Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01299873 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Park Fair — 215 Euclid Ave, Des Moines IA, 50313

Aug 27, 2025 → Aug 27, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (45 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Aug 27, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Aug 27, 2025 Completed: Aug 27, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Aug 27 On Hold ▶ Running 0 0
Aug 27 → Aug 27 Assigned ▶ Running 0 0
Dispatch 0.0d
Holding 0.3d (excluded)
Billing 1.6d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.3 days
Billing
1.6 days
Over SLA
Created: Aug 27, 2025 Due: Oct 31, 2025 Completed: Aug 27, 2025 (65 days early)
📅
0.3 days Total Age
⏱️
1.7d in Closed Longest Stage
🔄
5 transitions Status Changes
⚠️
1.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522550
Oak Street Health - 24 Hour - 82166: New Work Order Assigned
Closed
Work Order #82166 Work Order Description: we did not receive a key for the freezer.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kelly Espeland
Owner
Virtual Tech
Created
Aug 27, 2025
Work Orders from this Case (2)
WO-01299873 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Aug 27, 2025 • Closed: Aug 27, 2025
WO-01303050 Invoiced
Virtual Tech • Virtual Tech
Created: Sep 8, 2025 • Closed: Nov 24, 2025
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 1.7 days stuck in "Closed"
⏱️
Total Delay 1.3 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
On Hold
0.3d
Closed
1.7d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Assisting Customer troubleshooting Freezer issues. 8-27 IT to call back to assist VT troubleshooting. Installed yesterday and not cooling down.
🔍 Technician Findings
creed@horizonscientific.com Found that the freezer was not plugged into dedicated outlet. Compressor seems to be turning on now. Customer will send Dickson temp in 30mins. Temp in Spec.
⚠️ Problem Description
Work Order #82166 Work Order Description: Our new freezer was installed yesterday and it is not freezing. Also, we did not receive a key for the freezer. https://www.ebiotrack.com/workorder.php?wo=67776

Timeline

📞
Case Linked Aug 27, 11:18 AM
Case Number: 00522550
Subject: Oak Street Health - 24 Hour - 82166: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Aug 27, 11:36 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
3 Labor Added Aug 27, 2:21 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 2h 44m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Aug 28, 3:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
📨
▶
2 Status: Invoice Pending Aug 29, 1:02 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 117.0 business days
🧾
Invoice Created Feb 20, 10:38 AM
Invoice Number: SM-239619

Bottlenecks

Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.6 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours

🔗 Related Artifacts

📞
Case 00522550
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Aug 27, 11:36 AM
Invoice #
SM-239619

Work Details (1)

Name Type Status Qty Amount Date
WL-02916872 Labor Open 0.6 $91.93 Aug 27, 2:21 PM

Details