Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327341 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Soundview — 1555 Westchester Ave, Bronx NY, 10472

Dec 19, 2025 → Dec 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 20, 2026
✓ SLA Met (40 biz days early)
Active: 1 biz days
🕐 Clock stopped: Invoiced (Dec 22, 2025)
▶ Clock Running
Status: Created
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: On Hold
Dec 19 → Dec 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
Created: Dec 19, 2025 Invoiced: Dec 22, 2025
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 19 Created ▶ Running 0 0
Dec 19 → Dec 22 On Hold ▶ Running 1 1
Dispatch 0.0d
Holding 2.0d (excluded)
Billing 7.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
2.0 days
Billing
7.0 days
Over SLA
Created: Dec 19, 2025 Due: Feb 20, 2026 Completed: Dec 22, 2025 (60 days early)
📅
2.0 days Total Age
⏱️
7.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
6.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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🎫
Case #00541557
Oak Street Health - 24 Hour - 113185: New Work Order Assigned
Closed
Work Order #113185 Work Order Description: Lab freezer temperature is off. Way to high. No ice in it. The rubber off the door is also not sticking back to close it correctly. Not suitable to be used and we have a lot of labs scheduled today.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chitova Whetstone
Owner
Virtual Tech
Created
Nov 6, 2025
Work Orders from this Case (3)
WO-01313426 Invoiced
Virtual Tech - Field Repair • Mohamed Shareed
Created: Nov 6, 2025 • Closed: Dec 18, 2025
WO-01327341 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Dec 19, 2025 • Closed: Dec 22, 2025
WO-01352630 On Hold
Virtual Tech
Created: Feb 18, 2026
Completed with minor delays
Invoiced • 75 days old
🚨
Primary Delay 7.0 days stuck in "Ready to Bill"
⏱️
Total Delay 6.8 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
On Hold
2.0d
Closed
1.8d / 1.0d SLA
Ready to Bill
7.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-19 DSR Close WO on 12-23.

🔧 Work Performed
Scheduled removal of Freezer as per MM Team.
🔍 Technician Findings
Confirmation Number: 849161
⚠️ Problem Description
Oak Street Work Order #113185- Damaged Freezer Dispossal Work Order Description: Lab freezer Damaged during shipping MM request removal. https://www.ebiotrack.com/workorder.php?wo=70469

Timeline

📞
Case Linked Nov 6, 8:15 AM
Case Number: 00541557
Subject: Oak Street Health - 24 Hour - 113185: New Work Order Assigned
Status: Closed
🚨 29.0 business days
📋
▶
2 Work Order Created Dec 19, 8:14 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
2x Labor Added Dec 19, 8:24 AM
Type: Labor, Expenses
Status: Open
Qty: 0.38333333333333, 1
⏳ 2.0 business days
✔️
▶
2 Status: Completed Dec 22, 12:33 PM
Status: Completed → Technician Assigned
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
📄
Status: Ready to Bill by Diane Patton Dec 23, 10:38 AM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 4m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:11 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 7h
💰
▶
2 Status: Invoiced Jan 2, 6:30 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250448

Bottlenecks

Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Ready to Bill
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00541557
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 19, 8:14 AM
Invoice #
SM-250448

Work Details (2)

Name Type Status Qty Amount Date
WL-03042973 Labor Open 0.38333333333333 $61.29 Dec 19, 8:24 AM
WL-03042974 Expenses Open 1 $174.91 Dec 19, 8:24 AM

Details