Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312488 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Garland — 2510 West Walnut St #101, Garland TX, 75042

Nov 3, 2025 → Dec 31, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (21 biz days late)
Active: 38 biz days
🕐 Clock stopped: Completed (Dec 31, 2025)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
28d
▶ Clock Running
Status: Scheduled
Nov 3 → Dec 16, 2025
28 business days (counted)
Running total: 28 of ? biz days used
6d
▶ Clock Running
Status: Reschedule
Dec 16 → Dec 24, 2025
6 business days (counted)
Running total: 34 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 24 → Dec 31, 2025
4 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 38 of ? biz days used
Created: Nov 3, 2025 Completed: Dec 31, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 3 Ready for Scheduling ▶ Running 0 0
Nov 3 → Nov 3 Assigned ▶ Running 0 0
Nov 3 → Dec 16 Scheduled ▶ Running 28 28
Dec 16 → Dec 24 Reschedule ▶ Running 6 34
Dec 24 → Dec 31 Scheduled ▶ Running 4 38
Dec 31 → Dec 31 Tech On Site ▶ Running 0 38
Dispatch 0.0d
Coordinators 40.4d
Field Work 0.5d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.4 days
Over SLA
Field Work
0.5 days
Billing
1.0 days
Created: Nov 3, 2025 Due: Dec 31, 2025 Completed: Dec 31, 2025 (on time)
📅
39.0 days Total Age
⏱️
28.8d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
34.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00540160
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 91 https://www.ebiotrack.com/inspection.php?iid=30924 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ryan Kingery
Owner
John Rolston
Created
Nov 1, 2025
Work Orders from this Case (1)
WO-01312488 (current) Invoiced
Inspection • Zachary Stieben
Created: Nov 3, 2025 • Closed: Dec 31, 2025
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 28.8 days stuck in "Scheduled"
⏱️
Total Delay 34.8 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
0.1d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
33.7d / 2.0d SLA
Reschedule
6.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16 KKelch called Ryan to reschedule for 12/30 between 9 and 11 am. Left VM. 

11/3 KKelch called Ryan to schedule for 12/19 between 9 and 11 am. Customer confirmed. 

🔧 Work Performed
Inspected 87 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
12/31/2025 Zachary Stieben arrived on site. Found 87 pieces of equipment to be inspected.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 91 https://www.ebiotrack.com/inspection.php?iid=30924 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Nov 1, 7:00 AM
Case Number: 00540160
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 3, 9:27 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 3, 10:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 47m
🗓️
▶
2 Status: Scheduled Nov 3, 12:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T15:00:00.000+0000
🚨 29.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Dec 16, 4:10 PM
From: Scheduled
To: Reschedule
Duration in Previous: 43d 3h
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Dec 24, 11:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-31T17:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Zachary Stieben Dec 31, 9:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 21h
✔️
▶
4 Status: Completed Dec 31, 1:15 PM
Status: Completed → 2x Travel Added → 3x Labor Added → Status: Closed
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 1, 14
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.083333333333333, 3.3333333333333, 0.5
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 2, 9:30 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 8h 39m
🧾
▶
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

Scheduled
Duration: 28.8 business days (threshold: 2.0 business days)
Exceeded by 26.8 business days
Reschedule
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business hours

🔗 Related Artifacts

📞
Case 00540160
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Dec 31, 12:00 PM
Created
Nov 3, 9:27 AM
Invoice #
SM-250448

Work Details (5)

Name Type Status Qty Amount Date
WL-03051611 Travel Open 1 - Dec 31, 1:17 PM
WL-03051612 Travel Open 14 - Dec 31, 1:17 PM
WL-03051622 Labor Open 0.083333333333333 $0.00 Dec 31, 1:19 PM
WL-03051623 Labor Open 3.3333333333333 $2,246.60 Dec 31, 1:19 PM
WL-03051624 Labor Open 0.5 $0.00 Dec 31, 1:19 PM

Details