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← WO Overview

WO-01304208 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Encanto Village — 1940 W Indian School RD STE 1, Phoenix AZ, 85015

Sep 12, 2025 → Nov 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (24 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
35d
▶ Clock Running
Status: Scheduled
Sep 15 → Nov 4, 2025
35 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 37 of ? biz days used
Created: Sep 12, 2025 Completed: Nov 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 12 Ready for Scheduling ▶ Running 0 0
Sep 12 → Sep 15 Assigned ▶ Running 1 1
Sep 15 → Nov 4 Scheduled ▶ Running 35 36
Nov 4 → Nov 5 Tech On Site ▶ Running 1 37
Dispatch 0.0d
Coordinators 37.5d
Field Work 1.0d
Billing 17.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
37.5 days
Over SLA
Field Work
1.0 days
Billing
17.3 days
Over SLA
Created: Sep 12, 2025 Due: Nov 28, 2025 Completed: Nov 5, 2025 (23 days early)
📅
36.7 days Total Age
⏱️
36.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
50.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526682
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 101 https://www.ebiotrack.com/inspection.php?iid=30020 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Theresa Erschen
Owner
John Rolston
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304208 (current) Invoiced
Inspection • Tyler Bollman
Created: Sep 12, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 36.0 days stuck in "Scheduled"
⏱️
Total Delay 50.2 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
36.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
14.6d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/15/2025 SRobinson- Received an email from Theresa Erschen stating that she no longer oversees this clinic and to reach out to Tammy.Johnson@oakstreethealth.com. Updating contact.

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 93 items
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 101 https://www.ebiotrack.com/inspection.php?iid=30020 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Sep 12, 7:00 AM
Case Number: 00526682
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Sep 12, 3:17 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
2 Technician Assigned Sep 12, 4:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 7m
1.9 business days
🗓️
2 Status: Scheduled Sep 15, 12:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-05T16:00:00.000+0000
🚨 26.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Oct 21, 4:30 PM
Scheduled For: 2025-11-04T16:00:00.000+0000
🚨 10.9 business days
🔧
Status: Tech On Site by Tyler Bollman Nov 4, 12:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 50d 0h
⏱️
2 2x Labor Added Nov 4, 2:15 PM
2x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4.5
⏱️
2 2x Labor Added Nov 4, 7:12 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Tyler Bollman
From: Tech On Site
To: Completed
Duration in Previous: 7h 10m
🏁
Status: Closed by Tyler Bollman Nov 4, 8:00 PM
From: Completed
To: Closed
Duration in Previous: 47m
2.5 business days
📄
Status: Ready to Bill by Diane Patton Nov 6, 1:54 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 17h
🚨 15.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 23h
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

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business hours
Scheduled
Duration: 36.0 business days (threshold: 2.0 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: 14.6 business days (threshold: 1.0 business days)
Exceeded by 13.6 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00526682
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Tyler Bollman
Scheduled
Nov 4, 11:00 AM
Created
Sep 12, 3:17 PM
Invoice #
SM-247862

Work Details (6)

Name Type Status Qty Amount Date
WL-02995767 Labor Open 1 $0.00 Nov 4, 2:15 PM
WL-02995768 Travel Open 21 - Nov 4, 2:15 PM
WL-02995771 Labor Open 4.5 $0.00 Nov 4, 2:18 PM
WL-02995772 Labor Open 4 $2,389.10 Nov 4, 2:18 PM
WL-02996336 Labor Open 1 $0.00 Nov 4, 7:12 PM
WL-02996337 Travel Open 21 - Nov 4, 7:12 PM

Details