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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308666 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

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

Oct 9, 2025 → Dec 31, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 15, 2025
✗ SLA Missed (35 biz days late)
Active: 38 biz days
Paused: 16 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 31, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 9 → Oct 15, 2025
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 21, 2025
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Oct 21 → Oct 23, 2025
2 business days (counted)
Running total: 6 of 3 biz days used
16d
▶ Clock Running
Status: Reschedule
Oct 23 → Nov 17, 2025
16 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: Incomplete
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 22 of 3 biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Nov 17 → Dec 8, 2025
13 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 23 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 23 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 24 of 3 biz days used
▶ Clock Running
Status: Reschedule
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 25 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 25 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 25 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 25 of 3 biz days used
13d
▶ Clock Running
Status: Incomplete
Dec 11 → Dec 31, 2025
13 business days (counted)
Running total: 38 of 3 biz days used
Created: Oct 9, 2025 Completed: Dec 31, 2025
Business Days Used 38 / 3
0 3d budget +35d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0 / 3
Oct 9 → Oct 15 Awaiting Parts ⏸ Paused 3 —
Oct 15 → Oct 15 Reschedule ▶ Running 0 0 / 3
Oct 15 → Oct 15 Assigned ▶ Running 0 0 / 3
Oct 15 → Oct 21 Scheduled ▶ Running 4 4 / 3
Oct 21 → Oct 21 Tech On Site ▶ Running 0 4 / 3
Oct 21 → Oct 23 Tech Off Site ▶ Running 2 6 / 3
Oct 23 → Nov 17 Reschedule ▶ Running 16 22 / 3
Nov 17 → Nov 17 Incomplete ▶ Running 0 22 / 3
Nov 17 → Dec 8 Awaiting Parts ⏸ Paused 13 —
Dec 8 → Dec 8 Reschedule ▶ Running 0 22 / 3
Dec 8 → Dec 9 Scheduled ▶ Running 1 23 / 3
Dec 9 → Dec 9 Tech On Site ▶ Running 0 23 / 3
Dec 9 → Dec 10 Scheduled ▶ Running 1 24 / 3
Dec 10 → Dec 11 Reschedule ▶ Running 1 25 / 3
Dec 11 → Dec 11 Scheduled ▶ Running 0 25 / 3
Dec 11 → Dec 11 Tech On Site ▶ Running 0 25 / 3
Dec 11 → Dec 11 Tech Off Site ▶ Running 0 25 / 3
Dec 11 → Dec 31 Incomplete ▶ Running 13 38 / 3
Dispatch 0.0d
Material Management 17.0d
Coordinators 25.9d
Field Work 4.0d
Incomplete 13.2d (excluded)
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.0 days
Over SLA
Coordinators
25.9 days
Over SLA
Field Work
4.0 days
Over SLA
Incomplete (excluded from total)
13.2 days
Billing
1.0 days
Created: Oct 9, 2025 Due: Dec 12, 2025 Completed: Dec 31, 2025 (18 days late)
📅
54.4 days Total Age
⏱️
16.7d in Reschedule Longest Stage
🔄
21 transitions Status Changes
⚠️
29.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (4 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 21, 2025
Visit 2 Dec 9, 2025
Visit 3 Dec 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534397
Oak Street Health - 24 Hour - 101505: New Work Order Assigned
Closed
Work Order #101505 Work Order Description: Lab refrigerator is not longer working.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Teresi Cole
Owner
Virtual Tech
Created
Oct 9, 2025
Work Orders from this Case (5)
WO-01308662 Invoiced
Virtual Tech • Virtual Tech
Created: Oct 9, 2025 • Closed: Oct 9, 2025
WO-01308666 (current) Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Oct 9, 2025 • Closed: Dec 31, 2025
WO-01325215 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 12, 2025 • Closed: Dec 23, 2025
WO-01328015 Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Dec 24, 2025 • Closed: Jan 7, 2026
WO-01328442 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 30, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 146 days old
🚨
Primary Delay 16.7 days stuck in "Reschedule"
⏱️
Total Delay 29.8 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
17.0d / 3.0d SLA
Reschedule
18.3d / 2.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
3.5d / 2.0d SLA
Incomplete
13.2d
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-30 DSR Opened WO for removal of damaged and Old fridge from clinic. Ok to move forward with closing WO via FOPS Team.

