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Detailed work order timeline, KPIs, and analysis

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WO-01307609 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PSM

📍 Oak Street Health - Speedway, IN — 5926 Crawfordsville Rd, unit B, Speedway IN, 46624

Oct 3, 2025 → Dec 15, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 43 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Oct 3 → Oct 14, 2025
6 business days (not counted)
▶ Clock Running
Status: Assigned
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸37d
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Dec 9, 2025
37 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 15, 2025
3 business days (counted)
Running total: 4 of ? biz days used
Created: Oct 3, 2025 Completed: Dec 15, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0
Oct 3 → Oct 14 Awaiting Parts ⏸ Paused 6 —
Oct 14 → Oct 14 Assigned ▶ Running 0 0
Oct 14 → Dec 9 Awaiting Parts ⏸ Paused 37 —
Dec 9 → Dec 10 Reschedule ▶ Running 1 1
Dec 10 → Dec 10 Entered ▶ Running 0 1
Dec 10 → Dec 15 Assigned ▶ Running 3 4
Dispatch 0.5d
Material Management 45.0d
Coordinators 5.3d
Field Work 0.0d
Billing 11.2d
✗ SLA Missed
Dispatch
0.5 days
Over SLA
Material Management
45.0 days
Over SLA
Coordinators
5.3 days
Over SLA
Field Work
0.0 days
Billing
11.2 days
Over SLA
Created: Oct 3, 2025 Due: Oct 8, 2025 Completed: Dec 15, 2025 (67 days late)
📅
48.0 days Total Age
⏱️
38.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
53.0d 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 #00532680
Oak Street Health - 48 Hour - 98731: New Work Order Assigned
Closed
room 10 Work Order Description: The power exam table is not working. The bed has been unplugged and plugged back in. It appears that the wiring where the foot pedal is inserted at is messed up.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mariah Smith
Owner
Virtual Tech
Created
Oct 3, 2025
Work Orders from this Case (1)
WO-01307609 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 3, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 38.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 53.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.5d / 0.5d SLA
Awaiting Parts
45.0d / 3.0d SLA
Reschedule
1.6d / 2.0d SLA
Assigned
3.7d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
11.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/9/2025 CRamen spoke with Mariah and she said she received the foot pedal and installed herself and doesnt need a tech to come out. Returned to dispatch as this needs to be changed to a parts order and billed.

🔧 Work Performed
part ordered and shipped to site
🔍 Technician Findings
part ordered and shipped to site
⚠️ Problem Description
room 10 224-002 Work Order Description: The power exam table is not working. The bed has been unplugged and plugged back in. It appears that the wiring where the foot pedal is inserted at is messed up. https://www.ebiotrack.com/workorder.php?wo=68701

Timeline

📞
Case Linked Oct 3, 8:44 AM
Case Number: 00532680
Subject: Oak Street Health - 48 Hour - 98731: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 3, 8:52 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082880
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Oct 14, 9:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Awaiting Parts, Assigned
To: Assigned, Awaiting Parts
Duration in Previous: 11d 0h, 0m
🚨 38.0 business days
🔩
▶
2 3x Parts Added Dec 9, 1:57 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 56d 5h
🆕
Status: Entered by Charles Ramen Dec 10, 9:43 AM
From: Reschedule
To: Entered
Duration in Previous: 19h 45m
👷
▶
2 Technician Assigned Dec 10, 1:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Entered
To: Assigned
Duration in Previous: 4h 3m
⏳ 4.0 business days
⏱️
▶
4 Labor Added Dec 15, 1:25 PM
Labor Added → Technician Assigned → Status: Completed → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned
To: Completed
Duration in Previous: 4d 23h
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 6:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
🚨 11.7 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 0h
🧾
▶
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: 7.0 business days (threshold: 3.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 38.0 business days (threshold: 3.0 business days)
Exceeded by 35.0 business days
Entered
Duration: 4.1 business hours (threshold: 4.0 business hours)
Exceeded by 0.1 business hours
Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours
Ready to Bill
Duration: 11.1 business days (threshold: 1.0 business days)
Exceeded by 10.1 business days

🔗 Related Artifacts

📞
Case 00532680
Closed
📦
Parts Order 00082880
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 3, 8:52 AM
Invoice #
SM-250448

Work Details (4)

Name Type Status Qty Amount Date
WL-03031516 Parts Open 1 $353.70 Dec 9, 1:57 PM
WL-03031517 Parts Open 1 $82.08 Dec 9, 1:57 PM
WL-03031518 Expenses Open 1 $77.91 Dec 9, 1:57 PM
WL-03038026 Labor Open 0.016666666666667 $30.64 Dec 15, 1:25 PM

Details