Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01285675 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Country Fair — 4235 Tuscarawas St W, Canton OH, 44708

Jul 1, 2025 → Oct 1, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (43 biz days late)
Active: 65 biz days
🕐 Clock stopped: Completed (Oct 2, 2025)
▶ Clock Running
Status: Created
Jul 1 → Jul 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 1 → Jul 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
29d
▶ Clock Running
Status: Assigned
Jul 1 → Aug 12, 2025
29 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: On Hold
Aug 12 → Aug 15, 2025
3 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Entered
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 15 → Aug 20, 2025
3 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: On Hold
Aug 20 → Aug 21, 2025
1 business day (counted)
Running total: 36 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Aug 21 → Sep 1, 2025
6 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: On Hold
Sep 1 → Sep 2, 2025
1 business day (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 43 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 30, 2025
20 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 65 of ? biz days used
Created: Jul 1, 2025 Completed: Oct 2, 2025
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Jul 1 → Jul 1 Created ▶ Running 0 0
Jul 1 → Jul 1 Ready for Scheduling ▶ Running 0 0
Jul 1 → Aug 12 Assigned ▶ Running 29 29
Aug 12 → Aug 15 On Hold ▶ Running 3 32
Aug 15 → Aug 15 Ready for Scheduling ▶ Running 0 32
Aug 15 → Aug 15 Assigned ▶ Running 0 32
Aug 15 → Aug 15 Entered ▶ Running 0 32
Aug 15 → Aug 20 Assigned ▶ Running 3 35
Aug 20 → Aug 21 On Hold ▶ Running 1 36
Aug 21 → Sep 1 Assigned ▶ Running 6 42
Sep 1 → Sep 2 On Hold ▶ Running 1 43
Sep 2 → Sep 2 Assigned ▶ Running 0 43
Sep 2 → Sep 30 Scheduled ▶ Running 20 63
Sep 30 → Oct 1 Tech On Site ▶ Running 1 64
Oct 1 → Oct 1 Tech Off Site ▶ Running 0 64
Oct 1 → Oct 2 Tech On Site ▶ Running 1 65
Dispatch 0.0d
Holding 6.7d (excluded)
Coordinators 62.0d
Field Work 3.8d
Billing 20.6d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
6.7 days
Coordinators
62.0 days
Over SLA
Field Work
3.8 days
Over SLA
Billing
20.6 days
Over SLA
Created: Jul 1, 2025 Due: Aug 29, 2025 Completed: Oct 2, 2025 (33 days late)
📅
65.4 days Total Age
⏱️
29.3d in Assigned Longest Stage
🔄
17 transitions Status Changes
⚠️
77.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jordan Moceri — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 30, 2025
Visit 2 Oct 1, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00506850
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 110 pieces https://www.ebiotrack.com/inspection.php?iid=28486
Priority
Standard
Origin
Email
Reason
New Case
Contact
Andrew Peterson
Owner
Leona Coonrod
Created
Jul 1, 2025
Work Orders from this Case (1)
WO-01285675 (current) Invoiced
Inspection • Jordan Moceri
Created: Jul 1, 2025 • Closed: Oct 1, 2025
Completed with significant delays
Invoiced • 247 days old
🚨
Primary Delay 29.3 days stuck in "Assigned"
⏱️
Total Delay 77.1 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
1.8d / 1.0d SLA
Assigned
39.5d / 0.5d SLA
On Hold
6.7d
Scheduled
20.8d / 2.0d SLA
Tech On Site
2.8d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
20.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/8/25 RCook-Spoke with Andrew to reschedule for 9/30 and 10/1. Confirmed with Andrew to move schedule out a day. 


9/8/25 RCook- Per LYoder, reschedule WO for 9/30 and 10/1. Technician needs off on 9/29/25


9/2/2025 CRamen Andrew returned call and requested Inspection on Monday 9/29/2025 between 8-10am. 


8/31/2025 Sramen - per chatter placing on hold.

8/29/2025 Sramen - chatter to Account manager SBerry to make aware that while the contact info seems to be correct, we are struggling to connect to schedule.

8/28/2025 CRamen spoke with Latoya and she said Andrew is out and will leave a message for Andrew when he comes back to call and schedule.


8/25/2025 CRamen called (234) 254-7484 and after 2 minutes on hold got disconnected, twice.


8/21/2025 CRamen called (234) 254-7484 and spoke with Melissa. She transferred me to Country Fair location but transfer didnt go through, Melissa took down info and is to have Andrew call back to schedule. 


8/21/25 RCook- Received VM from Andrew Peterson to schedule. Forwarded to Chuck Ramen to follow up. Assigned WO to Jordan Moceri


8/21/25 RCook- Spoke with Charlie at call center, she transferred to me the office, spoke with receptionist, states that Andrew is in a meeting. Left my call back information, she stated as soon as he gets out of his meeting, she will have him call me back. 


8/20/2025 CRamen multiple attempts to contact with no response or reply. Returning to dispatch and AM escalation.


8/19/2025 CRamen googled this facility and 234-815-1797 came up. Called 3 different times and get a busy signal


8/19/2025 CRamen spoke with ChiChi and the phones are having issues and unable to transfer me at this time and asked to call back. 


