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WO-01338362 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

📍 Modern Animal Santa Monica — 2828 Santa Monica Blvd, Santa Monica CA, 90404

Jan 19, 2026 → Apr 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 22, 2026
✗ SLA Missed (60 biz days late)
Active: 63 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Apr 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 24, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Jan 24 → Jan 29, 2026
4 business days (counted)
Running total: 8 of 3 biz days used
22d
▶ Clock Running
Status: Reschedule
Jan 29 → Mar 3, 2026
22 business days (counted)
Running total: 30 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 30 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 3 → Mar 6, 2026
3 business days (counted)
Running total: 33 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 33 of 3 biz days used
21d
▶ Clock Running
Status: Incomplete
Mar 6 → Apr 6, 2026
21 business days (counted)
Running total: 54 of 3 biz days used
▶ Clock Running
Status: Reschedule
Apr 6 → Apr 6, 2026
0 business days (counted)
Running total: 54 of 3 biz days used
9d
▶ Clock Running
Status: Assigned
Apr 6 → Apr 17, 2026
9 business days (counted)
Running total: 63 of 3 biz days used
Created: Jan 19, 2026 Completed: Apr 17, 2026
Business Days Used 63 / 3
0 3d budget +60d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0 / 3
Jan 19 → Jan 19 Ready for Scheduling ▶ Running 0 0 / 3
Jan 19 → Jan 19 Assigned ▶ Running 0 0 / 3
Jan 19 → Jan 24 Scheduled ▶ Running 4 4 / 3
Jan 24 → Jan 29 Completed ▶ Running 4 8 / 3
Jan 29 → Mar 3 Reschedule ▶ Running 22 30 / 3
Mar 3 → Mar 3 Assigned ▶ Running 0 30 / 3
Mar 3 → Mar 6 Scheduled ▶ Running 3 33 / 3
Mar 6 → Mar 6 Completed ▶ Running 0 33 / 3
Mar 6 → Apr 6 Incomplete ▶ Running 21 54 / 3
Apr 6 → Apr 6 Reschedule ▶ Running 0 54 / 3
Apr 6 → Apr 17 Assigned ▶ Running 9 63 / 3
Coordinators 40.5d
Field Work 4.5d
Incomplete 21.0d (excluded)
Billing 11.4d
✗ SLA Missed
Coordinators
40.5 days
Over SLA
Field Work
4.5 days
Over SLA
Incomplete (excluded from total)
21.0 days
Billing
11.4 days
Over SLA
Created: Jan 19, 2026 Due: Apr 17, 2026 Completed: Apr 18, 2026 (on time)
📅
63.0 days Total Age
⏱️
23.0d in Reschedule Longest Stage
🔄
15 transitions Status Changes
⚠️
46.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Jan 23, 2026
Visit 2 Mar 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559915
OR Light
Closed
Troubleshoot Model: Medical Illumination Inc - MI750 Model Type: Exam Light Custom Field: Notes: Asset ID: 13078801 Site: Modern Animal Hospital - Modern Animal Santa Monica Department:Depreciation Start Date:Physical Location: SurgeryDepreciation Term: yrsSerial #: 12230745 Will not power on/ working in our OR suite. Assession # 13078801. Can I get a technician to come out and look at it?
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mary Rosales
Owner
Virtual Tech
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01338362 (current) Invoiced
Virtual Tech - Field Repair • Rene Yescas
Created: Jan 19, 2026 • Closed: Apr 18, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 23.0 days stuck in "Reschedule"
⏱️
Total Delay 46.5 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
10.0d / 0.5d SLA
Scheduled
7.2d / 2.0d SLA
Completed
4.5d / 1.0d SLA
Reschedule
23.3d / 2.0d SLA
Incomplete
21.0d
Closed
1.0d / 1.0d SLA
Ready to Bill
11.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/17/26 lcoonrod follow up in case 00587451

4-13 Mburris sent chatter to account manager / email from POC that tech is no longer needed ......Hi Michael

thank you for reaching out

The lights were fixed by an electrician


4-10 Mburris email sent to POC Mary Rosales looking for 4-14 with an arrival window between 9am and 10:30am.

04/06/2026 DNakoff - Per Joe Whalen, we need to further troubleshoot with lack of information from first visit.

3-3 Mburris email from POC to set Mary 3-6 10am

3-3 Mburris email sent to POC

2/19/26 RBerry- Per chatter from NWillick, this WO will need to be rescheduled.


