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WO-01306615 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Vista Grande — 4380 Austin Bluffs Pkwy, Colorado Springs CO, 80918

Sep 29, 2025 → Oct 7, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 2, 2025
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 7, 2025
4 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 7 of 3 biz days used
Created: Sep 29, 2025 Completed: Oct 8, 2025
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0 / 3
Sep 29 → Sep 30 Ready for Scheduling ▶ Running 1 1 / 3
Sep 30 → Oct 1 Assigned ▶ Running 1 2 / 3
Oct 1 → Oct 7 Scheduled ▶ Running 4 6 / 3
Oct 7 → Oct 8 Tech On Site ▶ Running 1 7 / 3
Dispatch 0.0d
Coordinators 8.1d
Field Work 1.0d
Billing 15.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.1 days
Over SLA
Field Work
1.0 days
Billing
15.7 days
Over SLA
Created: Sep 29, 2025 Due: Oct 2, 2025 Completed: Oct 8, 2025 (5 days late)
📅
7.1 days Total Age
⏱️
15.7d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
20.3d 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 #00531131
Oak Street Health - 48 Hour - 96525: New Work Order Assigned
Closed
Work Order #96525 Area: Exam Room - 7 Work Order Description: Bed in room 7 does not operate (up and down). Attempted to unplug/plug back in (to no avail). Also checked outlet.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Minneman
Owner
Virtual Tech
Created
Sep 29, 2025
Work Orders from this Case (1)
WO-01306615 (current) Invoiced
Virtual Tech - Field Repair • Michah Brackett
Created: Sep 29, 2025 • Closed: Oct 7, 2025
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 15.7 days stuck in "Ready to Bill"
⏱️
Total Delay 20.3 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
2.0d / 1.0d SLA
Assigned
1.1d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
15.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-1 Mburris email from POC to set


9-30 Mburris email sent to POC


10/1/25 RCook- Sent message in West district chat stating: Michael Burris David Carvalho I talked to Michael last week about Michah returning to CO for the Midmark repair and I talked to Carvalho about possibly sending Michael Morris to WY and CO. Michael Morris has local work that he needs to complete on Tuesday and an inspection on Friday. He also has another local WO that needs to be scheduled for next week. Can Michah take the below WOs for next week? 

 

WO-01304777- Midmark repair in Glenrock, WY

WO-01305365-Midmark repair in Aurora, CO

WO-01306615- HCP Repair in Colorado Springs, CO

WO-01305177- Midmark repair in Parker, CO

 

There are also Nov inspections in CO if those can be added that will be a bonus!

WO-01303941- Denver, CO HCP Inspection- Due 11/28/25 87 pieces

WO-01303609- Denver, CO- HCP Inspection- Due 11/8/25 63 pieces

WO-01303132- Aurora, CO- HCP Inspection - Due 11/26/25 80 pieces

 

Per Michael Burris and David Carvalho: They can take these WOs but inspection will have to be hit on another trip.

9/30/25 RCook- Spoke with Michelle, advised that WO has been received and we are working on coordinating a technician to her area. We will call back asap to schedule. 


09/30/2025 LHill-Sent TEAMS message to Rhea-WO-01306615 RFS Due 10/2 I think it's HCP...no parts. looks like Ben Heinz is closest tech but I don't see he has HCP skillset if this is HCP?

🔧 Work Performed
came to room 7 and discovered that had a popped gfi. reset gfi and did functional test. showed the site manager and got approval.
🔍 Technician Findings
Work Order #96525 Area: Exam Room - 7 Work Order Description: Bed in room 7 does not operate (up and down). Attempted to unplug/plug back in (to no avail). Also checked outlet. https://www.ebiotrack.com/workorder.php?wo=68581
⚠️ Problem Description
Work Order #96525 Area: Exam Room - 7 Work Order Description: Bed in room 7 does not operate (up and down). Attempted to unplug/plug back in (to no avail). Also checked outlet. https://www.ebiotrack.com/workorder.php?wo=68581

Timeline

📞
Case Linked Sep 29, 10:30 AM
Case Number: 00531131
Subject: Oak Street Health - 48 Hour - 96525: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Sep 29, 11:26 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 30, 7:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 7h
🗓️
▶
2 Status: Scheduled Oct 1, 9:53 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-07T17:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Michah Brackett Oct 7, 12:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 2h
✔️
Status: Completed by Michah Brackett Oct 7, 8:19 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 48m
⏱️
▶
2 5x Labor Added Oct 7, 8:27 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Michah Brackett
From: Completed
To: Closed
Duration in Previous: 9m
⏳ 2.4 business days
📄
Status: Ready to Bill by Diane Patton Oct 9, 2:35 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Oct 31, 3:56 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22d 1h
💰
Status: Invoiced by Diane Patton Oct 31, 4:03 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:38 AM
Invoice Number: SM-245414

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.1 business days (threshold: 4.0 business hours)
Exceeded by 5.0 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.7 business days (threshold: 1.0 business days)
Exceeded by 14.7 business days

🔗 Related Artifacts

📞
Case 00531131
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michah Brackett
Scheduled
Oct 7, 1:00 PM
Created
Sep 29, 11:26 AM
Invoice #
SM-245414

Work Details (5)

Name Type Status Qty Amount Date
WL-02962724 Labor Open 2 $245.14 Oct 7, 8:27 PM
WL-02962725 Labor Open 1 $122.57 Oct 7, 8:27 PM
WL-02962726 Labor Open 2 $0.00 Oct 7, 8:27 PM
WL-02962727 Travel Open 80 - Oct 7, 8:27 PM
WL-02962728 Travel Open 80 - Oct 7, 8:27 PM

Details