12-29 DSR Request update from MM Team via Chatter.

12-15 DSR MM Team wants both sent to Depot. Sent Sean W. chatter for R&L return or return label via WO.

12-12 DSR Sent Teams note to Amy G. to see how we should proceed. Chattering MM Team also.

12/11/25 ZStieben. 2 refrigerators to have picked up and returned to Depot. 1 old broken and 1 new damaged from shipping. Units are located right next to the LAB. Picture of marked Fridge's are attached in the notes.


12/11/25 CDempsey- Incorrect fridge received and is too tall. I contacted MM via email marked URGENT.

11/17 SBerry: Moved to incomplete status so a 2nd parts order can be created and a new fridge/freezer sent to site asap

11-12 DSR sent RCook email traffic to MM Team on 10-30. No update from MM Team.

11/10 KKelch sent chatter to MM for updates

10/31/2025 LHill-Rhea is working on this one.


10-30 DSR send RCook email traffic to MM Team.

10/30/25 RCook- Chattered: @Derek Reynolds​ I see that this site needs a new fridge. Is this something we need to order? @Kaitlyn Kelch​ @Zachary Stieben​ 


10/23/25 CDempsey- Contacted tech about past scheduled wo. He says it needs to be rescheduled.

10/21/25 ZStieben. Pictures of damaged refrigerator are attached to work order.


10-21 DSR Fridge damaged upon Tech arrival. Chattered MM Team Keith and Amy via WO.

10/15 KKelch called Krystle for 10/21 between 1:30 and 2:30 pm. Customer confirmed. 

🔧 Work Performed
12/11/25 The new refrigerator is too tall to fit under the countertop as previous fridge was located. Informed tech sup and installed new fridge assett# 13367811 next to previous location outside of countertop. New refrigerator is installed and running. 12/9/25 ZS. Contacted tech sup CD. and coordinator KH. and informed the second new refrigerator had not been delivered to the site yet. Tech sup CD. advised to reschedule for once refrigerator has arrived on site. 10/21/2025 ZStieben. Contacted and spoke to HCP Virtual Tech Derrick Reynolds. Derrick advised a new replacement refrigerator will need to be shipped as a replacement. Pictures of damaged refrigerator are attached to work order.
🔍 Technician Findings
10/21/2025 Zachary Stieben arrived on site. Found new refrigerator that was delivered was damaged in shipping. Refrigerator has a severe dent in the right side and has a hole in the metal. 12/9/25 ZS. arrived on site and new second refrigerator had not been delivered yet. 12/11/25 ZS. arrived on site to install replacement refrigerator.
⚠️ Problem Description
Install new fridge and confirm asset # is in EBT for correct location. Send email to virtualtech@emsar.com for Old fridge removal Work Order. Oak Stree Work Order #101505 Work Order Description: Lab refrigerator is not longer working. https://www.ebiotrack.com/workorder.php?wo=68846

