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← WO Overview

WO-01324689 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Elizabeth — 1000 S Elmora Ave, Elizabeth NJ, 07202

Dec 10, 2025 → Dec 12, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 15, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
Created: Dec 10, 2025 Completed: Dec 12, 2025
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0 / 3
Dec 10 → Dec 10 Ready for Scheduling ▶ Running 0 0 / 3
Dec 10 → Dec 11 Assigned ▶ Running 1 1 / 3
Dec 11 → Dec 12 Scheduled ▶ Running 1 2 / 3
Dispatch 0.0d
Coordinators 4.1d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.1 days
Over SLA
Billing
12.0 days
Over SLA
Created: Dec 10, 2025 Due: Dec 12, 2025 Completed: Dec 12, 2025 (on time)
📅
3.0 days Total Age
⏱️
12.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
13.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543088
Follow up to WO-01311164
Closed
Uninstall broken EKG - pack up to send to depot Install new EKG Site should have a return shipping label onsite
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
True Bey
Owner
Virtual Tech
Created
Nov 11, 2025
Work Orders from this Case (3)
WO-01314733 Invoiced
SWAPOUT • Samuel A Klein
Created: Nov 12, 2025 • Closed: Dec 16, 2025
WO-01324689 (current) Invoiced
Virtual Tech - Field Repair • Edward Arias
Created: Dec 10, 2025 • Closed: Dec 12, 2025
WO-01326781 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Dec 16, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 12.0 days stuck in "Ready to Bill"
⏱️
Total Delay 13.7 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
0.1d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/11 KSmith -- Scheduled for tomorrow with True. 11am-1pm

12/11 KSmith -- Left VM to schedule for tomorrow. Sending email as well. (EA)

12/10 KSmith -- Sent email to schedule for Friday (EA)

🔧 Work Performed
Installed new EKG and packed old EKG for shipment,and dropped it off at UPS
🔍 Technician Findings
New EKG install needed
⚠️ Problem Description
Uninstall broken EKG - pack up to send to depot Install new EKG Site should have a return shipping label onsite https://www.ebiotrack.com/workorder.php?wo=70246

Timeline

📞
Case Linked Nov 11, 5:27 PM
Case Number: 00543088
Subject: Follow up to WO-01311164
Status: Closed
🚨 19.0 business days
📋
▶
2 Work Order Created Dec 10, 7:51 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
👷
▶
2 Status: Assigned Dec 10, 8:42 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Mohamed Shareed
⏳ 2.0 business days
👷
▶
3 Technician Assigned Dec 11, 9:48 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1d 1h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-12T17:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 4x Labor Added Dec 12, 1:41 PM
4x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Edward Arias Dec 12, 5:08 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 7h, 0m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 9:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 16h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:11 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 8h
🧾
▶
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: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00543088
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Edward Arias
Scheduled
Dec 12, 12:00 PM
Created
Dec 10, 7:51 AM
Invoice #
SM-250448

Work Details (5)

Name Type Status Qty Amount Date
WL-03035991 Labor Open 2.25 $275.78 Dec 12, 1:41 PM
WL-03035992 Labor Open 0.5 $61.29 Dec 12, 1:41 PM
WL-03035994 Travel Open 69 - Dec 12, 1:41 PM
WL-03035995 Travel Open 49 - Dec 12, 1:41 PM
WL-03036015 Labor Open 1.5 $0.00 Dec 12, 1:46 PM

Details