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WO-01271653 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

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

May 12, 2025 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jun 30, 2025
✗ SLA Missed (152 biz days late)
Active: 185 biz days
🕐 Clock stopped: Invoiced (Feb 10, 2026)
▶ Clock Running
Status: Created
May 12 → May 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
May 12 → May 12, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
May 12 → May 22, 2025
8 business days (counted)
Running total: 8 of ? biz days used
177d
▶ Clock Running
Status: On Hold
May 22 → Feb 10, 2026
177 business days (counted)
Running total: 185 of ? biz days used
Created: May 12, 2025 Invoiced: Feb 10, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
May 12 → May 12 Created ▶ Running 0 0
May 12 → May 12 Awaiting Parts ⏸ Paused 0 —
May 12 → May 22 Reschedule ▶ Running 8 8
May 22 → Feb 10 On Hold ▶ Running 177 185
Dispatch 0.0d
Material Management 0.7d
Holding 177.6d (excluded)
Coordinators 8.6d
Billing 11.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.7 days
Holding (excluded from total)
177.6 days
Coordinators
8.6 days
Over SLA
Billing
11.6 days
Over SLA
Created: May 12, 2025 Due: Jun 30, 2025 Completed: Feb 10, 2026 (224 days late)
📅
186.0 days Total Age
⏱️
177.6d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
17.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
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 Invoiced
Virtual Tech • Virtual Tech
Created: May 12, 2025 • Closed: May 12, 2025
WO-01271653 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: May 12, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 458 days old
🚨
Primary Delay 177.6 days stuck in "On Hold"
⏱️
Total Delay 17.6 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
Awaiting Parts
0.7d / 3.0d SLA
Reschedule
8.6d / 2.0d SLA
On Hold
177.6d
Closed
1.4d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29-RS: Sending reminder with RL attached

5/22-RS; Sending reminder - e2a

🔧 Work Performed
Shipping to Site: Welch Allyn - Retinavue 700 imager Asset ID#: 13127473 S/N: (21)700035190047 Shipment Tracking Number: 1z01e3e70391931638 Delivered On: Tuesday, May 13 at 1:12 P.M. at Front Desk Delivered To: DAYTON, OH US Received By: DANAY Expected back for repair: Welch Allyn - Retinavue 700 imager Asset ID#: 13164994 S/N: 700201220194 RMA Tracking Number: 1z01e3e79096047850 - no movement ___ hot swap sent - no device returned Both units still active and crecently registered with the retinavue network for OSH - reassigning device and closing for time spent
🔍 Technician Findings
Hot swap was sent to site
⚠️ Problem Description
Retinavue error message with Question mark on the screen staff cannot bypass Welch Allyn - Retinavue 700 imager Asset ID#: 13164994 S/N: 700201220194 https://www.ebiotrack.com/workorder.php?wo=65079
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
Case Linked May 11, 8:25 PM
Case Number: 00492054
Subject: Oak Street Health - 48 Hour - 36735: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created May 12, 9:35 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00074934
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added May 12, 3:32 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Emily Wilson
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5h 54m
💵
Expenses Added May 13, 8:19 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 8.0 business days
⏸️
Status: On Hold by Ryan Schwochow May 22, 3:28 PM
From: Reschedule
To: On Hold
Duration in Previous: 9d 23h
🚨 178.0 business days
⏱️
▶
3 Labor Added Feb 10, 3:48 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 264d 1h, 0m
📄
Status: Ready to Bill by Diane Patton Feb 11, 2:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 11m
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
🧾
▶
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

Reschedule
Duration: 8.6 business days (threshold: 2.0 business days)
Exceeded by 6.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00492054
Closed
📦
Parts Order 00074934
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
May 12, 9:35 AM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-02790277 Parts Open 1 $0.00 May 12, 3:32 PM
WL-02790282 Expenses Open 1 $11.34 May 12, 3:32 PM
WL-02791083 Expenses Open 1 $11.34 May 13, 8:19 AM
WL-03099495 Labor Open 1 $122.57 Feb 10, 3:48 PM

Details