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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313426 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Soundview — 1555 Westchester Ave, Bronx NY, 10472

Nov 6, 2025 → Dec 18, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 12, 2025
✗ SLA Missed (8 biz days late)
Active: 11 biz days
Paused: 17 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Nov 6 → Dec 3, 2025
16 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 3 → Dec 4, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 9, 2025
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Incomplete
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 5 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 10 → Dec 11, 2025
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Reschedule
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 18, 2025
3 business days (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 11 of 3 biz days used
Created: Nov 6, 2025 Completed: Dec 19, 2025
Business Days Used 11 / 3
0 3d budget +8d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0 / 3
Nov 6 → Dec 3 Awaiting Parts ⏸ Paused 16 —
Dec 3 → Dec 3 Reschedule ▶ Running 0 0 / 3
Dec 3 → Dec 4 Assigned ▶ Running 1 1 / 3
Dec 4 → Dec 9 Scheduled ▶ Running 3 4 / 3
Dec 9 → Dec 9 Tech On Site ▶ Running 0 4 / 3
Dec 9 → Dec 9 Completed ▶ Running 0 4 / 3
Dec 9 → Dec 10 Incomplete ▶ Running 1 5 / 3
Dec 10 → Dec 11 Awaiting Parts ⏸ Paused 1 —
Dec 11 → Dec 12 Reschedule ▶ Running 1 6 / 3
Dec 12 → Dec 15 Scheduled ▶ Running 1 7 / 3
Dec 15 → Dec 15 Reschedule ▶ Running 0 7 / 3
Dec 15 → Dec 18 Scheduled ▶ Running 3 10 / 3
Dec 18 → Dec 19 Tech On Site ▶ Running 1 11 / 3
Dispatch 0.0d
Material Management 19.0d
Coordinators 12.8d
Field Work 1.0d
Incomplete 2.0d (excluded)
Billing 8.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
19.0 days
Over SLA
Coordinators
12.8 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
2.0 days
Billing
8.0 days
Over SLA
Created: Nov 6, 2025 Due: Dec 19, 2025 Completed: Dec 19, 2025 (on time)
📅
28.2 days Total Age
⏱️
17.0d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
26.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 9, 2025
Visit 2 Dec 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541557
Oak Street Health - 24 Hour - 113185: New Work Order Assigned
Closed
Work Order #113185 Work Order Description: Lab freezer temperature is off. Way to high. No ice in it. The rubber off the door is also not sticking back to close it correctly. Not suitable to be used and we have a lot of labs scheduled today.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chitova Whetstone
Owner
Virtual Tech
Created
Nov 6, 2025
Work Orders from this Case (3)
WO-01313426 (current) Invoiced
Virtual Tech - Field Repair • Mohamed Shareed
Created: Nov 6, 2025 • Closed: Dec 18, 2025
WO-01327341 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 19, 2025 • Closed: Dec 22, 2025
WO-01352630 On Hold
Virtual Tech
Created: Feb 18, 2026
Completed with significant delays
Invoiced • 118 days old
🚨
Primary Delay 17.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 26.8 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
Awaiting Parts
19.0d / 3.0d SLA
Reschedule
1.5d / 2.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
9.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Incomplete
2.0d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/15 KSmith -- Rescheduled for 12/18 with Chitova. 1-3pm

12/15 KSmith -- Let Chitova know the freezer is now arriving tomorrow. Provided Thursday for a rescheduled date and am awaiting response

12/15 KSmith -- Freezer is now delayed and arriving 12/16. Need to reschedule.

12/12/2025 Sramen - tracking is showing delivery on 12/16:teams message to RBerry to look into since KSmith is PTO until afternoon on 12/15.

12/12 KSmith -- Scheduled for 12/16 with Chitova. 2-4pm

12/12 KSmith -- Sent email to Chitova to schedule for 12/16

12/9 KSmith -- Per Chitova, "Good morning. The technician arrived for the repair today, but unfortunately, the lab freezer was damaged upon opening the box.


The technician noted that the refrigerator door was unhinged and broken beyond repair. He stated that the unit appeared to have been packaged poorly and the box itself was not in good shape.


