Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327281 ↗ ServiceMax

WESTERN VETERINARY PARTNERS LLC • Virtual Tech - Field Repair • P3

📍 WVP Grays Harbor — 16 Old Beacon Road, Montesano WA, 98563

Dec 18, 2025 → Feb 17, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 23, 2025
🕐 Clock stopped: Invoiced (Feb 18)
⏸ 24d excluded (parts wait + holding)
✗ SLA Missed (32d late)
Dispatch 0.0d
Material Management 20.0d
Coordinators 21.6d
Field Work 0.9d
Incomplete 7.7d (excluded)
Billing 9.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
20.0 days
Over SLA
Coordinators
21.6 days
Over SLA
Field Work
0.9 days
Incomplete (excluded from total)
7.7 days
Billing
9.1 days
Over SLA
Created: Dec 18, 2025 Due: Feb 11, 2026 Completed: Feb 18, 2026 (6 days late)
📅
44.1 days Total Age
⏱️
12.0d in Awaiting Parts Longest Stage
🔄
18 transitions Status Changes
⚠️
34.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 23, 2025
Visit 2 Jan 27, 2026
Visit 3 Feb 17, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552906
Closed
Laser machine screen is not turning on LightForce Litecure CTS
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Donica Cutler
Owner
Wendy Argueta
Created
Dec 18, 2025
Work Orders from this Case (2)
WO-01327281 (current) Invoiced
Virtual Tech - Field Repair • Tim Holman
Created: Dec 18, 2025 • Closed: Feb 17, 2026
WO-01327289 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 18, 2025 • Closed: Dec 23, 2025
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 12.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 34.8 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
0.3d / 0.5d SLA
Scheduled
14.6d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Incomplete
7.7d
Awaiting Parts
20.0d / 3.0d SLA
Reschedule
6.7d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Billing Correction Needed
0.5d
Ready to Bill
8.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 DPatotn - part with no price; emailed MM

2-9 Mburris tech is booked up email from POC to set Danica 2-17 10am

02/09/2026 JRolston - Additional parts show delivered on 1/20, UPS wb 1ZE444250370579574.


2-9 Mburris email sent to POC

2/7/26 RBerry- Updated due date based on parts. Removed delay code. Parts delivered 2/5/26 but WO was not released to ASC until 2/6/26


1/30/26 lcoonrod

Waybill 1ZE444250346186927 Estimated delivery date will be available when UPS receives the package. Order No: 752018 Customer PO No: PO016021 Customer: EMSAR Inc Ship To Name: Western Vet Partners Grays Harbor Ship To Address: 16 Old Beacon Road Ship To City/State: Montesano, WA 98563 Waybill (Tracking #): 1ZE444250346186927 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 30-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 91303016 SERIAL #: DESCRIPTION: MAINTENANCE KIT- VME MOBILE LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

1-21 Mburris called site set appt with Donica 1-27 10am

01/15/2026 SRobinson- Order No: 748770


Customer PO No: PO015849


Customer: EMSAR Inc


Ship To Name: WVP Grays Harbor


Ship To Address: 16 Old Beacon Road    


Ship To City/State: Montesano, WA 98563


Waybill (Tracking #): 1ZE444250370579574


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 14-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 91303016 SERIAL #: DESCRIPTION: MAINTENANCE KIT- VME MOBILE


LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


12-18 Mburris email from POC to set 12-23 Danica

12-18 Mburris email sent to POC looking for 12-23

🔧 Work Performed
2.17 returned and performed PM on asset: 13258689. tested with success. 1.27 returned to perform a PM on unit but Staff reports that they never received the kit. UPS show delivered but not who recveived the pkg. Need another kit sent out. 12.23 unit had an air leak at base of oxygen connection. Reseated a taped location, tested with success. show staff results. Unit needs a PM kit.
🔍 Technician Findings
air leak
⚠️ Problem Description
The oxygen tank is leaking through a crack asset - 13258689 https://www.ebiotrack.com/workorder.php?wo=70462

