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WO-01313352 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • P3

📍 Oak Street Health - Firestone, OH — 1400 S. Arlington Street, Unit 146, Akron OH, 44306

Nov 5, 2025 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 10, 2025
✗ SLA Missed (55 biz days late)
Active: 58 biz days
Paused: 9 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Nov 5 → Nov 19, 2025
9 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 24, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
55d
▶ Clock Running
Status: On Hold
Nov 24 → Feb 17, 2026
55 business days (counted)
Running total: 58 of 3 biz days used
Created: Nov 5, 2025 Invoiced: Feb 17, 2026
Business Days Used 58 / 3
0 3d budget +55d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 5 → Nov 5 Created ▶ Running 0 0 / 3
Nov 5 → Nov 19 Awaiting Parts ⏸ Paused 9 —
Nov 19 → Nov 20 Ready for Scheduling ▶ Running 1 1 / 3
Nov 20 → Nov 21 Assigned ▶ Running 1 2 / 3
Nov 21 → Nov 21 Entered ▶ Running 0 2 / 3
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 2 / 3
Nov 21 → Nov 24 Assigned ▶ Running 1 3 / 3
Nov 24 → Nov 24 Entered ▶ Running 0 3 / 3
Nov 24 → Feb 17 On Hold ▶ Running 55 58 / 3
Dispatch 0.1d
Material Management 9.4d
Holding 55.2d (excluded)
Coordinators 4.6d
Field Work 0.0d
Billing 8.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
9.4 days
Over SLA
Holding (excluded from total)
55.2 days
Coordinators
4.6 days
Over SLA
Field Work
0.0 days
Billing
8.0 days
Over SLA
Created: Nov 5, 2025 Due: Nov 25, 2025 Completed: Feb 17, 2026 (83 days late)
📅
67.5 days Total Age
⏱️
55.2d in On Hold Longest Stage
🔄
13 transitions Status Changes
⚠️
16.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541246
eBiotrack - New Work Order Request - Inspection Repair
Closed
Oak Street Health - Firestone, OH Site: Oak Street Health - Firestone, OH Customer: Oak Street Health Customer #: 256 1400 S. Arlington Street, Unit 146 Akron, OH 44306-3770 Inspection #: 29906 Asset ID: 6092449 Model: Midmark - 224-002 Notes: Noticeable physical damage on device Drawer slides and drawer broken
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stephanie Schulda
Owner
Virtual Tech
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313352 (current) Invoiced
Virtual Tech - Drop Shipment • Derek Reynolds
Created: Nov 5, 2025 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 119 days old
🚨
Primary Delay 55.2 days stuck in "On Hold"
⏱️
Total Delay 16.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Awaiting Parts
9.4d / 3.0d SLA
Ready for Scheduling
1.0d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
On Hold
55.2d
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Ready to Bill
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24/2025 CRamen left a vm for Stephanie to return call to schedule


11/21/2025 CRamen left a vm for Stephanie to return call to schedule for this afternoon

11/21/2025 CRamen left a vm for Stephanie to return call to schedule for today


11/20/2025 CRamen left a vm for Stephanie to return call to schedule for Friday 11/21/2025 with tech arrival between 8-10am. Logged email. Placeholder set


11/19/2025 CRamen parts delivered today


11/19/2025 JRolston - Per UPS, ETA on wb 1ZE444250372494143 is today, 11/19. Updated work order accordingly.

FYI from part order:

11/07/2025 AGreene - received confirmation of the order and est ship date of 11/18.

11/06/2025 AGreene - placed GP IT-3038 and ordered both items to be shipped directly to customer from Midmark on PO015135

🔧 Work Performed
Part Shipped
🔍 Technician Findings
Part Shipped
⚠️ Problem Description
Oak Street Health - Firestone, OH Site: Oak Street Health - Firestone, OH Customer: Oak Street Health Customer #: 256 1400 S. Arlington Street, Unit 146 Akron, OH 44306-3770 Inspection #: 29906 Asset ID: 6092449 Model: Midmark - 224-002 Notes: Noticeable physical damage on device Drawer slides and drawer broken https://www.ebiotrack.com/workorder.php?wo=69501

Timeline

📞
Case Linked Nov 5, 11:29 AM
Case Number: 00541246
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Nov 5, 3:21 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084828
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 10.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 19, 11:28 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 13d 20h
👷
▶
2 Technician Assigned Nov 19, 7:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7h 35m
⏳ 1.6 business days
🔩
3x Parts Added Nov 20, 10:19 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🆕
Status: Entered by Charles Ramen Nov 21, 12:51 PM
From: Assigned
To: Entered
Duration in Previous: 1d 17h
📅
Status: Ready for Scheduling by Sherry Reich Nov 21, 1:35 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 43m
👷
▶
2 Technician Assigned Nov 21, 1:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
⏳ 2.0 business days
🆕
Status: Entered by Charles Ramen Nov 24, 5:43 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 3d 3h, 0m
🚨 55.8 business days
✔️
▶
3 Status: Completed Feb 17, 3:34 PM
Status: Completed → Technician Assigned → Status: Assigned
👷
Technician Assigned by Scott Berry
Technician: a0h8Y00000I6nNKQAZ, Derek Reynolds
👷
Status: Assigned by Scott Berry
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 1m, 0m
📄
▶
2 Status: Ready to Bill Feb 18, 11:22 AM
Status: Ready to Bill → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review
To: Ready to Bill
Duration in Previous: 0m
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 1h
🧾
▶
2 Invoice Created Feb 28, 1:18 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m

Bottlenecks

Awaiting Parts
Duration: 9.4 business days (threshold: 3.0 business days)
Exceeded by 6.4 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00541246
Closed
📦
Parts Order 00084828
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Derek Reynolds
Scheduled
N/A
Created
Nov 5, 3:21 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03015709 Parts Open 1 $163.35 Nov 20, 10:19 PM
WL-03015710 Parts Open 1 $44.01 Nov 20, 10:19 PM
WL-03015711 Expenses Open 1 $14.15 Nov 20, 10:19 PM

Details