Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01296217 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Madison St, IL — 3433 W Madison, Chicago IL, 60624

Aug 6, 2025 → Feb 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 18, 2025
✗ SLA Missed (127 biz days late)
Active: 135 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 25, 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 13, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 13 → Aug 13, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 13 → Aug 13, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 13 → Aug 18, 2025
3 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 18 → Aug 20, 2025
2 business days (counted)
Running total: 9 of ? biz days used
126d
▶ Clock Running
Status: On Hold
Aug 20 → Feb 25, 2026
126 business days (counted)
Running total: 135 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 135 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 135 of ? biz days used
Created: Aug 6, 2025 Completed: Feb 25, 2026
Show SLA Clock Detail (10 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 13 Reschedule ▶ Running 4 4
Aug 13 → Aug 13 Assigned ▶ Running 0 4
Aug 13 → Aug 13 Scheduled ▶ Running 0 4
Aug 13 → Aug 18 Assigned ▶ Running 3 7
Aug 18 → Aug 20 Reschedule ▶ Running 2 9
Aug 20 → Feb 25 On Hold ▶ Running 126 135
Feb 25 → Feb 25 Assigned ▶ Running 0 135
Feb 25 → Feb 25 Tech On Site ▶ Running 0 135
Dispatch 0.0d
Material Management 1.4d
Holding 126.5d (excluded)
Coordinators 12.1d
Field Work 0.0d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Holding (excluded from total)
126.5 days
Coordinators
12.1 days
Over SLA
Field Work
0.0 days
Billing
1.4 days
Over SLA
Created: Aug 6, 2025 Due: Aug 18, 2025 Completed: Feb 25, 2026 (190 days late)
📅
136.4 days Total Age
⏱️
126.5d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
7.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00506527
Oak Street Health - 48 Hour - 54643: New Work Order Assigned
Closed
Work Order #54643 Work Order Description: Retinavue device is not capturing left eye
Priority
Standard
Origin
Email
Reason
New Case
Contact
kim kincade
Owner
Virtual Tech
Created
Jun 30, 2025
Work Orders from this Case (3)
WO-01285385 Invoiced
Virtual Tech • Virtual Tech
Created: Jun 30, 2025 • Closed: Jul 30, 2025
WO-01296217 (current) Invoiced
SWAPOUT • Samuel A Klein
Created: Aug 6, 2025 • Closed: Feb 25, 2026
WO-01353819 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 25, 2026 • Closed: Mar 3, 2026
Completed with minor delays
Invoiced • 372 days old
🚨
Primary Delay 126.5 days stuck in "On Hold"
⏱️
Total Delay 7.7 business days over SLA thresholds
📦
Parts Pending 1 parts order(s) awaiting fulfillment

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Awaiting Parts
1.4d / 3.0d SLA
Reschedule
8.0d / 2.0d SLA
Scheduled
0.9d / 2.0d SLA
Assigned
3.2d / 0.5d SLA
On Hold
126.5d
Tech On Site
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 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 - 

8/13/2025 Sramen - updated due date and removed delay code. Also found that I did not have swap out WO's filtered off the ASC reports when no tech is assigned. Altered my reports so these do not get assigned to field techs again. Sent chatter to WArgueta to make her aware.

 8/13/2025 CRamen spoke with Shanisha Grey and scheduled for Monday 8/18/2025 between 8-10am. Call logged on WO-01285392

🔧 Work Performed
2/25 SKLEIN - Unit arrived into Depot. Preparing unit for Hotswap. Hotswap sent to site: Welch Allyn - RetinaVue 700 Imager ASSET: 13254114 SN: (21)700224200067 Shipment Tracking Number: 1Z01E3E70393466361 - Delivered - 08/11/2025 Expected back for repair: Welch Allyn RetinaVue 700 Imager Visual Analyzer Asset ID#: 13145780 S?N: 700233210063 RMA Tracking Number: 1Z01E3E79091653972 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Unit arrived into Depot. Unit is missing: 1 x Carrying Case 1 x Charger All other accessories are accounted for. Preparing unit for Repair/PM to place back onto Hotswap shelf.
⚠️ Problem Description
Retinavue device is not capturing left eye Welch Allyn RetinaVue 700 Imager Visual Analyzer Asset ID#: 13145780 S?N: 700233210063 https://www.ebiotrack.com/workorder.php?wo=67894
📄 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 30, 11:58 AM
Case Number: 00506527
Subject: Oak Street Health - 48 Hour - 54643: New Work Order Assigned
Status: Closed
🚨 27.0 business days
📋
▶
3 Work Order Created Aug 6, 4:46 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00079510
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
📦
▶
3 Parts Requested Aug 7, 9:31 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: 16h 45m
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Aug 13, 11:25 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 6d 1h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-08-18T14:00:00.000+0000
👷
▶
2 Technician Assigned Aug 13, 6:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Scheduled
To: Assigned
Duration in Previous: 6h 59m
⏳ 3.7 business days
🔄
Status: Reschedule by Wendy Argueta Aug 18, 9:17 AM
From: Assigned
To: Reschedule
Duration in Previous: 4d 14h
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Aug 20, 3:59 PM
From: Reschedule
To: On Hold
Duration in Previous: 2d 6h
🚨 127.0 business days
👷
▶
5 Technician Assigned Feb 25, 1:34 PM
Technician Assigned → Status: Assigned → Status: Tech On Site → Labor Added → Status: Completed
👷
Status: Assigned by Samuel Klein
From: On Hold
To: Assigned
Duration in Previous: 188d 22h
🔧
Status: Tech On Site by Samuel Klein
From: Assigned
To: Tech On Site
Duration in Previous: 1m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Samuel Klein
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 26, 3:59 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⏳ 2.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 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

Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 3.2 business days (threshold: 4.0 business hours)
Exceeded by 2.7 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00506527
Closed
📦
Parts Order 00079510
Closed
📦
Parts Order 00079564
Open

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Aug 6, 4:46 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-02893640 Parts Open 1 $0.00 Aug 7, 9:31 AM
WL-02893641 Parts Open 1 $0.00 Aug 7, 9:31 AM
WL-02893642 Expenses Open 1 $11.55 Aug 7, 9:32 AM
WL-03119534 Labor Open 0.5 $61.29 Feb 25, 1:36 PM

Details