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WO-01351147 ↗ ServiceMax

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

📍 Lovet Pet Health Care - Surprise Animal Hospital - 8015 — 13954 W. Waddell Rd., Suite 109, Surprise AZ, 85379

Feb 11, 2026 → Mar 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed
Active: 9 biz days
Paused: 13 biz days
🕐 Clock stopped: Invoiced (Mar 16, 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: Reschedule
Mar 3 → Mar 5, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: L2 Review
Mar 5 → Mar 5, 2026
0 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
2d
▶ Clock Running
Status: L2 Review
Mar 12 → Mar 16, 2026
2 business days (counted)
Running total: 9 of ? biz days used
Created: Feb 11, 2026 Invoiced: Mar 16, 2026
Show SLA Clock Detail (9 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 Reschedule ▶ Running 2 2
Mar 5 → Mar 5 L2 Review ▶ Running 0 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 16 L2 Review ▶ Running 2 9
Dispatch 0.0d
Material Management 13.6d
Coordinators 3.0d
Billing 0.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
13.6 days
Over SLA
Coordinators
3.0 days
Over SLA
Billing
0.8 days
Created: Feb 11, 2026 Due: Feb 27, 2026 Completed: Mar 16, 2026 (16 days late)
📅
22.6 days Total Age
⏱️
13.6d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
15.3d 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 #00567469
New Service Request | Location ID: 8015 | Next Business Day | 340993334 | ASPEN DENTAL MANAGEMENT INC | Surprise | AZ
Closed
Megan Waymire / Please enter a telephone number or work email address we can use to ask questions.: 623-584-8160 The dental polisher sounds like it wants to work, but is not actually spinning the head part."  
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351147 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 11, 2026 • Closed: Mar 16, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 13.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 15.3 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
13.6d / 3.0d SLA
Reschedule
3.0d / 2.0d SLA
L2 Review
4.5d
Assigned
0.0d / 0.5d SLA
Closed
5.0d / 1.0d SLA
Billing Review
0.8d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/12/826 DPatton - Error message when trying to invoice. (WO needs Serviced Date & Closed On date)


🔧 Work Performed
3/5. Part was delivered.
🔍 Technician Findings
3/5. Part was delivered.
⚠️ Problem Description
Megan Waymire / Please enter a telephone number or work email address we can use to ask questions.: 623-584-8160 The dental polisher sounds like it wants to work, but is not actually spinning the head part."   https://www.ebiotrack.com/workorder.php?wo=71598

Timeline

📞
Case Linked Feb 11, 12:18 PM
Case Number: 00567469
Subject: New Service Request | Location ID: 8015 | Next Business Day | 340993334 | ASPEN DENTAL MANAGEMENT INC | Surprise | AZ
Status: Closed
📋
Work Order Created Feb 11, 2:01 PM
Work Order: WO-01351147
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
▶
2 Parts Requested Feb 11, 2:07 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 6m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Mar 3, 10:28 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 19d 20h
⏳ 3.0 business days
👀
▶
3 Status: L2 Review Mar 5, 10:48 AM
Status: L2 Review → Technician Assigned → Status: Assigned
👷
Technician Assigned by Gavin Poole
Technician: Virtual Tech
👷
Status: Assigned by Gavin Poole
From: L2 Review
To: Assigned
Duration in Previous: 4m
👀
Status: L2 Review by Gavin Poole Mar 5, 11:03 AM
From: Assigned
To: L2 Review
Duration in Previous: 11m
⏳ 2.0 business days
🏁
Status: Closed by Joseph Whalen Mar 6, 1:20 PM
From: L2 Review
To: Closed
Duration in Previous: 1d 2h
⚠️ 5.0 business days
💵
Status: Billing Review by Diane Patton Mar 12, 10:12 AM
From: Closed
To: Billing Review
Duration in Previous: 5d 19h
👀
Status: L2 Review by Diane Patton Mar 12, 4:14 PM
From: Billing Review
To: L2 Review
Duration in Previous: 6h 1m
⏳ 3.0 business days
🏁
Status: Closed by Dylan Nakoff Mar 16, 10:14 AM
From: L2 Review
To: Closed
Duration in Previous: 3d 18h
📄
▶
2 Status: Ready to Bill Mar 16, 12:42 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256629

Bottlenecks

Awaiting Parts
Duration: 13.6 business days (threshold: 3.0 business days)
Exceeded by 10.6 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days

🔗 Related Artifacts

📞
Case 00567469
Closed
📦
Parts Order 00090163
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, 2:01 PM
Invoice #
SM-256629

Work Details (2)

Name Type Status Qty Amount Date
WL-03127573 Parts Open 1 $410.56 Mar 3, 10:28 AM
WL-03127574 Expenses Open 1 $21.45 Mar 3, 10:28 AM

Details