Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01271636 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Walnut Hills, OH — 1431 Wayne Ave, Dayton OH, 45410

May 12, 2025 → May 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jul 11, 2025
✓ SLA Met (41 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (May 12, 2025)
▶ Clock Running
Status: Created
May 12 → May 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
May 12 → May 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
May 12 → May 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: May 12, 2025 Completed: May 12, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
May 12 → May 12 Created ▶ Running 0 0
May 12 → May 12 On Hold ▶ Running 0 0
May 12 → May 12 Assigned ▶ Running 0 0
Dispatch 0.0d
Holding 0.1d (excluded)
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.1 days
Billing
13.0 days
Over SLA
Created: May 12, 2025 Due: Jul 11, 2025 Completed: May 12, 2025 (60 days early)
📅
0.1 days Total Age
⏱️
13.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
13.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00492054
Oak Street Health - 48 Hour - 36735: New Work Order Assigned
Closed
Oak Street Work Order #36735 Work Order Description: Retinavue error message with Question mark on the screen staff cannot bypass
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cynthia Knight
Owner
Virtual Tech
Created
May 11, 2025
Work Orders from this Case (2)
WO-01271636 (current) Invoiced
Virtual Tech • Virtual Tech
Created: May 12, 2025 • Closed: May 12, 2025
WO-01271653 Invoiced
SWAPOUT • Ryan Schwochow
Created: May 12, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 458 days old
🚨
Primary Delay 13.0 days stuck in "Ready to Bill"
⏱️
Total Delay 13.0 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
On Hold
0.1d
Closed
2.0d / 1.0d SLA
Ready to Bill
13.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Assisted troubleshooting the RetinaVue. Will need replacement unit on-going issues with the unit. Cynthia to reach out to the Staff and have them call back to troubleshoot RetinaVue. My direct contact number provided.
🔍 Technician Findings
Discussed connectivity issues with the retina view device, which was not connecting to the internet. Eric mentioned that the device was previously working but encountered problems after a wrench icon appeared on the screen. Derek suggested that the device might need a new battery and agreed to send a replacement battery to Eric's team. The new battery will require setup by Baxter's team, as Derek's team does not have access to the network. Tasks Derek needs to send a Replacement Machine from Oak Street Depot.
⚠️ Problem Description
Oak Street Work Order #36735 Work Order Description: Retinavue error message with Question mark on the screen staff cannot bypass https://www.ebiotrack.com/workorder.php?wo=65079

Timeline

📞
Case Linked May 11, 8:25 PM
Case Number: 00492054
Subject: Oak Street Health - 48 Hour - 36735: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created May 12, 8:49 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
3 Labor Added May 12, 9:33 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 43m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton May 13, 11:37 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 13.0 business days
📨
Status: Invoice Pending by Diane Patton May 30, 5:03 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 5h
💰
Status: Invoiced by Diane Patton May 30, 5:14 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m
🚨 174.8 business days
🧾
Invoice Created Feb 12, 1:48 PM
Invoice Number: SM-230044

Bottlenecks

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00492054
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
May 12, 8:49 AM
Invoice #
SM-230044

Work Details (1)

Name Type Status Qty Amount Date
WL-02789697 Labor Open 0.53333333333333 $91.93 May 12, 9:33 AM

Details