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WO-01306514 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Westown, OH — 10688 Lorain Ave, Cleveland OH, 44111

Sep 26, 2025 → Dec 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 28, 2025
✗ SLA Missed
Active: 0 biz days
Paused: 54 biz days
🕐 Clock stopped: Invoiced (Dec 17, 2025)
▶ Clock Running
Status: Created
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸54d
⏸ Clock Paused
Status: Awaiting Parts
Sep 26 → Dec 17, 2025
54 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Sep 26, 2025 Invoiced: Dec 17, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 26 → Sep 26 Created ▶ Running 0 0
Sep 26 → Dec 17 Awaiting Parts ⏸ Paused 54 —
Dec 17 → Dec 17 L2 Review ▶ Running 0 0
Dec 17 → Dec 17 Completed ▶ Running 0 0
Dispatch 0.0d
Material Management 54.5d
Coordinators 0.0d
Billing 9.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
54.5 days
Over SLA
Coordinators
0.0 days
Billing
9.3 days
Over SLA
Created: Sep 26, 2025 Due: Nov 28, 2025 Completed: Dec 17, 2025 (18 days late)
📅
54.5 days Total Age
⏱️
54.5d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
59.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00530823
Oak Street Health - 48 Hour - 95926: New Work Order Assigned
Closed
Work Order #95926 Work Order Description: Equipment to check patient ears has a non function light. Provider cannot use without a light working.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lucy Borrero
Owner
Virtual Tech
Created
Sep 26, 2025
Work Orders from this Case (2)
WO-01306502 Invoiced
Virtual Tech • Virtual Tech
Created: Sep 26, 2025 • Closed: Sep 26, 2025
WO-01306514 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 26, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 159 days old
🚨
Primary Delay 54.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 59.9 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
54.5d / 3.0d SLA
L2 Review
0.0d
Assigned
0.0d / 0.5d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
1.4d / 2.0d SLA
Ready to Bill
8.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Work Order #95926 Work Order Description: Equipment to check patient ears has a non function light. Provider cannot use without a light working. https://www.ebiotrack.com/workorder.php?wo=68566

Timeline

📞
Case Linked Sep 26, 2:21 PM
Case Number: 00530823
Subject: Oak Street Health - 48 Hour - 95926: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Sep 26, 3:42 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082539
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 55.0 business days
🔩
▶
2 3x Parts Added Dec 17, 3:35 PM
3x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 82d 0h
✔️
▶
4 Status: Completed Dec 17, 3:51 PM
Status: Completed → Labor Added → Technician Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 19, 4:16 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 0h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Yecenia Campos Dec 22, 11:23 AM
From: Invoice Pending
To: Ready to Bill
Duration in Previous: 2d 19h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 6h
🧾
▶
2 Invoice Created Jan 2, 6:29 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Awaiting Parts
Duration: 54.5 business days (threshold: 3.0 business days)
Exceeded by 51.5 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00530823
Closed
📦
Parts Order 00082539
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 26, 3:42 PM
Invoice #
SM-250448

Work Details (4)

Name Type Status Qty Amount Date
WL-03040813 Parts Open 1 $346.95 Dec 17, 3:35 PM
WL-03040814 Parts Open 1 $494.10 Dec 17, 3:35 PM
WL-03040815 Expenses Open 1 $16.50 Dec 17, 3:35 PM
WL-03040856 Labor Open 0.016666666666667 $30.64 Dec 17, 3:52 PM

Details