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WO-01351046 ↗ ServiceMax

VCA • Virtual Tech - Field Repair • P3

📍 VCA Westlake Village Animal Hospital 958 — 31166 Via Colinas, Westlake Village CA, 91362

Feb 11, 2026 → Mar 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (8 biz days late)
Active: 11 biz days
Paused: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 9, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
0d
▶ Clock Running
Status: Tech Off Site
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
2d
▶ Clock Running
Status: On Hold
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 8 of 3 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Feb 24 → Mar 4, 2026
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 8 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 9, 2026
3 business days (counted)
Running total: 11 of 3 biz days used
Created: Feb 11, 2026 Completed: Mar 9, 2026
Business Days Used 11 / 3
0 3d budget +8d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 3
Feb 11 → Feb 12 Ready for Scheduling ▶ Running 1 1 / 3
Feb 12 → Feb 12 Assigned ▶ Running 0 1 / 3
Feb 12 → Feb 13 Scheduled ▶ Running 1 2 / 3
Feb 13 → Feb 13 Tech On Site ▶ Running 0 2 / 3
Feb 13 → Feb 16 Tech Off Site ▶ Running 0 2 / 3
Feb 16 → Feb 17 Completed ▶ Running 1 3 / 3
Feb 17 → Feb 17 Assigned ▶ Running 0 3 / 3
Feb 17 → Feb 17 Scheduled ▶ Running 0 3 / 3
Feb 17 → Feb 17 Entered ▶ Running 0 3 / 3
Feb 17 → Feb 17 Assigned ▶ Running 0 3 / 3
Feb 17 → Feb 19 Scheduled ▶ Running 2 5 / 3
Feb 19 → Feb 19 Completed ▶ Running 0 5 / 3
Feb 19 → Feb 19 Incomplete ▶ Running 0 5 / 3
Feb 19 → Feb 23 On Hold ▶ Running 2 7 / 3
Feb 23 → Feb 24 Incomplete ▶ Running 1 8 / 3
Feb 24 → Mar 4 Awaiting Parts ⏸ Paused 6 —
Mar 4 → Mar 4 Reschedule ▶ Running 0 8 / 3
Mar 4 → Mar 4 Assigned ▶ Running 0 8 / 3
Mar 4 → Mar 9 Scheduled ▶ Running 3 11 / 3
Dispatch 0.0d
Material Management 6.5d
Holding 2.5d (excluded)
Coordinators 10.1d
Field Work 1.8d
Incomplete 2.8d (excluded)
Billing 14.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.5 days
Over SLA
Holding (excluded from total)
2.5 days
Coordinators
10.1 days
Over SLA
Field Work
1.8 days
Incomplete (excluded from total)
2.8 days
Billing
14.5 days
Over SLA
Created: Feb 11, 2026 Due: Feb 16, 2026 Completed: Mar 9, 2026 (20 days late)
📅
18.0 days Total Age
⏱️
14.5d in Billing Review Longest Stage
🔄
23 transitions Status Changes
⚠️
21.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michael Russell — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 13, 2026
Visit 2 Feb 18, 2026
Visit 3 Mar 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566262
VCA #958 Westlake Village, CA - Dental
Closed
Dentalaire dental unit SN# reported: A13738 issue reported: scaler, water comes out but no ultra sonic vibrations or light. The high-speed drill gets no water Onsite POC is Shaun or anyone available 805-497-4900 If Tech can verify the age of the unit, please send my way.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Anyone Availalbe
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (2)
WO-01351045 Canceled
Virtual Tech - Field Repair
Created: Feb 11, 2026
WO-01351046 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Feb 11, 2026 • Closed: Mar 9, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 14.5 days stuck in "Billing Review"
⏱️
Total Delay 21.4 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
2.0d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
7.1d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Incomplete
2.8d
On Hold
2.5d
Awaiting Parts
6.5d / 3.0d SLA
Reschedule
0.8d / 2.0d SLA
Closed
4.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Billing Review
14.5d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/01/2026 DNakoff - Please bill quote total of 1238.49

I currently approve the new estimate for $1,238.49


3/12/26 DPatton - TBA exceeded quote due to multiple trips. Approved quote $1770.15 but their PO is for $700.

3-4 Mburris email from POC Gray to set 3-6 2pm

3-4 Mburris called LM for POC is Shaun to call back

2/24 KWeiss, Quote approved, moving w/o to L2 Screening for part order.

2/19 KWeiss, Moved w/o to on hold. Per tech notes, repair is on hold waiting for approval to order parts.

2-12 Mburris called spoke with Heather and set for 2-13 between 8am and 9:30am / per NWillick in ASC call Michael Russell will take care of this while he is in the area. Rene Yescas will take care of the PMs next week after parts deliver. 


2-12 Mburris Lm on Vmail 

🔧 Work Performed
Addressed unit flooding issues and incomplete repairs from a prior service visit. Collaborated with manufacturer tech support to diagnose a failure in air delivery to the water system. Evaluated the check valve and verified tubing integrity/routing to rule out mechanical blockages or knots.2nd visit RY 2-18-26 scaler is not scaling no light,trouble shoot spoke with dentalaire tech support,parts need to be ordered,per customer hold off until he hears back from management. 3/6/2026 Replaced the defective LED handpiece and the air-electric switch to restore proper signal communication and illumination. Adjusted the high-speed drill settings; successfully confirmed consistent water flow and optimal mist spray patterns.Verified that the ultrasonic vibrations, lighting, and water delivery systems are now operating within manufacturer specifications.
🔍 Technician Findings
issue reported: scaler, water comes out but no ultra sonic vibrations or light. The high-speed drill gets no water SN:A13738
⚠️ Problem Description
customer PO VCA4815560 Dentalaire dental unit SN# reported: A13738 issue reported: scaler, water comes out but no ultra sonic vibrations or light. The high-speed drill gets no water Onsite POC is Shaun or anyone available 805-497-4900 If Tech can verify the age of the unit, please send to Brenda Gray https://www.ebiotrack.com/workorder.php?wo=71629

