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← WO Overview

WO-01292961 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Norristown — 703 Dekalb St, Norristown PA, 19401

Jul 21, 2025 → Mar 19, 2026

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (155 biz days late)
Active: 164 biz days
🕐 Clock stopped: Completed (Mar 19, 2026)
▶ Clock Running
Status: Created
Jul 21 → Jul 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 21 → Aug 8, 2025
14 business days (counted)
Running total: 14 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Aug 8 → Oct 1, 2025
37 business days (counted)
Running total: 51 of ? biz days used
18d
▶ Clock Running
Status: On Hold
Oct 1 → Oct 28, 2025
18 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Oct 29, 2025
1 business day (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Nov 10, 2025
8 business days (counted)
Running total: 78 of ? biz days used
64d
▶ Clock Running
Status: On Hold
Nov 10 → Feb 17, 2026
64 business days (counted)
Running total: 142 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 143 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Mar 5, 2026
11 business days (counted)
Running total: 154 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 5 → Mar 19, 2026
10 business days (counted)
Running total: 164 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 164 of ? biz days used
Created: Jul 21, 2025 Completed: Mar 19, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jul 21 → Jul 21 Created ▶ Running 0 0
Jul 21 → Aug 8 Ready for Scheduling ▶ Running 14 14
Aug 8 → Oct 1 Assigned ▶ Running 37 51
Oct 1 → Oct 28 On Hold ▶ Running 18 69
Oct 28 → Oct 29 Ready for Scheduling ▶ Running 1 70
Oct 29 → Nov 10 Assigned ▶ Running 8 78
Nov 10 → Feb 17 On Hold ▶ Running 64 142
Feb 17 → Feb 18 Ready for Scheduling ▶ Running 1 143
Feb 18 → Mar 5 Assigned ▶ Running 11 154
Mar 5 → Mar 19 Scheduled ▶ Running 10 164
Mar 19 → Mar 19 Tech On Site ▶ Running 0 164
Dispatch 0.0d
Holding 83.8d (excluded)
Coordinators 87.7d
Field Work 0.8d
Billing 8.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
83.8 days
Coordinators
87.7 days
Over SLA
Field Work
0.8 days
Billing
8.7 days
Over SLA
Created: Jul 21, 2025 Due: Mar 31, 2026 Completed: Mar 19, 2026 (12 days early)
📅
165.0 days Total Age
⏱️
64.8d in On Hold Longest Stage
🔄
15 transitions Status Changes
⚠️
89.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00511942
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 68 pcs https://www.ebiotrack.com/inspection.php?iid=28831
Priority
Standard
Origin
Email
Reason
New Case
Contact
Oscar Gonzalez
Owner
Jessica Sells
Created
Jul 19, 2025
Work Orders from this Case (1)
WO-01292961 (current) Invoiced
Inspection • Philip Krogstad
Created: Jul 21, 2025 • Closed: Mar 19, 2026
Completed with significant delays
Invoiced • 390 days old
🚨
Primary Delay 64.8 days stuck in "On Hold"
⏱️
Total Delay 89.2 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
Ready for Scheduling
18.0d / 1.0d SLA
Assigned
59.0d / 0.5d SLA
On Hold
83.8d
Scheduled
10.7d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
8.7d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/5 MOwens Kristen replied back and said that any day will work during March. Replied back to schedule the visit for 3/19 with arrival between 9-10am.

3/5 MOwens Called to speak to Kristen Vieson but this number is not correct for her. Sent a FU email to her.


2/18 MOwens Sent email to Kristen Vieson about a good date to schedule the inspection visit.

2/17/26 SBerry: POC updated. WO moved to RFS

11/10/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


11/10/2025 LHill-sent email to Oscar Gonzales trying to schedule tech visit.


11/10/2025 LHill-LM at 267-432-5871 for Oscar Gonzalez to schedule tech visit. (Was going to offer 11/20 with tech arrival between 8-10.)


11/7 MOwens Called and left a vm for Oscar to call back to schedule the inspection visit.

10/31 MOwens Sent an email to Oscar about good dates to schedule the inspection visit during November.

