Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01291978 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

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

Jul 15, 2025 → Feb 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 19, 2025
✗ SLA Missed (103 biz days late)
Active: 150 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
▶ Clock Running
Status: Created
Jul 15 → Jul 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jul 15 → Jul 15, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Jul 15 → Jul 23, 2025
6 business days (counted)
Running total: 6 of ? biz days used
144d
▶ Clock Running
Status: On Hold
Jul 23 → Feb 23, 2026
144 business days (counted)
Running total: 150 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 150 of ? biz days used
Created: Jul 15, 2025 Completed: Feb 23, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 15 → Jul 15 Created ▶ Running 0 0
Jul 15 → Jul 15 Awaiting Parts ⏸ Paused 0 —
Jul 15 → Jul 23 Reschedule ▶ Running 6 6
Jul 23 → Feb 23 On Hold ▶ Running 144 150
Feb 23 → Feb 23 Assigned ▶ Running 0 150
Dispatch 0.0d
Material Management 0.6d
Holding 144.6d (excluded)
Coordinators 6.6d
Billing 3.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.6 days
Holding (excluded from total)
144.6 days
Coordinators
6.6 days
Over SLA
Billing
3.7 days
Over SLA
Created: Jul 15, 2025 Due: Sep 19, 2025 Completed: Feb 23, 2026 (156 days late)
📅
151.0 days Total Age
⏱️
144.6d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
8.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00510322
No Quote Needed
Closed
Follow-up to WO-01275644 Model: NDD Medical Tech - EasyOne Air Notes: FAILS FOR TAPE ON BATTERY DOOR AND SIGNIFICANT CRACKING OF EXTERNAL CASE. RECOMMEND CUSTOMER RECEIVE NEW SPIROMETER. Noticeable physical damage on device
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cassie Battle
Owner
Virtual Tech
Created
Jul 14, 2025
Work Orders from this Case (1)
WO-01291978 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jul 15, 2025 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 396 days old
🚨
Primary Delay 144.6 days stuck in "On Hold"
⏱️
Total Delay 8.3 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
0.6d / 3.0d SLA
Reschedule
6.6d / 2.0d SLA
On Hold
144.6d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
3.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29-RS; Sending reminder with RL attached

7/23-RS; On-Hold awaiting equipment - sending e2a reminder with RL attached

🔧 Work Performed
Hot Swap unit sent to site: NDD Medical Tech - EasyOne Air Asset ID: 13254040 Serial #: 1164226 Shipment Tracking Number: 1Z01E3E70390934646 DELIVERED: 7/17/2025 RMA Tracking Number: 1Z01E3E79097808035
🔍 Technician Findings
hot swap Device sent to site
⚠️ Problem Description
Follow-up to WO-01275644 Model: NDD Medical Tech - EasyOne Air Notes: FAILS FOR TAPE ON BATTERY DOOR AND SIGNIFICANT CRACKING OF EXTERNAL CASE. RECOMMEND CUSTOMER RECEIVE NEW SPIROMETER. Noticeable physical damage on device Asset ID: 12991222 Serial #: 1158376 https://www.ebiotrack.com/workorder.php?wo=67882
📄 Description
Spirometer System EasyOne Air Diagnostic Spirometer, Cradle, (4) McKesson LUMEON™ EasyOne Flow Tubes, Battery, USB Bluetooth Adapter, USB Flash Drive, (2) USB Cable (Type A and Type B), Nose Clip, Power Supply) Oak Street Health Consigned Inventory

Timeline

📞
Case Linked Jul 14, 3:10 PM
Case Number: 00510322
Subject: No Quote Needed
Status: Closed
📋
▶
3 Work Order Created Jul 15, 10:41 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00078320
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
📦
▶
4 Parts Requested Jul 15, 3:28 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: 4h 46m
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jul 23, 2:56 PM
From: Reschedule
To: On Hold
Duration in Previous: 7d 23h
🚨 145.0 business days
⏱️
▶
4 2x Labor Added Feb 23, 10:04 AM
2x Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 214d 20h
✔️
Status: Completed by Ryan Schwochow
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 24, 1:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⏳ 4.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 0h
🧾
▶
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: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00510322
Closed
📦
Parts Order 00078320
Closed
📦
Parts Order 00078358
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jul 15, 10:41 AM
Invoice #
SM-255246

Work Details (5)

Name Type Status Qty Amount Date
WL-02866155 Parts Open 1 $0.00 Jul 15, 3:28 PM
WL-02866156 Parts Open 1 $0.00 Jul 15, 3:28 PM
WL-02866170 Expenses Open 1 $11.55 Jul 15, 3:29 PM
WL-03115957 Labor Open 1 $122.57 Feb 23, 10:04 AM
WL-03115958 Expenses Open 1 $31.41 Feb 23, 10:04 AM

Details