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WO-01299084 ↗ ServiceMax

Oak Street Health • SWAPOUT • P3

📍 Oak Street Health - West Columbia — 905 State Street, West Columbia SC, 29033

Aug 22, 2025 → Aug 25, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Aug 27, 2025
✗ SLA Missed (247 biz days late)
Active: 250 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Aug 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 22 → Aug 22, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Aug 22 → Aug 25, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
249d
▶ Clock Running
Status: On Hold
Aug 25 → Aug 25, 2026
249 business days (counted)
Running total: 250 of 3 biz days used
▶ Clock Running
Status: Assigned
Aug 25 → Aug 25, 2026
0 business days (counted)
Running total: 250 of 3 biz days used
▶ Clock Running
Status: Closed
Aug 25 → Aug 25, 2026
0 business days (counted)
Running total: 250 of 3 biz days used
Created: Aug 22, 2025 Invoiced: Aug 25, 2026
Business Days Used 250 / 3
0 3d budget +247d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0 / 3
Aug 22 → Aug 22 Awaiting Parts ⏸ Paused 0 —
Aug 22 → Aug 25 Reschedule ▶ Running 1 1 / 3
Aug 25 → Aug 25 On Hold ▶ Running 249 250 / 3
Aug 25 → Aug 25 Assigned ▶ Running 0 250 / 3
Aug 25 → Aug 25 Closed ▶ Running 0 250 / 3
Dispatch 0.0d
Material Management 0.7d
Holding 249.9d (excluded)
Coordinators 1.5d
Billing 6.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.7 days
Holding (excluded from total)
249.9 days
Coordinators
1.5 days
Billing
6.2 days
Over SLA
Created: Aug 22, 2025 Due: Aug 27, 2025 Completed: Aug 25, 2026 (362 days late)
📅
251.0 days Total Age
⏱️
249.9d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
4.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521179
Follow up to WO-01284360
Closed
Follow up to WO-01284360 Inspection #: 28401 Asset ID: 13278175 Model: Welch Allyn, Inc. - Connex Spot Monitor Notes: NIBP Function Tested @ 116/83; 115/81; 118/81 (120 Systolic mmHG 80 Diastolic mmHg) Tested FAILED Function Tested @179/136; 181/134; 167/122 (190 Systolic mmHG 120 Diastolic mmHg) Tested FAILED Function Tested @ 79/50; 73/47; 79/47 (80 Systolic mmHG 40 Diastolic mmHg) Tested FAILED Unit failed inspection due to : -Out of tolerance.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tosha Green
Owner
Virtual Tech
Created
Aug 22, 2025
Work Orders from this Case (1)
WO-01299084 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Aug 22, 2025 • Closed: Aug 25, 2026
Completed with minor delays
Invoiced • 426 days old
🚨
Primary Delay 249.9 days stuck in "On Hold"
⏱️
Total Delay 4.8 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
0.7d / 3.0d SLA
Reschedule
1.5d / 2.0d SLA
On Hold
249.9d
Closed
0.5d / 1.0d SLA
Ready to Bill
5.8d / 1.0d SLA
Invoice Pending
0.4d / 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. - Connex Spot Monitor Asset ID: 13253958 S/N: 21100016492525 Shipment Tracking Number: 1Z01E3E70393698503 - Delivered - 08/26/2025 Expected back for repair: Welch Allyn, Inc. - Connex Spot Monitor Asset ID: 13278175 S/N: 100033672123 RMA Tracking Number: 1Z01E3E79095907726 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap sent
⚠️ Problem Description
Follow up to WO-01284360 - Inspection #: 28401 Welch Allyn, Inc. - Connex Spot Monitor Asset ID: 13278175 S/N: Notes: Unit failed inspection due to : -Out of tolerance.
📄 Description
Welch Allyn - Connex Spot Monitor 71XX Oak Street Health Consignment Equipment

Timeline

📞
Case Linked Aug 22, 9:57 AM
Case Number: 00521179
Subject: Follow up to WO-01284360
Status: Closed
📋
▶
3 Work Order Created Aug 22, 10:25 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00080500
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
💵
▶
3 2x Expenses Added Aug 22, 4:21 PM
2x Expenses Added → Parts Requested → Status: Reschedule
📦
Parts Requested
Order: 00080553
Status: Open
🔄
Status: Reschedule by Brittany Peters
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5h 55m
⏳ 2.0 business days
⏸️
Status: On Hold by Ryan Schwochow Aug 25, 1:03 PM
From: Reschedule
To: On Hold
Duration in Previous: 2d 20h
🚨 250.0 business days
⏱️
▶
3 Labor Added Aug 25, 9:56 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 364d 20h, 0m
📄
Status: Ready to Bill by Diane Patton Aug 25, 1:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 55m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Sep 1, 2:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 0h
🧾
▶
2 Invoice Created Sep 1, 6:03 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3h 16m

Bottlenecks

Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days

🔗 Related Artifacts

📞
Case 00521179
Closed
📦
Parts Order 00080500
Closed
📦
Parts Order 00080553
Open

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Aug 22, 10:25 AM
Invoice #
SM-271879

Work Details (3)

Name Type Status Qty Amount Date
WL-02911746 Expenses Open 1 $30.80 Aug 22, 4:21 PM
WL-02911747 Parts Open 1 $0.00 Aug 22, 4:22 PM
WL-03350455 Labor Open 1 $121.00 Aug 25, 9:56 AM

Details