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WO-01337834 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Avalon Park — 1715 E 95th St, Chicago IL, 60617

Jan 14, 2026 → Jan 21, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 20, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Jan 14, 2026 Completed: Jan 21, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0 / 3
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 0 / 3
Jan 14 → Jan 15 Assigned ▶ Running 1 1 / 3
Jan 15 → Jan 21 Scheduled ▶ Running 3 4 / 3
Jan 21 → Jan 21 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 5.6d
Field Work 0.1d
Billing 8.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.6 days
Over SLA
Field Work
0.1 days
Billing
8.7 days
Over SLA
Created: Jan 14, 2026 Due: Jan 19, 2026 Completed: Jan 21, 2026 (1 days late)
📅
4.6 days Total Age
⏱️
7.5d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
9.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559036
Oak Street Health - 48 Hour - 138001: New Work Order Assigned
Closed
Work Order #138001 Area: Exam Room - 12 otoscope repair - parts are onsite
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chantevia Wilson
Owner
Virtual Tech
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01337834 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Jan 14, 2026 • Closed: Jan 21, 2026
Completed with minor delays
Invoiced • 49 days old
🚨
Primary Delay 7.5 days stuck in "Ready to Bill"
⏱️
Total Delay 9.7 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
0.4d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
7.5d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/15 KKelch scheduled per logged email from Chantevia

1/15 KKelch called Chantevia to schedule for 1/21 between 12 and 2 pm. Call went to VM, line went dead, sent email.

🔧 Work Performed
Replaced heads and tested. Helped customer locate part number for missing power cable on other system.
🔍 Technician Findings
Otoscope missing heads
⚠️ Problem Description
Work Order #138001 Area: Exam Room - 12 otoscope repair - parts are onsite https://www.ebiotrack.com/workorder.php?wo=70913

Timeline

📞
Case Linked Jan 14, 1:43 PM
Case Number: 00559036
Subject: Oak Street Health - 48 Hour - 138001: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 14, 1:49 PM
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 Technician Assigned Jan 14, 5:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 19m
🗓️
▶
2 Status: Scheduled Jan 15, 10:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-21T18:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Tyler Bollman Jan 21, 1:41 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
▶
3 3x Labor Added Jan 21, 2:44 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Tyler Bollman
From: Tech On Site
To: Completed
Duration in Previous: 1h 4m
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 22, 3:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 1h
💰
Status: Invoiced by Diane Patton Feb 3, 2:24 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m
🚨 10.0 business days
🧾
Invoice Created Feb 17, 8:34 AM
Invoice Number: SM-252835

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.8 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Ready to Bill
Duration: 7.5 business days (threshold: 1.0 business days)
Exceeded by 6.5 business days

🔗 Related Artifacts

📞
Case 00559036
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Tyler Bollman
Scheduled
Jan 21, 1:00 PM
Created
Jan 14, 1:49 PM
Invoice #
SM-252835

Work Details (3)

Name Type Status Qty Amount Date
WL-03073576 Labor Open 2 $245.14 Jan 21, 2:44 PM
WL-03073577 Labor Open 1 $122.57 Jan 21, 2:44 PM
WL-03073578 Travel Open 65 - Jan 21, 2:44 PM

Details