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WO-01292662 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Berwyn, IL — 7000 W Cermak Rd, Berwyn IL, 60402

Jul 17, 2025 → Mar 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (10 biz days early)
Active: 148 biz days
Paused: 14 biz days
🕐 Clock stopped: Completed (Mar 13, 2026)
▶ Clock Running
Status: Created
Jul 17 → Jul 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jul 17 → Jul 17, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Jul 17 → Jul 23, 2025
4 business days (counted)
Running total: 4 of ? biz days used
144d
▶ Clock Running
Status: On Hold
Jul 23 → Feb 23, 2026
144 business days (counted)
Running total: 148 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 23 → Mar 13, 2026
14 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 148 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 148 of ? biz days used
Created: Jul 17, 2025 Completed: Mar 13, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jul 17 → Jul 17 Created ▶ Running 0 0
Jul 17 → Jul 17 Awaiting Parts ⏸ Paused 0 —
Jul 17 → Jul 23 Reschedule ▶ Running 4 4
Jul 23 → Feb 23 On Hold ▶ Running 144 148
Feb 23 → Mar 13 Awaiting Parts ⏸ Paused 14 —
Mar 13 → Mar 13 Reschedule ▶ Running 0 148
Mar 13 → Mar 13 Assigned ▶ Running 0 148
Dispatch 0.0d
Material Management 15.1d
Holding 144.6d (excluded)
Coordinators 5.4d
Billing 11.3d
✓ SLA Met
Dispatch
0.0 days
Material Management
15.1 days
Over SLA
Holding (excluded from total)
144.6 days
Coordinators
5.4 days
Over SLA
Billing
11.3 days
Over SLA
Created: Jul 17, 2025 Due: Mar 27, 2026 Completed: Mar 13, 2026 (14 days early)
📅
162.6 days Total Age
⏱️
144.6d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
26.3d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00511394
Need Quote
Closed
Follow-up to WO-01273893 Model: Welch Allyn, Inc. - 7670-01 Notes: FAILS CAL. CHECK. 64.8 mmHg RECORDED WHEN COMING FROM HIGHER PRESSURES. Out of tolerance. Request new device be sent from depot to replace this.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lisette Herrera
Owner
Virtual Tech
Created
Jul 17, 2025
Work Orders from this Case (1)
WO-01292662 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jul 17, 2025 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 394 days old
🚨
Primary Delay 144.6 days stuck in "On Hold"
⏱️
Total Delay 26.3 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
15.1d / 3.0d SLA
Reschedule
5.4d / 2.0d SLA
On Hold
144.6d
Assigned
0.0d / 0.5d SLA
Closed
2.5d / 1.0d SLA
Ready to Bill
11.2d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23-RS; Hotswap sent nothing returned - ordering replacement for hotswap pool -

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 sent to site: Asset ID#: 13210573 S/N: 200715160645 Shipment Tracking Number: 1Z01E3E70399632750 DELIVERED: 7/21/2025 RMA Tracking Number: 1Z01E3E79091722156 Shipper created a label, UPS has not received the package yet. ____ Archived: Welch Allyn, Inc. - 7670-01 Asset ID#: 6004579 S/N: 151119170575 No hot swap device returned - Replaced Hot swap with NEW Hillrom - 7670-01S Asset ID: 13367714 Serial #: 260204073130 Unit is now ready for hot swaps service completed
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Follow-up to WO-01273893 Model: Welch Allyn, Inc. - 7670-01 Asset ID#: 6004579 S/N: 151119170575 Notes: FAILS CAL. CHECK. 64.8 mmHg RECORDED WHEN COMING FROM HIGHER PRESSURES. Out of tolerance. Request new device be sent from depot to replace this. https://www.ebiotrack.com/workorder.php?wo=67883
📄 Description
SPHYG, ANEROID WALL GAUGE W/AD LT CUFF WA 7670-01 Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Jul 17, 11:47 AM
Case Number: 00511394
Subject: Need Quote
Status: Closed
📋
▶
3 Work Order Created Jul 17, 2:59 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00078500
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
📦
▶
3 Parts Requested Jul 17, 3:50 PM
Parts Requested → 3x Parts Added → Status: Reschedule
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🔄
Status: Reschedule by Emily Wilson
From: Awaiting Parts
To: Reschedule
Duration in Previous: 49m
⚠️ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jul 23, 3:04 PM
From: Reschedule
To: On Hold
Duration in Previous: 5d 23h
🚨 145.0 business days
📦
▶
2 Parts Requested Feb 23, 10:08 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 214d 20h
🚨 15.0 business days
🔩
▶
2 2x Parts Added Mar 13, 8:46 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 17d 21h
🔩
▶
3 5x Parts Added Mar 13, 3:31 PM
5x Parts Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: Reschedule
To: Assigned
Duration in Previous: 6h 44m
🔩
▶
2 Parts Added Mar 13, 3:37 PM
Parts Added → Status: Completed
✔️
Status: Completed by Ryan Schwochow
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 6m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 17, 6:08 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 2h
🚨 11.7 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 23h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Reschedule
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Awaiting Parts
Duration: 15.0 business days (threshold: 3.0 business days)
Exceeded by 12.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 11.2 business days (threshold: 1.0 business days)
Exceeded by 10.2 business days

🔗 Related Artifacts

📞
Case 00511394
Closed
📦
Parts Order 00078500
Closed
📦
Parts Order 00078508
Canceled
📦
Parts Order 00090878
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jul 17, 2:59 PM
Invoice #
SM-258111

Work Details (11)

Name Type Status Qty Amount Date
WL-02869282 Parts Open 1 $0.00 Jul 17, 3:50 PM
WL-02869283 Parts Open 1 $0.00 Jul 17, 3:50 PM
WL-02869284 Expenses Open 1 $11.54 Jul 17, 3:51 PM
WL-03142882 Parts Open 1 $368.47 Mar 13, 8:46 AM
WL-03142883 Expenses Open 1 $23.87 Mar 13, 8:46 AM
WL-03143638 Parts Open 1 $72.90 Mar 13, 3:31 PM
WL-03143639 Parts Open 1 $68.51 Mar 13, 3:31 PM
WL-03143640 Parts Open 1 $43.48 Mar 13, 3:31 PM
WL-03143641 Labor Open 1 $122.57 Mar 13, 3:31 PM
WL-03143642 Labor Open 1 $122.57 Mar 13, 3:31 PM
WL-03143657 Parts Open 1 $1.27 Mar 13, 3:37 PM

Details