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WO-01308794 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Southgate, MI — 13667 Eureka Road, Southgate MI, 48195

Oct 10, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 12, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 41 biz days
🕐 Clock stopped: Invoiced (Dec 15, 2025)
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸41d
⏸ Clock Paused
Status: Awaiting Parts
Oct 10 → Dec 13, 2025
41 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 10, 2025 Invoiced: Dec 15, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0
Oct 10 → Dec 13 Awaiting Parts ⏸ Paused 41 —
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 42.0d
Coordinators 0.0d
Billing 11.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
42.0 days
Over SLA
Coordinators
0.0 days
Billing
11.2 days
Over SLA
Created: Oct 10, 2025 Due: Dec 12, 2025 Completed: Dec 15, 2025 (2 days late)
📅
43.0 days Total Age
⏱️
42.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
50.1d 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

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🎫
Case #00534311
No quote required
Closed
Follow up to WO-01296910 Inspection #: 29251 Asset ID: 6250474 Model: Health O Meter - 895KLT Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 100%- 20 lbs / 20 lbs (Weight used / Test Results) Noticeable physical damage on device Unit missing battery door.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tehmeika Dupree
Owner
Virtual Tech
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308794 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 10, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 42.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 50.1 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
42.0d / 3.0d SLA
L2 Review
1.0d
Assigned
0.0d / 0.5d 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
Follow up to WO-01296910 Inspection #: 29251 Asset ID: 6250474 Model: Health O Meter - 895KLT Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 100%- 20 lbs / 20 lbs (Weight used / Test Results) Noticeable physical damage on device Unit missing battery door. https://www.ebiotrack.com/workorder.php?wo=68861

Timeline

📞
Case Linked Oct 9, 12:51 PM
Case Number: 00534311
Subject: No quote required
Status: Closed
📋
▶
3 Work Order Created Oct 10, 10:30 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083315
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 42.0 business days
🔩
▶
2 2x Parts Added Dec 12, 7:27 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 63d 9h
⏳ 1.6 business days
✔️
▶
4 Status: Completed Dec 15, 10:23 AM
Status: Completed → Labor Added → Technician Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 3m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 5:57 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: 42.0 business days (threshold: 3.0 business days)
Exceeded by 39.0 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 00534311
Closed
📦
Parts Order 00083315
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 10, 10:30 AM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03036593 Parts Open 1 $688.68 Dec 12, 7:27 PM
WL-03036594 Expenses Open 1 $14.15 Dec 12, 7:27 PM
WL-03037768 Labor Open 0.016666666666667 $30.64 Dec 15, 10:24 AM

Details