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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327697 ↗ ServiceMax

NVA Ethos • Asset Tagging • PSM

📍 Long Island Veterinary Specialists (LIVS) — 163 South Service Road, Plainview NY, 11803

Dec 22, 2025 → May 18, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (94 biz days late)
Active: 101 biz days
🕐 Clock stopped: Completed (May 18, 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
58d
▶ Clock Running
Status: On Hold
Jan 12 → Apr 6, 2026
58 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 6 → Apr 8, 2026
2 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 8 → Apr 15, 2026
5 business days (counted)
Running total: 78 of ? biz days used
12d
▶ Clock Running
Status: On Hold
Apr 15 → May 1, 2026
12 business days (counted)
Running total: 90 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
May 1 → May 4, 2026
1 business day (counted)
Running total: 91 of ? biz days used
▶ Clock Running
Status: Assigned
May 4 → May 7, 2026
3 business days (counted)
Running total: 94 of ? biz days used
▶ Clock Running
Status: Scheduled
May 7 → May 18, 2026
7 business days (counted)
Running total: 101 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 18 → May 18, 2026
0 business days (counted)
Running total: 101 of ? biz days used
Created: Dec 22, 2025 Completed: May 18, 2026
Show SLA Clock Detail (11 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 → Apr 6 On Hold ▶ Running 58 71
Apr 6 → Apr 8 Ready for Scheduling ▶ Running 2 73
Apr 8 → Apr 15 Assigned ▶ Running 5 78
Apr 15 → May 1 On Hold ▶ Running 12 90
May 1 → May 4 Ready for Scheduling ▶ Running 1 91
May 4 → May 7 Assigned ▶ Running 3 94
May 7 → May 18 Scheduled ▶ Running 7 101
May 18 → May 18 Tech On Site ▶ Running 0 101
Dispatch 0.0d
Holding 71.5d (excluded)
Coordinators 36.6d
Field Work 0.9d
Billing 12.4d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
71.5 days
Coordinators
36.6 days
Over SLA
Field Work
0.9 days
Billing
12.4 days
Over SLA
Created: Dec 22, 2025 Due: Jun 22, 2026 Completed: May 18, 2026 (35 days early)
📅
101.2 days Total Age
⏱️
58.9d in On Hold Longest Stage
🔄
14 transitions Status Changes
⚠️
41.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553606
eBiotrack - New Inspection Created
Closed
Inspection: Asset Tagging https://www.ebiotrack.com/inspection.php?iid=32033
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ethos Scheduling
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327697 (current) Invoiced
Asset Tagging • Mohamed Shareed
Created: Dec 22, 2025 • Closed: May 18, 2026
Completed with significant delays
Invoiced • 236 days old
🚨
Primary Delay 58.9 days stuck in "On Hold"
⏱️
Total Delay 41.8 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
5.9d / 1.0d SLA
Assigned
22.8d / 0.5d SLA
On Hold
71.5d
Scheduled
7.9d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
12.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
5/7 KSmith -- Scheduled for 5/18 with site. 9-11am

5/6 KSmith -- Sent email to schedule for 5/18

5/4 KSmith -- Sent email to schedule for 5/18

04/15/2026 DNakoff - On Hold until MWI releases

4/15 KSmith -- Sent email to schedule for 4/27

4/13 KSmith -- Sent email to schedule for 4/27

4/9 KSmith -- Sent email to schedule for 4/27

4/8 KSmith -- Teams message to Rob to see if the Ethos sites already have dates they wanted schedule for or if ASC needs to reach out to schedule

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 -- Followed up with Michael to schedule for 1/16

12/29 KSmith -- Michael was not sure what this was for. Advised its part of the contract we have with NVA Ethos and we are to tag the equipment. Sent a sample of equipment that we inspect to Michael so they have an idea of what we would be checking

12/29 KSmith -- Sent email to Brian to schedule for 1/8

12/23 KSmith -- Need to schedule with Brian

bmckenna@livs.org

12/23 KSmith -- Sent email to schedule for 1/8

🔧 Work Performed
Completed asset tagging per work instructions. All work documented in ebiotrack S.O #: 2863429-25475-32033
🔍 Technician Findings
Completed asset tagging per work instructions. All work documented in ebiotrack S.O #: 2863429-25475-32033
⚠️ Problem Description
Inspection: Asset Tagging Inspection Description: TAG MRI AND ALL EQUIPMENT IN MRI ROOM TAG XRAY AND ALL EQUIPMENT IN XRAY ROOM TAG LINAC AND ALL EQUIPMENT IN LINAC ROOM TAG CT AND ALL EQUIPMENT IN CT ROOM DO NOT TAG ANYTHING OUTSIDE OF THESE ROOMS DO NOT TAG IDEX DO NOT TAG PULSE OXIMETER DO NOT TAG SNYDER https://www.ebiotrack.com/inspection.php?iid=32033

Timeline

📞
Case Linked Dec 22, 3:11 PM
Case Number: 00553606
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 22, 5:32 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: 17h 8m
🚨 13.0 business days
⏸️
Status: On Hold by Dylan Nakoff Jan 12, 11:57 AM
From: Assigned
To: On Hold
Duration in Previous: 20d 1h
🚨 59.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Apr 6, 2:18 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 84d 1h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Apr 8, 1:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 22h
⚠️ 6.0 business days
⏸️
Status: On Hold by Dylan Nakoff Apr 15, 3:12 PM
From: Assigned
To: On Hold
Duration in Previous: 7d 2h
🚨 13.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff May 1, 9:58 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 15d 18h
⏳ 2.0 business days
👷
▶
2 Technician Assigned May 4, 12:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 2h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled May 7, 12:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-05-18T13:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Mohamed Shareed May 18, 9:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 20h
⏱️
▶
2 4x Labor Added May 18, 4:31 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 19m, 0m
⏳ 1.9 business days
📄
Status: Ready to Bill by Diane Patton May 19, 5:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 12.9 business days
📨
▶
2 Status: Invoice Pending Jun 5, 10:38 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 30.0 business days
🧾
Invoice Created Jul 20, 10:14 AM
Invoice Number: SM-264078

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Assigned
Duration: 5.9 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days
Scheduled
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 12.4 business days (threshold: 1.0 business days)
Exceeded by 11.4 business days

🔗 Related Artifacts

📞
Case 00553606
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Asset Tagging
Branch
N/A
Technician
Mohamed Shareed
Scheduled
May 18, 9:00 AM
Created
Dec 22, 5:32 PM
Invoice #
SM-264078

Work Details (4)

Name Type Status Qty Amount Date
WL-03230448 Labor Open 1.25 $0.00 May 18, 4:31 PM
WL-03230449 Labor Open 2.25 $695.00 May 18, 4:31 PM
WL-03230450 Travel Open 28 $110.00 May 18, 4:31 PM
WL-03230451 Expenses Open 1 $0.00 May 18, 4:31 PM

Details