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WO-01305493 ↗ ServiceMax

Oak Street Health • Misc. Inspection • P5

📍 Oak Street Health - Tyler, TX — 2115 S Broadway Ave., Tyler TX, 75701

Sep 22, 2025 → Sep 25, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Sep 29, 2025
✓ SLA Met (2 biz days early)
Active: 3 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 3 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 3 of 5 biz days used
Created: Sep 22, 2025 Completed: Sep 25, 2025
Business Days Used 3 / 5
0 5d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0 / 5
Sep 22 → Sep 22 Ready for Scheduling ▶ Running 0 0 / 5
Sep 22 → Sep 22 Assigned ▶ Running 0 0 / 5
Sep 22 → Sep 25 Scheduled ▶ Running 3 3 / 5
Sep 25 → Sep 25 Tech On Site ▶ Running 0 3 / 5
Dispatch 0.0d
Coordinators 4.3d
Field Work 0.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.3 days
Over SLA
Field Work
0.5 days
Created: Sep 22, 2025 Due: Sep 29, 2025 Completed: Sep 25, 2025 (4 days early)
📅
4.0 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529229
Closed
1 new abbott A1C machine needs inspected This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. https://www.ebiotrack.com/inspection.php?iid=30242
Priority
High
Origin
Phone
Reason
New Case
Contact
Caitlyn Beene
Owner
Shelby Robinson
Created
Sep 22, 2025
Work Orders from this Case (1)
WO-01305493 (current) Invoiced
Misc. Inspection • Zachary Stieben
Created: Sep 22, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 4.0 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
0.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
3.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22 KKelch called Caitlyn to schedule for 9/25 between 1:30 and 2:30 pm. Customer confirmed. 

🔧 Work Performed
Inspected 1 piece of equipment per work order instructions. Completed ebiotrack inspection report.
🔍 Technician Findings
9/25/2025 Zachary Stieben arrived on site. Found 1 piece of equipment to be inspected.
⚠️ Problem Description
1 new abbott A1C machine needs inspected This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. https://www.ebiotrack.com/inspection.php?iid=30242

Timeline

📞
▶
3 Case Linked Sep 22, 9:29 AM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01305493
Type: Misc. Inspection
Priority: P5
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Sep 22, 12:40 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
🗓️
▶
2 Status: Scheduled Sep 22, 2:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T18:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Sep 25, 1:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
✔️
Status: Completed by Zachary Stieben Sep 25, 1:58 PM
From: Tech On Site
To: Completed
Duration in Previous: 25m
🚗
▶
3 2x Travel Added Sep 25, 5:25 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 2, 0.5, 2.25
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 3h 30m
⏳ 3.8 business days
📄
Status: Ready to Bill by Diane Patton Sep 30, 9:56 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 16h, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 1, 10:34 AM
Invoice Number: SM-242359

Bottlenecks

Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00529229
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Sep 25, 2:30 PM
Created
Sep 22, 9:33 AM
Invoice #
SM-242359

Work Details (5)

Name Type Status Qty Amount Date
WL-02949549 Travel Open 104 - Sep 25, 5:25 PM
WL-02949550 Travel Open 108 - Sep 25, 5:25 PM
WL-02949554 Labor Open 2 $245.14 Sep 25, 5:28 PM
WL-02949555 Labor Open 0.5 $61.29 Sep 25, 5:28 PM
WL-02949556 Labor Open 2.25 $0.00 Sep 25, 5:28 PM

Details