8/18/2025 CRamen (234) 254-7484 got disconnected. 


8/15/2025 CRamen logged email requesting Wednesday 8/20/2025 with an arrival window between 10-12. Tech would need to return on Thursday 8/21/2025 to complete inspections. Placeholder set.


8/14/25 SBerry: Phone number added to point of contact. WO moved to ready to scheduling


8/12/2025 CRamen Putting On-Hold and escalating to AM to get a contact update.


8/6/2025 CRamen logged email requesting Wednesday 8/13/2025] with an arrival window between 8-10am. Placeholder set


8/1/2025 CRamen logged email requesting Wednesday 8/13/2025] with an arrival window between 8-10am. Placeholder set


7/10/25 RCook- Emailed Stephanie Schulda to schedule. See logged email.


7/10/25 RCook- Attempted to email Andrew Peterson to schedule. Email has previously bounced and will not go through.


🔧 Work Performed
performed inspection
🔍 Technician Findings
Inspection needed
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 110 pieces https://www.ebiotrack.com/inspection.php?iid=28486

Timeline

📞
Case Linked Jul 1, 7:00 AM
Case Number: 00506850
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 1, 8:20 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jul 1, 5:55 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9h 33m
🚨 29.8 business days
⏸️
Status: On Hold by Charles Ramen Aug 12, 1:12 PM
From: Assigned
To: On Hold
Duration in Previous: 41d 19h
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Scott Berry Aug 15, 11:57 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 2d 22h
👷
▶
4 Technician Assigned Aug 15, 6:10 PM
Technician Assigned → Status: Assigned → Status: Entered → Technician Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6h 13m
🆕
Status: Entered by Charles Ramen
From: Assigned, Entered
To: Entered, Assigned
Duration in Previous: 1m, 0m
👷
Technician Assigned by Charles Ramen
Technician: Jordan Moceri
⏳ 3.7 business days
⏸️
Status: On Hold by Charles Ramen Aug 20, 1:20 PM
From: Assigned
To: On Hold
Duration in Previous: 4d 19h
👷
▶
2 Status: Assigned Aug 21, 11:06 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Jordan Moceri
⚠️ 7.0 business days
⏸️
Status: On Hold by Stephanie Ramen Aug 31, 10:14 PM
From: Assigned
To: On Hold
Duration in Previous: 10d 11h
⏳ 1.0 business days
👷
▶
3 Technician Assigned Sep 2, 1:56 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 15h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-29T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Rhea Berry Sep 8, 11:39 AM
Scheduled For: 2025-09-30T13:00:00.000+0000
🚨 17.0 business days
🔧
Status: Tech On Site by Jordan Moceri Sep 30, 9:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 19h
⏱️
▶
2 6x Labor Added Sep 30, 10:55 PM
6x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jordan Moceri
From: Tech On Site
To: Tech Off Site
Duration in Previous: 13h 35m
🔧
Status: Tech On Site by Jordan Moceri Oct 1, 10:18 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 11h 21m
🚗
▶
2 2x Travel Added Oct 1, 11:02 AM
2x Travel Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.05
⏱️
▶
2 2x Labor Added Oct 1, 11:23 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 5m, 0m
📄
Status: Ready to Bill by Diane Patton Oct 2, 3:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 42m
🚨 21.0 business days
📨
Status: Invoice Pending by Diane Patton Oct 31, 3:55 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 29d 0h
💰
Status: Invoiced by Diane Patton Oct 31, 4:03 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:32 AM
Invoice Number: SM-245414

Bottlenecks

Assigned
Duration: 29.3 business days (threshold: 4.0 business hours)
Exceeded by 28.8 business days
Assigned
Duration: 3.2 business days (threshold: 4.0 business hours)
Exceeded by 2.7 business days
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 20.8 business days (threshold: 2.0 business days)
Exceeded by 18.8 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 20.6 business days (threshold: 1.0 business days)
Exceeded by 19.6 business days

🔗 Related Artifacts

📞
Case 00506850
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Jordan Moceri
Scheduled
Sep 30, 9:00 AM
Created
Jul 1, 8:20 AM
Invoice #
SM-245414

Work Details (11)

Name Type Status Qty Amount Date
WL-02955630 Labor Open 2.6833333333333 $0.00 Sep 30, 10:55 PM
WL-02955631 Labor Open 4.3166666666667 $0.00 Sep 30, 10:55 PM
WL-02955632 Labor Open 2.75 $0.00 Sep 30, 10:55 PM
WL-02955633 Labor Open 0.33333333333333 $0.00 Sep 30, 10:55 PM
WL-02955634 Travel Open 160 - Sep 30, 10:55 PM
WL-02955635 Travel Open 160 - Sep 30, 10:55 PM
WL-02955949 Travel Open 176 - Oct 1, 11:02 AM
WL-02955950 Travel Open 176 - Oct 1, 11:02 AM
WL-02955952 Labor Open 3.05 $0.00 Oct 1, 11:04 AM
WL-02957179 Labor Open 3.1833333333333 $2,841.60 Oct 1, 11:23 PM
WL-02957180 Labor Open 2.8333333333333 $0.00 Oct 1, 11:23 PM

Details