2/18/26 RBerry- Chattered: @Rene Yescas​ Are additional parts needed for this repair? Or are they wanting you to swap the light heads with another light at the site? @Nicholas Willick​ @David Carvalho​ 


2/7/26 RBerry- Chattered:

@[Rene Yescas]​ Are additional parts needed for this repair? @[Nicholas Willick]​ 


1-19 Mburris called site set w/ Mary (866) 505-8755 for 1-20

1-19 Mburris email sent to POC

🔧 Work Performed
1/23/26 trouble shoot,spoke with emsar tech support,tried calling the manufacture serveral times and emailed as well,received return email from the manufacture later in the day,manufacture is asking to return to sight and swap light heads. 3/6/2026 Conducted troubleshooting and confirmed the dimming issue persists after swapping components. Attempted to contact the manufacturer (Medical Illumination Inc.) via telephone on multiple occasions to expedite the order. As there was no response by phone, a formal follow-up has been sent via email to secure the necessary parts.
🔍 Technician Findings
light head does turn on but not completely
⚠️ Problem Description
Troubleshoot Light not power on. Model: Medical Illumination Inc - MI750 Model Type: Exam Light Custom Field: Notes: Asset ID: 13078801 Site: Modern Animal Hospital - Modern Animal Santa Monica Department:Depreciation Start Date:Physical Location: SurgeryDepreciation Term: yrsSerial #: 12230745 Will not power on/ working in our OR suite. Assession # 13078801. Can I get a technician to come out and look at it? https://www.ebiotrack.com/workorder.php?wo=70991
📄 Description
Higi Green Kiosk with Optconnect Modem installed

Timeline

📞
Case Linked Jan 16, 4:22 PM
Case Number: 00559915
Subject: OR Light
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Jan 19, 7:53 AM
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 Technician Assigned Jan 19, 10:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 40m
🗓️
▶
2 Status: Scheduled Jan 19, 11:03 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-20T17:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Jan 19, 4:59 PM
Scheduled For: 2026-01-23T17:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 5x Labor Added Jan 23, 8:26 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rene Yescas
From: Scheduled
To: Completed
Duration in Previous: 4d 9h
⏳ 3.4 business days
🔄
Status: Reschedule by Rene Yescas Jan 28, 10:59 PM
From: Completed
To: Reschedule
Duration in Previous: 5d 2h
🚨 23.1 business days
👷
▶
4 Technician Assigned Mar 3, 5:43 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 33d 18h
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-06T18:00:00.000+0000
⏳ 3.8 business days
⏱️
▶
2 3x Labor Added Mar 6, 6:58 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 3d 1h, 0m
🚨 21.6 business days
🔄
Status: Reschedule by Dylan Nakoff Apr 6, 8:33 AM
From: Incomplete
To: Reschedule
Duration in Previous: 30d 12h
👷
▶
2 Technician Assigned Apr 6, 10:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 2h 24m
🚨 10.0 business days
✔️
Status: Completed by Rhea Berry Apr 17, 11:34 AM
From: Assigned
To: Completed
Duration in Previous: 11d 0h
⏳ 1.0 business days
🏁
Status: Closed by Rene Yescas Apr 18, 12:12 PM
From: Completed
To: Closed
Duration in Previous: 1d 0h
⏳ 1.0 business days
📄
Status: Ready to Bill by Diane Patton Apr 20, 5:11 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 4h
🚨 11.9 business days
📨
Status: Invoice Pending by Diane Patton May 5, 10:39 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 17h
🧾
▶
2 Invoice Created May 5, 10:46 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Completed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Reschedule
Duration: 23.0 business days (threshold: 2.0 business days)
Exceeded by 21.0 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Ready to Bill
Duration: 11.4 business days (threshold: 1.0 business days)
Exceeded by 10.4 business days

🔗 Related Artifacts

📞
Case 00559915
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Rene Yescas
Scheduled
N/A
Created
Jan 19, 7:53 AM
Invoice #
SM-260978

Work Details (8)

Name Type Status Qty Amount Date
WL-03077489 Labor Open 2 $0.00 Jan 23, 8:26 PM
WL-03077490 Labor Open 2 $238.00 Jan 23, 8:26 PM
WL-03077491 Labor Open 2 $0.00 Jan 23, 8:26 PM
WL-03077492 Travel Open 50 $110.00 Jan 23, 8:26 PM
WL-03077493 Travel Open 50 $0.00 Jan 23, 8:26 PM
WL-03134458 Labor Open 2 $0.00 Mar 6, 6:58 PM
WL-03134459 Labor Open 2 $238.00 Mar 6, 6:58 PM
WL-03134460 Travel Open 50 $110.00 Mar 6, 6:58 PM

Details