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WO-01351033 ↗ ServiceMax

Lovet Pet Health Care (Formerly Arizona Pet) • Virtual Tech - Drop Shipment • PC

📍 Lovet Pet Health Care - Westbrook Animal Hospital - 8007 — 9163 W. Union Hills Dr., Suite 108, Peoria AZ, 85310

Feb 11, 2026 → Mar 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed
Active: 7 biz days
Paused: 13 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Mar 3, 2026
13 business days (not counted)
▶ Clock Running
Status: L2 Review
Mar 3 → Mar 5, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: L2 Review
Mar 5 → Mar 6, 2026
1 business day (counted)
Running total: 3 of ? biz days used
4d
▶ Clock Running
Status: Closed
Mar 6 → Mar 12, 2026
4 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Billing Review
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: L2 Review
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 7 of ? biz days used
Created: Feb 11, 2026 Completed: Mar 12, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Mar 3 Awaiting Parts ⏸ Paused 13 —
Mar 3 → Mar 5 L2 Review ▶ Running 2 2
Mar 5 → Mar 5 Assigned ▶ Running 0 2
Mar 5 → Mar 6 L2 Review ▶ Running 1 3
Mar 6 → Mar 12 Closed ▶ Running 4 7
Mar 12 → Mar 12 Billing Review ▶ Running 0 7
Mar 12 → Mar 12 L2 Review ▶ Running 0 7
Dispatch 0.0d
Material Management 14.0d
Coordinators 0.0d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
14.0 days
Over SLA
Coordinators
0.0 days
Billing
0.2 days
Created: Feb 11, 2026 Due: Feb 27, 2026 Completed: Mar 12, 2026 (12 days late)
📅
21.0 days Total Age
⏱️
14.0d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
14.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567192
<no subject>
Closed
Our Equator convective warming unit needs a plug so it can be plugged into the wall.Site: Lovet Pet Health Care - Westbrook Animal Hospital - 8007City: PeoriaCity: AZModel: SurgiVet - Level 1® Convective Warming System SMIT-1276City: 13105223
Priority
Standard
Origin
Email
Reason
New Case
Contact
Taylor Watson
Owner
Virtual Tech
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01351033 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 11, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 14.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 14.8 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
Awaiting Parts
14.0d / 3.0d SLA
L2 Review
5.1d
Assigned
0.0d / 0.5d SLA
Closed
5.2d / 1.0d SLA
Billing Review
0.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/12/26 DPatton - Error message below when trying to invoice. (Needs Serviced On & Closed on dates)

🔧 Work Performed
Parts ordered & shipped to site
⚠️ Problem Description
Hi ,A work order request has been sent for:Name: Taylor Watson Phone: 6238259170Email: taylor.watson@lovet.comNotes: Our Equator convective warming unit needs a plug so it can be plugged into the wall.Site: Lovet Pet Health Care - Westbrook Animal Hospital - 8007City: PeoriaCity: AZModel: SurgiVet - Level 1® Convective Warming System SMIT-1276City: 13105223 https://www.ebiotrack.com/workorder.php?wo=71579

Timeline

📞
Case Linked Feb 10, 3:28 PM
Case Number: 00567192
Subject: <no subject>
Status: Closed
📋
▶
3 Work Order Created Feb 11, 9:30 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090120
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Mar 3, 10:51 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 20d 1h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Mar 5, 10:47 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review
To: Assigned
Duration in Previous: 1d 23h
👀
Status: L2 Review by Gavin Poole Mar 5, 11:02 AM
From: Assigned
To: L2 Review
Duration in Previous: 14m
⏳ 2.0 business days
🏁
Status: Closed by Joseph Whalen Mar 6, 12:22 PM
From: L2 Review
To: Closed
Duration in Previous: 1d 1h
⚠️ 5.0 business days
💵
Status: Billing Review by Diane Patton Mar 12, 10:05 AM
From: Closed
To: Billing Review
Duration in Previous: 5d 20h
👀
Status: L2 Review by Diane Patton Mar 12, 12:02 PM
From: Billing Review
To: L2 Review
Duration in Previous: 1h 56m
✔️
Status: Completed by Gavin Poole Mar 12, 1:09 PM
From: L2 Review, Completed
To: Completed, Closed
Duration in Previous: 1h 6m, 0m
📄
▶
2 Status: Ready to Bill Mar 12, 4:12 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256328

Bottlenecks

Awaiting Parts
Duration: 14.0 business days (threshold: 3.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days

🔗 Related Artifacts

📞
Case 00567192
Closed
📦
Parts Order 00090120
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 11, 9:30 AM
Invoice #
SM-256328

Work Details (2)

Name Type Status Qty Amount Date
WL-03127613 Parts Open 1 $169.33 Mar 3, 10:51 AM
WL-03127614 Expenses Open 1 $22.25 Mar 3, 10:51 AM

Details