Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01298913 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

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

Aug 21, 2025 → Apr 1, 2026

✅ Completed
PC Per client agreement
Target: Oct 17, 2025
🕐 Clock stopped: Invoiced (Apr 1)
✗ SLA Missed (165d late)
Dispatch 0.0d
Material Management 0.2d
Holding 158.0d (excluded)
Coordinators 3.0d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.2 days
Holding (excluded from total)
158.0 days
Coordinators
3.0 days
Over SLA
Billing
0.2 days
Created: Aug 21, 2025 Due: Oct 17, 2025 Completed: Apr 1, 2026 (165 days late)
📅
160.0 days Total Age
⏱️
158.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
1.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 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 Invoiced
Virtual Tech • Virtual Tech
Created: Aug 19, 2025 • Closed: Aug 21, 2025
WO-01298913 (current) 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 • 266 days old
🚨
Primary Delay 158.0 days stuck in "On Hold"
⏱️
Total Delay 1.0 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
0.2d / 3.0d SLA
Reschedule
3.0d / 2.0d SLA
On Hold
158.0d
Assigned
0.0d / 0.5d SLA
Closed
0.6d / 1.0d SLA
Ready to Bill
0.1d / 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 

8/25-RS; Sending e2a with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping hotswap to site: Welch Allyn, Inc. RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 13210610 sn: 21700236210077 Shipment Tracking Number: 1Z01E3E70394788388 - delivered - 08/25/2025 Expected back for repair: Welch Allyn, Inc. RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 6029090 S/N: 700015200011 RMA Tracking Number: 1Z01E3E79096454777 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hotswap requested
⚠️ Problem Description
retinaview repair needed Welch Allyn, Inc. RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 6029090 S/N: 700015200011 https://www.ebiotrack.com/workorder.php?wo=67909
📄 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 Aug 19, 2:19 PM
Case Number: 00520309
Subject: Oak Street Health - 48 Hour - 78569: New Work Order Assigned
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Aug 21, 10:21 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00080412
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
💵
▶
3 3x Expenses Added Aug 21, 12:03 PM
3x Expenses Added → Parts Requested → Status: Reschedule
📦
Parts Requested
Order: 00080432
Status: Open
🔄
Status: Reschedule by Brittany Peters
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 42m
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Aug 25, 10:59 AM
From: Reschedule
To: On Hold
Duration in Previous: 3d 22h
🚨 158.0 business days
⏱️
▶
4 Labor Added Apr 1, 11:44 AM
Labor Added → Status: Assigned → Technician Assigned → Status: Closed
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 219d 0h
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Diane Patton Apr 1, 4:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 42m
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1h 0m
🧾
▶
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: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.9 business hours

🔗 Related Artifacts

📞
Case 00520309
Closed
📦
Parts Order 00080412
Closed
📦
Parts Order 00080432
Open

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Aug 21, 10:21 AM
Invoice #
SM-258111

Work Details (4)

Name Type Status Qty Amount Date
WL-02909702 Expenses Open 1 $11.54 Aug 21, 12:03 PM
WL-02909704 Parts Open 1 $0.00 Aug 21, 12:04 PM
WL-02909705 Parts Open 1 $0.00 Aug 21, 12:04 PM
WL-03168691 Labor Open 1 $122.57 Apr 1, 11:44 AM

Details