Timeline

📞
Case Linked Feb 6, 3:45 PM
Case Number: 00566262
Subject: VCA #958 Westlake Village, CA - Dental
Status: Closed
⏳ 4.0 business days
📋
▶
2 Work Order Created Feb 11, 10:06 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 12, 10:13 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
🗓️
▶
2 Status: Scheduled Feb 12, 11:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-13T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Russell Feb 13, 12:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
▶
2 3x Labor Added Feb 13, 1:22 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Michael Russell
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 1m
⏳ 1.0 business days
✔️
Status: Completed by Michael Russell Feb 16, 2:48 AM
From: Tech Off Site
To: Completed
Duration in Previous: 2d 13h
💵
Expenses Added Feb 16, 1:24 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
👷
▶
7 Technician Assigned Feb 17, 4:32 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled → Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Completed
To: Assigned
Duration in Previous: 1d 13h
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-18T21:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned, Scheduled
To: Scheduled, Entered
Duration in Previous: 1m, 0m
👷
Status: Assigned by Michael Burris
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 0m
👷
Technician Assigned by Michael Burris
Technician: a0h5A00000GzKAdQAN, Rene Yescas
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-18T21:00:00.000+0000
⏳ 1.9 business days
⏱️
▶
2 5x Labor Added Feb 18, 10:52 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rene Yescas
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 1d 6h, 0m
⏸️
Status: On Hold by Keith Weiss Feb 19, 3:04 PM
From: Incomplete
To: On Hold
Duration in Previous: 16h 11m
⏳ 3.0 business days
⚠️
Status: Incomplete by Dylan Nakoff Feb 23, 12:56 PM
From: On Hold
To: Incomplete
Duration in Previous: 3d 21h
⏳ 2.0 business days
📦
▶
2 Parts Requested Feb 24, 2:52 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1d 1h
⚠️ 7.0 business days
🔩
▶
2 3x Parts Added Mar 4, 9:03 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 18h
👷
▶
2 Technician Assigned Mar 4, 3:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 6h 13m
🗓️
▶
2 Status: Scheduled Mar 4, 3:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-06T21:30:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Michael Burris Mar 6, 10:28 AM
Scheduled For: 2026-03-06T21:00:00.000+0000
⏱️
4x Labor Added Mar 6, 7:43 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2, 50, 295
⏳ 1.5 business days
⏱️
▶
3 4x Labor Added Mar 9, 10:11 AM
4x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Michael Russell
From: Scheduled
To: Completed
Duration in Previous: 4d 17h
🏁
Status: Closed by Michael Russell
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Mar 12, 4:20 PM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Diane Patton
From: Ready to Bill
To: Billing Review
Duration in Previous: 1m
🚨 15.0 business days
🏁
Status: Closed by Dylan Nakoff Apr 1, 10:13 AM
From: Billing Review
To: Closed
Duration in Previous: 19d 17h
📄
▶
3 Status: Ready to Bill Apr 1, 12:46 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-258051

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 6.5 business days (threshold: 3.0 business days)
Exceeded by 3.5 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Billing Review
Duration: 14.5 business days (threshold: 2.0 business days)
Exceeded by 12.5 business days

🔗 Related Artifacts

📞
Case 00566262
Closed
📦
Parts Order 00090986
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Michael Russell
Scheduled
Mar 6, 4:00 PM
Created
Feb 11, 10:06 AM
Invoice #
SM-258051

Work Details (20)

Name Type Status Qty Amount Date
WL-03105153 Labor Open 2 $0.00 Feb 13, 1:22 PM
WL-03105154 Labor Open 1.5 $0.00 Feb 13, 1:22 PM
WL-03105155 Travel Open 40 $0.00 Feb 13, 1:22 PM
WL-03107258 Expenses Open 1 $0.00 Feb 16, 1:24 PM
WL-03111463 Labor Open 1 $0.00 Feb 18, 10:52 PM
WL-03111464 Labor Open 2.5 $149.00 Feb 18, 10:52 PM
WL-03111465 Labor Open 2.5 $0.00 Feb 18, 10:52 PM
WL-03111466 Travel Open 40 $0.00 Feb 18, 10:52 PM
WL-03111467 Travel Open 40 $0.00 Feb 18, 10:52 PM
WL-03129268 Parts Open 1 $649.58 Mar 4, 9:03 AM
WL-03129269 Parts Open 1 $30.16 Mar 4, 9:03 AM
WL-03129270 Expenses Open 1 $22.42 Mar 4, 9:03 AM
WL-03134500 Labor Open 1 $149.00 Mar 6, 7:43 PM
WL-03134501 Labor Open 2 $223.50 Mar 6, 7:43 PM
WL-03134502 Travel Open 50 $0.00 Mar 6, 7:43 PM
WL-03134503 Travel Open 295 $0.00 Mar 6, 7:43 PM
WL-03135658 Labor Open 7 $0.00 Mar 9, 10:11 AM
WL-03135659 Expenses Open 1 $0.00 Mar 9, 10:11 AM
WL-03135660 Expenses Open 1 $0.00 Mar 9, 10:11 AM
WL-03135661 Expenses Open 1 $0.00 Mar 9, 10:11 AM

Details