Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01298913 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Fort Wayne, IN — 436 E Washington Blvd, Ft Wayne IN, 46802

Aug 21, 2025 → Present

⛔ Blocked
PC
SLA Clock
Per client agreement · Target: Oct 17, 2025
⚠ 92 biz days overdue
Active: 131 biz days
▶ Clock Running
Status: Created
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 21 → Aug 21, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Aug 21 → Aug 25, 2025
2 business days (counted)
Running total: 2 of ? biz days used
129d
▶ Clock Running
Status: On Hold
Aug 25 → Mar 5, 2026
129 business days (counted)
Running total: 131 of ? biz days used
Created: Aug 21, 2025 Today
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 21 → Aug 21 Created ▶ Running 0 0
Aug 21 → Aug 21 Awaiting Parts ⏸ Paused 0 —
Aug 21 → Aug 25 Reschedule ▶ Running 2 2
Aug 25 → Mar 5 On Hold ▶ Running 129 131
Dispatch 0.0d
Material Management 0.2d
Coordinators 3.0d
⚠ Overdue
Dispatch
0.0 days
Material Management
0.2 days
Coordinators
3.0 days
Over SLA
Created: Aug 21, 2025 Due: Oct 17, 2025 (139 days overdue)
📅
132.0 days Total Age
⏱️
3.0d in Reschedule Longest Stage
🔄
3 transitions Status Changes
⚠️
1.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00520309
Oak Street Health - 48 Hour - 78569: New Work Order Assigned
Closed
Work Order #78569 Work Order Description: retinaview repair needed
Priority
Standard
Origin
Email
Reason
New Case
Contact
staisy cardenas
Owner
Virtual Tech
Created
Aug 19, 2025
Work Orders from this Case (3)
WO-01298500 Invoiced
Virtual Tech • Virtual Tech
Created: Aug 19, 2025 • Closed: Aug 21, 2025
WO-01298913 (current) On Hold
SWAPOUT
Created: Aug 21, 2025
WO-01303674 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Sep 10, 2025 • Closed: Dec 1, 2025
On Track
On Hold • 195 days old
🚨
Primary Delay 3.0 days stuck in "Reschedule"
⏱️
Total Delay 1.0 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
0.2d / 3.0d SLA
Reschedule
3.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

10/29-RS; Sending reminder with RL attached 

8/25-RS; Sending e2a with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping hotswap to site: Welch Allyn, Inc. RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 13210610 sn: 21700236210077 Shipment Tracking Number: 1Z01E3E70394788388 - delivered - 08/25/2025 Expected back for repair: Welch Allyn, Inc. RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 6029090 S/N: 700015200011 RMA Tracking Number: 1Z01E3E79096454777 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hotswap requested
⚠️ Problem Description
retinaview repair needed Welch Allyn, Inc. RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 6029090 S/N: 700015200011 https://www.ebiotrack.com/workorder.php?wo=67909
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
Case Linked Aug 19, 2:19 PM
Case Number: 00520309
Subject: Oak Street Health - 48 Hour - 78569: New Work Order Assigned
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Aug 21, 10:21 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00080412
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
💵
▶
3 3x Expenses Added Aug 21, 12:03 PM
3x Expenses Added → Parts Requested → Status: Reschedule
📦
Parts Requested
Order: 00080432
Status: Closed
🔄
Status: Reschedule by Brittany Peters
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 42m
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Aug 25, 10:59 AM
From: Reschedule
To: On Hold
Duration in Previous: 3d 22h

Bottlenecks

Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.9 business hours

🔗 Related Artifacts

📞
Case 00520309
Closed
📦
Parts Order 00080412
Closed
📦
Parts Order 00080432
Closed

ℹ️ Work Order Details

Status
On Hold
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Unassigned
Scheduled
N/A
Created
Aug 21, 10:21 AM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-02909702 Expenses Open 1 $11.54 Aug 21, 12:03 PM
WL-02909704 Parts Open 1 - Aug 21, 12:04 PM
WL-02909705 Parts Open 1 - Aug 21, 12:04 PM

Details