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WO-01307949 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - North Side — 1950 Ephriham Avenue, Fort Worth TX, 76164

Oct 6, 2025 → Dec 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 47 biz days
🕐 Clock stopped: Completed (Dec 17, 2025)
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸47d
⏸ Clock Paused
Status: Awaiting Parts
Oct 6 → Dec 16, 2025
47 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 6, 2025 Completed: Dec 17, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0
Oct 6 → Dec 16 Awaiting Parts ⏸ Paused 47 —
Dec 16 → Dec 17 L2 Review ▶ Running 1 1
Dec 17 → Dec 17 Completed ▶ Running 0 1
Dec 17 → Dec 17 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 47.6d
Coordinators 0.0d
Billing 9.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
47.6 days
Over SLA
Coordinators
0.0 days
Billing
9.6 days
Over SLA
Created: Oct 6, 2025 Due: Dec 5, 2025 Completed: Dec 17, 2025 (11 days late)
📅
48.6 days Total Age
⏱️
47.6d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
54.1d 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

Open in Salesforce →
🎫
Case #00533307
EKG leads and Clips
Closed
Model: Burdick - ELI 280 Model Type: EKG Custom Field: AM12 (S/N: 120440000641) Notes: Asset ID: 12993804 Asset # History: » 6232139 Site: Oak Street Health - Oak Street Health - North Side Department:Depreciation Start Date:Physical Location: EXAM 11Depreciation Term: 7yrsSerial #: (21)122230000172
Priority
High
Origin
Phone
Reason
New Case
Contact
Jazmin Flores
Owner
Derek Reynolds
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01307949 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 6, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 47.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 54.1 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
47.6d / 3.0d SLA
L2 Review
1.1d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
9.5d / 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
Model: Burdick - ELI 280 Model Type: EKG Custom Field: AM12 (S/N: 120440000641) Notes: Asset ID: 12993804 Asset # History: » 6232139 Site: Oak Street Health - Oak Street Health - North Side Department:Depreciation Start Date:Physical Location: EXAM 11Depreciation Term: 7yrsSerial #: (21)122230000172 https://www.ebiotrack.com/workorder.php?wo=68753

Timeline

📞
Case Linked Oct 6, 2:48 PM
Case Number: 00533307
Subject: EKG leads and Clips
Status: Closed
📋
▶
3 Work Order Created Oct 6, 2:58 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083030
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 48.0 business days
🔩
▶
2 3x Parts Added Dec 16, 6:10 PM
3x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 71d 4h
✔️
▶
4 Status: Completed Dec 17, 11:10 AM
Status: Completed → Labor Added → Technician Assigned → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.38333333333333
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 18, 2:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 3h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 3h
🧾
▶
2 Invoice Created Jan 2, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Awaiting Parts
Duration: 47.6 business days (threshold: 3.0 business days)
Exceeded by 44.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Ready to Bill
Duration: 9.5 business days (threshold: 1.0 business days)
Exceeded by 8.5 business days

🔗 Related Artifacts

📞
Case 00533307
Closed
📦
Parts Order 00083030
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 6, 2:58 PM
Invoice #
SM-250448

Work Details (4)

Name Type Status Qty Amount Date
WL-03039793 Parts Open 1 $61.57 Dec 16, 6:10 PM
WL-03039794 Parts Open 1 $187.23 Dec 16, 6:10 PM
WL-03039795 Expenses Open 1 $127.30 Dec 16, 6:10 PM
WL-03040471 Labor Open 0.38333333333333 $61.29 Dec 17, 11:11 AM

Details