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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350624 ↗ ServiceMax

Banfield • Virtual Tech • P3

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

Feb 9, 2026 → Feb 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✓ SLA Met (3 biz days early)
Active: 0 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
SLA Target
0d
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
Created: Feb 9, 2026 Completed: Feb 9, 2026
Business Days Used 0 / 3
0 3d budget
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 3
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 3
Dispatch 0.0d
Coordinators 0.0d
Billing 37.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.0 days
Billing
37.3 days
Created: Feb 9, 2026 Due: Feb 12, 2026 Completed: Feb 9, 2026 (3 days early)
📅
0.0 days Total Age
⏱️
36.0d in Invoiced Longest Stage
🔄
9 transitions Status Changes
⚠️
2.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator 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 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 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 9, 2026 • Closed: Feb 9, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 36.0 days stuck in "Invoiced"
⏱️
Total Delay 2.5 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
Assigned
0.0d / 0.5d SLA
Closed
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
36.0d
Billing Correction Needed
1.3d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
04/03/2026 Jsackett - Deleted SM-253678, returned to billing correction for update and rebill per credit request. Credit reason: This was billed to the incorrect account. We need to credit and rebill.
🔧 Work Performed
Researched and uploaded microscope manual. Added cleaning and Kohler alignment review videos. Attached pm checklist paperwork to work orders.
🔍 Technician Findings
open 2 virtual tech-field repair work orders.
⚠️ Problem Description
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 https://www.ebiotrack.com/workorder.php?wo=71626

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
📋
▶
5 Work Order Created Feb 9, 2:46 PM
Work Order Created → Status: Assigned → Technician Assigned → Labor Added → Status: Completed
👷
Status: Assigned by Tonya Santiago
From: Entered
To: Assigned
Duration in Previous: 2m
👷
Technician Assigned by Tonya Santiago
Technician: Virtual Tech
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Tonya Santiago
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 12, 9:32 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 36.0 business days
💵
Status: Billing Review by Jane Sackett Apr 3, 5:24 PM
From: Invoiced, Billing Review
To: Billing Review, Billing Correction Needed
Duration in Previous: 50d 6h, 0m
⏳ 1.8 business days
🏁
Status: Closed by Dylan Nakoff Apr 6, 8:55 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 2d 15h
📄
▶
4 Status: Ready to Bill Apr 6, 9:38 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-258435

Bottlenecks

Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00566153
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 9, 2:46 PM
Invoice #
SM-258435

Work Details (1)

Name Type Status Qty Amount Date
WL-03097863 Labor Open 0.5 $74.50 Feb 9, 2:48 PM

Details