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WO-01303642 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Speedway, IN — 5926 Crawfordsville Rd, unit B, Speedway IN, 46624

Sep 10, 2025 → Nov 18, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 15, 2025
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 43 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Sep 19, 2025
7 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Sep 19 → Sep 22, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
⏸36d
⏸ Clock Paused
Status: Awaiting Parts
Sep 23 → Nov 14, 2025
36 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 14 → Nov 14, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Scheduled
Nov 17 → Nov 19, 2025
2 business days (counted)
Running total: 5 of 3 biz days used
Created: Sep 10, 2025 Completed: Nov 19, 2025
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 3
Sep 10 → Sep 19 Awaiting Parts ⏸ Paused 7 —
Sep 19 → Sep 19 Reschedule ▶ Running 0 0 / 3
Sep 19 → Sep 19 Assigned ▶ Running 0 0 / 3
Sep 19 → Sep 22 Scheduled ▶ Running 1 1 / 3
Sep 22 → Sep 23 Tech On Site ▶ Running 1 2 / 3
Sep 23 → Nov 14 Awaiting Parts ⏸ Paused 36 —
Nov 14 → Nov 14 Reschedule ▶ Running 0 2 / 3
Nov 14 → Nov 14 Awaiting Parts ⏸ Paused 0 —
Nov 14 → Nov 17 Reschedule ▶ Running 1 3 / 3
Nov 17 → Nov 19 Scheduled ▶ Running 2 5 / 3
Dispatch 0.0d
Material Management 45.3d
Coordinators 5.0d
Field Work 2.0d
Billing 8.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
45.3 days
Over SLA
Coordinators
5.0 days
Field Work
2.0 days
Over SLA
Billing
8.5 days
Over SLA
Created: Sep 10, 2025 Due: Sep 15, 2025 Completed: Nov 19, 2025 (64 days late)
📅
48.2 days Total Age
⏱️
37.0d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
46.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Vincent Nyathi — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 22, 2025
Visit 2 Nov 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526019
Oak Street Health - 48 Hour - 88436: New Work Order Assigned
Closed
Work Order #88436 Work Order Description: ProBP 3400 BP machine will not stay charged.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mariah Smith
Owner
Virtual Tech
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303642 (current) Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Sep 10, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 37.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 46.4 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
Awaiting Parts
45.3d / 3.0d SLA
Reschedule
1.6d / 2.0d SLA
Scheduled
3.4d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
5.8d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/17/2025 - VNyathi - Did not complete this WO, will complete this on 11/18. Mariah was refering to a different WO - Mounted BP machine.


11/17/2025 CRamen spoke with Mariah and she stated that Vincent was there and did the repair and unit is working as it should. 

11/17/2025 CRamen parts delivered today


9/22/2025 VNyathi - Part ordered not delivered yet


9/19/2025 CRamen spoke with Mariah and scheduled for Monday 9/22/2025 between 8-10am. 

🔧 Work Performed
Evaluated unit. Found Power adapter does not retain the power cord, resulting in loss of connection and preventing the unit from charging and needs replaced. Return trip required. Repair - Replaced power adapter and battery Tested the unit, working as intended. Unit returned to service.
🔍 Technician Findings
Power adapter does not retain the power cord, resulting in loss of connection and preventing the unit from charging and needs replaced Part Number -- PWCD-6WT-B
⚠️ Problem Description
Work Order #88436 Work Order Description: ProBP 3400 BP machine will not stay charged. https://www.ebiotrack.com/workorder.php?wo=68111

Timeline

📞
Case Linked Sep 10, 12:06 PM
Case Number: 00526019
Subject: Oak Street Health - 48 Hour - 88436: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Sep 10, 12:34 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00081526
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 6.0 business days
💵
Expenses Added Sep 17, 2:54 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔩
▶
2 Parts Added Sep 19, 3:03 PM
Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 9d 2h
👷
▶
3 Technician Assigned Sep 19, 3:37 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 33m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-22T13:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Sep 22, 12:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
⏱️
3x Labor Added Sep 23, 12:18 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 0.83333333333333, 64
📦
▶
2 Parts Requested Sep 23, 11:40 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Vincent Nyathi
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 23h 27m
🚨 37.0 business days
💵
▶
2 Expenses Added Nov 14, 11:42 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts, Reschedule
To: Reschedule, Awaiting Parts
Duration in Previous: 52d 1h, 0m
🔩
▶
2 2x Parts Added Nov 14, 2:35 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Canterbury
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 52m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 17, 2:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-17T21:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Nov 18, 9:22 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 6h, 0m
⏳ 2.3 business days
📄
Status: Ready to Bill by Diane Patton Nov 20, 12:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 14h
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 1h
⏳ 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

Awaiting Parts
Duration: 7.9 business days (threshold: 3.0 business days)
Exceeded by 4.9 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Awaiting Parts
Duration: 37.0 business days (threshold: 3.0 business days)
Exceeded by 34.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00526019
Closed
📦
Parts Order 00081526
Closed
📦
Parts Order 00082190
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Vincent Nyathi
Scheduled
Nov 17, 4:00 PM
Created
Sep 10, 12:34 PM
Invoice #
SM-247862

Work Details (13)

Name Type Status Qty Amount Date
WL-02938936 Expenses Open 1 $16.50 Sep 17, 2:54 PM
WL-02942624 Parts Open 1 $109.15 Sep 19, 3:03 PM
WL-02945501 Labor Open 0.5 $61.29 Sep 23, 12:18 AM
WL-02945502 Labor Open 0.83333333333333 $122.57 Sep 23, 12:18 AM
WL-02945503 Travel Open 64 - Sep 23, 12:18 AM
WL-03007495 Expenses Open 1 $22.55 Nov 14, 11:42 AM
WL-03007800 Parts Open 1 $205.13 Nov 14, 2:35 PM
WL-03007801 Expenses Open 1 $0.00 Nov 14, 2:35 PM
WL-03012227 Labor Open 0.58333333333333 $91.93 Nov 18, 9:22 PM
WL-03012228 Labor Open 0.58333333333333 $91.93 Nov 18, 9:22 PM
WL-03012229 Labor Open 0.33333333333333 $0.00 Nov 18, 9:22 PM
WL-03012230 Travel Open 23 - Nov 18, 9:22 PM
WL-03012231 Travel Open 4.4 - Nov 18, 9:22 PM

Details