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WO-01308534 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - West End — 677 Cascade Ave SW, Atlanta GA, 30310

Oct 9, 2025 → Dec 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 12, 2025
✓ SLA Met (5 biz days early)
Active: 0 biz days
Paused: 37 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸37d
⏸ Clock Paused
Status: Awaiting Parts
Oct 9 → Dec 5, 2025
37 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Oct 9, 2025 Completed: Dec 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0
Oct 9 → Dec 5 Awaiting Parts ⏸ Paused 37 —
Dec 5 → Dec 5 L2 Review ▶ Running 0 0
Dec 5 → Dec 5 Completed ▶ Running 0 0
Dec 5 → Dec 5 Assigned ▶ Running 0 0
Dispatch 0.0d
Material Management 38.0d
Field Work 0.0d
Billing 17.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
38.0 days
Over SLA
Field Work
0.0 days
Billing
17.0 days
Over SLA
Created: Oct 9, 2025 Due: Dec 12, 2025 Completed: Dec 5, 2025 (7 days early)
📅
38.0 days Total Age
⏱️
38.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
52.8d 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 #00534236
Parts Order need Power Adaptor and cable
Closed
Model: Welch Allyn - ProBP 3400 Model Type: Digital Blood Pressure Device Custom Field: Notes: Asset ID: 13004666 Site: Oak Street Health - Oak Street Health - West End Department:Depreciation Start Date:Physical Location: HALLWAYDepreciation Term: 0yrsSerial #: 100040131523
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Dellena Artis
Owner
Derek Reynolds
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308534 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 9, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 146 days old
🚨
Primary Delay 38.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 52.8 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
38.0d / 3.0d SLA
L2 Review
0.0d
Completed
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
sourced part, ordered and shipped to site
🔍 Technician Findings
sourced part, ordered and shipped to site
⚠️ Problem Description
Model: Welch Allyn - ProBP 3400 Model Type: Digital Blood Pressure Device Custom Field: Notes: Asset ID: 13004666 Site: Oak Street Health - Oak Street Health - West End Department:Depreciation Start Date:Physical Location: HALLWAYDepreciation Term: 0yrsSerial #: 100040131523 https://www.ebiotrack.com/workorder.php?wo=68824

Timeline

📞
▶
4 Case Linked Oct 9, 10:51 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01308534
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
Parts Requested
Order: 00083240
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 38.0 business days
🔩
▶
2 2x Parts Added Dec 5, 12:37 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 57d 2h
✔️
▶
4 Status: Completed Dec 5, 12:52 PM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.05
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Completed, Closed
Duration in Previous: 1m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 9, 9:27 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 8h
🧾
▶
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: 38.0 business days (threshold: 3.0 business days)
Exceeded by 35.0 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00534236
Closed
📦
Parts Order 00083240
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 9, 10:53 AM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03027924 Parts Open 1 $186.60 Dec 5, 12:37 PM
WL-03027925 Expenses Open 1 $42.70 Dec 5, 12:37 PM
WL-03027970 Labor Open 0.05 $30.64 Dec 5, 12:53 PM

Details