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WO-01308843 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Rockford — 301 E State St, Rockford IL, 61104

Oct 10, 2025 → Jan 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 24, 2025
✗ SLA Missed (46 biz days late)
Active: 55 biz days
🕐 Clock stopped: Completed (Jan 5, 2026)
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
55d
▶ Clock Running
Status: Tech On Site
Oct 10 → Jan 5, 2026
55 business days (counted)
Running total: 55 of ? biz days used
Created: Oct 10, 2025 Completed: Jan 5, 2026
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0
Oct 10 → Jan 5 Tech On Site ▶ Running 55 55
Coordinators 0.0d
Field Work 55.7d
Billing 19.4d
✗ SLA Missed
Coordinators
0.0 days
Field Work
55.7 days
Over SLA
Billing
19.4 days
Over SLA
Created: Oct 10, 2025 Due: Oct 24, 2025 Completed: Jan 5, 2026 (72 days late)
📅
55.8 days Total Age
⏱️
55.7d in Tech On Site Longest Stage
🔄
6 transitions Status Changes
⚠️
72.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00522982
Follow up to WO-01280788
Closed
Follow up to WO-01280788 Inspection #: 28285 Asset ID: 6028580 Model: Welch Allyn, Inc. - 7670-01 Notes: Out of range.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gloria Valdivia
Owner
Virtual Tech
Created
Aug 28, 2025
Work Orders from this Case (2)
WO-01300268 Invoiced
SWAPOUT • Samuel A Klein
Created: Aug 29, 2025 • Closed: Oct 10, 2025
WO-01308843 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Oct 10, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 55.7 days stuck in "Tech On Site"
⏱️
Total Delay 72.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Assigned
0.0d / 0.5d SLA
Tech On Site
55.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
18.1d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16-RS; reached out to MFG for update on RMA#

🔧 Work Performed
Received Exchanged unit from Welch Allyn and preparing unit for Hotswap. Checked over unit and unit is accurate and functioning correctly. Welch Allyn Calibration paperwork will be attached in Files. Cleaned device externals Visual Inspection; Passed Hose, Bulb and Cuff in good condition Performance Tested as follows: Applied = Measured (± 3 mm Hg) 0 mmHg = __0___ mmHg 50 mmHg = __50.3___mmHg 100 mmHg = __100.6___ mmHg 150 mmHg = __150.8___ mmHg 200 mmHg = ___200.9__mmHg 250 mmHg = __250.2___ mmHg 300 mmHg = __299.6___mmHg PM Completed
🔍 Technician Findings
Gauge needle is out of the box - needs sent to mfg RMA#: 303393384
⚠️ Problem Description
Follow up to WO-01280788 - Inspection #: 28285 - Notes: Out of range. Welch Allyn, Inc. - 7670-01 Asset ID: 13367788 S/N: 251125103940 https://www.ebiotrack.com/workorder.php?wo=68871
📄 Description
SPHYG, ANEROID WALL GAUGE W/AD LT CUFF WA 7670-01 Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Aug 28, 2:46 PM
Case Number: 00522982
Subject: Follow up to WO-01280788
Status: Closed
🚨 31.0 business days
📋
Work Order Created Oct 10, 1:55 PM
Work Order: WO-01308843
Type: Virtual Tech - Depot
Priority: PC
🔧
Status: Tech On Site by Samuel Klein Oct 10, 2:08 PM
From: Assigned
To: Tech On Site
Duration in Previous: 12m
🚨 56.0 business days
🔩
3x Parts Added Jan 5, 2:59 PM
Type: Parts, Labor
Status: Open
Qty: 1
✔️
Status: Completed by Samuel Klein Jan 5, 3:07 PM
From: Tech On Site
To: Completed
Duration in Previous: 87d 1h
🏁
Status: Closed by Samuel Klein Jan 5, 3:13 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 6, 5:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 18.8 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 22h
🧾
▶
2 Invoice Created Feb 3, 2:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m

Bottlenecks

Tech On Site
Duration: 55.7 business days (threshold: 1.0 business days)
Exceeded by 54.7 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours
Ready to Bill
Duration: 18.1 business days (threshold: 1.0 business days)
Exceeded by 17.1 business days

🔗 Related Artifacts

📞
Case 00522982
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Oct 10, 1:55 PM
Invoice #
SM-252835

Work Details (3)

Name Type Status Qty Amount Date
WL-03053721 Parts Open 1 $0.00 Jan 5, 2:59 PM
WL-03053722 Labor Open 1 $122.57 Jan 5, 2:59 PM
WL-03053723 Labor Open 1 $122.57 Jan 5, 2:59 PM

Details