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WO-01278209 ↗ ServiceMax

Oak Street Health • SWAPOUT • PSM

📍 Oak Street Health - Rosedale Park, MI — 18610 Fenkell St, Detroit MI, 48223

Jun 9, 2025 → Feb 19, 2026

✅ Completed
PSM
SLA Clock
Last business day of June 2025 · Target: Jun 30, 2025
✗ SLA Missed (157 biz days late)
Active: 172 biz days
🕐 Clock stopped: Invoiced (Feb 19, 2026)
▶ Clock Running
Status: Created
Jun 9 → Jun 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jun 9 → Jun 9, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Jun 9 → Jun 10, 2025
1 business day (counted)
Running total: 1 of ? biz days used
165d
▶ Clock Running
Status: On Hold
Jun 10 → Feb 10, 2026
165 business days (counted)
Running total: 166 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 19, 2026
6 business days (counted)
Running total: 172 of ? biz days used
▶ Clock Running
Status: Closed
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 172 of ? biz days used
Created: Jun 9, 2025 Invoiced: Feb 19, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jun 9 → Jun 9 Created ▶ Running 0 0
Jun 9 → Jun 9 Awaiting Parts ⏸ Paused 0 —
Jun 9 → Jun 10 Reschedule ▶ Running 1 1
Jun 10 → Feb 10 On Hold ▶ Running 165 166
Feb 10 → Feb 19 Assigned ▶ Running 6 172
Feb 19 → Feb 19 Closed ▶ Running 0 172
Dispatch 0.0d
Material Management 0.3d
Holding 165.8d (excluded)
Coordinators 7.9d
Billing 5.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Holding (excluded from total)
165.8 days
Coordinators
7.9 days
Over SLA
Billing
5.5 days
Over SLA
Created: Jun 9, 2025 Due: Jul 11, 2025 Completed: Feb 19, 2026 (222 days late)
📅
172.8 days Total Age
⏱️
165.8d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
11.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00500127
New Voice Message from Virtual Tech HCP - E MCCONICO (313) 400-1256 on 06/09/2025 12:32 PM
Closed
Site needs new retinaview
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elisabeth Mcconico
Owner
Virtual Tech
Created
Jun 9, 2025
Work Orders from this Case (2)
WO-01278209 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jun 9, 2025 • Closed: Feb 19, 2026
WO-01278210 Invoiced
Virtual Tech • Virtual Tech
Created: Jun 9, 2025 • Closed: Jun 9, 2025
Completed with significant delays
Invoiced • 432 days old
🚨
Primary Delay 165.8 days stuck in "On Hold"
⏱️
Total Delay 11.1 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
0.3d / 3.0d SLA
Reschedule
1.5d / 2.0d SLA
On Hold
165.8d
Assigned
6.4d / 0.5d SLA
Closed
1.8d / 1.0d SLA
Ready to Bill
5.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29-RS; Sending reminder with RL attached

🔧 Work Performed
Shipping to site: Welch Allyn - RetinaVue 700 Imager Asset ID#: 13254042 SN: (21)700249200075 Shipment Tracking Number 1Z01E3E70395350624 Expected back for repair: Welch Allyn - RetinaVue 700 Imager Asset ID#: 6073450 S/N: 700010200079 RMA Tracking Number 1Z01E3E79098061830
🔍 Technician Findings
Hot Swap Requested
⚠️ Problem Description
Site needs new retinaview - site has tried a battery from a working device and unit will still not hold a charge Welch Allyn - RetinaVue 700 Imager Asset ID#: 6073450 S/N: 700010200079 https://www.ebiotrack.com/workorder.php?wo=65997
📄 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 Jun 9, 1:32 PM
Case Number: 00500127
Subject: New Voice Message from Virtual Tech HCP - E MCCONICO (313) 400-1256 on 06/09/2025 12:32 PM
Status: Closed
📋
▶
3 Work Order Created Jun 9, 1:42 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00076425
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
📦
▶
4 Parts Requested Jun 9, 3:52 PM
Parts Requested → 2x Parts Added → Status: Reschedule → Expenses Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
🔄
Status: Reschedule by Emily Wilson
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 8m
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏸️
Status: On Hold by Ryan Schwochow Jun 10, 1:36 PM
From: Reschedule
To: On Hold
Duration in Previous: 21h 43m
🚨 166.0 business days
⏱️
▶
3 2x Labor Added Feb 10, 4:01 PM
2x Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 245d 3h
⚠️ 7.0 business days
🏁
Status: Closed by Ryan Schwochow Feb 19, 12:45 PM
From: Assigned
To: Closed
Duration in Previous: 8d 20h
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:20 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
🧾
▶
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

Assigned
Duration: 6.4 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours
Ready to Bill
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00500127
Closed
📦
Parts Order 00076425
Closed
📦
Parts Order 00076443
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jun 9, 1:42 PM
Invoice #
SM-255246

Work Details (5)

Name Type Status Qty Amount Date
WL-02823622 Parts Open 1 $0.00 Jun 9, 3:52 PM
WL-02823623 Parts Open 1 $0.00 Jun 9, 3:52 PM
WL-02823624 Expenses Open 1 $11.42 Jun 9, 3:54 PM
WL-03099528 Labor Open 1 $122.57 Feb 10, 4:01 PM
WL-03099529 Expenses Open 1 $30.80 Feb 10, 4:01 PM

Details