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WO-01307138 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

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

Oct 1, 2025 → Jan 21, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 72 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸72d
⏸ Clock Paused
Status: Awaiting Parts
Oct 1 → Jan 20, 2026
72 business days (not counted)
▶ Clock Running
Status: L2 Review
Jan 20 → Jan 21, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 1, 2025 Completed: Jan 21, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0
Oct 1 → Jan 20 Awaiting Parts ⏸ Paused 72 —
Jan 20 → Jan 21 L2 Review ▶ Running 1 1
Jan 21 → Jan 21 Entered ▶ Running 0 1
Jan 21 → Jan 21 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 73.0d
Billing 8.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
73.0 days
Over SLA
Billing
8.7 days
Over SLA
Created: Oct 1, 2025 Due: Oct 31, 2025 Completed: Jan 21, 2026 (81 days late)
📅
74.0 days Total Age
⏱️
73.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
77.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00531791
Follow up to WO-01283783
Closed
Follow up to WO-01283783 Inspection #: 28354 Asset ID: 6028761 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 Noticeable physical damage on device Inspection #: 28354 Asset ID: 13291744 Model: McKesson - True Metrix Pro Notes: BATTERY DEAD. NEEDS NEW COIN CELL BATTERY. Will not power on.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Guadalupe Lopez
Owner
Virtual Tech
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01307138 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 1, 2025 • Closed: Jan 21, 2026
Completed with significant delays
Invoiced • 154 days old
🚨
Primary Delay 73.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 77.4 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
L2 Review
1.4d
Closed
2.0d / 1.0d SLA
Ready to Bill
7.5d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Parts drop shipped to customer
🔍 Technician Findings
Parts drop shipped to customer
⚠️ Problem Description
Follow up to WO-01283783 Inspection #: 28354 Asset ID: 6028761 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 Noticeable physical damage on device Inspection #: 28354 Asset ID: 13291744 Model: McKesson - True Metrix Pro Notes: BATTERY DEAD. NEEDS NEW COIN CELL BATTERY. Will not power on. https://www.ebiotrack.com/workorder.php?wo=68635

Timeline

📞
Case Linked Sep 30, 4:24 PM
Case Number: 00531791
Subject: Follow up to WO-01283783
Status: Closed
📋
▶
3 Work Order Created Oct 1, 8:26 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082731
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 42.0 business days
📦
Parts Requested Dec 3, 2:16 PM
Order: 00086166
Status: Closed
⚠️ 8.0 business days
🔩
2x Parts Added Dec 12, 7:38 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 24.5 business days
🔩
▶
2 2x Parts Added Jan 20, 3:37 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 111d 8h
🆕
▶
4 Status: Entered Jan 21, 11:02 AM
Status: Entered → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.15
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: Entered, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 2m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 22, 3:20 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 1h
🧾
▶
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
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.9 business hours
Ready to Bill
Duration: 7.5 business days (threshold: 1.0 business days)
Exceeded by 6.5 business days

🔗 Related Artifacts

📞
Case 00531791
Closed
📦
Parts Order 00082731
Closed
📦
Parts Order 00086166
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 1, 8:26 AM
Invoice #
SM-252835

Work Details (5)

Name Type Status Qty Amount Date
WL-03036606 Parts Open 1 $8.09 Dec 12, 7:38 PM
WL-03036607 Expenses Open 1 $13.48 Dec 12, 7:38 PM
WL-03072055 Parts Open 2 $15.70 Jan 20, 3:37 PM
WL-03072056 Expenses Open 1 $16.23 Jan 20, 3:37 PM
WL-03073136 Labor Open 0.15 $30.64 Jan 21, 11:04 AM

Details