Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305064 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • P3

📍 Oak Street Health - Brighton Park — 4327 S Archer Ave, Chicago IL, 60632

Sep 18, 2025 → Nov 4, 2025

✅ Completed

SLA Clock

3 business days from creation · Target: Sep 23, 2025

✗ SLA Missed

Active: 0 biz days

Paused: 32 biz days

Budget: 3 biz days

🕐 Clock stopped: Completed (Nov 4, 2025)

SLA Target

▶ Clock Running

Status: Created

Sep 18 → Sep 18, 2025

0 business days (counted)

Running total: 0 of 3 biz days used

⏸ Clock Paused

Status: Awaiting Parts

Sep 18 → Sep 18, 2025

0 business days (not counted)

▶ Clock Running

Status: Assigned

Sep 18 → Sep 18, 2025

0 business days (counted)

Running total: 0 of 3 biz days used

⏸32d

⏸ Clock Paused

Status: Awaiting Parts

Sep 18 → Nov 4, 2025

32 business days (not counted)

▶ Clock Running

Status: Reschedule

Nov 4 → Nov 4, 2025

0 business days (counted)

Running total: 0 of 3 biz days used

Created: Sep 18, 2025 Completed: Nov 4, 2025

Business Days Used 0 / 3

0 3d budget

Show SLA Clock Detail (5 periods)

Period	Status	Clock	Biz Days	Running Total
Sep 18 → Sep 18	Created	▶ Running	0	0 / 3
Sep 18 → Sep 18	Awaiting Parts	⏸ Paused	0	—
Sep 18 → Sep 18	Assigned	▶ Running	0	0 / 3
Sep 18 → Nov 4	Awaiting Parts	⏸ Paused	32	—
Nov 4 → Nov 4	Reschedule	▶ Running	0	0 / 3

Dispatch 0.0d

Material Management 33.1d

Coordinators 0.2d

Billing 36.9d

✗ SLA Missed

Dispatch
0.0 days

Material Management
33.1 days
Over SLA

Coordinators
0.2 days

Billing
36.9 days
Over SLA

Created: Sep 18, 2025 Due: Sep 23, 2025 Completed: Nov 4, 2025 (41 days late)

📅

33.0 days Total Age

⏱️

33.0d in Awaiting Parts Longest Stage

🔄

8 transitions Status Changes

⚠️

65.5d over Total Delay

📦

1 orders, 0 quotes Parts & Quotes

📝

7 lines Work Details

🚩

3 visits On-Site Trips

📋

Coordinator Scheduling

🚩

3 On-Site Visits (1 reschedule)

3 on-site visits — why were multiple trips needed?

Visit 1 Sep 16, 2025

Visit 2 Sep 17, 2025

Visit 3 Sep 18, 2025

AI Analysis

Generating AI analysis...

Originating Case

Open in Salesforce →

🎫

Case #00528161

L2 review - HCP

Closed

I will be needing a new WO created for Location: "Oak Street Health - Brighton Park". For new AED batteries to be replaced (Qty. 10 of p/n: CR123) to be shipped to site, please make this a repair WO so I can go onsite to complete the replacement. -Ryan Byer

Priority

High

Origin

Reason

New Case

Contact

Clarivel Gonzalez

Owner

Virtual Tech

Created

Sep 17, 2025

Work Orders from this Case (1)

WO-01305064 (current) Invoiced

Virtual Tech - Drop Shipment • Virtual Tech

Created: Sep 18, 2025 • Closed: Nov 4, 2025

Completed with significant delays

Invoiced • 167 days old

🚨

Primary Delay 33.0 days stuck in "Awaiting Parts"

⏱️

Total Delay 65.5 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

33.1d / 3.0d SLA

Reschedule

0.2d / 2.0d SLA

Closed

2.6d / 1.0d SLA

Billing Review

22.6d / 2.0d SLA

Ready to Bill

14.3d / 1.0d SLA

Invoice Pending

0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed

                        9-18 Sent email with video on how to replace batteries and VT Hot line # if assistance needed.
9-21 RJB I am putting time on this WO because I went to get Energizer batteries per Email from J. Whalen on evening of 9/16 and replace them on 9/17, until I was informed by T. Santiago that we can only use Duracell coppertop batteries, prompting this WO.                    

🔍 Technician Findings

                        issue resolved                    

⚠️ Problem Description

                        VT Drop ship AED batt to Customer to assist with replacement. https://www.ebiotrack.com/workorder.php?wo=68291                    

📧