Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01298500 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Fort Wayne, IN — 436 E Washington Blvd, Ft Wayne IN, 46802

Aug 19, 2025 → Aug 21, 2025

✅ Completed
PC Per client agreement
Target: Oct 17, 2025
🕐 Clock stopped: Completed (Aug 21)
✓ SLA Met (57d early)
Dispatch 0.0d
Holding 2.7d (excluded)
Billing 6.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
2.7 days
Billing
6.0 days
Over SLA
Created: Aug 19, 2025 Due: Oct 17, 2025 Completed: Aug 21, 2025 (57 days early)
📅
2.7 days Total Age
⏱️
6.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00520309
Oak Street Health - 48 Hour - 78569: New Work Order Assigned
Closed
Work Order #78569 Work Order Description: retinaview repair needed
Priority
Standard
Origin
Email
Reason
New Case
Contact
staisy cardenas
Owner
Virtual Tech
Created
Aug 19, 2025
Work Orders from this Case (3)
WO-01298500 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Aug 19, 2025 • Closed: Aug 21, 2025
WO-01298913 Invoiced
SWAPOUT • Ryan Schwochow
Created: Aug 21, 2025 • Closed: Apr 1, 2026
WO-01303674 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Sep 10, 2025 • Closed: Dec 1, 2025
Completed with minor delays
Invoiced • 268 days old
🚨
Primary Delay 6.0 days stuck in "Ready to Bill"
⏱️
Total Delay 6.0 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
On Hold
2.7d
Closed
2.0d / 1.0d SLA
Ready to Bill
6.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
8-21 Requested update from POC on status of RetinaVue issue. If fails, needs replacement unit sent from Oak Street Depot. 8-19 Sent RetinaVue troubleshooting instructions to Staisy.
🔍 Technician Findings
Case on unit is damaged. sending replacement.
⚠️ Problem Description
Work Order #78569 Work Order Description: retinaview repair needed https://www.ebiotrack.com/workorder.php?wo=67576

Timeline

📞
Case Linked Aug 19, 2:19 PM
Case Number: 00520309
Subject: Oak Street Health - 48 Hour - 78569: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Aug 19, 2:47 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏳ 3.0 business days
⏱️
▶
3 Labor Added Aug 21, 10:20 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 1d 19h, 0m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Aug 22, 11:26 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
⚠️ 6.0 business days
📨
▶
2 Status: Invoice Pending Aug 29, 1:02 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 119.0 business days
🧾
Invoice Created Feb 11, 10:44 AM
Invoice Number: SM-239619

Bottlenecks

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00520309
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Aug 19, 2:47 PM
Invoice #
SM-239619

Work Details (1)

Name Type Status Qty Amount Date
WL-02909492 Labor Open 0.33333333333333 $61.29 Aug 21, 10:20 AM

Details