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WO-01308011 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Westown, OH — 10688 Lorain Ave, Cleveland OH, 44111

Oct 7, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 44 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸44d
⏸ Clock Paused
Status: Awaiting Parts
Oct 7 → Dec 13, 2025
44 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 13 → Dec 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 7, 2025 Completed: Dec 15, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0
Oct 7 → Dec 13 Awaiting Parts ⏸ Paused 44 —
Dec 13 → Dec 15 L2 Review ▶ Running 1 1
Dec 15 → Dec 15 Completed ▶ Running 0 1
Dec 15 → Dec 15 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 45.0d
Field Work 0.0d
Billing 11.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
45.0 days
Over SLA
Field Work
0.0 days
Billing
11.2 days
Over SLA
Created: Oct 7, 2025 Due: Dec 5, 2025 Completed: Dec 15, 2025 (9 days late)
📅
46.0 days Total Age
⏱️
45.0d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
53.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533237
eBiotrack - New Work Order Request - Inspection Repair
Closed
Oak Street Health - Westown, OH Site: Oak Street Health - Westown, OH Customer: Oak Street Health Customer #: 256 10688 Lorain Ave Cleveland, OH 44111 Inspection #: 29417 Asset ID: 6092134 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. Overlay torn and damaged Noticeable physical damage on device Inspection #: 29417 Asset ID: 6092144 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. Noticeable physical damage on device Overlay damaged and needs replaced
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lucy Borrero
Owner
Virtual Tech
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01308011 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 7, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 45.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 53.1 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
45.0d / 3.0d SLA
L2 Review
1.0d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
11.1d / 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
Oak Street Health - Westown, OH Site: Oak Street Health - Westown, OH Customer: Oak Street Health Customer #: 256 10688 Lorain Ave Cleveland, OH 44111 Inspection #: 29417 Asset ID: 6092134 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. Overlay torn and damaged Noticeable physical damage on device Inspection #: 29417 Asset ID: 6092144 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. Noticeable physical damage on device Overlay damaged and needs replaced https://www.ebiotrack.com/workorder.php?wo=68760

Timeline

📞
Case Linked Oct 6, 1:00 PM
Case Number: 00533237
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Oct 7, 8:22 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083062
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 45.0 business days
🔩
▶
2 2x Parts Added Dec 12, 7:23 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 66d 12h
⏳ 1.6 business days
✔️
▶
5 Status: Completed Dec 15, 10:15 AM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.3
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Completed
Duration in Previous: 1m, 0m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 5:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 7h
🚨 11.8 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, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Awaiting Parts
Duration: 45.0 business days (threshold: 3.0 business days)
Exceeded by 42.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.1 business days (threshold: 1.0 business days)
Exceeded by 10.1 business days

🔗 Related Artifacts

📞
Case 00533237
Closed
📦
Parts Order 00083062
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 7, 8:22 AM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03036587 Parts Open 1 $688.68 Dec 12, 7:23 PM
WL-03036588 Expenses Open 1 $20.00 Dec 12, 7:23 PM
WL-03037749 Labor Open 0.3 $61.29 Dec 15, 10:16 AM

Details