Timeline

📞
▶
3 Case Linked Dec 18, 2:31 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01327281
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 18, 2:56 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
🗓️
▶
2 Status: Scheduled Dec 18, 5:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-23T18:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by Tim Holman Dec 23, 12:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 18h
⏱️
2x Labor Added Dec 23, 12:54 PM
Type: Labor
Status: Open
Qty: 2.5, 1
🚗
Travel Added Dec 23, 1:02 PM
Type: Travel
Status: Open
Qty: 95
✔️
Status: Completed by Tim Holman Dec 23, 7:36 PM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 7h 34m, 0m
⚠️ 6.5 business days
📦
▶
2 Parts Requested Dec 31, 10:04 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Incomplete
To: Awaiting Parts
Duration in Previous: 7d 14h
🚨 12.0 business days
🔩
▶
2 2x Parts Added Jan 15, 1:47 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 15d 3h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Jan 21, 2:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-27T18:00:00.000+0000
⚠️ 5.0 business days
⏱️
3x Labor Added Jan 27, 12:56 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2.5, 95
✔️
Status: Completed by Tim Holman Jan 27, 1:21 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 5d 22h, 0m
📦
▶
2 Parts Requested Jan 28, 7:51 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 18h 30m
⚠️ 8.0 business days
🔩
▶
2 2x Parts Added Feb 6, 10:20 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 9d 2h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 9, 4:07 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-17T07:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 10, 10:16 AM
Scheduled For: 2026-02-17T18:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 12, 6:07 PM
Scheduled For: 2026-02-17T17:00:00.000+0000
⏳ 3.7 business days
⏱️
3x Labor Added Feb 17, 1:33 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 1.5, 95
🏁
Status: Closed by Tim Holman Feb 17, 10:59 PM
From: Scheduled
To: Closed
Duration in Previous: 8d 6h
⏳ 3.1 business days
💳
Status: Billing Correction Needed by Diane Patton Feb 20, 10:21 AM
From: Closed
To: Billing Correction Needed
Duration in Previous: 2d 11h
🏁
Status: Closed by Diane Patton Feb 20, 2:24 PM
From: Billing Correction Needed
To: Closed
Duration in Previous: 4h 3m
📄
Status: Ready to Bill by Diane Patton Feb 20, 2:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Mar 4, 1:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 23h
💰
Status: Invoiced by Diane Patton Mar 4, 1:52 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
🧾
Invoice Created Mar 4, 5:29 PM
Invoice Number: SM-255587

Bottlenecks

Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Awaiting Parts
Duration: 12.0 business days (threshold: 3.0 business days)
Exceeded by 9.0 business days
Reschedule
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 8.5 business days (threshold: 1.0 business days)
Exceeded by 7.5 business days

🔗 Related Artifacts

📞
Case 00552906
Closed
📦
Parts Order 00087517
Closed
📦
Parts Order 00089158
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 17, 12:00 PM
Created
Dec 18, 2:33 PM
Invoice #
SM-255587

Work Details (13)

Name Type Status Qty Amount Date
WL-03046257 Labor Open 2.5 $0.00 Dec 23, 12:54 PM
WL-03046258 Labor Open 1 $119.00 Dec 23, 12:54 PM
WL-03046270 Travel Open 95 $275.00 Dec 23, 1:02 PM
WL-03066385 Parts Open 1 $349.65 Jan 15, 1:47 PM
WL-03066386 Expenses Open 1 $31.48 Jan 15, 1:47 PM
WL-03079910 Labor Open 1 $119.00 Jan 27, 12:56 PM
WL-03079909 Labor Open 2.5 $0.00 Jan 27, 12:56 PM
WL-03079911 Travel Open 95 $275.00 Jan 27, 12:56 PM
WL-03095008 Parts Open 1 $349.65 Feb 6, 10:20 AM
WL-03095009 Expenses Open 1 $31.48 Feb 6, 10:20 AM
WL-03108706 Labor Open 2.5 $0.00 Feb 17, 1:33 PM
WL-03108707 Labor Open 1.5 $178.50 Feb 17, 1:33 PM
WL-03108708 Travel Open 95 $275.00 Feb 17, 1:33 PM

Details