Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315146 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Swope Park — 1634 East 63rd St, Kansas City MO, 64110

Nov 13, 2025 → Feb 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 18, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 61 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸61d
⏸ Clock Paused
Status: Awaiting Parts
Nov 13 → Feb 16, 2026
61 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Nov 13, 2025 Completed: Feb 19, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0 / 3
Nov 13 → Feb 16 Awaiting Parts ⏸ Paused 61 —
Feb 16 → Feb 16 Reschedule ▶ Running 0 0 / 3
Feb 16 → Feb 17 Assigned ▶ Running 1 1 / 3
Feb 17 → Feb 19 Scheduled ▶ Running 2 3 / 3
Feb 19 → Feb 19 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Material Management 61.8d
Coordinators 4.0d
Field Work 0.1d
Incomplete 0.3d (excluded)
Billing 5.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
61.8 days
Over SLA
Coordinators
4.0 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
0.3 days
Billing
5.5 days
Over SLA
Created: Nov 13, 2025 Due: Feb 19, 2026 Completed: Feb 19, 2026 (on time)
📅
64.8 days Total Age
⏱️
61.8d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
65.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 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 #00543576
L2 review
Closed
The Urine Analyzer is not printing. It sounds as though it is trying to print but nothing is coming out.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Long
Owner
Virtual Tech
Created
Nov 13, 2025
Work Orders from this Case (2)
WO-01315146 (current) Invoiced
Virtual Tech - Field Repair • Thomas J Langenberg Jr
Created: Nov 13, 2025 • Closed: Feb 19, 2026
WO-01315147 Invoiced
Virtual Tech • Virtual Tech
Created: Nov 13, 2025 • Closed: Jan 9, 2026
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 61.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 65.5 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
61.8d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Incomplete
0.3d
Closed
1.7d / 1.0d SLA
Ready to Bill
5.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17 KKelch called Samantha to schedule for 2/19 between 9 and 11 am. Customer confirmed. 

🔧 Work Performed
wrong battery sent, unit requires welch allyn model 411717. Charging port is connection is loose and appears to be broken as well, will not allow charging cable to connect. missing screw the hold the BP monitor to its base in order to hold the BP monitor securely. Will need parts if repairable ...see attached pictures for reference
🔍 Technician Findings
battery not holding charge
⚠️ Problem Description
welch Allyn BP machine is not holding a charge. Even when plugged in it will power off. https://www.ebiotrack.com/workorder.php?wo=69684

Timeline

📞
Case Linked Nov 13, 9:45 AM
Case Number: 00543576
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Nov 13, 12:26 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085238
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 62.0 business days
💵
▶
2 Expenses Added Feb 16, 4:42 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 95d 4h
👷
▶
2 Status: Assigned Feb 16, 4:52 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Thomas J Langenberg Jr
🗓️
▶
2 Status: Scheduled Feb 17, 9:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-19T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Feb 19, 10:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
▶
2 2x Labor Added Feb 19, 10:59 AM
2x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.0833333333333
⚠️
Status: Incomplete by Thomas Langenberg Feb 19, 11:05 AM
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 1h 0m
🏁
Status: Closed by Wendy Argueta Feb 19, 1:15 PM
From: Incomplete
To: Closed
Duration in Previous: 2h 10m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
🧾
▶
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: 61.8 business days (threshold: 3.0 business days)
Exceeded by 58.8 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business hours
Ready to Bill
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00543576
Closed
📦
Parts Order 00085238
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Feb 19, 10:00 AM
Created
Nov 13, 12:26 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03107586 Expenses Open 1 $0.00 Feb 16, 4:42 PM
WL-03111892 Labor Open 0.83333333333333 $122.57 Feb 19, 10:59 AM
WL-03111893 Travel Open 27 - Feb 19, 10:59 AM
WL-03111899 Labor Open 1.0833333333333 $153.21 Feb 19, 11:03 AM

Details