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Detailed work order timeline, KPIs, and analysis

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WO-01307424 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Firestone, OH — 1400 S. Arlington Street, Unit 146, Akron OH, 44306

Oct 2, 2025 → Dec 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 45 biz days
🕐 Clock stopped: Completed (Dec 11, 2025)
▶ Clock Running
Status: Created
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸45d
⏸ Clock Paused
Status: Awaiting Parts
Oct 2 → Dec 10, 2025
45 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 2, 2025 Completed: Dec 11, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 2 → Oct 2 Created ▶ Running 0 0
Oct 2 → Dec 10 Awaiting Parts ⏸ Paused 45 —
Dec 10 → Dec 11 Reschedule ▶ Running 1 1
Dec 11 → Dec 11 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 46.0d
Coordinators 1.3d
Billing 14.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
46.0 days
Over SLA
Coordinators
1.3 days
Billing
14.3 days
Over SLA
Created: Oct 2, 2025 Due: Dec 5, 2025 Completed: Dec 11, 2025 (5 days late)
📅
47.0 days Total Age
⏱️
46.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
56.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00532335
Oak Street Health - 48 Hour - 98236: New Work Order Assigned
Closed
Work Order #98236 Work Order Description: Electronic BP monitor is not working. Basic troubleshooting was completed, but screen still will not populate reading after cuff is inflated of pt's arm. I've tried resetting and ensured it's fully charged. Please assist.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stephanie Schulda
Owner
Virtual Tech
Created
Oct 2, 2025
Work Orders from this Case (3)
WO-01307399 Invoiced
Virtual Tech • Virtual Tech
Created: Oct 2, 2025 • Closed: Oct 2, 2025
WO-01307418 Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 2, 2025 • Closed: Feb 24, 2026
WO-01307424 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 2, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 153 days old
🚨
Primary Delay 46.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 56.3 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
46.0d / 3.0d SLA
Reschedule
1.3d / 2.0d SLA
Closed
0.9d / 1.0d SLA
Ready to Bill
14.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Work Order #98236 Work Order Description: Electronic BP monitor is not working. Basic troubleshooting was completed, but screen still will not populate reading after cuff is inflated of pt's arm. I've tried resetting and ensured it's fully charged. Please assist. https://www.ebiotrack.com/workorder.php?wo=68671

Timeline

📞
Case Linked Oct 2, 8:59 AM
Case Number: 00532335
Subject: Oak Street Health - 48 Hour - 98236: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 2, 10:02 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082810
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 46.0 business days
🔩
▶
2 2x Parts Added Dec 10, 4:39 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 69d 7h
⏱️
▶
3 Labor Added Dec 11, 9:16 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 16h 37m, 0m
📄
Status: Ready to Bill by Diane Patton Dec 11, 4:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 22m
🚨 14.9 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22d 1h
🧾
▶
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: 46.0 business days (threshold: 3.0 business days)
Exceeded by 43.0 business days
Ready to Bill
Duration: 14.3 business days (threshold: 1.0 business days)
Exceeded by 13.3 business days

🔗 Related Artifacts

📞
Case 00532335
Closed
📦
Parts Order 00082810
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 2, 10:02 AM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03033240 Parts Open 1 $931.50 Dec 10, 4:39 PM
WL-03033241 Expenses Open 1 $16.50 Dec 10, 4:39 PM
WL-03033880 Labor Open 0.016666666666667 $30.64 Dec 11, 9:16 AM

Details