Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308830 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Terrytown — 601 Terry Parkway, Ste O, Gretna LA, 70056

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: Completed (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 12, 2025
41 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 12 → Dec 15, 2025
1 business day (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 Completed: Dec 15, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0
Oct 10 → Dec 12 Awaiting Parts ⏸ Paused 41
Dec 12 → Dec 15 Reschedule ▶ Running 1 1
Dec 15 → Dec 15 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 41.9d
Coordinators 1.1d
Billing 11.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
41.9 days
Over SLA
Coordinators
1.1 days
Billing
11.6 days
Over SLA
Created: Oct 10, 2025 Due: Dec 12, 2025 Completed: Dec 15, 2025 (2 days late)
📅
42.9 days Total Age
⏱️
41.9d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
50.5d 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 #00534452
L2 review - HCP
Closed
Hello, this is Jeffery Brown, Practice Manager at Terrytown. I need a box of 4900 Welch Allen (04900) to be sent to replace a few bulbs not working.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jeffery Brown
Owner
Virtual Tech
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308830 (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 41.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 50.5 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
41.9d / 3.0d SLA
Reschedule
1.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
11.6d / 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
Hello, this is Jeffery Brown, Practice Manager at Terrytown. I need a box of 4900 Welch Allen (04900) to be sent to replace a few bulbs not working. https://www.ebiotrack.com/workorder.php?wo=68865

Timeline

📞
Case Linked Oct 9, 5:39 PM
Case Number: 00534452
Subject: L2 review - HCP
Status: Closed
📋
3 Work Order Created Oct 10, 12:55 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083327
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, 6:00 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 63d 6h
1.7 business days
⏱️
4 Labor Added Dec 15, 9:43 AM
Labor Added → Status: Assigned → Technician Assigned → Status: Completed
👷
Status: Assigned by Wendy Argueta
From: Reschedule
To: Assigned
Duration in Previous: 2d 15h
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 2:17 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 3h
🧾
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: 41.9 business days (threshold: 3.0 business days)
Exceeded by 38.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00534452
Closed
📦
Parts Order 00083327
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, 12:55 PM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03036457 Parts Open 1 $494.10 Dec 12, 6:00 PM
WL-03036458 Expenses Open 1 $16.50 Dec 12, 6:00 PM
WL-03037715 Labor Open 0.016666666666667 $30.64 Dec 15, 9:43 AM

Details