Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01333058 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 MODERN ANIMAL WCRK — 1360 MT DIABLO BLVD, WALNUT CREEK CA, 94596-5101

Jan 7, 2026 → Feb 24, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 12, 2026
✗ SLA Missed (11 biz days late)
Active: 14 biz days
Paused: 19 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Jan 7 → Jan 14, 2026
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 15 → Jan 19, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Feb 9, 2026
14 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: On Hold
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 7 of 3 biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 18, 2026
2 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 10 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 25, 2026
4 business days (counted)
Running total: 14 of 3 biz days used
Created: Jan 7, 2026 Completed: Feb 25, 2026
Business Days Used 14 / 3
0 3d budget +11d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Jan 7 → Jan 7 Created ▶ Running 0 0 / 3
Jan 7 → Jan 14 Awaiting Parts ⏸ Paused 5 —
Jan 14 → Jan 15 Reschedule ▶ Running 1 1 / 3
Jan 15 → Jan 19 Assigned ▶ Running 1 2 / 3
Jan 19 → Jan 20 Scheduled ▶ Running 1 3 / 3
Jan 20 → Jan 20 Tech On Site ▶ Running 0 3 / 3
Jan 20 → Feb 9 Awaiting Parts ⏸ Paused 14 —
Feb 9 → Feb 12 Reschedule ▶ Running 3 6 / 3
Feb 12 → Feb 12 Entered ▶ Running 0 6 / 3
Feb 12 → Feb 13 On Hold ▶ Running 1 7 / 3
Feb 13 → Feb 18 Ready for Scheduling ▶ Running 2 9 / 3
Feb 18 → Feb 18 Assigned ▶ Running 0 9 / 3
Feb 18 → Feb 19 Scheduled ▶ Running 1 10 / 3
Feb 19 → Feb 19 Entered ▶ Running 0 10 / 3
Feb 19 → Feb 19 Assigned ▶ Running 0 10 / 3
Feb 19 → Feb 25 Scheduled ▶ Running 4 14 / 3
Dispatch 0.0d
Material Management 20.2d
Holding 1.4d (excluded)
Coordinators 15.2d
Field Work 0.1d
Billing 3.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
20.2 days
Over SLA
Holding (excluded from total)
1.4 days
Coordinators
15.2 days
Over SLA
Field Work
0.1 days
Billing
3.5 days
Over SLA
Created: Jan 7, 2026 Due: Feb 18, 2026 Completed: Feb 25, 2026 (6 days late)
📅
33.1 days Total Age
⏱️
14.2d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
25.0d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 20, 2026
Visit 2 Feb 24, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556543
<no subject>
Closed
Notes: Pop-off valve leaks. Confirmed via soapy water. midmark VSM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nicole stark
Owner
Virtual Tech
Created
Jan 6, 2026
Work Orders from this Case (1)
WO-01333058 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Jan 7, 2026 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 14.2 days stuck in "Awaiting Parts"
⏱️
Total Delay 25.0 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
Awaiting Parts
20.2d / 3.0d SLA
Reschedule
5.2d / 2.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
On Hold
1.4d
Ready for Scheduling
2.8d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
3.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-18 Mburris called site and set with Raina 2-19 3:30pm

02/13/2026 DNakoff - Updated POC, prefers phone call

2-12 Mburris sent chatter to account manager can't reach POC

2-11 Mburris email sent to POC

2-10 Mburris email sent to POC

2/9/26 RBerry- Updated due date based on parts. Parts delivered on 2/6/26 but WO was not released to ASC until 2/9. Removed delay code.


2-9 Mburris email sent to POC

02/09/2026 JRolston - Part shows delivered on Friday, 2/6, on UPS wb 1ZE444250372162886.


2/3 KHardison: Updated due date.

1ZE444250372162886

Estimated delivery

Friday, February 06, between 9:15 A.M. - 12:15 P.M.


1-19 Mburris called site set W/ Nicole 1-20

1-16 Mburris email sent to POC to set appt looking for 1-20 2:30pm 2nd email sent

1-16 Mburris email sent to POC to set appt

1/15/2026 Sramen - received email from DReynolds connecting with POC Raina asking for scheduling. Added ASC into the email to work on schedule.


1/14/26 SReich

Your shipment

1ZE444250272465202

Estimated delivery

Tomorrow, January 15, between 9:30 A.M. - 1:30 P.M. 