Timeline

📞
Case Linked Oct 9, 3:18 PM
Case Number: 00534397
Subject: Oak Street Health - 24 Hour - 101505: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 9, 4:32 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083288
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 3.9 business days
🔩
▶
4 2x Parts Added Oct 15, 4:01 PM
2x Parts Added → Status: Reschedule → Status: Assigned → Technician Assigned
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 23h
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 2m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
🗓️
▶
2 Status: Scheduled Oct 15, 4:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-21T18:30:00.000+0000
⏳ 4.9 business days
🔧
Status: Tech On Site by Zachary Stieben Oct 21, 1:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
🚗
Status: Tech Off Site by Zachary Stieben Oct 21, 2:36 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 36m
🚗
▶
2 Travel Added Oct 21, 6:44 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667
⏳ 2.7 business days
🔄
Status: Reschedule by Craig Dempsey Oct 23, 2:01 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 1d 23h
🚨 17.0 business days
⚠️
Status: Incomplete by Scott Berry Nov 17, 2:15 PM
From: Reschedule
To: Incomplete
Duration in Previous: 25d 1h
📦
▶
2 Parts Requested Nov 17, 2:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 26m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Dec 8, 2:30 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20d 23h
🗓️
▶
2 Status: Scheduled Dec 8, 3:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T20:00:00.000+0000
🔧
Status: Tech On Site by Zachary Stieben Dec 9, 1:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 6m
📅
▶
2 Dispatch Scheduled Dec 9, 2:16 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech On Site
To: Scheduled
Duration in Previous: 1h 6m
🚗
▶
2 2x Travel Added Dec 9, 4:22 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.41666666666667, 0.83333333333333, 1.25
🔄
Status: Reschedule by Kaitlyn Kelch Dec 10, 2:53 PM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 0h
🗓️
▶
2 Status: Scheduled Dec 11, 9:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Zachary Stieben
Scheduled For: 2025-12-11T14:00:00.000+0000
🚗
Status: Tech Off Site by Zachary Stieben Dec 11, 11:39 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 28m
🚗
▶
2 Travel Added Dec 11, 5:44 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.1666666666667, 2
⚠️
Status: Incomplete by Zachary Stieben Dec 11, 5:59 PM
From: Tech Off Site
To: Incomplete
Duration in Previous: 6h 20m
🚨 13.8 business days
✔️
Status: Completed by Derek Reynolds Dec 31, 10:00 AM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 19d 16h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 2, 9:29 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 23h
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 8h 40m
💰
Status: Invoiced by Diane Patton Jan 2, 6:30 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m
⚠️ 6.7 business days
🧾
Invoice Created Jan 12, 10:46 AM
Invoice Number: SM-250448

Bottlenecks

Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 3.5 business hours
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech Off Site
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Reschedule
Duration: 16.7 business days (threshold: 2.0 business days)
Exceeded by 14.7 business days
Awaiting Parts
Duration: 13.5 business days (threshold: 3.0 business days)
Exceeded by 10.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00534397
Closed
📦
Parts Order 00083288
Closed
📦
Parts Order 00085439
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Zachary Stieben
Scheduled
Dec 11, 9:00 AM
Created
Oct 9, 4:32 PM
Invoice #
SM-250448

Work Details (15)

Name Type Status Qty Amount Date
WL-02971773 Parts Open 1 $0.00 Oct 15, 4:01 PM
WL-02971774 Expenses Open 1 $0.00 Oct 15, 4:01 PM
WL-02978973 Travel Open 16 - Oct 21, 6:44 PM
WL-02978978 Labor Open 0.66666666666667 $91.93 Oct 21, 6:46 PM
WL-02978979 Labor Open 0.66666666666667 $91.93 Oct 21, 6:46 PM
WL-03030233 Parts Open 1 $0.00 Dec 8, 2:30 PM
WL-03030234 Expenses Open 1 $0.00 Dec 8, 2:30 PM
WL-03031806 Travel Open 12 - Dec 9, 4:22 PM
WL-03031807 Travel Open 64 - Dec 9, 4:22 PM
WL-03031811 Labor Open 0.41666666666667 $61.29 Dec 9, 4:24 PM
WL-03031812 Labor Open 0.83333333333333 $122.57 Dec 9, 4:24 PM
WL-03031813 Labor Open 1.25 $0.00 Dec 9, 4:24 PM
WL-03034785 Travel Open 64 - Dec 11, 5:44 PM
WL-03034792 Labor Open 1.1666666666667 $153.21 Dec 11, 5:45 PM
WL-03034793 Labor Open 2 $245.14 Dec 11, 5:45 PM

Details