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WO-01308121 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

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

Oct 7, 2025 → Dec 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 12, 2025
✓ SLA Met (1 biz days early)
Active: 1 biz days
Paused: 42 biz days
🕐 Clock stopped: Completed (Dec 11, 2025)
▶ Clock Running
Status: Created
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸42d
⏸ Clock Paused
Status: Awaiting Parts
Oct 7 → Dec 10, 2025
42 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 7, 2025 Completed: Dec 11, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0
Oct 7 → Dec 10 Awaiting Parts ⏸ Paused 42 —
Dec 10 → Dec 11 Reschedule ▶ Running 1 1
Dec 11 → Dec 11 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 42.8d
Coordinators 1.2d
Field Work 0.0d
Billing 14.3d
✓ SLA Met
Dispatch
0.0 days
Material Management
42.8 days
Over SLA
Coordinators
1.2 days
Field Work
0.0 days
Billing
14.3 days
Over SLA
Created: Oct 7, 2025 Due: Dec 12, 2025 Completed: Dec 11, 2025 (1 days early)
📅
43.8 days Total Age
⏱️
42.8d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
53.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00533534
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: 6257663 Model: Welch Allyn - 777 Notes: Will not power on. Needs new bulbs
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lucy Borrero
Owner
Virtual Tech
Created
Oct 7, 2025
Work Orders from this Case (1)
WO-01308121 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 7, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 42.8 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
42.8d / 3.0d SLA
Reschedule
1.2d / 2.0d SLA
Completed
0.0d / 1.0d 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
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: 6257663 Model: Welch Allyn - 777 Notes: Will not power on. Needs new bulbs https://www.ebiotrack.com/workorder.php?wo=68780

Timeline

📞
Case Linked Oct 7, 11:44 AM
Case Number: 00533534
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Oct 7, 1:28 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083093
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 43.0 business days
🔩
▶
2 3x Parts Added Dec 10, 5:33 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 64d 5h
⏱️
▶
3 Labor Added Dec 11, 9:05 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned
To: Assigned, Completed
Duration in Previous: 15h 31m, 0m
🏁
Status: Closed by Wendy Argueta Dec 11, 9:14 AM
From: Completed
To: Closed
Duration in Previous: 8m
📄
Status: Ready to Bill by Diane Patton Dec 11, 4:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 25m
🚨 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, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Awaiting Parts
Duration: 42.8 business days (threshold: 3.0 business days)
Exceeded by 39.8 business days
Ready to Bill
Duration: 14.3 business days (threshold: 1.0 business days)
Exceeded by 13.3 business days

🔗 Related Artifacts

📞
Case 00533534
Closed
📦
Parts Order 00083093
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, 1:28 PM
Invoice #
SM-250448

Work Details (4)

Name Type Status Qty Amount Date
WL-03033332 Parts Open 1 $346.95 Dec 10, 5:33 PM
WL-03033333 Parts Open 1 $494.10 Dec 10, 5:33 PM
WL-03033334 Expenses Open 1 $16.50 Dec 10, 5:33 PM
WL-03033869 Labor Open 0.066666666666667 $30.64 Dec 11, 9:05 AM

Details