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Detailed work order timeline, KPIs, and analysis

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WO-01303863 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Pontiac, MI — 462 N Telegraph Rd, Pontiac MI, 48341

Sep 11, 2025 → Nov 24, 2025

✅ Completed

SLA Clock

Per client agreement · Target: Oct 10, 2025

✗ SLA Missed

Active: 1 biz days

Paused: 49 biz days

🕐 Clock stopped: Invoiced (Nov 24, 2025)

▶ Clock Running

Status: Created

Sep 11 → Sep 11, 2025

0 business days (counted)

Running total: 0 of ? biz days used

⏸49d

⏸ Clock Paused

Status: Awaiting Parts

Sep 11 → Nov 21, 2025

49 business days (not counted)

▶ Clock Running

Status: L2 Review

Nov 21 → Nov 24, 2025

1 business day (counted)

Running total: 1 of ? biz days used

▶ Clock Running

Status: Completed

Nov 24 → Nov 24, 2025

0 business days (counted)

Running total: 1 of ? biz days used

Created: Sep 11, 2025 Invoiced: Nov 24, 2025

Show SLA Clock Detail (4 periods)

Period	Status	Clock	Biz Days	Running Total
Sep 11 → Sep 11	Created	▶ Running	0	0
Sep 11 → Nov 21	Awaiting Parts	⏸ Paused	49	—
Nov 21 → Nov 24	L2 Review	▶ Running	1	1
Nov 24 → Nov 24	Completed	▶ Running	0	1

Dispatch 0.0d

Material Management 49.5d

Coordinators 0.0d

Billing 5.6d

✗ SLA Missed

Dispatch
0.0 days

Material Management
49.5 days
Over SLA

Coordinators
0.0 days

Billing
5.6 days
Over SLA

Created: Sep 11, 2025 Due: Oct 10, 2025 Completed: Nov 24, 2025 (44 days late)

📅

51.0 days Total Age

⏱️

49.5d in Awaiting Parts Longest Stage

🔄

7 transitions Status Changes

⚠️

50.1d over Total Delay

📦

1 orders, 0 quotes Parts & Quotes

📝

3 lines Work Details

🏠

1 visit On-Site Trips

📋

Coordinator Scheduling

AI Analysis

Generating AI analysis...

Originating Case

Open in Salesforce →

🎫

Case #00526130

eBiotrack - New Work Order Request - Inspection Repair

Closed

Oak Street Health - Pontiac, MI Site: Oak Street Health - Pontiac, MI Customer: Oak Street Health Customer #: 256 462 N Telegraph Rd Pontiac, MI 48341-1037 Inspection #: 28596 Asset ID: 13264600 Model: Zoll Medical Corporation - AED Plus Notes: Expired accessories Parts Needed- Emsar to follow up with quote for needed replacement part. Need to order in new pads. Expired accessories

Priority

Standard

Origin

Reason

New Case

Contact

Bonnie Stiller

Owner

Virtual Tech

Created

Sep 10, 2025

Work Orders from this Case (1)

WO-01303863 (current) Invoiced

Virtual Tech - Drop Shipment • Virtual Tech

Created: Sep 11, 2025 • Closed: Nov 24, 2025

Completed with significant delays

Invoiced • 174 days old

🚨

Primary Delay 49.5 days stuck in "Awaiting Parts"

⏱️

Total Delay 50.1 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

49.5d / 3.0d SLA

L2 Review

2.0d

Assigned

0.0d / 0.5d 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

                        parts ordered and shipped to site                    

🔍 Technician Findings

                        parts ordered and shipped to site                    

⚠️ Problem Description

                        Oak Street Health - Pontiac, MI
Site: Oak Street Health - Pontiac, MI
Customer: Oak Street Health
Customer #: 256
462 N Telegraph Rd Pontiac, MI 48341-1037
Inspection #: 28596
Asset ID: 13264600
Model: Zoll Medical Corporation - AED Plus
Notes: Expired accessories Parts Needed- Emsar to follow up with quote for needed replacement part. Need to order in new pads. Expired accessories https://www.ebiotrack.com/workorder.php?wo=68130                    

📧