Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327676 ↗ ServiceMax

NVA Ethos • Asset Tagging • PSM

📍 Animal Emergency & Referral Associates (AERA) — 975 Bloomfield Ave, West Caldwell NJ, 07006

Dec 22, 2025 → Mar 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (56 biz days late)
Active: 63 biz days
🕐 Clock stopped: Invoiced (Mar 25, 2026)
▶ Clock Running
Status: Created
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Dec 23 → Jan 12, 2026
12 business days (counted)
Running total: 13 of ? biz days used
46d
▶ Clock Running
Status: On Hold
Jan 12 → Mar 19, 2026
46 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 19 → Mar 23, 2026
2 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Entered
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 23 → Mar 24, 2026
1 business day (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 24 → Mar 25, 2026
1 business day (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 63 of ? biz days used
Created: Dec 22, 2025 Invoiced: Mar 25, 2026
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Dec 22 → Dec 22 Created ▶ Running 0 0
Dec 22 → Dec 23 Ready for Scheduling ▶ Running 1 1
Dec 23 → Jan 12 Assigned ▶ Running 12 13
Jan 12 → Mar 19 On Hold ▶ Running 46 59
Mar 19 → Mar 19 Ready for Scheduling ▶ Running 0 59
Mar 19 → Mar 19 Assigned ▶ Running 0 59
Mar 19 → Mar 23 Scheduled ▶ Running 2 61
Mar 23 → Mar 23 Entered ▶ Running 0 61
Mar 23 → Mar 23 Assigned ▶ Running 0 61
Mar 23 → Mar 24 Scheduled ▶ Running 1 62
Mar 24 → Mar 24 Tech On Site ▶ Running 0 62
Mar 24 → Mar 24 Scheduled ▶ Running 0 62
Mar 24 → Mar 25 Tech On Site ▶ Running 1 63
Mar 25 → Mar 25 Tech Off Site ▶ Running 0 63
Dispatch 0.0d
Holding 46.9d (excluded)
Coordinators 19.8d
Field Work 2.4d
Billing 6.4d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
46.9 days
Coordinators
19.8 days
Over SLA
Field Work
2.4 days
Billing
6.4 days
Over SLA
Created: Dec 22, 2025 Due: Jan 30, 2026 Completed: Mar 25, 2026 (53 days late)
📅
63.3 days Total Age
⏱️
46.9d in On Hold Longest Stage
🔄
16 transitions Status Changes
⚠️
19.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 24, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00553585
eBiotrack - New Inspection Created
Closed
Inspection: Asset Tagging https://www.ebiotrack.com/inspection.php?iid=32022
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ethos Scheduling
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327676 (current) Invoiced
Asset Tagging • Mohamed Shareed
Created: Dec 22, 2025 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 236 days old
🚨
Primary Delay 46.9 days stuck in "On Hold"
⏱️
Total Delay 19.2 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
1.4d / 1.0d SLA
Assigned
13.0d / 0.5d SLA
On Hold
46.9d
Scheduled
5.4d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
6.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/25 SRogers: Late closure should NOT count against the tech since he had to wait for another tech to enter his time before he could close.

3/24/26 MShareed- Awaiting assisting tech Ed Arias to enter time so WO can be closed.

3/24/26 MShareed- Andrea Thomas gave specific instructions to only tag specific devices totaling 247 devices.

3/23 KSmith -- Site has 300+ pieces, not the approx 70 we were advised

3/19 KSmith -- Per Rob, site is scheduled for 3/24.

03/19/2026 DNakoff - Please schedule ASAP with Andrea Thomas and copy in ethos facilities. Andrea is traveling and looking to book for either 03/24 or 03/25

ethosfacilities@ethosvet.com


01/12/2025 DNakoff - Customer not ready to schedule. Placing on hold.

1/6 KSmith -- Ethos asked us to hold off on scheduling right now. Teams message to Dylan so he is aware.

