Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351345 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - New Britain — 179 Columbus Blvd., New Britain CT, 06051

Feb 12, 2026 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 10, 2026
✓ SLA Met (39 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: On Hold
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Feb 12, 2026 Completed: Feb 13, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0
Feb 12 → Feb 13 On Hold ▶ Running 1 1
Feb 13 → Feb 13 Assigned ▶ Running 0 1
Dispatch 0.0d
Holding 1.9d (excluded)
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
1.9 days
Billing
9.0 days
Over SLA
Created: Feb 12, 2026 Due: Apr 10, 2026 Completed: Feb 13, 2026 (56 days early)
📅
1.9 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
8.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00567616
Oak Street Health - 48 Hour - 144205: New Work Order Assigned
Closed
Work Order #144205: 7 Exam bed Inspection Misc Inspection to Perform full functional testing on Exam Beds in Rooms 1,2,35,7,9 and 11.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Steinmark
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (2)
WO-01351345 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 12, 2026 • Closed: Feb 13, 2026
WO-01351650 Invoiced
Misc. Inspection • David Cavaco
Created: Feb 13, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 20 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 8.6 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
1.9d
Closed
1.6d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2-13 Sent follow up email to POC 2-12 Called left VM with POC to start VT session on exam bed issues.
🔍 Technician Findings
Customer requesting Tech On-site to go thru all Exam beds on site and perform full functional testing.
⚠️ Problem Description
Work Order #144205 Work Order Description: Several exam room tables are not working properly. Exam rooms 1, 3, and 7 have working handheld controls but the foot pedal controls are not working. Both the handheld control and foot pedal controls in rooms 2, 5, 9, and 11 are not working. We have tried replacing the batteries and unplugging the table for 30 seconds and plugging it back in but we have been unsuccessful https://www.ebiotrack.com/workorder.php?wo=71631

Timeline

📞
Case Linked Feb 11, 4:20 PM
Case Number: 00567616
Subject: Oak Street Health - 48 Hour - 144205: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 12, 12:05 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏳ 2.0 business days
⏱️
▶
3 Labor Added Feb 13, 2:15 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 1d 2h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 17, 11:09 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 2h
🧾
▶
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

Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00567616
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 12, 12:05 PM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03105268 Labor Open 0.26666666666667 $61.29 Feb 13, 2:15 PM

Details