Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309362 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Lee Harvard, OH — 16888 Harvard Avenue, Cleveland OH, 44128

Oct 14, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 12, 2025
✗ SLA Missed
Active: 0 biz days
Paused: 41 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸41d
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Dec 15, 2025
41 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Oct 14, 2025 Completed: Dec 15, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Dec 15 Awaiting Parts ⏸ Paused 41 —
Dec 15 → Dec 15 Reschedule ▶ Running 0 0
Dec 15 → Dec 15 Assigned ▶ Running 0 0
Dispatch 0.0d
Material Management 41.6d
Coordinators 0.2d
Billing 11.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
41.6 days
Over SLA
Coordinators
0.2 days
Billing
11.2 days
Over SLA
Created: Oct 14, 2025 Due: Dec 12, 2025 Completed: Dec 15, 2025 (2 days late)
📅
41.6 days Total Age
⏱️
41.6d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
49.1d 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

Open in Salesforce →
🎫
Case #00535398
L2 review
Closed
Notes: Out of tolerance. reading too low
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brittany Jarrett
Owner
Virtual Tech
Created
Oct 14, 2025
Work Orders from this Case (2)
WO-01309362 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 14, 2025 • Closed: Dec 15, 2025
WO-01328269 Invoiced
Virtual Tech - Field Repair • Jordan Moceri
Created: Dec 29, 2025 • Closed: Jan 6, 2026
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 41.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 49.1 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
41.6d / 3.0d SLA
Reschedule
0.2d / 2.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
11.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18/2025jsells

Hello,


The parts for this work order are at the clinic in my office. We are just

waiting to get scheduled for the service.

🔧 Work Performed
part ordered and shipped to site
🔍 Technician Findings
part ordered and shipped to site
⚠️ Problem Description
Notes: Out of tolerance. reading too low https://www.ebiotrack.com/workorder.php?wo=68963

Timeline

📞
Case Linked Oct 14, 1:34 PM
Case Number: 00535398
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Oct 14, 3:16 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083556
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 15, 2:05 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 61d 23h
⏱️
▶
3 Labor Added Dec 15, 3:37 PM
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: 1h 32m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 6:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 11.7 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: 41.6 business days (threshold: 3.0 business days)
Exceeded by 38.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 11.1 business days (threshold: 1.0 business days)
Exceeded by 10.1 business days

🔗 Related Artifacts

📞
Case 00535398
Closed
📦
Parts Order 00083556
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 14, 3:16 PM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03038061 Parts Open 1 $317.25 Dec 15, 2:05 PM
WL-03038062 Expenses Open 1 $16.50 Dec 15, 2:05 PM
WL-03038206 Labor Open 0.11666666666667 $30.64 Dec 15, 3:37 PM

Details