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WO-01307481 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Whitehaven, TN — 5339 Elvis Presley Blvd., Memphis TN, 38116

Oct 2, 2025 → Feb 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✗ SLA Missed
Active: 23 biz days
Paused: 69 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
▶ Clock Running
Status: Created
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸43d
⏸ Clock Paused
Status: Awaiting Parts
Oct 2 → Dec 8, 2025
43 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Closed
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
23d
▶ Clock Running
Status: On Hold
Dec 8 → Jan 12, 2026
23 business days (counted)
Running total: 23 of ? biz days used
⏸26d
⏸ Clock Paused
Status: Awaiting Parts
Jan 12 → Feb 19, 2026
26 business days (not counted)
Created: Oct 2, 2025 Completed: Feb 19, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 2 → Oct 2 Created ▶ Running 0 0
Oct 2 → Dec 8 Awaiting Parts ⏸ Paused 43 —
Dec 8 → Dec 8 L2 Review ▶ Running 0 0
Dec 8 → Dec 8 Completed ▶ Running 0 0
Dec 8 → Dec 8 Assigned ▶ Running 0 0
Dec 8 → Dec 8 Closed ▶ Running 0 0
Dec 8 → Jan 12 On Hold ▶ Running 23 23
Jan 12 → Feb 19 Awaiting Parts ⏸ Paused 26 —
Dispatch 0.0d
Material Management 70.8d
Holding 23.5d (excluded)
Coordinators 0.0d
Field Work 0.0d
Billing 5.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
70.8 days
Over SLA
Holding (excluded from total)
23.5 days
Coordinators
0.0 days
Field Work
0.0 days
Billing
5.4 days
Over SLA
Created: Oct 2, 2025 Due: Dec 5, 2025 Completed: Feb 19, 2026 (75 days late)
📅
92.8 days Total Age
⏱️
43.8d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
69.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00532009
Oak Street Health - 24 Hour - 97678: New Work Order Assigned
Closed
Work Order #97678 Work Order Description: The lab freezer key needs to be replaced. It has broken and is extremely difficult to use to unlock the freezer.
Priority
Standard
Origin
Email
Reason
New Case
Contact
William Bean
Owner
Virtual Tech
Created
Oct 1, 2025
Work Orders from this Case (1)
WO-01307481 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 2, 2025 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 153 days old
🚨
Primary Delay 43.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 69.5 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
70.8d / 3.0d SLA
L2 Review
0.0d
Completed
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
1.3d / 1.0d SLA
On Hold
23.5d
Ready to Bill
5.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-28 DSR Sent email with part update.

12-3 DSR Customer requesting update on Parts Order ETA or Tracking information. Sent Request via MM Case Q.

10-8 DSR requested tracking info and ETA as per customer request via MM Case Q.

🔧 Work Performed
part ordered and shipped to site
🔍 Technician Findings
part ordered and shipped to site
⚠️ Problem Description
Work Order #97678 Work Order Description: The lab freezer key needs to be replaced. It has broken and is extremely difficult to use to unlock the freezer. https://www.ebiotrack.com/workorder.php?wo=68682

Timeline

📞
Case Linked Oct 1, 10:56 AM
Case Number: 00532009
Subject: Oak Street Health - 24 Hour - 97678: New Work Order Assigned
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Oct 2, 1:49 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082835
Status: Canceled
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 44.0 business days
🔩
▶
2 3x Parts Added Dec 8, 2:28 PM
3x Parts Added → Status: L2 Review
👀
Status: L2 Review by Audrey Tharp
From: Awaiting Parts
To: L2 Review
Duration in Previous: 67d 1h
✔️
▶
5 Status: Completed Dec 8, 2:46 PM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.45
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed
To: Assigned
Duration in Previous: 3m
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 1m
⏸️
Status: On Hold by Wendy Argueta Dec 8, 2:54 PM
From: Closed
To: On Hold
Duration in Previous: 4m
🚨 24.0 business days
📦
Status: Awaiting Parts by Wendy Argueta Jan 12, 9:36 AM
From: On Hold
To: Awaiting Parts
Duration in Previous: 34d 18h
🚨 27.0 business days
✔️
Status: Completed by Wendy Argueta Feb 19, 4:43 PM
From: Awaiting Parts, Completed
To: Completed, Closed
Duration in Previous: 38d 7h, 0m
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 40m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
🧾
▶
2 Invoice Created Feb 28, 1:18 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m

Bottlenecks

Awaiting Parts
Duration: 43.8 business days (threshold: 3.0 business days)
Exceeded by 40.8 business days
Awaiting Parts
Duration: 27.0 business days (threshold: 3.0 business days)
Exceeded by 24.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00532009
Closed
📦
Parts Order 00082835
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 2, 1:49 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03030224 Parts Open 2 $0.00 Dec 8, 2:28 PM
WL-03030225 Parts Open 2 $13.90 Dec 8, 2:28 PM
WL-03030226 Expenses Open 1 $0.00 Dec 8, 2:28 PM
WL-03030259 Labor Open 0.45 $61.29 Dec 8, 2:49 PM

Details