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WO-01307135 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Ashburn, IL — 3348 W 87th St, Chicago IL, 60652

Oct 1, 2025 → Jan 30, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 6, 2025
✗ SLA Missed (5 biz days late)
Active: 8 biz days
Paused: 72 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Jan 30, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸72d
⏸ Clock Paused
Status: Awaiting Parts
Oct 1 → Jan 20, 2026
72 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 22, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Reschedule
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 29, 2026
4 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 8 of 3 biz days used
Created: Oct 1, 2025 Tech Off Site: Jan 30, 2026
Business Days Used 8 / 3
0 3d budget +5d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0 / 3
Oct 1 → Jan 20 Awaiting Parts ⏸ Paused 72 —
Jan 20 → Jan 20 Reschedule ▶ Running 0 0 / 3
Jan 20 → Jan 22 Assigned ▶ Running 2 2 / 3
Jan 22 → Jan 23 Scheduled ▶ Running 1 3 / 3
Jan 23 → Jan 23 Entered ▶ Running 0 3 / 3
Jan 23 → Jan 23 Reschedule ▶ Running 0 3 / 3
Jan 23 → Jan 29 Assigned ▶ Running 4 7 / 3
Jan 29 → Jan 29 Entered ▶ Running 0 7 / 3
Jan 29 → Jan 29 Assigned ▶ Running 0 7 / 3
Jan 29 → Jan 29 Entered ▶ Running 0 7 / 3
Jan 29 → Jan 29 Assigned ▶ Running 0 7 / 3
Jan 29 → Jan 30 Scheduled ▶ Running 1 8 / 3
Jan 30 → Jan 30 Tech On Site ▶ Running 0 8 / 3
Dispatch 0.0d
Material Management 73.0d
Coordinators 11.3d
Field Work 1.1d
Billing 2.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
73.0 days
Over SLA
Coordinators
11.3 days
Over SLA
Field Work
1.1 days
Billing
2.1 days
Created: Oct 1, 2025 Due: Oct 6, 2025 Completed: Jan 31, 2026 (116 days late)
📅
81.0 days Total Age
⏱️
73.0d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
76.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531781
No quote required
Closed
Follow up to WO-01283783 Inspection #: 28354 Asset ID: 6028720 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 25.0 lbs / 25.0 lbs (Weight used / Test Results) FAILING FOR TORN BUTTON COVER. P/N: 500KLKEYPAD Noticeable physical damage on device
Priority
Standard
Origin
Email
Reason
New Case
Contact
Guadalupe Lopez
Owner
Virtual Tech
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01307135 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Oct 1, 2025 • Closed: Jan 30, 2026
Completed with significant delays
Invoiced • 154 days old
🚨
Primary Delay 73.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 76.3 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
Awaiting Parts
73.0d / 3.0d SLA
Reschedule
0.4d / 2.0d SLA
Assigned
7.8d / 0.5d SLA
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.9d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/29/2026 CRamen LYoder in scheduling meeting to assign to JKuehl for next week


01/29/2026 CRamen left a vm for a returned call to schedule. Call logged on WO-01307135


1/23/2026 CRamen after being on hold for a few attempts for over 9 minutes it was found that Guadalupe was not in today as well as anyone that could assist to scheduling. Will email to schedule. Logged email requesting Monday 1/26/2026 with an arrival window between 1-3pm. Placeholder set


1/23 KKelch called Guadalupe to let her know that we will need to reschedule her service due to the weather concerns and that Chuck should be reaching out to her with a new scheduling date. Call went to the call center, advised to send email to site. Sent Guadalupe an email with the above info.

1/22 KKelch called Guadalupe to schedule for tomorrow between 12 and 2 pm. Customer confirmed. 

1/20 KKelch called Guadalupe to schedule for 1/23 between 12 and 2 pm. Left info. 

🔧 Work Performed
Installed new keypad overlay and tested buttons.
🔍 Technician Findings
On/Off button was worn off.
⚠️ Problem Description
Follow up to WO-01283783 Inspection #: 28354 Asset ID: 6028720 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 25.0 lbs / 25.0 lbs (Weight used / Test Results) FAILING FOR TORN BUTTON COVER. P/N: 500KLKEYPAD Noticeable physical damage on device https://www.ebiotrack.com/workorder.php?wo=68633

Timeline

📞
Case Linked Sep 30, 4:10 PM
Case Number: 00531781
Subject: No quote required
Status: Closed
📋
▶
3 Work Order Created Oct 1, 8:05 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082728
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 73.0 business days
💵
▶
2 Expenses Added Jan 20, 3:35 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 111d 8h
👷
▶
2 Technician Assigned Jan 20, 3:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 22m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Jan 22, 10:46 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1d 18h
🆕
Status: Entered by Kaitlyn Kelch Jan 23, 9:17 AM
From: Scheduled, Entered
To: Entered, Reschedule
Duration in Previous: 22h 30m
👷
▶
2 Technician Assigned Jan 23, 11:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 2h 35m
⚠️ 5.0 business days
🆕
▶
2 Status: Entered Jan 29, 1:34 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Franco Jackson
🆕
▶
2 Status: Entered Jan 29, 2:30 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
🗓️
▶
2 Status: Scheduled Jan 29, 5:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-01-30T14:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Jan 30, 10:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16h 37m
🚗
Status: Tech Off Site by Jonathan Kuehl Jan 30, 10:49 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 44m
✔️
▶
3 Status: Completed Jan 30, 7:59 PM
Status: Completed → 5x Parts Added → Status: Closed
🔩
5x Parts Added
Type: Parts, Labor, Travel, Expenses
Status: Open
Qty: 1, 0.55, 0.25, 16
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 1.5 business days
📄
Status: Ready to Bill by Diane Patton Feb 2, 9:59 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 13h
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6h 51m
🧾
▶
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: 73.0 business days (threshold: 3.0 business days)
Exceeded by 70.0 business days
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Assigned
Duration: 4.9 business days (threshold: 4.0 business hours)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00531781
Closed
📦
Parts Order 00082728
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Jan 30, 9:00 AM
Created
Oct 1, 8:05 AM
Invoice #
SM-252835

Work Details (6)

Name Type Status Qty Amount Date
WL-03072053 Expenses Open 1 $16.02 Jan 20, 3:35 PM
WL-03086082 Parts Open 1 $7.85 Jan 30, 8:03 PM
WL-03086084 Labor Open 0.55 $91.93 Jan 30, 8:03 PM
WL-03086085 Labor Open 0.25 $30.64 Jan 30, 8:03 PM
WL-03086086 Travel Open 16 $0.00 Jan 30, 8:03 PM
WL-03086087 Expenses Open 1 $0.00 Jan 30, 8:03 PM

Details