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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350540 ↗ ServiceMax

RALSTON VETERINARY CLINIC • Virtual Tech - Field Repair • P3

📍 RALSTON VETERINARY CLINIC — 6880 South 78th Street, Omaha NE, 68127

Feb 9, 2026 → Apr 1, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (31 biz days late)
Active: 34 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Apr 1, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Assigned
Feb 9 → Feb 17, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Reschedule
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 10 of 3 biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 5, 2026
7 business days (counted)
Running total: 17 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 6, 2026
1 business day (counted)
Running total: 18 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 18 of 3 biz days used
3d
▶ Clock Running
Status: Incomplete
Mar 6 → Mar 11, 2026
3 business days (counted)
Running total: 21 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 11 → Mar 13, 2026
2 business days (not counted)
6d
▶ Clock Running
Status: Reschedule
Mar 13 → Mar 23, 2026
6 business days (counted)
Running total: 27 of 3 biz days used
7d
▶ Clock Running
Status: Scheduled
Mar 23 → Apr 1, 2026
7 business days (counted)
Running total: 34 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 34 of 3 biz days used
Created: Feb 9, 2026 Completed: Apr 1, 2026
Business Days Used 34 / 3
0 3d budget +31d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 3
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 3
Feb 9 → Feb 17 Assigned ▶ Running 5 5 / 3
Feb 17 → Feb 24 Scheduled ▶ Running 5 10 / 3
Feb 24 → Feb 24 Reschedule ▶ Running 0 10 / 3
Feb 24 → Mar 5 Scheduled ▶ Running 7 17 / 3
Mar 5 → Mar 6 Tech On Site ▶ Running 1 18 / 3
Mar 6 → Mar 6 Completed ▶ Running 0 18 / 3
Mar 6 → Mar 11 Incomplete ▶ Running 3 21 / 3
Mar 11 → Mar 13 Awaiting Parts ⏸ Paused 2 —
Mar 13 → Mar 23 Reschedule ▶ Running 6 27 / 3
Mar 23 → Apr 1 Scheduled ▶ Running 7 34 / 3
Apr 1 → Apr 1 Tech On Site ▶ Running 0 34 / 3
Dispatch 0.0d
Material Management 3.0d
Coordinators 34.8d
Field Work 2.5d
Incomplete 4.0d (excluded)
Billing 25.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
34.8 days
Over SLA
Field Work
2.5 days
Over SLA
Incomplete (excluded from total)
4.0 days
Billing
25.0 days
Over SLA
Created: Feb 9, 2026 Due: Mar 18, 2026 Completed: Apr 1, 2026 (13 days late)
📅
36.9 days Total Age
⏱️
20.0d in Ready to Bill Longest Stage
🔄
18 transitions Status Changes
⚠️
46.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Thomas J Langenberg Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 5, 2026
Visit 2 Apr 1, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566584
<no subject>
Closed
Troubleshoot issue below On-site: Autoclave is not getting to temp. This is not every run but it frequently is not getting to temp which means our instruments are not getting sterilized. We end up having to re-wrap packs and put them back through the autoclave. After speaking with Thomas he felt it might be a heating coil but recommended I reach out to you for a solve Model: Tuttnauer - 3870M Model Type: Autoclave Asset ID: 13169690 Site: RALSTON VETERINARY CLINIC - RALSTON VETERINARY CLINIC<https://www.ebiotrack.com/sites.php?sid=22419> Serial #: 18081625 m. Thank you.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brandon Judson
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350540 (current) Invoiced
Virtual Tech - Field Repair • Thomas J Langenberg Jr
Created: Feb 9, 2026 • Closed: Apr 1, 2026
Completed with significant delays
Invoiced • 186 days old
🚨
Primary Delay 20.0 days stuck in "Ready to Bill"
⏱️
Total Delay 46.1 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
0.0d / 1.0d SLA
Assigned
5.9d / 0.5d SLA
Scheduled
21.4d / 2.0d SLA
Reschedule
7.5d / 2.0d SLA
Tech On Site
2.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Incomplete
4.0d
Awaiting Parts
3.0d / 3.0d SLA
Closed
1.6d / 1.0d SLA
Billing Correction Needed
5.0d
Ready to Bill
20.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/28/26 DPatton - Part with no price; emailed MM

3/23 KKelch called Brandon to schedule for 4/1 between 12 and 2 pm. Customer confirmed. 

3/6/26 CDempsey- Tom called me last night stating it would not allow him to enter his info saying timesheet was locked. I entered his info this morning and marked wo as serviced for him.

2/24 KKelch Brandon called me back to reschedule for 3/5 between 12 and 2 pm. Customer confrimed. 

2/24 KKelch called Brandon to reschedule for 3/5 between 12 and 2 pm per CDempsey. Left VM. Placed in R/S waiting for response. 

2/17 KKelch Brandon called me back to schedule for 2/26 between 1 and 2 pm. Customer confirmed. 

2/17 KKelch called Brandon to schedule for 2/26 between 1 and 2 pm. Left VM. 

