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WO-01340700 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Virtual Tech - Field Repair • P3

📍 Lovet Pet Health Care - Sarival Animal Hospital - 8020 — 960 S. Sarival Avenue, Suite 100, Goodyear AZ, 85338

Jan 29, 2026 → Mar 16, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 3, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 27 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Jan 29 → Feb 3, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
⏸27d
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Mar 16, 2026
27 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 17, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
Created: Jan 29, 2026 Completed: Mar 17, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 3
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0 / 3
Jan 29 → Feb 3 Assigned ▶ Running 3 3 / 3
Feb 3 → Feb 4 Scheduled ▶ Running 1 4 / 3
Feb 4 → Feb 4 Tech On Site ▶ Running 0 4 / 3
Feb 4 → Feb 4 Incomplete ▶ Running 0 4 / 3
Feb 4 → Feb 4 Completed ▶ Running 0 4 / 3
Feb 4 → Mar 16 Awaiting Parts ⏸ Paused 27 —
Mar 16 → Mar 16 Reschedule ▶ Running 0 4 / 3
Mar 16 → Mar 17 Scheduled ▶ Running 1 5 / 3
Mar 17 → Mar 17 Tech Off Site ▶ Running 0 5 / 3
Mar 17 → Mar 17 Tech On Site ▶ Running 0 5 / 3
Dispatch 0.0d
Material Management 27.4d
Coordinators 7.2d
Field Work 0.3d
Incomplete 0.2d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
27.4 days
Over SLA
Coordinators
7.2 days
Over SLA
Field Work
0.3 days
Incomplete (excluded from total)
0.2 days
Billing
0.0 days
Created: Jan 29, 2026 Due: Feb 10, 2026 Completed: Mar 17, 2026 (34 days late)
📅
32.2 days Total Age
⏱️
27.4d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
29.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 4, 2026
Visit 2 Mar 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560081
QR Scan
Closed
Needs new lightbulbs. Half of them are out and the bulbs that are working are a blue tinged color
Priority
Standard
Origin
Email
Reason
New Case
Contact
tegan weese
Owner
Virtual Tech
Created
Jan 19, 2026
Work Orders from this Case (2)
WO-01338379 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 19, 2026 • Closed: Feb 2, 2026
WO-01340700 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Jan 29, 2026 • Closed: Mar 16, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 27.4 days stuck in "Awaiting Parts"
⏱️
Total Delay 29.8 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
0.0d / 1.0d SLA
Assigned
3.9d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Completed
0.2d / 1.0d SLA
Incomplete
0.2d
Awaiting Parts
27.4d / 3.0d SLA
Reschedule
0.4d / 2.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/29 KKelch sent Tegan an email for scheduling

🔧 Work Performed
2/4/26 Evaluated unit. Contacted MI and waited for a call back. Discussed issue and tested, they provided part numbers in a photo attached here . 3/16/26 All parts replaced and light fully functional
🔍 Technician Findings
4 of 8 lights out, 3 have turned blue
⚠️ Problem Description
Needs new lightbulbs. Half of them are out and the bulbs that are working are a blue tinged color https://www.ebiotrack.com/workorder.php?wo=71239

Timeline

📞
Case Linked Jan 19, 8:28 AM
Case Number: 00560081
Subject: QR Scan
Status: Closed
⚠️ 8.0 business days
📋
▶
2 Work Order Created Jan 29, 11:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Jan 29, 11:59 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 3, 1:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-04T20:00:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Feb 4, 12:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 5m
🚗
▶
2 5x Travel Added Feb 4, 1:51 PM
5x Travel Added → Status: Incomplete
⚠️
Status: Incomplete by Tyler Bollman
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 1h 33m, 0m
📦
▶
2 Parts Requested Feb 4, 3:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1h 52m
⚠️ 6.0 business days
📦
Parts Requested Feb 11, 9:48 AM
Order: 00090122
Status: Canceled
🚨 23.0 business days
🔩
▶
2 4x Parts Added Mar 16, 8:42 AM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 39d 15h
🗓️
▶
2 Status: Scheduled Mar 16, 12:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-16T23:00:00.000+0000
🚗
Status: Tech Off Site by Tyler Bollman Mar 16, 9:08 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 8h 56m
🔧
▶
3 Status: Tech On Site Mar 16, 9:53 PM
Status: Tech On Site → 3x Travel Added → Status: Completed
🚗
3x Travel Added
Type: Travel, Labor
Status: Open
Qty: 29, 1
✔️
Status: Completed by Tyler Bollman
From: Tech On Site
To: Completed
Duration in Previous: 2m
🏁
Status: Closed by Tyler Bollman Mar 16, 10:11 PM
From: Completed
To: Closed
Duration in Previous: 15m
⏳ 3.2 business days
📄
▶
2 Status: Ready to Bill Mar 19, 10:12 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 2.0 business days
🧾
Invoice Created Mar 20, 8:29 PM
Invoice Number: SM-256900

Bottlenecks

Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days
Awaiting Parts
Duration: 27.4 business days (threshold: 3.0 business days)
Exceeded by 24.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560081
Closed
📦
Parts Order 00089717
Closed
📦
Parts Order 00090122
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Tyler Bollman
Scheduled
Mar 16, 7:00 PM
Created
Jan 29, 11:39 AM
Invoice #
SM-256900

Work Details (12)

Name Type Status Qty Amount Date
WL-03091317 Travel Open 7 - Feb 4, 1:51 PM
WL-03091318 Labor Open 0.25 $79.00 Feb 4, 1:51 PM
WL-03091319 Labor Open 2 $298.00 Feb 4, 1:51 PM
WL-03091320 Labor Open 0.25 $0.00 Feb 4, 1:51 PM
WL-03091321 Travel Open 7 - Feb 4, 1:51 PM
WL-03145180 Parts Open 1 $28.65 Mar 16, 8:42 AM
WL-03145181 Parts Open 1 $638.55 Mar 16, 8:42 AM
WL-03145182 Parts Open 1 $673.65 Mar 16, 8:42 AM
WL-03145183 Expenses Open 1 $20.42 Mar 16, 8:42 AM
WL-03146705 Travel Open 29 - Mar 16, 9:55 PM
WL-03146706 Labor Open 1 $149.00 Mar 16, 9:55 PM
WL-03146707 Labor Open 1 $79.00 Mar 16, 9:55 PM

Details