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WO-01310389 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Bronzeville — 4318 S State St, Chicago IL, 60609

Oct 20, 2025 → Jan 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 23, 2025
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Paused: 44 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 9, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸36d
⏸ Clock Paused
Status: Awaiting Parts
Oct 20 → Dec 14, 2025
36 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 14 → Dec 15, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 18, 2025
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Reschedule
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Completed
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Dec 19 → Jan 3, 2026
8 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 3 → Jan 5, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 9, 2026
4 business days (counted)
Running total: 10 of 3 biz days used
Created: Oct 20, 2025 Completed: Jan 9, 2026
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0 / 3
Oct 20 → Dec 14 Awaiting Parts ⏸ Paused 36 —
Dec 14 → Dec 15 Reschedule ▶ Running 1 1 / 3
Dec 15 → Dec 15 Assigned ▶ Running 0 1 / 3
Dec 15 → Dec 18 Scheduled ▶ Running 3 4 / 3
Dec 18 → Dec 18 Tech Off Site ▶ Running 0 4 / 3
Dec 18 → Dec 19 Reschedule ▶ Running 1 5 / 3
Dec 19 → Dec 19 Completed ▶ Running 0 5 / 3
Dec 19 → Dec 19 Incomplete ▶ Running 0 5 / 3
Dec 19 → Jan 3 Awaiting Parts ⏸ Paused 8 —
Jan 3 → Jan 5 Reschedule ▶ Running 1 6 / 3
Jan 5 → Jan 9 Scheduled ▶ Running 4 10 / 3
Dispatch 0.0d
Material Management 45.4d
Coordinators 11.9d
Field Work 1.2d
Incomplete 0.0d (excluded)
Billing 16.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
45.4 days
Over SLA
Coordinators
11.9 days
Over SLA
Field Work
1.2 days
Incomplete (excluded from total)
0.0 days
Billing
16.8 days
Over SLA
Created: Oct 20, 2025 Due: Jan 8, 2026 Completed: Jan 9, 2026 (on time)
📅
54.6 days Total Age
⏱️
36.6d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
57.7d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Dec 17, 2025
Visit 2 Jan 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536822
Oak Street Health - 48 Hour - 106095: New Work Order Assigned
Closed
Work Order #106095 Work Order Description: We have 2 scales that need your attention SN: 5000095062 - is missing a spring in the battery compartment, therefore we are unable to replace the battery and use it. SN 5000086667 - is missing the door to the cover to the battery compartment. Please advise on next steps.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Judith De La Rosa
Owner
Virtual Tech
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310389 (current) Invoiced
Virtual Tech - Field Repair • Ryan Byer
Created: Oct 20, 2025 • Closed: Jan 9, 2026
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 36.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 57.7 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
45.4d / 3.0d SLA
Reschedule
4.0d / 2.0d SLA
Scheduled
7.9d / 2.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Incomplete
0.0d
Completed
0.2d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
15.5d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


1/5/2026 CRamen left a vm for a returned call to schedule for Thursday 1/8/2026 with tech arrival between 11-1

1/5/2026 CRamen parts delivered 12/30/2025


12/18/2025 Sramen - pushed out due date for parts. Removed delay code.

12/18/25 RJB -- Sent email to Judy asking if the part was located.


12/17/25 RJB -- The parts order 00083849 was not located by the staff. I plan to send a follow up email to the customer on 12/18 to see if the part could be located, otherwise, I will mark it for follow up and say we need to reorder that part.


12/13/2025 CRamen Logged email scheduling Wednesday 12/17/2025 with an arrival window between 10-12

🔧 Work Performed
Assembled and tested scale. Added to EBT. Worked with staff to search for the part from parts order: 00083849. It could not be located. Will follow up with staff on 12/18 to see if it was located, otherwise, I will close it and mark it for follow up. And request that the part from that parts order be reordered. 1/8/26: replaced scale battery door verified function.
🔍 Technician Findings
New scale onsite. There is no battery door for the other scale, however, even though the tracking shows that it was delivered.
⚠️ Problem Description
Install new scale and add to EBT Inventory also battery cover on SN 5000086667 Work Order #106095 Work Order Description: We have 2 scales that need your attention SN: 5000095062 - is missing a spring in the battery compartment, therefore we are unable to replace the battery and use it. SN 5000086667 - is missing the door to the cover to the battery compartment. Please advise on next steps. https://www.ebiotrack.com/workorder.php?wo=69078