2/12 KKelch called Brandon to schedule for 2/26 between 1 and 2 pm. Left info. 

2/11 KKelch called Brandon to schedule for 2/26 between 2 and 3 pm due to that being the tech's next available. Left VM.

🔧 Work Performed
unit does not consistently reach 273F or 30 psi . Did not find any air leaks, jet valve is working and cleaned the vent air valve. Customer indicated it will reach temp and pressure for a couple of runs and fail to meet the requirements on the next run. Customer also indicated when draining the water from the reservoir it can take 45 minutes, Also did see any indication of any pitting, holes or bubbling from the condenser coil., 4/1/2026-placed 28 oz of water and leveled unit. unit reached 273 deg F and 30 psi, there are no issues with this unit
🔍 Technician Findings
unit does not always reach temp or pressure
⚠️ Problem Description
Troubleshoot issue below On-site: Autoclave is not getting to temp. This is not every run but it frequently is not getting to temp which means our instruments are not getting sterilized. We end up having to re-wrap packs and put them back through the autoclave. After speaking with Thomas he felt it might be a heating coil but recommended I reach out to you for a solve Model: Tuttnauer - 3870M Model Type: Autoclave Asset ID: 13169690 Site: RALSTON VETERINARY CLINIC - RALSTON VETERINARY CLINIC Serial #: 18081625 m. Thank you. https://www.ebiotrack.com/workorder.php?wo=71523

Timeline

📞
▶
3 Case Linked Feb 9, 11:35 AM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01350540
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 9, 11:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Feb 17, 1:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-26T19:00:00.000+0000
💵
Expenses Added Feb 17, 1:50 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Feb 24, 9:09 AM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 19h
📅
▶
2 Dispatch Scheduled Feb 24, 1:00 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 3h 50m
⚠️ 8.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Mar 5, 12:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 23h
⏱️
▶
4 Labor Added Mar 6, 9:58 AM
Labor Added → Labor Added → Labor Added → 2x Travel Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 203
✔️
Status: Completed by Craig Dempsey Mar 6, 10:05 AM
From: Tech On Site
To: Completed
Duration in Previous: 21h 8m
⚠️
Status: Incomplete by Thomas Langenberg Mar 6, 10:27 AM
From: Completed
To: Incomplete
Duration in Previous: 21m
⏳ 4.0 business days
📦
▶
2 Parts Requested Mar 11, 10:25 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 4d 22h
📦
Parts Requested Mar 11, 10:38 AM
Order: 00091983
Status: Closed
🔩
3x Parts Added Mar 11, 12:30 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Mar 13, 8:07 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 21h
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Mar 23, 10:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-01T17:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Apr 1, 10:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 23h
⏱️
▶
2 5x Labor Added Apr 1, 3:38 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 19m, 0m
💳
Status: Billing Correction Needed by Diane Patton Apr 2, 11:30 AM
From: Closed
To: Billing Correction Needed
Duration in Previous: 19h 50m
⚠️ 5.0 business days
🏁
▶
2 Status: Closed Apr 8, 12:06 PM
Status: Closed → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 3m
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton May 5, 10:39 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 22h
🧾
▶
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

Assigned
Duration: 5.9 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business days
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Scheduled
Duration: 7.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Ready to Bill
Duration: 20.0 business days (threshold: 1.0 business days)
Exceeded by 19.0 business days

🔗 Related Artifacts

📞
Case 00566584
Closed
📦
Parts Order 00091980
Closed
📦
Parts Order 00091983
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Apr 1, 1:00 PM
Created
Feb 9, 11:39 AM
Invoice #
SM-260978

Work Details (16)

Name Type Status Qty Amount Date
WL-03108723 Expenses Open 1 $0.00 Feb 17, 1:50 PM
WL-03133147 Labor Open 4 $0.00 Mar 6, 9:58 AM
WL-03133149 Labor Open 2 $238.00 Mar 6, 9:59 AM
WL-03133153 Labor Open 4 $476.00 Mar 6, 10:00 AM
WL-03133154 Travel Open 203 $0.00 Mar 6, 10:02 AM
WL-03133160 Travel Open 203 $0.00 Mar 6, 10:02 AM
WL-03139199 Parts Open 1 $64.07 Mar 11, 12:30 PM
WL-03139200 Parts Open 1 $18.59 Mar 11, 12:30 PM
WL-03139201 Expenses Open 1 $0.00 Mar 11, 12:30 PM
WL-03142839 Parts Open 1 $11.87 Mar 13, 8:07 AM
WL-03142840 Expenses Open 1 $18.98 Mar 13, 8:07 AM
WL-03169100 Labor Open 4 $476.00 Apr 1, 3:38 PM
WL-03169101 Labor Open 1.0833333333333 $148.75 Apr 1, 3:38 PM
WL-03169102 Labor Open 4.2166666666667 $0.00 Apr 1, 3:38 PM
WL-03169103 Travel Open 203 $0.00 Apr 1, 3:38 PM
WL-03169104 Travel Open 203 $0.00 Apr 1, 3:38 PM

Details