Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01353573 ↗ ServiceMax

Mukwonago Animal Hospital • Virtual Tech - Drop Shipment • PC

📍 Mukwonago Animal Hospital — 1065 N Rochester St, Mukwonago WI, 53149

Feb 24, 2026 → Mar 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 14, 2026
✗ SLA Missed
Active: 5 biz days
Paused: 11 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
▶ Clock Running
Status: Created
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Feb 24 → Mar 6, 2026
8 business days (not counted)
2d
▶ Clock Running
Status: L2 Review
Mar 6 → Mar 10, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Closed
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 2 of ? biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Mar 10 → Mar 13, 2026
3 business days (not counted)
2d
▶ Clock Running
Status: L2 Review
Mar 13 → Mar 17, 2026
2 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Closed
Mar 17 → Mar 18, 2026
1 business day (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Entered
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 5 of ? biz days used
Created: Feb 24, 2026 Completed: Mar 18, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 24 → Feb 24 Created ▶ Running 0 0
Feb 24 → Mar 6 Awaiting Parts ⏸ Paused 8 —
Mar 6 → Mar 10 L2 Review ▶ Running 2 2
Mar 10 → Mar 10 Assigned ▶ Running 0 2
Mar 10 → Mar 10 Closed ▶ Running 0 2
Mar 10 → Mar 10 Entered ▶ Running 0 2
Mar 10 → Mar 13 Awaiting Parts ⏸ Paused 3 —
Mar 13 → Mar 17 L2 Review ▶ Running 2 4
Mar 17 → Mar 18 Closed ▶ Running 1 5
Mar 18 → Mar 18 Entered ▶ Running 0 5
Dispatch 0.0d
Material Management 12.3d
Billing 11.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
12.3 days
Over SLA
Billing
11.2 days
Over SLA
Created: Feb 24, 2026 Due: Mar 14, 2026 Completed: Mar 18, 2026 (3 days late)
📅
16.4 days Total Age
⏱️
11.2d in Ready to Bill Longest Stage
🔄
12 transitions Status Changes
⚠️
17.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00562949
follow up to WO-01318641
Closed
follow up to WO-01318641 Inspection #: 31673 Asset ID: 13220007 Serial #: GS611-B3040 Model: iM3 - GS Deluxe Notes: Noticeable physical damage on device Tested all hand pieces and they functioned but the water nozzle has a button sticking on the water side.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Melissa Duncan
Owner
Virtual Tech
Created
Jan 28, 2026
Work Orders from this Case (2)
WO-01340890 Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 30, 2026 • Closed: Feb 24, 2026
WO-01353573 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 24, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 11.2 days stuck in "Ready to Bill"
⏱️
Total Delay 17.5 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
Awaiting Parts
12.3d / 3.0d SLA
L2 Review
5.1d
Closed
3.2d / 1.0d SLA
Ready to Bill
11.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
follow up to WO-01318641 Inspection #: 31673 Asset ID: 13220007 Serial #: GS611-B3040 Model: iM3 - GS Deluxe Notes: Noticeable physical damage on device Tested all hand pieces and they functioned but the water nozzle has a button sticking on the water side. https://www.ebiotrack.com/workorder.php?wo=71912

Timeline

📞
Case Linked Jan 28, 12:41 PM
Case Number: 00562949
Subject: follow up to WO-01318641
Status: Closed
🚨 19.0 business days
📋
▶
3 Work Order Created Feb 24, 3:46 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090995
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 9.0 business days
🔩
▶
2 2x Parts Added Mar 6, 6:02 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 10d 2h
⏳ 2.7 business days
👷
▶
2 Status: Assigned Mar 10, 10:35 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Gavin Poole
Technician: Virtual Tech
🆕
▶
3 Status: Entered Mar 10, 12:21 PM
Status: Entered → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00091911
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 4m
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Mar 13, 8:54 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 2d 20h
⏳ 3.0 business days
🏁
Status: Closed by Gavin Poole Mar 17, 8:18 AM
From: L2 Review
To: Closed
Duration in Previous: 3d 23h
⏳ 2.0 business days
🆕
▶
3 Status: Entered Mar 18, 10:21 AM
Status: Entered → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.033333333333333
✔️
Status: Completed by Wendy Argueta
From: Entered, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Mar 18, 6:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 15m
🚨 11.7 business days
📨
▶
2 Status: Invoice Pending Apr 2, 6:00 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created Apr 3, 3:46 PM
Invoice Number: SM-258235

Bottlenecks

Awaiting Parts
Duration: 8.4 business days (threshold: 3.0 business days)
Exceeded by 5.4 business days
Awaiting Parts
Duration: 3.9 business days (threshold: 3.0 business days)
Exceeded by 7.6 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.2 business days (threshold: 1.0 business days)
Exceeded by 10.2 business days

🔗 Related Artifacts

📞
Case 00562949
Closed
📦
Parts Order 00090995
Closed
📦
Parts Order 00091911
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 24, 3:46 PM
Invoice #
SM-258235

Work Details (5)

Name Type Status Qty Amount Date
WL-03134368 Parts Open 1 $20.75 Mar 6, 6:02 PM
WL-03134369 Expenses Open 1 $16.10 Mar 6, 6:02 PM
WL-03142893 Parts Open 1 $45.56 Mar 13, 8:54 AM
WL-03142894 Expenses Open 1 $16.50 Mar 13, 8:54 AM
WL-03148742 Labor Open 0.033333333333333 $29.75 Mar 18, 10:22 AM

Details