM
Scheduled For: 2025-12-23T21:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 Labor Added Dec 23, 7:18 PM
Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Zachary Stieben
From: Scheduled
To: Incomplete
Duration in Previous: 5d 8h
🚨 24.6 business days
✔️
Status: Completed by Zachary Stieben Jan 29, 4:21 PM
From: Incomplete
To: Completed
Duration in Previous: 36d 21h
🏁
Status: Closed by Zachary Stieben Jan 29, 4:31 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 3.9 business days
📄
▶
2 Status: Ready to Bill Feb 3, 12:42 PM
Status: Ready to Bill → Status: L2 Review
👀
Status: L2 Review by Diane Patton
From: Ready to Bill
To: L2 Review
Duration in Previous: 4m
🏁
▶
2 Status: Closed Feb 4, 10:19 AM
Status: Closed → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 2m
🚨 10.0 business days
📨
▶
2 Status: Invoice Pending Feb 18, 6:22 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254326

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days

🔗 Related Artifacts

📞
Case 00552103
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
N/A
Technician
Zachary Stieben
Scheduled
Dec 23, 4:00 PM
Created
Dec 18, 11:06 AM
Invoice #
SM-254326

Work Details (1)

Name Type Status Qty Amount Date
WL-03046778 Labor Open 0.25 $37.25 Dec 23, 7:18 PM

Details