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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309429 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Pikes Peak Park — 2877 E Fountain Blvd, Colorado Springs CO, 80910

Oct 15, 2025 → Jan 15, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (49 biz days late)
Active: 62 biz days
🕐 Clock stopped: Completed (Jan 16, 2026)
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
18d
▶ Clock Running
Status: Ready for Scheduling
Oct 15 → Nov 10, 2025
18 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: On Hold
Nov 10 → Nov 17, 2025
4 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 21, 2025
4 business days (counted)
Running total: 26 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Nov 21 → Dec 2, 2025
5 business days (counted)
Running total: 31 of ? biz days used
30d
▶ Clock Running
Status: Scheduled
Dec 2 → Jan 15, 2026
30 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 62 of ? biz days used
Created: Oct 15, 2025 Completed: Jan 16, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 15 → Oct 15 Created ▶ Running 0 0
Oct 15 → Nov 10 Ready for Scheduling ▶ Running 18 18
Nov 10 → Nov 10 Assigned ▶ Running 0 18
Nov 10 → Nov 17 On Hold ▶ Running 4 22
Nov 17 → Nov 21 Ready for Scheduling ▶ Running 4 26
Nov 21 → Dec 2 Assigned ▶ Running 5 31
Dec 2 → Jan 15 Scheduled ▶ Running 30 61
Jan 15 → Jan 16 Tech On Site ▶ Running 1 62
Dispatch 0.0d
Holding 5.0d (excluded)
Coordinators 60.4d
Field Work 1.0d
Billing 11.8d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
5.0 days
Coordinators
60.4 days
Over SLA
Field Work
1.0 days
Billing
11.8 days
Over SLA
Created: Oct 15, 2025 Due: Dec 31, 2025 Completed: Jan 16, 2026 (15 days late)
📅
62.2 days Total Age
⏱️
31.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
65.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535617
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. 109 pieces https://www.ebiotrack.com/inspection.php?iid=30693
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Nassif
Owner
Sherry Reich
Created
Oct 15, 2025
Work Orders from this Case (1)
WO-01309429 (current) Invoiced
Inspection • Andrew Przybyla
Created: Oct 15, 2025 • Closed: Jan 15, 2026
Completed with significant delays
Invoiced • 140 days old
🚨
Primary Delay 31.0 days stuck in "Scheduled"
⏱️
Total Delay 65.5 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
Ready for Scheduling
23.4d / 1.0d SLA
Assigned
6.0d / 0.5d SLA
On Hold
5.0d
Scheduled
31.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.6d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


11/19/2025 LHill-rec'd call from Tina Esterly at 610-972-9493. She 

confirmed contact & equipment.


Scheduling ahead needed: No


Certain day or time: M-F 8:00AM-4:00 PM. Closes at 1:00 the day before Thanksgiving and Christmas Eve.


Confirmed contact information is correct: Yes 


Anything additional needed for tech to gain access to the facility: No



11/19/2025 LHill-sent email to Tina Esterly at tina.easterly@oakstreethealth.com to confirm contact & equipment.


11/19/2025 LHill-LM at 610-972-9493 for Tina Esterly to confirm contact & equipment.


11/18/2025 LHill-sent email to Tina Esterly at tina.easterly@oakstreethealth.com to confirm contact & equipment.


11/18/2025 LHill-LM at 610-972-9493 for Tina Esterly to confirm contact & equipment.


11/17/25 SBerry: POC updated, WO moved to RFS


11/10/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


11/10/2025 LHill-LM at (210) 718-7266 for Claudia Nassif to confirm contact & equipment.


11/07/2025 LHill-LM at (210) 718-7266 for Claudia Nassif to confirm contact & equipment. 


11/07/2025 LHill-called (210) 718-7266 for Claudia Nassif to confirm contact & equipment. Tried to leave message but got disconnected.


11/06/2025 LHill-tried to send email to Claudia at claudia.nassif@oakstreethealth.com but it said bounced and would not let me send.


11/06/2025 LHill-LM at (210) 718-7266 for Claudia Nassif to confirm contact & equipment.

🔧 Work Performed
Tech arrived on site and inspected and tested 120 pieces of equipment.
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service 109 pieces
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. 109 pieces https://www.ebiotrack.com/inspection.php?iid=30693

Timeline

📞
Case Linked Oct 15, 7:00 AM
Case Number: 00535617
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 15, 8:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 19.0 business days
👷
▶
2 Technician Assigned Nov 10, 9:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 26d 2h
⏸️
Status: On Hold by Laura Hill Nov 10, 10:06 AM
From: Assigned
To: On Hold
Duration in Previous: 8m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Scott Berry Nov 17, 3:40 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 7d 5h
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Nov 21, 9:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 18h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Dec 2, 10:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-15T16:00:00.000+0000
🚨 30.0 business days
📅
Dispatch Scheduled by Andrew Przybyla Jan 14, 11:26 AM
Scheduled For: 2026-01-15T17:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Jan 15, 12:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 44d 1h
⏱️
4x Labor Added Jan 15, 6:34 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 6.5, 1.5, 60
✔️
Status: Completed by Andrew Przybyla Jan 15, 7:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 29m
🏁
Status: Closed by Andrew Przybyla Jan 15, 8:30 PM
From: Completed
To: Closed
Duration in Previous: 1h 29m
📄
Status: Ready to Bill by Diane Patton Jan 16, 2:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 56m
🚨 11.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 2h
🧾
▶
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

Ready for Scheduling
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days
Ready for Scheduling
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 31.0 business days (threshold: 2.0 business days)
Exceeded by 29.0 business days
Ready to Bill
Duration: 10.6 business days (threshold: 1.0 business days)
Exceeded by 9.6 business days

🔗 Related Artifacts

📞
Case 00535617
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Andrew Przybyla
Scheduled
Jan 15, 12:30 PM
Created
Oct 15, 8:39 AM
Invoice #
SM-252835

Work Details (4)

Name Type Status Qty Amount Date
WL-03067051 Labor Open 6.5 $3,032.00 Jan 15, 6:34 PM
WL-03067052 Labor Open 1.5 $0.00 Jan 15, 6:34 PM
WL-03067053 Travel Open 60 $0.00 Jan 15, 6:34 PM
WL-03067054 Expenses Open 1 $0.00 Jan 15, 6:34 PM

Details