Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317177 ↗ ServiceMax

Oak Street Health • Calibration • PSM

📍 Oak Street Health - Peoria — 801 West Lake Avenue, Suite 200, Peoria IL, 61614

Nov 25, 2025 → Dec 14, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (10 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 5, 2025
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Entered
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 6 of ? biz days used
4d
▶ Clock Running
Status: On Hold
Dec 5 → Dec 11, 2025
4 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 11 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 12 of ? biz days used
Created: Nov 25, 2025 Completed: Dec 15, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0
Nov 25 → Dec 5 Assigned ▶ Running 6 6
Dec 5 → Dec 5 Scheduled ▶ Running 0 6
Dec 5 → Dec 5 Entered ▶ Running 0 6
Dec 5 → Dec 11 On Hold ▶ Running 4 10
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 10
Dec 11 → Dec 11 Assigned ▶ Running 0 10
Dec 11 → Dec 12 Scheduled ▶ Running 1 11
Dec 12 → Dec 15 Tech On Site ▶ Running 1 12
Dispatch 0.0d
Holding 5.0d (excluded)
Coordinators 8.6d
Field Work 1.0d
Billing 11.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
5.0 days
Coordinators
8.6 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
11.0 days
Over SLA
Created: Nov 25, 2025 Due: Dec 31, 2025 Completed: Dec 15, 2025 (16 days early)
📅
12.3 days Total Age
⏱️
11.0d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
18.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 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 #00546703
Closed
Inspection: Miscellaneous Calibration https://www.ebiotrack.com/inspection.php?iid=31452 connext BP machine needs calibration 01-00732094196825 spoke with Pam,
Priority
High
Origin
Phone
Reason
New Case
Contact
Kelly Nielson
Owner
Jessica Sells
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317177 (current) Invoiced
Calibration • Vincent Nyathi
Created: Nov 25, 2025 • Closed: Dec 14, 2025
Completed with significant delays
Invoiced • 99 days old
🚨
Primary Delay 11.0 days stuck in "Ready to Bill"
⏱️
Total Delay 18.0 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
0.3d / 1.0d SLA
Assigned
6.4d / 0.5d SLA
Scheduled
1.8d / 2.0d SLA
On Hold
5.0d
Tech On Site
1.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
11.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11/2025 CRamen left a vm for Kelly to schedule for Friday 12/12/2025 with tech arrival between 12-2pm. 563-513-9569


12/11/2025 CRamen attempted to call but no answer and went to vm that is full. 414-319-9640


12/11/25 SBerry: POC updated, WO moved back to RFS


12/5/2025 CRamen Placing on Hold and escalating to AM


12/5/2025 CRamen left a vm for Kelly to return call to schedule 


11/26/2025 CRamen left a vm for Kelly to return call to schedule for Thursday 12/11/2025 with RByer arrival between 8-10am. 


11/25/2025 CRamen logged email requesting Thursday 12/11/2025 with an arrival window between 9-11am. Placeholder set

🔧 Work Performed
Properly reconnected NIBP hose. NIBP Function Tested: 120/80 mmHg — Passed 190/120 mmHg — Passed 80/40 mmHg — Passed Inspected and performed functional checks on two additional BP machines; both units operating as intended.
🔍 Technician Findings
Asset ID - 13282534 -NIBP hose not properly into the BP machine
⚠️ Problem Description
Inspection: Miscellaneous Calibration https://www.ebiotrack.com/inspection.php?iid=31452 connext BP machine needs calibration 01-00732094196825 spoke with Pam,

Timeline

📞
Case Linked Nov 25, 12:03 PM
Case Number: 00546703
Subject:
Status: Closed
📋
▶
2 Work Order Created Nov 25, 1:02 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 25, 3:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 37m
⚠️ 7.0 business days
🗓️
▶
4 Status: Scheduled Dec 5, 10:15 AM
Status: Scheduled → Dispatch Scheduled → Status: Entered → Status: On Hold
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-10T14:00:00.000+0000
🆕
Status: Entered by Charles Ramen
From: Scheduled
To: Entered
Duration in Previous: 1m
⏸️
Status: On Hold by Charles Ramen
From: Entered
To: On Hold
Duration in Previous: 1m
⚠️ 5.0 business days
📅
▶
3 Status: Ready for Scheduling Dec 11, 12:16 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h8Y00000HmPmCQAV, Vincent Nyathi
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
🗓️
▶
2 Status: Scheduled Dec 11, 12:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-12T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Dec 12, 3:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏳ 1.0 business days
⏱️
▶
2 3x Labor Added Dec 14, 11:23 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 8h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 17, 11:04 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 11h
🚨 11.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 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

Assigned
Duration: 6.4 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days

🔗 Related Artifacts

📞
Case 00546703
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
Vincent Nyathi
Scheduled
Dec 12, 1:00 PM
Created
Nov 25, 1:02 PM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03037490 Labor Open 1 $122.57 Dec 14, 11:23 PM
WL-03037491 Labor Open 3.75 $459.64 Dec 14, 11:23 PM
WL-03037492 Travel Open 212 - Dec 14, 11:23 PM

Details