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← WO Overview

WO-01296095 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Northshore — 1244 Uvalde Road, Houston TX, 77015

Aug 6, 2025 → Mar 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 5, 2025
✗ SLA Missed (131 biz days late)
Active: 152 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Mar 20, 2026)
▶ Clock Running
Status: Created
Aug 6 → Aug 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 6 → Aug 7, 2025
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Aug 7 → Aug 20, 2025
9 business days (counted)
Running total: 9 of ? biz days used
143d
▶ Clock Running
Status: On Hold
Aug 20 → Mar 20, 2026
143 business days (counted)
Running total: 152 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 152 of ? biz days used
Created: Aug 6, 2025 Completed: Mar 20, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 6 → Aug 6 Created ▶ Running 0 0
Aug 6 → Aug 7 Awaiting Parts ⏸ Paused 1 —
Aug 7 → Aug 20 Reschedule ▶ Running 9 9
Aug 20 → Mar 20 On Hold ▶ Running 143 152
Mar 20 → Mar 20 Assigned ▶ Running 0 152
Dispatch 0.0d
Material Management 2.0d
Holding 143.5d (excluded)
Coordinators 10.0d
Billing 7.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Holding (excluded from total)
143.5 days
Coordinators
10.0 days
Over SLA
Billing
7.7 days
Over SLA
Created: Aug 6, 2025 Due: Sep 5, 2025 Completed: Mar 20, 2026 (195 days late)
📅
154.0 days Total Age
⏱️
143.5d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
15.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00516595
Oak Street Health - 48 Hour - 72927: New Work Order Assigned
Closed
Work Order #72927 Work Order Description: A1C is not longer working F
Priority
Standard
Origin
Email
Reason
New Case
Contact
John McLaughlin
Owner
Virtual Tech
Created
Aug 5, 2025
Work Orders from this Case (2)
WO-01296003 Invoiced
Virtual Tech • Virtual Tech
Created: Aug 6, 2025 • Closed: Aug 11, 2025
WO-01296095 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Aug 6, 2025 • Closed: Mar 20, 2026
Completed with significant delays
Invoiced • 374 days old
🚨
Primary Delay 143.5 days stuck in "On Hold"
⏱️
Total Delay 15.3 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
2.0d / 3.0d SLA
Reschedule
10.0d / 2.0d SLA
On Hold
143.5d
Assigned
0.0d / 0.5d SLA
Closed
1.6d / 1.0d SLA
Ready to Bill
7.6d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

10/29-RS; Sending reminder with RL attached

8/20-RS; Sending e2a with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping hot swap to site: Abbott Laboratories Afinion 2 Analyzer, Blood Asset ID#: 13254071 SN: AF20059004 Shipment Tracking Number: 1Z01E3E70396685655 - Delivered - 08/12/2025 Expected back for repair: Abbott Laboratories Afinion 2 Analyzer, Blood Asset ID#: 5000591 S/N: AF20035650 RMA Tracking Number: 1Z01E3E79094046800 - Shipper created a label, UPS has not received the package yet. ___ This center is now closed and all items have been removed. While an A1C machine was transferred to another location, the serial number does not align with the recorded swap. Please close this ticket to reflect the updated status.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
A1C is not longer working Abbott Laboratories Afinion 2 Analyzer, Blood Asset ID#: 5000591 S/N: AF20035650 https://www.ebiotrack.com/workorder.php?wo=67893
📄 Description
ANALYZER, AFINION 2 CLIA WAVIED D/S Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Aug 5, 4:25 PM
Case Number: 00516595
Subject: Oak Street Health - 48 Hour - 72927: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Aug 6, 11:19 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00079441
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
📦
▶
3 Parts Requested Aug 7, 9:42 AM
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: 22h 21m
🚨 10.0 business days
⏸️
Status: On Hold by Ryan Schwochow Aug 20, 3:40 PM
From: Reschedule
To: On Hold
Duration in Previous: 13d 5h
🚨 144.0 business days
⏱️
▶
4 2x Labor Added Mar 20, 2:58 PM
2x Labor Added → Status: Assigned → Technician Assigned → Status: Completed
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 211d 23h
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
✔️
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 Mar 23, 2:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 23h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 9d 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

Reschedule
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Ready to Bill
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00516595
Closed
📦
Parts Order 00079441
Closed
📦
Parts Order 00079567
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Aug 6, 11:19 AM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-02893658 Parts Open 1 $0.00 Aug 7, 9:42 AM
WL-02893659 Parts Open 1 $0.00 Aug 7, 9:42 AM
WL-02893661 Expenses Open 1 $11.79 Aug 7, 9:42 AM
WL-03153284 Labor Open 1 $122.57 Mar 20, 2:58 PM
WL-03153285 Expenses Open 1 $30.80 Mar 20, 2:58 PM

Details