Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351332 ↗ ServiceMax

Banfield • Virtual Tech - Field Repair • P3

📍 Banfield Pet Hospital 148 — 531 N Stephanie St, Henderson NV, 89014

Feb 12, 2026 → Feb 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 19, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 12, 2026 Tech Off Site: Feb 19, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 3
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0 / 3
Feb 12 → Feb 12 Assigned ▶ Running 0 0 / 3
Feb 12 → Feb 19 Scheduled ▶ Running 4 4 / 3
Feb 19 → Feb 19 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 4.9d
Field Work 0.1d
Billing 30.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.9 days
Over SLA
Field Work
0.1 days
Billing
30.0 days
Created: Feb 12, 2026 Due: Feb 17, 2026 Completed: Feb 19, 2026 (1 days late)
📅
4.9 days Total Age
⏱️
29.8d in Invoiced Longest Stage
🔄
12 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567537
# 0148 Henderson, NV Microscope PM
Closed
microscope PM - (Olympus CX23LEDRFS1, SN# 89180201610).
Priority
Standard
Origin
Email
Reason
New Case
Contact
JT Hendricks
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351332 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Feb 12, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 29.8 days stuck in "Invoiced"
⏱️
Total Delay 4.3 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
29.8d
Billing Review
0.0d / 2.0d SLA
Billing Correction Needed
0.1d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
04/06/2026 Jsackett - Deleted SM-254753, returned to Billing Correction status for update and rebill per credit request. Root Cause: This was billed to the incorrect account. We need to credit and rebill.

2-12 Mburris email from POC to set 2-16 10am TJ

2-12 Mburris email sent to POC

🔧 Work Performed
Conducted visual inspection of the frame and optical components. Verified LED light source and intensity control functionality. Cleaned eyepieces, condenser lens, and all objective lenses (4x, 10x, 40x, 100x) using lens tissue and 70% ethanol. Removed residual immersion oil from the 100x objective.Cleaned and lubricated the X-Y mechanical stage and focus mechanisms. Verified smooth travel of the coarse and fine adjustment knobs
🔍 Technician Findings
SN: 89180201610 ANNUAL PM
⚠️ Problem Description
microscope PM - (Olympus CX23LEDRFS1, SN# 89180201610). https://www.ebiotrack.com/workorder.php?wo=71630

Timeline

📞
Case Linked Feb 11, 2:17 PM
Case Number: 00567537
Subject: # 0148 Henderson, NV Microscope PM
Status: Closed
📋
▶
2 Work Order Created Feb 12, 11:41 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 12, 12:53 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 10m
📅
▶
2 Dispatch Scheduled Feb 12, 5:16 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4h 23m
⏳ 2.8 business days
📅
Dispatch Scheduled by Michael Burris Feb 17, 1:21 PM
Scheduled For: 2026-02-20T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 18, 9:05 AM
Scheduled For: 2026-02-19T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 18, 1:14 PM
Scheduled For: 2026-02-19T14:00:00.000+0000, 2026-02-19T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Russell Feb 19, 6:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
⏱️
▶
2 5x Labor Added Feb 19, 6:40 PM
5x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Michael Russell
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 29m, 0m
⏳ 3.7 business days
📄
▶
2 Status: Ready to Bill Feb 24, 12:18 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 30.0 business days
💵
▶
2 Status: Billing Review Apr 6, 11:41 AM
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
🏁
Status: Closed by Dylan Nakoff Apr 6, 12:42 PM
From: Billing Correction Needed
To: Closed
Duration in Previous: 59m
📄
Status: Ready to Bill by Diane Patton Apr 6, 1:31 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 48m, 0m
💰
▶
2 Status: Invoiced Apr 6, 1:44 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-258471

Bottlenecks

Assigned
Duration: 4.4 business hours (threshold: 4.0 business hours)
Exceeded by 0.4 business hours
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00567537
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Michael Russell
Scheduled
Feb 19, 12:00 PM
Created
Feb 12, 11:41 AM
Invoice #
SM-258471

Work Details (5)

Name Type Status Qty Amount Date
WL-03112805 Labor Open 1 $149.00 Feb 19, 6:40 PM
WL-03112806 Labor Open 1 $0.00 Feb 19, 6:40 PM
WL-03112807 Labor Open 2 $298.00 Feb 19, 6:40 PM
WL-03112808 Travel Open 30 - Feb 19, 6:40 PM
WL-03112809 Travel Open 30 - Feb 19, 6:40 PM

Details