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WO-01318650 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Far Rockaway — 1048 Beach 20th Street, Far Rockaway NY, 11691

Dec 4, 2025 → Feb 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✓ SLA Met (2 biz days early)
Active: 2 biz days
Paused: 39 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸39d
⏸ Clock Paused
Status: Awaiting Parts
Dec 4 → Feb 2, 2026
39 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 2 → Feb 4, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Completed
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Dec 4, 2025 Completed: Feb 4, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0
Dec 4 → Feb 2 Awaiting Parts ⏸ Paused 39 —
Feb 2 → Feb 4 L2 Review ▶ Running 2 2
Feb 4 → Feb 4 Entered ▶ Running 0 2
Feb 4 → Feb 4 Completed ▶ Running 0 2
Feb 4 → Feb 4 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 40.0d
Field Work 0.0d
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
40.0 days
Over SLA
Field Work
0.0 days
Billing
16.0 days
Over SLA
Created: Dec 4, 2025 Due: Feb 6, 2026 Completed: Feb 4, 2026 (2 days early)
📅
42.0 days Total Age
⏱️
40.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
53.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00548440
eBiotrack - New Work Order Request - Inspection Repair
Closed
Oak Street Health - Far Rockaway Site: Oak Street Health - Far Rockaway Customer: Oak Street Health Customer #: 256 1048 Beach 20th Street Far Rockaway, NY 11691-3900 Inspection #: 30526 Asset ID: 221021885 Model: McKesson - MBP Notes: Beyond economical repair Recommend remove from service.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Diane Roth
Owner
Virtual Tech
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318650 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 4, 2025 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 90 days old
🚨
Primary Delay 40.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 53.0 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
Awaiting Parts
40.0d / 3.0d SLA
L2 Review
2.5d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
VT Drop shipment of part needed.
🔍 Technician Findings
VT Drop shipment of part needed.
⚠️ Problem Description
Oak Street Health - Far Rockaway Site: Oak Street Health - Far Rockaway Customer: Oak Street Health Customer #: 256 1048 Beach 20th Street Far Rockaway, NY 11691-3900 Inspection #: 30526 Asset ID: 221021885 Model: McKesson - MBP Notes: Beyond economical repair Recommend remove from service. https://www.ebiotrack.com/workorder.php?wo=70108

Timeline

📞
Case Linked Dec 3, 11:29 AM
Case Number: 00548440
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Dec 4, 8:03 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086207
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 40.0 business days
🔩
▶
2 2x Parts Added Feb 2, 2:56 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 60d 6h
⏳ 3.0 business days
🆕
▶
4 Status: Entered Feb 4, 10:19 AM
Status: Entered → Labor Added → Status: Assigned → Technician Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
👷
Status: Assigned by Derek Reynolds
From: Completed, Assigned
To: Assigned, Completed, Closed
Duration in Previous: 0m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 5, 11:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 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: 40.0 business days (threshold: 3.0 business days)
Exceeded by 37.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00548440
Closed
📦
Parts Order 00086207
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 4, 8:03 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03088243 Parts Open 1 $77.30 Feb 2, 2:56 PM
WL-03088244 Expenses Open 1 $22.53 Feb 2, 2:56 PM
WL-03091004 Labor Open 0.25 $30.64 Feb 4, 10:20 AM

Details