Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310593 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Meadowbrook, TX — 4115 East Lancaster, Fort Worth TX, 76103

Oct 21, 2025 → Jan 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 19, 2025
✗ SLA Missed
Active: 2 biz days
Paused: 59 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
▶ Clock Running
Status: Created
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸59d
⏸ Clock Paused
Status: Awaiting Parts
Oct 21 → Jan 20, 2026
59 business days (not counted)
▶ Clock Running
Status: L2 Review
Jan 20 → Jan 22, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Oct 21, 2025 Completed: Jan 22, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 21 → Oct 21 Created ▶ Running 0 0
Oct 21 → Jan 20 Awaiting Parts ⏸ Paused 59 —
Jan 20 → Jan 22 L2 Review ▶ Running 2 2
Jan 22 → Jan 22 Entered ▶ Running 0 2
Jan 22 → Jan 22 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 59.5d
Coordinators 0.0d
Billing 8.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
59.5 days
Over SLA
Coordinators
0.0 days
Billing
8.2 days
Over SLA
Created: Oct 21, 2025 Due: Dec 19, 2025 Completed: Jan 22, 2026 (33 days late)
📅
61.5 days Total Age
⏱️
59.5d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
63.5d 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 #00537123
Oak Street Health - 48 Hour - 106563: New Work Order Assigned
Closed
Work Order #106563 Work Order Description: Room 13 scale stating "LO" again. The batteries have been changed multiple times and the "LO" status has not changed
Priority
Standard
Origin
Email
Reason
New Case
Contact
vanessa anchondo
Owner
Virtual Tech
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01310593 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 21, 2025 • Closed: Jan 22, 2026
Completed with significant delays
Invoiced • 134 days old
🚨
Primary Delay 59.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 63.5 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
Awaiting Parts
59.5d / 3.0d SLA
L2 Review
2.4d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
7.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Sent Parts needed to Clinic.
🔍 Technician Findings
Parts look up and review.
⚠️ Problem Description
Work Order #106563 Work Order Description: Room 13 scale stating "LO" again. The batteries have been changed multiple times and the "LO" status has not changed https://www.ebiotrack.com/workorder.php?wo=69127

Timeline

📞
Case Linked Oct 21, 11:57 AM
Case Number: 00537123
Subject: Oak Street Health - 48 Hour - 106563: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 21, 3:36 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083930
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 60.0 business days
🔩
▶
2 2x Parts Added Jan 20, 3:39 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 91d 1h
⏳ 3.0 business days
🆕
▶
4 Status: Entered Jan 22, 11:19 AM
Status: Entered → Labor Added → Technician Assigned → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
✔️
Status: Completed by Derek Reynolds
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Jan 23, 11:16 AM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 54m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 5h
🧾
▶
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: 59.5 business days (threshold: 3.0 business days)
Exceeded by 56.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.6 business hours
Ready to Bill
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00537123
Closed
📦
Parts Order 00083930
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 21, 3:36 PM
Invoice #
SM-252835

Work Details (3)

Name Type Status Qty Amount Date
WL-03072061 Parts Open 1 $688.68 Jan 20, 3:39 PM
WL-03072062 Expenses Open 1 $25.00 Jan 20, 3:39 PM
WL-03074883 Labor Open 0.25 $30.64 Jan 22, 11:20 AM

Details