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WO-01314729 ↗ ServiceMax

Oak Street Health • Installation • P3

📍 Oak Street Health - Westown, OH — 10688 Lorain Ave, Cleveland OH, 44111

Nov 12, 2025 → Nov 18, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 17, 2025
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 18, 2025
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 5 of 3 biz days used
Created: Nov 12, 2025 Completed: Nov 19, 2025
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0 / 3
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 0 / 3
Nov 12 → Nov 12 Assigned ▶ Running 0 0 / 3
Nov 12 → Nov 18 Scheduled ▶ Running 4 4 / 3
Nov 18 → Nov 19 Tech On Site ▶ Running 1 5 / 3
Dispatch 0.0d
Coordinators 5.2d
Field Work 1.0d
Billing 7.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.2 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
7.6 days
Over SLA
Created: Nov 12, 2025 Due: Nov 17, 2025 Completed: Nov 19, 2025 (1 days late)
📅
5.2 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
9.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543183
Oak Street Health - 48 Hour - 114440: New Work Order Assigned
Closed
Work Order Description: Replacement bed for exam room 12 has arrived and needs to be installed.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lucy Borrero
Owner
Virtual Tech
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314729 (current) Invoiced
Installation • Jordan Moceri
Created: Nov 12, 2025 • Closed: Nov 18, 2025
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 9.7 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
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12/2025 CRamen scheduled repairs for Tuesday 11/18/2025 with tech arrival between 9-11am in logged email wo-01318012

🔧 Work Performed
replacement bed installed with new and all functions working
🔍 Technician Findings
bed needs replaced
⚠️ Problem Description
Work Order Description: Replacement bed for exam room 12 has arrived and needs to be installed. https://www.ebiotrack.com/workorder.php?wo=69631

Timeline

📞
Case Linked Nov 12, 9:02 AM
Case Number: 00543183
Subject: Oak Street Health - 48 Hour - 114440: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Nov 12, 9:36 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Status: Assigned Nov 12, 10:53 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Jordan Moceri
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-18T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Charles Ramen Nov 13, 5:42 PM
Scheduled For: 2025-11-18T16:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by Jordan Moceri Nov 18, 12:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
⏱️
▶
2 3x Labor Added Nov 18, 8:25 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 4m, 0m
⏳ 3.4 business days
📄
Status: Ready to Bill by Diane Patton Nov 21, 10:28 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 14h
⚠️ 5.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 3h
⏳ 3.0 business days
💰
Status: Invoiced by Diane Patton Dec 3, 9:30 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h
🚨 10.0 business days
🧾
Invoice Created Dec 16, 10:12 AM
Invoice Number: SM-247862

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00543183
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Installation
Branch
Edge
Technician
Jordan Moceri
Scheduled
Nov 18, 11:00 AM
Created
Nov 12, 9:36 AM
Invoice #
SM-247862

Work Details (3)

Name Type Status Qty Amount Date
WL-03012153 Labor Open 0.81666666666667 $122.57 Nov 18, 8:25 PM
WL-03012154 Labor Open 3.3333333333333 $429.00 Nov 18, 8:25 PM
WL-03012155 Travel Open 180 - Nov 18, 8:25 PM

Details