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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340890 ↗ ServiceMax

Mukwonago Animal Hospital • Virtual Tech - Field Repair • P3

📍 Mukwonago Animal Hospital — 1065 N Rochester St, Mukwonago WI, 53149

Jan 30, 2026 → Feb 24, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Paused: 10 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸10d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Feb 16, 2026
10 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Jan 30, 2026 Completed: Feb 24, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 3
Jan 30 → Feb 16 Awaiting Parts ⏸ Paused 10 —
Feb 16 → Feb 16 Reschedule ▶ Running 0 0 / 3
Feb 16 → Feb 17 Assigned ▶ Running 1 1 / 3
Feb 17 → Feb 24 Scheduled ▶ Running 5 6 / 3
Feb 24 → Feb 24 Tech On Site ▶ Running 0 6 / 3
Feb 24 → Feb 24 Tech Off Site ▶ Running 0 6 / 3
Dispatch 0.0d
Material Management 11.0d
Coordinators 7.0d
Field Work 0.9d
Incomplete 0.0d (excluded)
Billing 3.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
11.0 days
Over SLA
Coordinators
7.0 days
Over SLA
Field Work
0.9 days
Incomplete (excluded from total)
0.0 days
Billing
3.6 days
Over SLA
Created: Jan 30, 2026 Due: Feb 24, 2026 Completed: Feb 24, 2026 (on time)
📅
17.0 days Total Age
⏱️
11.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
17.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Feb 24, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562949
follow up to WO-01318641
Closed
follow up to WO-01318641 Inspection #: 31673 Asset ID: 13220007 Serial #: GS611-B3040 Model: iM3 - GS Deluxe Notes: Noticeable physical damage on device Tested all hand pieces and they functioned but the water nozzle has a button sticking on the water side.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Melissa Duncan
Owner
Virtual Tech
Created
Jan 28, 2026
Work Orders from this Case (2)
WO-01340890 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 30, 2026 • Closed: Feb 24, 2026
WO-01353573 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 24, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 11.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 17.5 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
Awaiting Parts
11.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Incomplete
0.0d
Closed
3.4d / 1.0d SLA
Ready to Bill
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/25 KHardison - Created 00571677 for follow up.

2-17-26 JK Left massage for Mellissa to schedule vsiit.


2/16/26 RBerry- Updated due date based on parts. Removed delay code.


🔧 Work Performed
Installed new hand piece and then successfully tested water and air. Put WO into follow up status due to power cord. Customer will take care of power cord replacement.
🔍 Technician Findings
Found water button sticking. Also found missing ground prong on power cord.
⚠️ Problem Description
follow up to WO-01318641 Inspection #: 31673 Asset ID: 13220007 Serial #: GS611-B3040 Model: iM3 - GS Deluxe Notes: Noticeable physical damage on device Tested all hand pieces and they functioned but the water nozzle has a button sticking on the water side. https://www.ebiotrack.com/workorder.php?wo=71265

Timeline

📞
Case Linked Jan 28, 12:41 PM
Case Number: 00562949
Subject: follow up to WO-01318641
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Jan 30, 9:42 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089356
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 11.0 business days
🔩
▶
2 2x Parts Added Feb 16, 10:53 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 17d 1h
👷
▶
2 Technician Assigned Feb 16, 11:25 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 31m
🗓️
▶
2 Status: Scheduled Feb 17, 8:41 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-24T15:00:00.000+0000
⏳ 4.0 business days
💵
Expenses Added Feb 20, 9:11 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
Labor Added Feb 23, 10:39 PM
Type: Labor
Status: Open
Qty: 1.9833333333333
💵
Expenses Added Feb 24, 5:59 AM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Jonathan Kuehl Feb 24, 8:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 24, 10:15 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 41m
⚠️
Status: Incomplete by Jonathan Kuehl Feb 24, 3:38 PM
From: Completed, Tech Off Site
To: Incomplete, Completed
Duration in Previous: 5h 23m, 0m
⏱️
▶
2 5x Labor Added Feb 24, 3:45 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Jonathan Kuehl
From: Incomplete
To: Closed
Duration in Previous: 9m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 27, 2:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
⏳ 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 23h
💰
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

Awaiting Parts
Duration: 11.0 business days (threshold: 3.0 business days)
Exceeded by 8.0 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Ready to Bill
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00562949
Closed
📦
Parts Order 00089356
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Jon Kuehl
Scheduled
Feb 24, 10:00 AM
Created
Jan 30, 9:42 AM
Invoice #
SM-255587

Work Details (10)

Name Type Status Qty Amount Date
WL-03106971 Parts Open 1 $78.92 Feb 16, 10:53 AM
WL-03106972 Expenses Open 1 $21.18 Feb 16, 10:53 AM
WL-03113519 Expenses Open 1 $0.00 Feb 20, 9:11 AM
WL-03117076 Labor Open 1.9833333333333 $0.00 Feb 23, 10:39 PM
WL-03117131 Expenses Open 1 $0.00 Feb 24, 5:59 AM
WL-03118055 Labor Open 0.48333333333333 $0.00 Feb 24, 3:45 PM
WL-03118056 Labor Open 0.68333333333333 $89.25 Feb 24, 3:45 PM
WL-03118057 Travel Open 107 $275.00 Feb 24, 3:45 PM
WL-03118058 Travel Open 22 $110.00 Feb 24, 3:45 PM
WL-03118059 Expenses Open 1 $0.00 Feb 24, 3:45 PM

Details