Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339207 ↗ ServiceMax

Modern Animal Hospital • Virtual Tech - Field Repair • P3

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

Jan 22, 2026 → Jan 26, 2026

✅ Completed
P3 3 business days from creation
Target: Jan 27, 2026
🕐 Clock stopped: Completed (Jan 26)
✓ SLA Met
Dispatch 0.0d
Coordinators 3.3d
Field Work 0.3d
Billing 6.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.3 days
Over SLA
Field Work
0.3 days
Billing
6.2 days
Over SLA
Created: Jan 22, 2026 Due: Jan 27, 2026 Completed: Jan 27, 2026 (on time)
📅
3.2 days Total Age
⏱️
6.2d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
6.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561169
Modern Animal, Walnut Creek-Bair hugger issue
Closed
Hello, Our bair hugger is over heating and the sensor goes off every single time we have used it these last 3 procedures. We have clean out the filter on the bottom, but it still does not work. Can someone help us troubleshoot it? (see pics attached) Thank you, Raina Jung Modern Animal <http://modernanimal.com/> Clinic Manager 1360 Mt.Diablo Blvd. Walnut Creek, CA 94596
Priority
Standard
Origin
Email
Reason
New Case
Contact
Raina Jung
Owner
Virtual Tech
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339207 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Jan 22, 2026 • Closed: Jan 26, 2026
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 6.2 days stuck in "Ready to Bill"
⏱️
Total Delay 6.1 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
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-22 Mburris called site spoke with Raina Jung and set for 1-26 2pm

🔧 Work Performed
HEPA filter inspected and found to be dirty. Customer approved replacement using my trunk stock due to no filters available on site. Unit operated for approximately 30 minutes at forty-five degrees Celsius with normal airflow and heating verified. Filter indicator remains illuminated. I will follow up with the manufacturer regarding reset guidance and review this with the customer at my next visit.
🔍 Technician Findings
Confirmed unit has an issue with airflow restriction, temperature seems normal.
⚠️ Problem Description
Troubleshoot Patient Warming System Temp issue. https://www.ebiotrack.com/workorder.php?wo=71074

Timeline

📞
Case Linked Jan 21, 7:04 PM
Case Number: 00561169
Subject: Modern Animal, Walnut Creek-Bair hugger issue
Status: Closed
📋
▶
2 Work Order Created Jan 22, 8:32 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Jan 22, 11:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 20m
🗓️
▶
2 Status: Scheduled Jan 22, 12:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-26T22:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Angel Rios Jan 26, 6:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 6h
🔩
5x Parts Added Jan 26, 6:34 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 1.5, 18, 85
✔️
Status: Completed by Angel Rios Jan 26, 6:41 PM
From: Tech On Site
To: Completed
Duration in Previous: 32m
⏱️
▶
2 2x Labor Added Jan 26, 8:40 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 2h 0m
📄
Status: Ready to Bill by Diane Patton Jan 27, 5:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 29m
⚠️ 6.8 business days
📨
▶
2 Status: Invoice Pending Feb 4, 4:10 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Feb 6, 6:47 PM
Invoice Number: SM-252986

Bottlenecks

Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.0 business hours
Ready to Bill
Duration: 6.2 business days (threshold: 1.0 business days)
Exceeded by 5.2 business days

🔗 Related Artifacts

📞
Case 00561169
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Angel Rios
Scheduled
Jan 26, 5:30 PM
Created
Jan 22, 8:32 AM
Invoice #
SM-252986

Work Details (7)

Name Type Status Qty Amount Date
WL-03079376 Parts Open 1 $144.00 Jan 26, 6:34 PM
WL-03079377 Labor Open 1 $0.00 Jan 26, 6:34 PM
WL-03079378 Labor Open 1.5 $178.50 Jan 26, 6:34 PM
WL-03079379 Travel Open 18 $110.00 Jan 26, 6:34 PM
WL-03079380 Travel Open 85 $0.00 Jan 26, 6:34 PM
WL-03079470 Labor Open 2.25 $0.00 Jan 26, 8:40 PM
WL-03079471 Expenses Open 1 $0.00 Jan 26, 8:40 PM

Details