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WO-01340435 ↗ ServiceMax

Care Vet • Virtual Tech - Field Repair • P3

📍 Rocky River Animal Hospital — 2573 Wooster Rd, Rocky River OH,  44116

Jan 28, 2026 → Feb 15, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 2, 2026
✗ SLA Missed (6 biz days late)
Active: 9 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 3, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 6, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 16, 2026
5 business days (counted)
Running total: 9 of 3 biz days used
Created: Jan 28, 2026 Completed: Feb 16, 2026
Business Days Used 9 / 3
0 3d budget +6d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0 / 3
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 0 / 3
Jan 28 → Jan 28 Assigned ▶ Running 0 0 / 3
Jan 28 → Feb 3 Scheduled ▶ Running 4 4 / 3
Feb 3 → Feb 6 Awaiting Parts ⏸ Paused 3 —
Feb 6 → Feb 6 Reschedule ▶ Running 0 4 / 3
Feb 6 → Feb 6 Entered ▶ Running 0 4 / 3
Feb 6 → Feb 6 Assigned ▶ Running 0 4 / 3
Feb 6 → Feb 16 Scheduled ▶ Running 5 9 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 10.0d
Billing 10.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
10.0 days
Over SLA
Billing
10.8 days
Over SLA
Created: Jan 28, 2026 Due: Feb 12, 2026 Completed: Feb 16, 2026 (3 days late)
📅
12.6 days Total Age
⏱️
10.8d in Ready to Bill Longest Stage
🔄
11 transitions Status Changes
⚠️
17.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 2, 2026
Visit 2 Feb 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562991
<no subject>
Closed
Our dental machine has a leak somewhere and dripping water everywhere Model: Midmark - 8000-007 Model Type: Dental Delivery Unit Custom Field: Notes: Asset ID: 13165354
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alicia Diamond
Owner
Virtual Tech
Created
Jan 28, 2026
Work Orders from this Case (1)
WO-01340435 (current) Invoiced
Virtual Tech - Field Repair • Brandon Green
Created: Jan 28, 2026 • Closed: Feb 15, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 10.8 days stuck in "Ready to Bill"
⏱️
Total Delay 17.1 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
0.1d / 0.5d SLA
Scheduled
9.3d / 2.0d SLA
Awaiting Parts
4.0d / 3.0d SLA
Reschedule
0.2d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
10.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/7/26 RBerry- Updated delay code. From 3C to 2D due to internal notes.


2/6/2026 CRamen spoke with Alicia and she requested Friday 2/13/2026 with tech arrival between 8-10am


2/6/2026 CRamen parts delivered yesterday


02/05/2026 EMartin

Order No: 753232


Customer PO No: PO016098


Customer: EMSAR Inc




  


Ship To Name: Rocky River Animal Hospital


Ship To Address: 2573 Wooster Road Part Order 89549/PO016098   


Ship To City/State: Rocky River, OH 44116


Waybill (Tracking #): 1ZE444250344925211


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 04-FEB-2026


  


LINE NO: 1.1 QTY: 2 ITEM: 117698 SERIAL #: DESCRIPTION: CHECK VALVE K


LINE NO: 2.1 QTY: 2 ITEM: 016-1362-00 SERIAL #: DESCRIPTION: O-RING, SWIVEL ADAPTER


LINE NO: 3.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


1/28/2026 CRamen scheduled for Monday 2/2/2026 with tech arrival between 1-3pm logged email


1/28/2026 CRamen left a vm for a returned call to schedule for Monday 2/2/2026 with tech arrival between 1-3pm. Logged email. Placeholder set

🔧 Work Performed
Polisher gasket worn, water bottle check valves worn. 2/13/2026 BG replaced polisher gasket x1, water check valves x2 tested unit unit working as intended and placed back into service
🔍 Technician Findings
Water leaking from polisher handpiece. Water leaking from water bottle check valves.
⚠️ Problem Description
Our dental machine has a leak somewhere and dripping water everywhere Model: Midmark - 8000-007 Model Type: Dental Delivery Unit Custom Field: Notes: Asset ID: 13165354 https://www.ebiotrack.com/workorder.php?wo=71210
📄 Description
Vet Pro 1000

Timeline

📞
Case Linked Jan 28, 1:54 PM
Case Number: 00562991
Subject: <no subject>
Status: Closed
📋
Work Order Created Jan 28, 2:19 PM
Work Order: WO-01340435
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Wendy Argueta Jan 28, 2:27 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
2 Technician Assigned Jan 28, 5:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 59m
📅
▶
2 Dispatch Scheduled Jan 28, 6:01 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 35m
⏳ 3.7 business days
⏱️
5x Labor Added Feb 2, 8:34 PM
Type: Labor, Travel
Status: Open
Qty: 0.83333333333333, 0.75, 1, 45, 50
📦
▶
2 Parts Requested Feb 2, 8:40 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dustin Antolin
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 2h
⏳ 4.4 business days
🔩
▶
2 3x Parts Added Feb 6, 9:22 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 12h
🆕
▶
4 Status: Entered Feb 6, 11:18 AM
Status: Entered → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Brandon Green
👷
Status: Assigned by Charles Ramen
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 3m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-13T13:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Feb 6, 11:25 AM
Scheduled For: 2026-02-13T13:30:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 3x Labor Added Feb 15, 8:56 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 9d 9h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 18, 12:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
🚨 11.0 business days
📨
Status: Invoice Pending by Diane Patton Mar 4, 1:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 1h
💰
Status: Invoiced by Diane Patton Mar 4, 1:52 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🧾
Invoice Created Mar 4, 5:29 PM
Invoice Number: SM-255587

Bottlenecks

Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 10.8 business days (threshold: 1.0 business days)
Exceeded by 9.8 business days

🔗 Related Artifacts

📞
Case 00562991
Closed
📦
Parts Order 00089549
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Brandon Green
Scheduled
Feb 13, 8:30 AM
Created
Jan 28, 2:19 PM
Invoice #
SM-255587

Work Details (11)

Name Type Status Qty Amount Date
WL-03088802 Labor Open 0.83333333333333 $0.00 Feb 2, 8:34 PM
WL-03088803 Labor Open 0.75 $89.25 Feb 2, 8:34 PM
WL-03088804 Labor Open 1 $0.00 Feb 2, 8:34 PM
WL-03088805 Travel Open 45 $110.00 Feb 2, 8:34 PM
WL-03088806 Travel Open 50 $0.00 Feb 2, 8:34 PM
WL-03094908 Parts Open 2 $34.56 Feb 6, 9:22 AM
WL-03094909 Parts Open 2 $82.32 Feb 6, 9:22 AM
WL-03094910 Expenses Open 1 $19.09 Feb 6, 9:22 AM
WL-03106628 Labor Open 2 $0.00 Feb 15, 8:56 PM
WL-03106629 Labor Open 1 $119.00 Feb 15, 8:56 PM
WL-03106630 Travel Open 95 $275.00 Feb 15, 8:56 PM

Details