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WO-01306088 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Edgewood — 5743 Preston Highway, Louisville KY, 40219

Sep 24, 2025 → Jan 4, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 29, 2025
✗ SLA Missed (11 biz days late)
Active: 14 biz days
Paused: 53 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 5, 2026)
SLA Target
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸53d
⏸ Clock Paused
Status: Awaiting Parts
Sep 24 → Dec 12, 2025
53 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 12 → Dec 17, 2025
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: On Hold
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
9d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 2, 2026
9 business days (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 2 → Jan 5, 2026
1 business day (counted)
Running total: 14 of 3 biz days used
Created: Sep 24, 2025 Completed: Jan 5, 2026
Business Days Used 14 / 3
0 3d budget +11d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0 / 3
Sep 24 → Dec 12 Awaiting Parts ⏸ Paused 53 —
Dec 12 → Dec 12 Reschedule ▶ Running 0 0 / 3
Dec 12 → Dec 17 Assigned ▶ Running 3 3 / 3
Dec 17 → Dec 17 Entered ▶ Running 0 3 / 3
Dec 17 → Dec 18 On Hold ▶ Running 1 4 / 3
Dec 18 → Dec 18 Assigned ▶ Running 0 4 / 3
Dec 18 → Jan 2 Scheduled ▶ Running 9 13 / 3
Jan 2 → Jan 5 Tech On Site ▶ Running 1 14 / 3
Dispatch 0.0d
Material Management 53.5d
Holding 2.0d (excluded)
Coordinators 13.7d
Field Work 1.3d
Billing 20.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
53.5 days
Over SLA
Holding (excluded from total)
2.0 days
Coordinators
13.7 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
20.3 days
Over SLA
Created: Sep 24, 2025 Due: Dec 17, 2025 Completed: Jan 5, 2026 (18 days late)
📅
67.0 days Total Age
⏱️
53.5d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
80.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00529586
Oak Street Health - 48 Hour - 94243: New Work Order Assigned
Closed
Work Order #94243 Area: Exam Room - 14 Work Order Description: Otoscope is not working
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tamara Kizer
Owner
Virtual Tech
Created
Sep 23, 2025
Work Orders from this Case (2)
WO-01305745 Invoiced
Virtual Tech • Virtual Tech
Created: Sep 23, 2025 • Closed: Sep 24, 2025
WO-01306088 (current) Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Sep 24, 2025 • Closed: Jan 4, 2026
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 53.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 80.5 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
53.5d / 3.0d SLA
Reschedule
0.4d / 2.0d SLA
Assigned
3.3d / 0.5d SLA
On Hold
2.0d
Scheduled
10.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
19.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18/2025 CRamen Tamara returned call and requested scheduling for Friday 1/2/2025 with tech arrival between 9-11am as shes on PTO next 2 weeks. Informed Tamara that her VMBox is not yet set up yet


12/17/2025 CRamen no response email or phone. Returning to dispatch/Placing On Hold and escalating to AM

12/17/2025 CRamen left a vm for a returned call to schedule


12/16/2025 CRamen left a vm for a returned call to schedule


12/15/25 RBerry- Updated due date based on parts. Removed delay code.


12/12/2025 CRamen Logged email requesting Tuesday 12/16/2025 with an arrival window between 9-11am. Call went to vm thats full. Placeholder set


🔧 Work Performed
Installed new otoscope bulb, tested the unit - working as intended Left the customer with an extra otoscope bulbs as a spare.
🔍 Technician Findings
Wall transformer otoscope not turnong on
⚠️ Problem Description
Work Order #94243 Area: Exam Room - 14 Work Order Description: Otoscope is not working https://www.ebiotrack.com/workorder.php?wo=68482

Timeline

📞
Case Linked Sep 23, 10:18 AM
Case Number: 00529586
Subject: Oak Street Health - 48 Hour - 94243: New Work Order Assigned
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Sep 24, 4:15 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082347
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 54.0 business days
🔩
▶
2 2x Parts Added Dec 12, 1:33 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 78d 22h
👷
▶
2 Status: Assigned Dec 12, 4:55 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Vincent Nyathi
⏳ 3.9 business days
🆕
Status: Entered by Charles Ramen Dec 17, 10:13 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 4d 17h, 0m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Dec 18, 10:24 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 0h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-02T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Jan 2, 1:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 2h
⏳ 1.0 business days
🚗
2x Travel Added Jan 4, 10:47 PM
Type: Travel
Status: Open
Qty: 135, 11
⏱️
▶
2 3x Labor Added Jan 4, 11:11 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 10h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 6, 9:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 10h
🚨 19.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 7h
🧾
▶
2 Invoice Created Feb 3, 2:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m

Bottlenecks

Awaiting Parts
Duration: 53.5 business days (threshold: 3.0 business days)
Exceeded by 50.5 business days
Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00529586
Closed
📦
Parts Order 00082347
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Vincent Nyathi
Scheduled
Jan 2, 10:00 AM
Created
Sep 24, 4:15 PM
Invoice #
SM-252835

Work Details (7)

Name Type Status Qty Amount Date
WL-03035966 Parts Open 1 $494.10 Dec 12, 1:33 PM
WL-03035967 Expenses Open 1 $16.50 Dec 12, 1:33 PM
WL-03053204 Travel Open 135 $0.00 Jan 4, 10:47 PM
WL-03053205 Travel Open 11 $0.00 Jan 4, 10:47 PM
WL-03053215 Labor Open 2.6666666666667 $337.07 Jan 4, 11:11 PM
WL-03053216 Labor Open 1 $122.57 Jan 4, 11:11 PM
WL-03053217 Labor Open 0.25 $0.00 Jan 4, 11:11 PM

Details