I believe this was an error caused by either the postal service or manufacturing/packaging. Could you please let me know the next steps for resolving this issue and replacing the damaged unit?"

12/4 KSmith -- Scheduled for 12/9 with Chitova.

12/4 KSmith -- Sent email to schedule for 12/9

12/3/25 RBerry- Updated due date based on parts. Removed delay code. Parts are being shipped through RLCarriers. Tracking number is I006439095

🔧 Work Performed
12/9/25 MShareed- Unpacked refrigerator found door hinge and bolt bent. Also found bottom grill bent and cracking along base of refrigerator. Placed unit back into box. Unable to to setup. 12/18/25 MShareed- Unboxed and installed lab freezer. Verified temperature in range.
🔍 Technician Findings
Found lab refrigerator in broken box. Received lab freezer.
⚠️ Problem Description
Install new freezer and confirm temp in specification. Send email to virtualtech@emsar.com for Old freezer removal. Oak Street Work Order #113185 Work Order Description: Lab freezer temperature is off. Way to high. No ice in it. The rubber off the door is also not sticking back to close it correctly. Not suitable to be used and we have a lot of labs scheduled today. https://www.ebiotrack.com/workorder.php?wo=69515

Timeline

📞
Case Linked Nov 6, 8:15 AM
Case Number: 00541557
Subject: Oak Street Health - 24 Hour - 113185: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Nov 6, 9:42 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084870
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 17.0 business days
💵
▶
2 Expenses Added Dec 3, 3:43 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 27d 5h
👷
▶
2 Technician Assigned Dec 3, 4:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 33m
🗓️
▶
2 Status: Scheduled Dec 4, 9:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T16:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Dec 9, 8:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏱️
4x Labor Added Dec 9, 11:15 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.75, 1.25
✔️
Status: Completed by Mohamed Shareed Dec 9, 11:21 AM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 2h 33m, 0m
📦
▶
2 Parts Requested Dec 10, 9:12 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 21h 50m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Dec 11, 5:03 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 7h
📅
▶
2 Dispatch Scheduled Dec 12, 9:06 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 16h 3m
⏳ 2.0 business days
🔄
Status: Reschedule by Kourtney Smith Dec 15, 10:00 AM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 0h
🗓️
▶
2 Status: Scheduled Dec 15, 11:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-18T19:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Dec 18, 3:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
⏱️
6x Labor Added Dec 18, 8:40 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2, 1, 0.5, 95
✔️
▶
2 Status: Completed Dec 18, 8:46 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.4 business days
📄
Status: Ready to Bill by Diane Patton Dec 22, 10:37 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 13h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 7h
🧾
▶
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

Awaiting Parts
Duration: 17.0 business days (threshold: 3.0 business days)
Exceeded by 14.0 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00541557
Closed
📦
Parts Order 00084870
Closed
📦
Parts Order 00086543
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Dec 18, 2:00 PM
Created
Nov 6, 9:42 AM
Invoice #
SM-250448

Work Details (13)

Name Type Status Qty Amount Date
WL-03025213 Expenses Open 1 $0.00 Dec 3, 3:43 PM
WL-03031239 Labor Open 0.75 $91.93 Dec 9, 11:15 AM
WL-03031240 Labor Open 1.25 $153.21 Dec 9, 11:15 AM
WL-03031241 Travel Open 2 - Dec 9, 11:15 AM
WL-03031242 Expenses Open 1 $0.00 Dec 9, 11:15 AM
WL-03034711 Parts Open 1 $0.00 Dec 11, 5:03 PM
WL-03034712 Expenses Open 1 $0.00 Dec 11, 5:03 PM
WL-03042667 Labor Open 2 $245.14 Dec 18, 8:40 PM
WL-03042668 Labor Open 1 $122.57 Dec 18, 8:40 PM
WL-03042669 Labor Open 0.5 $0.00 Dec 18, 8:40 PM
WL-03042670 Travel Open 95 - Dec 18, 8:40 PM
WL-03042671 Travel Open 2 - Dec 18, 8:40 PM
WL-03042672 Expenses Open 1 $0.00 Dec 18, 8:40 PM

Details