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WO-01301904 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Woodward, MI — 14507 Woodward Ave, Highland Park MI, 48203

Sep 5, 2025 → Nov 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 7, 2025
✓ SLA Met (3 biz days early)
Active: 1 biz days
Paused: 40 biz days
🕐 Clock stopped: Invoiced (Nov 4, 2025)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸40d
⏸ Clock Paused
Status: Awaiting Parts
Sep 5 → Nov 3, 2025
40 business days (not counted)
▶ Clock Running
Status: L2 Review
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Sep 5, 2025 Invoiced: Nov 4, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → Nov 3 Awaiting Parts ⏸ Paused 40 —
Nov 3 → Nov 4 L2 Review ▶ Running 1 1
Nov 4 → Nov 4 Completed ▶ Running 0 1
Dispatch 0.0d
Material Management 41.0d
Field Work 0.0d
Billing 18.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
41.0 days
Over SLA
Field Work
0.0 days
Billing
18.0 days
Over SLA
Created: Sep 5, 2025 Due: Nov 7, 2025 Completed: Nov 4, 2025 (3 days early)
📅
42.0 days Total Age
⏱️
41.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
54.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00524645
L2 HCP
Closed
Expired accessories Expired Accessories – Emsar to ship replacement (AED Pads, Batteries). Unit is missing pads. Needs new pads shipped in. I replaced the batteries.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lela Terrell-Peoples
Owner
Virtual Tech
Created
Sep 4, 2025
Work Orders from this Case (1)
WO-01301904 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 5, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 41.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 54.0 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
41.0d / 3.0d SLA
L2 Review
1.3d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
15.3d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Expired accessories Expired Accessories – Emsar to ship replacement (AED Pads, Batteries). Unit is missing pads. Needs new pads shipped in. I replaced the batteries. https://www.ebiotrack.com/workorder.php?wo=68010

Timeline

📞
Case Linked Sep 4, 2:56 PM
Case Number: 00524645
Subject: L2 HCP
Status: Closed
📋
▶
3 Work Order Created Sep 5, 7:59 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00081281
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 41.0 business days
🔩
▶
2 2x Parts Added Nov 3, 4:28 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Canterbury
From: Awaiting Parts
To: L2 Review
Duration in Previous: 59d 9h
✔️
▶
4 Status: Completed Nov 4, 8:15 AM
Status: Completed → Labor Added → Status: Assigned → Technician Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 1m, 0m
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 5, 4:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 8h
🚨 15.9 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 25d 21h
⏳ 3.0 business days
💰
Status: Invoiced by Diane Patton Dec 3, 9:30 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h
🚨 54.0 business days
🧾
Invoice Created Feb 20, 10:38 AM
Invoice Number: SM-247862

Bottlenecks

Awaiting Parts
Duration: 41.0 business days (threshold: 3.0 business days)
Exceeded by 38.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.3 business days (threshold: 1.0 business days)
Exceeded by 14.3 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00524645
Closed
📦
Parts Order 00081281
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 5, 7:59 AM
Invoice #
SM-247862

Work Details (3)

Name Type Status Qty Amount Date
WL-02994443 Parts Open 1 $240.41 Nov 3, 4:28 PM
WL-02994444 Expenses Open 1 $11.53 Nov 3, 4:29 PM
WL-02995332 Labor Open 0.016666666666667 $30.64 Nov 4, 8:16 AM

Details