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WO-01329396 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Clinic - PVT — 12775 Millennium Dr, Los Angeles CA, 90094

Jan 5, 2026 → Feb 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 8, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Paused: 17 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 7, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 7, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 7 → Jan 10, 2026
2 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Jan 10 → Jan 10, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Incomplete
Jan 10 → Jan 10, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Jan 10 → Jan 10, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
2d
▶ Clock Running
Status: Closed
Jan 10 → Jan 13, 2026
2 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Incomplete
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Jan 13 → Feb 6, 2026
17 business days (not counted)
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 7, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 7 → Feb 7, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Jan 5, 2026 Completed: Feb 7, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0 / 3
Jan 5 → Jan 5 Ready for Scheduling ▶ Running 0 0 / 3
Jan 5 → Jan 7 Assigned ▶ Running 2 2 / 3
Jan 7 → Jan 10 Scheduled ▶ Running 2 4 / 3
Jan 10 → Jan 10 Completed ▶ Running 0 4 / 3
Jan 10 → Jan 10 Incomplete ▶ Running 0 4 / 3
Jan 10 → Jan 10 Completed ▶ Running 0 4 / 3
Jan 10 → Jan 13 Closed ▶ Running 2 6 / 3
Jan 13 → Jan 13 Incomplete ▶ Running 0 6 / 3
Jan 13 → Feb 6 Awaiting Parts ⏸ Paused 17 —
Feb 6 → Feb 7 Scheduled ▶ Running 0 6 / 3
Feb 7 → Feb 7 Tech On Site ▶ Running 0 6 / 3
Dispatch 0.0d
Material Management 18.0d
Coordinators 5.3d
Field Work 1.0d
Incomplete 0.0d (excluded)
Billing 15.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.0 days
Over SLA
Coordinators
5.3 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
0.0 days
Billing
15.8 days
Over SLA
Created: Jan 5, 2026 Due: Jan 8, 2026 Completed: Feb 9, 2026 (31 days late)
📅
24.5 days Total Age
⏱️
18.0d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
33.8d over Total Delay
📦
1 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 Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 9, 2026
Visit 2 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556077
<no subject>
Closed
Troubleshoot: Knob sticking, unable to advance slide Model: Unico - G380 LED Model Type: Microscope Asset ID: 13128518 Site: Modern Animal Hospital - Modern Animal Clinic - PVT<https://www.ebiotrack.com/sites.php?sid=21293> Serial #: G380L2024036
Priority
Standard
Origin
Email
Reason
New Case
Contact
Margarita Lonzo
Owner
Virtual Tech
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329396 (current) Invoiced
Virtual Tech - Field Repair • Omar Serrano
Created: Jan 5, 2026 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 18.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 33.8 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
0.1d / 1.0d SLA
Assigned
2.5d / 0.5d SLA
Scheduled
2.7d / 2.0d SLA
Closed
4.3d / 1.0d SLA
Incomplete
0.0d
Awaiting Parts
18.0d / 3.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
1.0d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
15.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-6  Mburris called site and set with Margarita 2-6 2pm

1-7 Mburris called site and set with Margarita 1-9 tech is working out of area pushed to 1-9

🔧 Work Performed
trouble shoot,inspect,found worn gears on both sides to side to side movement when turning the knob,side to side movement does not work correctly,took pictures and attached to the work order,emsar L2 will review and provide estimate for repair per parts availability. 2/6 (omar) Arrived on site and checked in with front host, who then escorted me to the back where unit located. began by removing current gear system from stage. once installed new gear system tested stage movement and made adjustments as some needed. Had customer inspect work and confirmed functioning stage again.
🔍 Technician Findings
gears to knob that controls the side to side are worn not allowing correct side to side movement
⚠️ Problem Description
Troubleshoot: Knob sticking, unable to advance slide Model: Unico - G380 LED Model Type: Microscope Asset ID: 13128518 Site: Modern Animal Hospital - Modern Animal Clinic - PVT Serial #: G380L2024036 https://www.ebiotrack.com/workorder.php?wo=70666

Timeline

📞
Case Linked Jan 5, 1:33 PM
Case Number: 00556077
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Jan 5, 2:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Jan 5, 3:13 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Rene Yescas
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 7, 5:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-09T22:00:00.000+0000
⏳ 2.8 business days
⏱️
5x Labor Added Jan 9, 7:02 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 45
✔️
Status: Completed by Rene Yescas Jan 9, 7:07 PM
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 2d 1h, 0m
⏳ 2.6 business days
⚠️
Status: Incomplete by Wendy Argueta Jan 13, 9:10 AM
From: Closed
To: Incomplete
Duration in Previous: 3d 14h
📦
▶
2 Parts Requested Jan 13, 9:19 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 9m
🚨 18.0 business days
👷
▶
3 Technician Assigned Feb 6, 2:10 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Awaiting Parts
To: Scheduled
Duration in Previous: 24d 4h
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-06T22:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 6, 2:15 PM
Scheduled For: 2026-02-06T22:01:00.000+0000, 2026-02-06T23:00:00.000+0000, 2026-02-06T19:00:00.000+0000, 2026-02-06T20:00:00.000+0000
🔧
Status: Tech On Site by Omar Serrano Feb 6, 9:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7h 9m
⏱️
3x Labor Added Feb 6, 11:14 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 1, 114
✔️
Status: Completed by Omar Serrano Feb 6, 11:21 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 2m
⏳ 1.1 business days
🏁
Status: Closed by Omar Serrano Feb 9, 10:18 AM
From: Completed
To: Closed
Duration in Previous: 2d 10h
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Diane Patton Feb 10, 10:37 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 0h
🔩
▶
2 Parts Added Feb 10, 10:55 AM
Parts Added → Status: Closed
🏁
Status: Closed by Omar Serrano
From: WO Correction Needed
To: Closed
Duration in Previous: 18m
💵
▶
2 Expenses Added Feb 10, 1:11 PM
Expenses Added → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 2h 16m
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Mar 4, 1:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22d 0h
💰
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

Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.7 business days (threshold: 1.0 business days)
Exceeded by 14.7 business days

🔗 Related Artifacts

📞
Case 00556077
Closed
📦
Parts Order 00088147
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Omar Serrano
Scheduled
Feb 6, 3:00 PM
Created
Jan 5, 2:41 PM
Invoice #
SM-255587

Work Details (10)

Name Type Status Qty Amount Date
WL-03060312 Labor Open 1 $0.00 Jan 9, 7:02 PM
WL-03060313 Labor Open 1 $119.00 Jan 9, 7:02 PM
WL-03060314 Labor Open 1.5 $0.00 Jan 9, 7:02 PM
WL-03060315 Travel Open 45 $110.00 Jan 9, 7:02 PM
WL-03060316 Travel Open 45 $0.00 Jan 9, 7:02 PM
WL-03096402 Labor Open 2.25 $0.00 Feb 6, 11:14 PM
WL-03096403 Labor Open 1 $119.00 Feb 6, 11:14 PM
WL-03096404 Travel Open 114 $275.00 Feb 6, 11:14 PM
WL-03098974 Parts Open 2 $140.08 Feb 10, 10:55 AM
WL-03099191 Expenses Open 1 $28.56 Feb 10, 1:11 PM

Details