Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303050 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

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

Sep 8, 2025 → Nov 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 49 biz days
🕐 Clock stopped: Completed (Nov 24, 2025)
▶ Clock Running
Status: Created
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸49d
⏸ Clock Paused
Status: Awaiting Parts
Sep 8 → Nov 18, 2025
49 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 8, 2025 Completed: Nov 24, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 8 → Sep 8 Created ▶ Running 0 0
Sep 8 → Nov 18 Awaiting Parts ⏸ Paused 49 —
Nov 18 → Nov 24 Reschedule ▶ Running 4 4
Nov 24 → Nov 24 Assigned ▶ Running 0 4
Dispatch 0.0d
Material Management 50.0d
Coordinators 4.1d
Field Work 0.0d
Billing 5.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
50.0 days
Over SLA
Coordinators
4.1 days
Over SLA
Field Work
0.0 days
Billing
5.6 days
Over SLA
Created: Sep 8, 2025 Due: Oct 31, 2025 Completed: Nov 24, 2025 (23 days late)
📅
54.0 days Total Age
⏱️
50.0d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
52.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

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 Invoiced
Virtual Tech • Virtual Tech
Created: Aug 27, 2025 • Closed: Aug 27, 2025
WO-01303050 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Sep 8, 2025 • Closed: Nov 24, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 50.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 52.8 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
50.0d / 3.0d SLA
Reschedule
4.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
part ordered and shipped to site 1Z834Y5E0377449989
🔍 Technician Findings
part ordered and shipped to site 1Z834Y5E0377449989
⚠️ Problem Description
Work Order #82166 Work Order Description: we did not receive a key for the freezer. https://www.ebiotrack.com/workorder.php?wo=68037

Timeline

📞
Case Linked Aug 27, 11:18 AM
Case Number: 00522550
Subject: Oak Street Health - 24 Hour - 82166: New Work Order Assigned
Status: Closed
⚠️ 8.0 business days
📋
▶
3 Work Order Created Sep 8, 8:10 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00081338
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 4m
🚨 50.0 business days
🔩
▶
2 2x Parts Added Nov 18, 6:01 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 71d 10h
⏳ 4.7 business days
⏱️
▶
5 Labor Added Nov 24, 8:21 AM
Labor Added → Status: Assigned → Technician Assigned → Status: Completed → Status: Closed
👷
Status: Assigned by Wendy Argueta
From: Reschedule
To: Assigned
Duration in Previous: 5d 14h
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 25, 10:44 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⏳ 3.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 3h
⏳ 3.0 business days
💰
Status: Invoiced by Diane Patton Dec 3, 9:30 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h
🚨 21.0 business days
🧾
Invoice Created Jan 2, 7:14 PM
Invoice Number: SM-247862

Bottlenecks

Awaiting Parts
Duration: 50.0 business days (threshold: 3.0 business days)
Exceeded by 47.0 business days
Reschedule
Duration: 4.1 business days (threshold: 2.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00522550
Closed
📦
Parts Order 00081338
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 8, 8:10 AM
Invoice #
SM-247862

Work Details (3)

Name Type Status Qty Amount Date
WL-03011879 Parts Open 2 $18.36 Nov 18, 6:01 PM
WL-03011880 Expenses Open 1 $17.58 Nov 18, 6:01 PM
WL-03018195 Labor Open 0.31666666666667 $61.29 Nov 24, 8:21 AM

Details