1/5 KSmith -- Sent email to Chris to schedule for 1/15

12/29 KSmith -- Sent email to Chris to schedule for 1/15

12/23 KSmith -- Need to schedule for Chris

christopher.mahon@aeravet.com

12/23 KSmith -- Sent email to schedule for 1/15

🔧 Work Performed
Tagged all devices on site per Andrea Thomas request. All work documented in ebiotrack S.O #: 2863429-25473-32022
🔍 Technician Findings
Tagged all devices on site per Andrea Thomas request. All work documented in ebiotrack S.O #: 2863429-25473-32022
⚠️ Problem Description
Inspection: Asset Tagging https://www.ebiotrack.com/inspection.php?iid=32022

Timeline

📞
Case Linked Dec 22, 2:42 PM
Case Number: 00553585
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 22, 4:17 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 23, 10:40 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 22m
🚨 13.0 business days
⏸️
Status: On Hold by Dylan Nakoff Jan 12, 11:43 AM
From: Assigned
To: On Hold
Duration in Previous: 20d 1h
🚨 47.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Mar 19, 9:42 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 65d 20h
👷
▶
3 Status: Assigned Mar 19, 10:33 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Mohamed Shareed
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-24T13:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Mar 23, 10:37 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Edward Arias
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-24T13:00:00.000+0000
🔧
Status: Tech On Site by Mohamed Shareed Mar 24, 8:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 6m
🗓️
Status: Scheduled by Kourtney Smith Mar 24, 3:19 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 6h 33m
👷
Technician Assigned by Kourtney Smith Mar 24, 3:47 PM
Technician: Mohamed Shareed
🔧
Status: Tech On Site by Mohamed Shareed Mar 24, 6:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 50m
⏱️
5x Labor Added Mar 24, 6:51 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 8.25, 1.25, 29, 30
🚗
Status: Tech Off Site by Mohamed Shareed Mar 24, 10:57 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 47m
⏱️
▶
2 3x Labor Added Mar 25, 12:48 AM
3x Labor Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 26
✔️
▶
2 Status: Completed Mar 25, 6:35 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 1m
⚠️
Status: Incomplete by Shawn Rogers Mar 25, 8:17 AM
From: Closed, Incomplete
To: Incomplete, Closed
Duration in Previous: 1h 41m, 0m
📄
Status: Ready to Bill by Diane Patton Mar 25, 4:54 PM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 35m
⚠️ 6.9 business days
📨
▶
2 Status: Invoice Pending Apr 2, 6:00 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 74.7 business days
🧾
Invoice Created Jul 20, 10:18 AM
Invoice Number: SM-258235

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 6.4 business days (threshold: 1.0 business days)
Exceeded by 5.4 business days

🔗 Related Artifacts

📞
Case 00553585
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Asset Tagging
Branch
N/A
Technician
Mohamed Shareed
Scheduled
Mar 24, 9:00 AM
Created
Dec 22, 4:17 PM
Invoice #
SM-258235

Work Details (10)

Name Type Status Qty Amount Date
WL-03157575 Labor Open 1.5 $0.00 Mar 24, 6:51 PM
WL-03157576 Labor Open 8.25 $1,749.30 Mar 24, 6:51 PM
WL-03157577 Labor Open 1.25 $0.00 Mar 24, 6:51 PM
WL-03157578 Travel Open 29 $110.00 Mar 24, 6:51 PM
WL-03157579 Travel Open 30 $0.00 Mar 24, 6:51 PM
WL-03158186 Labor Open 1 $0.00 Mar 25, 12:48 AM
WL-03158184 Labor Open 1 $0.00 Mar 25, 12:48 AM
WL-03158185 Labor Open 7 $1,190.00 Mar 25, 12:48 AM
WL-03158188 Travel Open 26 $0.00 Mar 25, 12:49 AM
WL-03158187 Travel Open 26 $110.00 Mar 25, 12:49 AM

Details