Timeline

📞
Case Linked Oct 20, 1:14 PM
Case Number: 00536822
Subject: Oak Street Health - 48 Hour - 106095: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 20, 3:18 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083849
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 32.0 business days
📦
Parts Requested Dec 5, 4:03 PM
Order: 00086357
Status: Closed
⚠️ 6.0 business days
🔩
2x Parts Added Dec 12, 7:41 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 0.5 business days
🔩
▶
2 2x Parts Added Dec 14, 3:54 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 55d 1h
👷
▶
3 Technician Assigned Dec 15, 2:25 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 22h 30m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-17T16:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 Labor Added Dec 17, 11:15 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Ryan Byer
From: Scheduled
To: Tech Off Site
Duration in Previous: 2d 8h
🔄
Status: Reschedule by Lawrence Yoder Dec 18, 8:31 AM
From: Tech Off Site
To: Reschedule
Duration in Previous: 9h 13m
⏳ 2.0 business days
✔️
Status: Completed by Ryan Byer Dec 19, 12:27 PM
From: Reschedule, Completed
To: Completed, Incomplete
Duration in Previous: 1d 3h, 0m
📦
▶
2 Parts Requested Dec 19, 12:36 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 9m
⚠️ 9.0 business days
🔩
▶
2 2x Parts Added Jan 2, 9:30 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Amy Greene
From: Awaiting Parts
To: Reschedule
Duration in Previous: 14d 8h
⏳ 1.3 business days
🗓️
▶
3 Status: Scheduled Jan 5, 1:03 PM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-08T05:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-08T16:00:00.000+0000
📅
Dispatch Scheduled by Ryan Byer Jan 5, 5:19 PM
Scheduled For: 2026-01-08T17:30:00.000+0000
⏳ 4.8 business days
✔️
Status: Completed by Lawrence Yoder Jan 9, 10:40 AM
From: Scheduled
To: Completed
Duration in Previous: 3d 21h
⏱️
3x Labor Added Jan 9, 12:19 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 7
🏁
Status: Closed by Ryan Byer Jan 9, 12:26 PM
From: Completed
To: Closed
Duration in Previous: 1h 45m
📄
Status: Ready to Bill by Diane Patton Jan 9, 2:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 31m
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 1h
🧾
▶
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

Awaiting Parts
Duration: 36.6 business days (threshold: 3.0 business days)
Exceeded by 33.6 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Awaiting Parts
Duration: 8.8 business days (threshold: 3.0 business days)
Exceeded by 5.8 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Ready to Bill
Duration: 15.5 business days (threshold: 1.0 business days)
Exceeded by 14.5 business days

🔗 Related Artifacts

📞
Case 00536822
Closed
📦
Parts Order 00083849
Closed
📦
Parts Order 00086357
Closed
📦
Parts Order 00087050
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Ryan Byer
Scheduled
Jan 8, 12:30 PM
Created
Oct 20, 3:18 PM
Invoice #
SM-252835

Work Details (10)

Name Type Status Qty Amount Date
WL-03036611 Parts Open 1 $688.68 Dec 12, 7:41 PM
WL-03036612 Expenses Open 1 $0.00 Dec 12, 7:41 PM
WL-03037347 Parts Open 1 $7.24 Dec 14, 3:54 PM
WL-03037348 Expenses Open 1 $16.01 Dec 14, 3:54 PM
WL-03041486 Labor Open 0.75 $91.93 Dec 17, 11:15 PM
WL-03052965 Parts Open 1 $7.24 Jan 2, 9:30 PM
WL-03052966 Expenses Open 1 $33.02 Jan 2, 9:30 PM
WL-03059489 Labor Open 0.25 $30.64 Jan 9, 12:19 PM
WL-03059490 Labor Open 0.25 $30.64 Jan 9, 12:19 PM
WL-03059491 Travel Open 7 $0.00 Jan 9, 12:19 PM

Details