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WO-01309110 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Durham — 3729 N Roxboro St, Suite B, Durham NC, 27704

Oct 13, 2025 → Dec 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 39 biz days
🕐 Clock stopped: Completed (Dec 11, 2025)
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸39d
⏸ Clock Paused
Status: Awaiting Parts
Oct 13 → Dec 10, 2025
39 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 13, 2025 Completed: Dec 11, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0
Oct 13 → Dec 10 Awaiting Parts ⏸ Paused 39 —
Dec 10 → Dec 11 Reschedule ▶ Running 1 1
Dec 11 → Dec 11 Assigned ▶ Running 0 1
Material Management 39.0d
Coordinators 1.2d
Billing 14.3d
✗ SLA Missed
Material Management
39.0 days
Over SLA
Coordinators
1.2 days
Billing
14.3 days
Over SLA
Created: Oct 13, 2025 Due: Oct 31, 2025 Completed: Dec 11, 2025 (40 days late)
📅
40.0 days Total Age
⏱️
39.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
49.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535054
Oak Street Health - 48 Hour - 102760: New Work Order Assigned
Closed
Work Order #102760 Area: Exam Room - 7 Work Order Description: BP cuff not holding pressure
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lacey Booth
Owner
Virtual Tech
Created
Oct 13, 2025
Work Orders from this Case (1)
WO-01309110 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 13, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 142 days old
🚨
Primary Delay 39.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 49.3 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
39.0d / 3.0d SLA
Reschedule
1.2d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
14.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/14 Customer requesting update on Parts order need ETA/Tracking

10-30 DSR Customer requesting update on Parts order need ETA/Tracking. Changed Priority to High and sent to Orders Q.

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Work Order #102760 Area: Exam Room - 7 Work Order Description: BP cuff not holding pressure https://www.ebiotrack.com/workorder.php?wo=68914

Timeline

📞
Case Linked Oct 13, 2:12 PM
Case Number: 00535054
Subject: Oak Street Health - 48 Hour - 102760: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 13, 2:47 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083424
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 34.0 business days
📦
Parts Requested Dec 3, 1:48 PM
Order: 00086164
Status: Closed
⚠️ 6.0 business days
🔩
2x Parts Added Dec 10, 3:25 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🔩
▶
2 2x Parts Added Dec 10, 5:24 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 58d 3h
⏱️
▶
3 Labor Added Dec 11, 8:58 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 15h 34m, 0m
📄
Status: Ready to Bill by Diane Patton Dec 11, 4:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 39m
🚨 14.9 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22d 1h
🧾
▶
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: 39.0 business days (threshold: 3.0 business days)
Exceeded by 36.0 business days
Ready to Bill
Duration: 14.3 business days (threshold: 1.0 business days)
Exceeded by 13.3 business days

🔗 Related Artifacts

📞
Case 00535054
Closed
📦
Parts Order 00083424
Closed
📦
Parts Order 00086164
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 13, 2:47 PM
Invoice #
SM-250448

Work Details (5)

Name Type Status Qty Amount Date
WL-03033129 Parts Open 1 $86.32 Dec 10, 3:25 PM
WL-03033130 Expenses Open 1 $31.64 Dec 10, 3:25 PM
WL-03033317 Parts Open 1 $89.78 Dec 10, 5:24 PM
WL-03033318 Expenses Open 1 $0.00 Dec 10, 5:24 PM
WL-03033866 Labor Open 0.3 $61.29 Dec 11, 8:58 AM

Details