Order No: 748767 Customer PO No: PO015844 Customer: EMSAR Inc Ship To Name: MODERN ANIMAL WCRK Ship To Address: 1360 MT DIABLO BLVD Ship To City/State: WALNUT CREEK, CA 94596-5101 Waybill (Tracking #): 1ZE444250272465202 Carrier: UPS-Air-2nd Day Air The following items have shipped from Midmark Corporation on: 13-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 93805114 SERIAL #: DESCRIPTION: OCCLUSION VALVE W/ SAFETY RELF LINE NO: 2.1 QTY: 2 ITEM: 63200145 SERIAL #: DESCRIPTION: O-RING (568-017) LINE NO: 3.1 QTY: 1 ITEM: 002-1702-00 SERIAL #: DESCRIPTION: VALVE ASSY, APL LINE NO: 4.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT
🔧 Work Performed
1/20 Replaced the pop-off valve assembly and performed a soapy water test to check for leaks. The unit continued to bubble, indicating an air leak. Further inspection revealed the plastic dome beneath the pop-off valve was cracked in two locations. Informed the customer that the plastic dome (Part #92805015) will need to be ordered to complete the repair. Recommended replacing both the pop-off valve assembly and the plastic dome. Before leaving, I removed the new pop-off valve as the vet tech was going to confirm with the manager whether they would like it installed or returned for a refund. 2/24 Replaced plastic dome (Part #92805015) on unit and performed leak test. Unit passed leak test. Also performed a soapy water test and verified there are no visible signs of leaks. Site manager requested replacement of the pop-off valve as well, however they were unable to locate the part at the time of service. She stated that once it is found, they will install it themselves.
🔍 Technician Findings
1/20 Arrived on site to replace the pop-off valve assembly. The shipped parts were given to me by the customer. 2/24 Arrived on site, customer gave me parts that are to be replaced.
⚠️ Problem Description
Notes: Pop-off valve leaks. Confirmed via soapy water. midmark VSM https://www.ebiotrack.com/workorder.php?wo=70705

Timeline

📞
Case Linked Jan 6, 4:43 PM
Case Number: 00556543
Subject: <no subject>
Status: Closed
📋
▶
3 Work Order Created Jan 7, 8:38 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087756
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 6.0 business days
🔩
▶
2 4x Parts Added Jan 14, 5:03 PM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 8h
👷
▶
2 Technician Assigned Jan 15, 12:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 19h 12m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 19, 10:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-20T22:30:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Angel Rios Jan 20, 3:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
🚗
Travel Added Jan 20, 4:06 PM
Type: Travel
Status: Open
Qty: 9
📦
▶
2 Parts Requested Jan 20, 5:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Angel Rios
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 7m
⏱️
3x Labor Added Jan 20, 5:20 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.5, 85
⏱️
Labor Added Jan 20, 7:50 PM
Type: Labor
Status: Open
Qty: 2.5
⏳ 3.5 business days
📦
Parts Requested Jan 23, 2:54 PM
Order: 00088997
Status: Canceled
🚨 12.0 business days
🔩
▶
2 2x Parts Added Feb 9, 9:55 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 19d 16h
⏳ 4.0 business days
🆕
Status: Entered by Michael Burris Feb 12, 3:39 PM
From: Reschedule, Entered
To: Entered, On Hold
Duration in Previous: 3d 5h, 0m
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 13, 12:26 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 20h 46m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Feb 18, 5:41 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5d 5h, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-19T22:30:00.000+0000
⏳ 1.8 business days
🆕
▶
4 Status: Entered Feb 19, 6:37 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Angel Rios
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-24T22:30:00.000+0000, 2026-02-24T22:00:00.000+0000
⏳ 3.7 business days
⏱️
▶
2 2x Labor Added Feb 24, 5:21 PM
2x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.25
🚗
▶
2 2x Travel Added Feb 24, 7:41 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 1h, 0m
⏳ 3.5 business days
📄
Status: Ready to Bill by Diane Patton Feb 27, 2:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 19h
⏳ 4.0 business days
📨
Status: Invoice Pending by Diane Patton Mar 4, 1:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 22h
💰
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

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Awaiting Parts
Duration: 14.2 business days (threshold: 3.0 business days)
Exceeded by 11.2 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00556543
Closed
📦
Parts Order 00087756
Closed
📦
Parts Order 00088702
Closed
📦
Parts Order 00088997
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Angel Rios
Scheduled
Feb 24, 5:00 PM
Created
Jan 7, 8:38 AM
Invoice #
SM-255587

Work Details (16)

Name Type Status Qty Amount Date
WL-03065181 Parts Open 1 $652.05 Jan 14, 5:03 PM
WL-03065182 Parts Open 1 $243.00 Jan 14, 5:03 PM
WL-03065183 Parts Open 2 $1.89 Jan 14, 5:03 PM
WL-03065184 Expenses Open 1 $102.44 Jan 14, 5:03 PM
WL-03072117 Travel Open 9 $110.00 Jan 20, 4:06 PM
WL-03072296 Labor Open 0.75 $0.00 Jan 20, 5:20 PM
WL-03072297 Labor Open 1.5 $178.50 Jan 20, 5:20 PM
WL-03072300 Travel Open 85 $0.00 Jan 20, 5:21 PM
WL-03072541 Labor Open 2.5 $0.00 Jan 20, 7:50 PM
WL-03097468 Parts Open 1 $29.57 Feb 9, 9:55 AM
WL-03097469 Expenses Open 1 $19.92 Feb 9, 9:55 AM
WL-03118280 Labor Open 2 $0.00 Feb 24, 5:21 PM
WL-03118281 Travel Open 55 $275.00 Feb 24, 5:21 PM
WL-03118288 Labor Open 1.25 $148.75 Feb 24, 5:23 PM
WL-03118582 Travel Open 85 $0.00 Feb 24, 7:41 PM
WL-03118581 Labor Open 2.5 $0.00 Feb 24, 7:41 PM

Details