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← WO Overview

WO-01298324 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - 23rd Street — 1918 NE 23rd Street, Oklahoma City OK, 73111

Aug 19, 2025 → Nov 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (48 biz days late)
Active: 57 biz days
🕐 Clock stopped: Completed (Nov 10, 2025)
▶ Clock Running
Status: Created
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Aug 19 → Sep 8, 2025
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Entered
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 13 of ? biz days used
13d
▶ Clock Running
Status: On Hold
Sep 8 → Sep 25, 2025
13 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 26 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Sep 25 → Oct 13, 2025
11 business days (counted)
Running total: 37 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Oct 13 → Nov 10, 2025
20 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 57 of ? biz days used
Created: Aug 19, 2025 Completed: Nov 10, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ Running 0 0
Aug 19 → Aug 19 Ready for Scheduling ▶ Running 0 0
Aug 19 → Sep 8 Assigned ▶ Running 13 13
Sep 8 → Sep 8 Entered ▶ Running 0 13
Sep 8 → Sep 25 On Hold ▶ Running 13 26
Sep 25 → Sep 25 Ready for Scheduling ▶ Running 0 26
Sep 25 → Oct 13 Assigned ▶ Running 11 37
Oct 13 → Nov 10 Scheduled ▶ Running 20 57
Nov 10 → Nov 10 Tech On Site ▶ Running 0 57
Dispatch 0.0d
Holding 14.0d (excluded)
Coordinators 45.8d
Field Work 1.0d
Billing 13.6d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
14.0 days
Coordinators
45.8 days
Over SLA
Field Work
1.0 days
Billing
13.6 days
Over SLA
Created: Aug 19, 2025 Due: Oct 31, 2025 Completed: Nov 10, 2025 (9 days late)
📅
58.0 days Total Age
⏱️
20.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
54.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520061
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 81 https://www.ebiotrack.com/inspection.php?iid=29418 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Greg Welch
Owner
John Rolston
Created
Aug 19, 2025
Work Orders from this Case (1)
WO-01298324 (current) Invoiced
Inspection • Zachary Stieben
Created: Aug 19, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 20.0 days stuck in "Scheduled"
⏱️
Total Delay 54.4 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
0.1d / 1.0d SLA
Assigned
25.6d / 0.5d SLA
On Hold
14.0d
Scheduled
20.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
11.0d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/25 KKelch Ben called me back to schedule for 10/30 between 9 and 11 am. He is currently OOO but gave me Josh Capps at 405-203-7530

9/25 KKelch called Ben to schedule for 10/30 between 9 and 11 am. Left VM. 

9/25 SBerry: POC updated; WO moved to RFS

9/8 KKelch called Josh to schedule for 10/3. Busy signal came up, placed on hold. 

9/2 KKelch called Josh to schedule for 10/31 between 9 and 10 am. Left VM. 

8/25 KKelch called Josh to schedule for 10/27 between 9 and 10 am. Left VM. 

8/25 KKelch called Greg to schedule for 10/27 between 9 and 10 am. He asked me to call Josh Caps at 405-203-7530

🔧 Work Performed
Inspected 85 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
11/10/2025 Zachary Stieben arrived on site. Found 85 pieces of equipment to be inspected.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 81 https://www.ebiotrack.com/inspection.php?iid=29418 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Aug 19, 7:00 AM
Case Number: 00520061
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Aug 19, 9:10 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Aug 19, 10:01 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 50m
🚨 14.0 business days
🆕
Status: Entered by Kaitlyn Kelch Sep 8, 10:36 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 20d 0h, 0m
🚨 14.0 business days
📅
Status: Ready for Scheduling by Scott Berry Sep 25, 2:38 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 17d 4h
👷
2 Technician Assigned Sep 25, 2:55 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
🚨 12.0 business days
🗓️
2 Status: Scheduled Oct 13, 12:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-10T15:00:00.000+0000
🚨 20.0 business days
🔧
Status: Tech On Site by Zachary Stieben Nov 10, 9:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 22h
✔️
Status: Completed by Zachary Stieben Nov 10, 1:45 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 6m
🚗
3 2x Travel Added Nov 10, 5:45 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 3.9166666666667, 4.0833333333333, 3.75
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 4h 3m
2.8 business days
📄
Status: Ready to Bill by Diane Patton Nov 13, 9:25 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
🚨 11.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 4h
3.0 business days
🧾
2 Invoice Created Dec 3, 9:30 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h

Bottlenecks

Assigned
Duration: 14.0 business days (threshold: 4.0 business hours)
Exceeded by 13.5 business days
Assigned
Duration: 11.6 business days (threshold: 4.0 business hours)
Exceeded by 11.1 business days
Scheduled
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00520061
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Nov 10, 10:00 AM
Created
Aug 19, 9:10 AM
Invoice #
SM-247862

Work Details (5)

Name Type Status Qty Amount Date
WL-03002511 Travel Open 214 - Nov 10, 5:45 PM
WL-03002512 Travel Open 214 - Nov 10, 5:45 PM
WL-03002513 Labor Open 3.9166666666667 $0.00 Nov 10, 5:48 PM
WL-03002514 Labor Open 4.0833333333333 $2,199.00 Nov 10, 5:48 PM
WL-03002515 Labor Open 3.75 $0.00 Nov 10, 5:48 PM

Details