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← WO Overview

WO-01350618 ↗ ServiceMax

Banfield • Virtual Tech - Field Repair • P3

📍 BANFIELD PET HOSPITAL — 1734 Old Fort Pkwy, Murfreesboro TN, 37129

Feb 9, 2026 → Feb 13, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 14, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 14, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 14 → Feb 14, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 9, 2026 Completed: Feb 14, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 3
Feb 9 → Feb 10 Ready for Scheduling ▶ Running 1 1 / 3
Feb 10 → Feb 10 Assigned ▶ Running 0 1 / 3
Feb 10 → Feb 13 Scheduled ▶ Running 3 4 / 3
Feb 13 → Feb 14 Tech On Site ▶ Running 0 4 / 3
Feb 14 → Feb 14 Scheduled ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 5.6d
Field Work 0.5d
Billing 34.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.6 days
Over SLA
Field Work
0.5 days
Billing
34.1 days
Created: Feb 9, 2026 Due: Feb 12, 2026 Completed: Feb 14, 2026 (1 days late)
📅
4.5 days Total Age
⏱️
32.8d in Invoiced Longest Stage
🔄
15 transitions Status Changes
⚠️
3.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566153
2/9 chat'd all for guidance
Closed
Clean and align microscopes CX22 SN#2m84271 please do PM - unable to view slides efficiently/clearly Note: CX23 SN#3f82502 Due for PM - Hard to focus
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brenda Gray
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (3)
WO-01350618 (current) Invoiced
Virtual Tech - Field Repair • James Duff
Created: Feb 9, 2026 • Closed: Feb 13, 2026
WO-01350622 Invoiced
Virtual Tech - Field Repair • James Duff
Created: Feb 9, 2026 • Closed: Feb 13, 2026
WO-01350624 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 9, 2026 • Closed: Feb 9, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 32.8 days stuck in "Invoiced"
⏱️
Total Delay 3.5 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
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
32.8d
Billing Review
0.0d / 2.0d SLA
Billing Correction Needed
1.3d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
04/03/2026 jSACKETT - SM-254277 deleted, WO returned to Billing Correciton status for update and rebill per credit request. Credit reason: This was billed to the incorrect account. We need to credit and rebill.

2/10 MOwens Responded back to the email from Dylan and Brenda Gray that the first available date to schedule this visit is on Friday 2/13 in the afternoon. She replied back that 2/13 in he afternoon will work for the location.

Email both to schedule 

Brenda Gray

brenda.gray@banfield.com


marsvh@service-now.com


2/09/26 TSantiago

-Technician needs microscope cleaning kit. 

-DO NOT USE Lens paper to clean the oculars, objectives or an glass surface. 

🔧 Work Performed
02/12/2026 - JWD LOCATED MICROSCOPE AND COMPLETED 02/13/2026 - JWD MICROSCOPE MAINTENACE PROCEDEURE AND ATTACHED A COPY TO THE WO. NOTIFIED POC THAT THE PROCEDURE WAS COMPLETED. POC COMPLETED A FUNCTIONALITY CHECK AND WAS PLEASE WITH THE CLEANING OF LENSES, LUBRICATION AND ALIGNMENTS. GAVE POC COPY OF THE REPORT.
🔍 Technician Findings
02/12/2026 - JWD LOCATE MICROSCOPE AND COMPLETE MICROSCOPE MAINTENACE PROCEDEURE AND ATTACHED A COPY TO THE WO. NOTIFIED POC THAT THE PROCEDURE WAS COMPLETED. POC COMPLETED A FUNCTIONALITY CHECK AND WAS PLEASE WITH THE CLEANING OF LENSES, LUBRICATION AND ALIGNMENTS. GAVE POC COPY OF THE REPORT.
⚠️ Problem Description
Clean and align microscopes CX22 SN#2m84271 please do PM - unable to view slides efficiently/clearly https://www.ebiotrack.com/workorder.php?wo=71624

Timeline

📞
Case Linked Feb 6, 12:55 PM
Case Number: 00566153
Subject: 2/9 chat'd all for guidance
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 9, 2:38 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Tonya Santiago
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 10, 10:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 55m
🗓️
▶
2 Status: Scheduled Feb 10, 11:32 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-13T18:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by James Duff Feb 13, 2:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
⏱️
▶
3 2x Labor Added Feb 13, 10:07 PM
2x Labor Added → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by James Duff
From: Tech On Site
To: Scheduled
Duration in Previous: 7h 31m
📅
Dispatch Scheduled by James Duff
Scheduled For: 2026-02-13T19:00:00.000+0000
✔️
▶
3 Status: Completed Feb 13, 10:16 PM
Status: Completed → Travel Added → Status: Closed
🚗
Travel Added
Type: Travel
Status: Open
Qty: 46
🏁
Status: Closed by James Duff
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.2 business days
📄
▶
3 Status: Ready to Bill Feb 18, 12:39 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 33.0 business days
💵
▶
2 Status: Billing Review Apr 3, 5:29 PM
Status: Billing Review → Status: Billing Correction Needed
💳
Status: Billing Correction Needed by Jane Sackett
From: Billing Review
To: Billing Correction Needed
Duration in Previous: 1m
⏳ 1.8 business days
🏁
Status: Closed by Dylan Nakoff Apr 6, 8:56 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 2d 15h
📄
▶
3 Status: Ready to Bill Apr 6, 9:39 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-258435

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00566153
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
James Duff
Scheduled
Feb 13, 2:00 PM
Created
Feb 9, 2:38 PM
Invoice #
SM-258435

Work Details (3)

Name Type Status Qty Amount Date
WL-03106069 Labor Open 0.75 $111.75 Feb 13, 10:07 PM
WL-03106070 Labor Open 1.25 $186.25 Feb 13, 10:07 PM
WL-03106099 Travel Open 46 - Feb 13, 10:19 PM

Details