10/29 MOwens Called to speak to Oscar Gonzalez. Left vm for him to call back to schedule the inspection visit.

10/28 SBerry: Account POC confirmed POC, requested we attempt contact again. WO moved to RFS

10/1 MOwens Sent chatter to SBerry about no response from current POC at this location.

9/25 MOwens Sent an email to info@oakstreethealth.com to make contact with Paige.

9/22 MOwens Called to speak to Paige. Could not leave a vm for her to call back.

9/22 MOwens Called to speak to Oscar. He no longer works at this location. Paige is interm POC 610-472-7690


8/27 MOwens Sent email to Oscar to schedule the inspection during Sept.

🔧 Work Performed
Perform annual equipment inspection (76 pcs). Work with staff to find all equipment.
🔍 Technician Findings
Perform annual equipment inspection.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 68 pcs https://www.ebiotrack.com/inspection.php?iid=28831

Timeline

📞
Case Linked Jul 19, 7:00 AM
Case Number: 00511942
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Jul 21, 10:07 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 15.0 business days
👷
▶
2 Technician Assigned Aug 8, 11:31 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18d 1h
🚨 14.0 business days
👷
Technician Assigned by Melissa Owens Aug 27, 4:10 PM
Technician: Brian Pawaroo
🚨 17.0 business days
👷
Technician Assigned by Melissa Owens Sep 19, 8:58 AM
Technician: Philip Krogstad
⚠️ 9.0 business days
⏸️
Status: On Hold by Melissa Owens Oct 1, 9:55 AM
From: Assigned
To: On Hold
Duration in Previous: 53d 22h
🚨 19.0 business days
📅
Status: Ready for Scheduling by Scott Berry Oct 28, 3:23 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 27d 5h
👷
▶
2 Technician Assigned Oct 29, 10:24 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 0m
⚠️ 9.0 business days
⏸️
Status: On Hold by Laura Hill Nov 10, 12:31 PM
From: Assigned
To: On Hold
Duration in Previous: 12d 3h
🚨 65.0 business days
📅
Status: Ready for Scheduling by Scott Berry Feb 17, 3:38 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 99d 3h
👷
▶
2 Technician Assigned Feb 18, 9:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 38m
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Mar 5, 1:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-19T13:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Melissa Owens Mar 16, 4:04 PM
Scheduled For: 2026-03-19T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Philip Krogstad Mar 19, 10:49 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 20h
⏱️
▶
2 3x Labor Added Mar 19, 2:56 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Philip Krogstad
From: Tech On Site
To: Completed
Duration in Previous: 4h 9m
⏱️
2x Labor Added Mar 19, 4:52 PM
Type: Labor, Travel
Status: Open
Qty: 2, 51
🏁
Status: Closed by Philip Krogstad Mar 19, 5:00 PM
From: Completed
To: Closed
Duration in Previous: 2h 1m
📄
Status: Ready to Bill by Diane Patton Mar 20, 2:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 45m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 2h
🧾
▶
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

Ready for Scheduling
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Assigned
Duration: 38.0 business days (threshold: 4.0 business hours)
Exceeded by 37.5 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Assigned
Duration: 12.0 business days (threshold: 4.0 business hours)
Exceeded by 11.5 business days
Scheduled
Duration: 10.7 business days (threshold: 2.0 business days)
Exceeded by 8.7 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Ready to Bill
Duration: 8.7 business days (threshold: 1.0 business days)
Exceeded by 7.7 business days

🔗 Related Artifacts

📞
Case 00511942
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Philip Krogstad
Scheduled
Mar 19, 10:00 AM
Created
Jul 21, 10:07 AM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-03151620 Labor Open 0.5 $0.00 Mar 19, 2:56 PM
WL-03151621 Labor Open 4.25 $2,080.00 Mar 19, 2:56 PM
WL-03151622 Travel Open 14 - Mar 19, 2:56 PM
WL-03151883 Labor Open 2 $0.00 Mar 19, 4:52 PM
WL-03151884 Travel Open 51 - Mar 19, 4:52 PM

Details