Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300004 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Edgewater — 1541 W Devon Ave, Chicago IL, 60660

Aug 27, 2025 → Mar 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 3, 2025
✗ SLA Missed (97 biz days late)
Active: 123 biz days
Paused: 4 biz days
🕐 Clock stopped: Completed (Mar 5, 2026)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 27 → Aug 28, 2025
1 business day (not counted)
18d
▶ Clock Running
Status: Reschedule
Aug 28 → Sep 24, 2025
18 business days (counted)
Running total: 18 of ? biz days used
100d
▶ Clock Running
Status: On Hold
Sep 24 → Feb 23, 2026
100 business days (counted)
Running total: 118 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 23 → Feb 26, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 26 → Mar 5, 2026
5 business days (counted)
Running total: 123 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 123 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 123 of ? biz days used
Created: Aug 27, 2025 Completed: Mar 5, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Aug 28 Awaiting Parts ⏸ Paused 1 —
Aug 28 → Sep 24 Reschedule ▶ Running 18 18
Sep 24 → Feb 23 On Hold ▶ Running 100 118
Feb 23 → Feb 26 Awaiting Parts ⏸ Paused 3 —
Feb 26 → Mar 5 Reschedule ▶ Running 5 123
Mar 5 → Mar 5 Assigned ▶ Running 0 123
Mar 5 → Mar 5 Tech On Site ▶ Running 0 123
Dispatch 0.0d
Material Management 5.4d
Holding 101.0d (excluded)
Coordinators 24.5d
Field Work 0.0d
Billing 18.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.4 days
Over SLA
Holding (excluded from total)
101.0 days
Coordinators
24.5 days
Over SLA
Field Work
0.0 days
Billing
18.0 days
Over SLA
Created: Aug 27, 2025 Due: Oct 3, 2025 Completed: Mar 5, 2026 (152 days late)
📅
127.4 days Total Age
⏱️
101.0d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
39.9d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522607
Needs Quote
Closed
Follow-up to WO-01279465 Model: Welch Allyn, Inc. - SureTemp Plus - 01690-000 Notes: Noticeable physical damage on device Thermometer wires showing and need replaced
Priority
Standard
Origin
Email
Reason
New Case
Contact
Maria De Leon
Owner
Virtual Tech
Created
Aug 27, 2025
Work Orders from this Case (2)
WO-01300004 (current) Invoiced
SWAPOUT • Samuel A Klein
Created: Aug 27, 2025 • Closed: Mar 5, 2026
WO-01355741 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Mar 5, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 353 days old
🚨
Primary Delay 101.0 days stuck in "On Hold"
⏱️
Total Delay 39.9 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
5.4d / 3.0d SLA
Reschedule
24.4d / 2.0d SLA
On Hold
101.0d
Assigned
0.0d / 0.5d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Ready to Bill
17.9d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23-RS; Hotswap sent nothing returned - ordering replacement for hotswap pool -

10/29-RS; Sending reminder with RL attached

9/24-RS; Sending Reminder with RL - on-hold awaiting equipment

🔧 Work Performed
3/5 SKLEIN - New unit arrived in Depot. Preparing for Hotswap shelf. Shipping to site: Hillrom - Sure-Temp Plus 01690-000 ASSET: 13254056 SN: 23257740 Shipment Tracking Number: 1z01e3e70395053624 - Delivered - 09/02/2025 Expected back for repair- Welch Allyn, Inc. - SureTemp Plus - 01690-000 Asset ID#: 6028826 S/N: 13230903 RMA Tracking Number: 1z01e3e79092775919 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Hot swap requested -
⚠️ Problem Description
Follow-up to WO-01279465 Model: Welch Allyn, Inc. - SureTemp Plus - 01690-000 Notes: Noticeable physical damage on device Thermometer wires showing and need replaced Welch Allyn, Inc. - SureTemp Plus - 01690-000 Asset ID#: 6028826 S/N: 13230903 https://www.ebiotrack.com/workorder.php?wo=67804
📄 Description
Welch Allyn SureTemp Plus 690 Handheld Electronic Thermometer with Interchangeable Oral Probe Well Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Aug 27, 1:09 PM
Case Number: 00522607
Subject: Needs Quote
Status: Closed
📋
▶
3 Work Order Created Aug 27, 5:08 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00080877
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
💵
▶
3 2x Expenses Added Aug 28, 4:24 PM
2x Expenses Added → Parts Requested → Status: Reschedule
📦
Parts Requested
Order: 00080964
Status: Canceled
🔄
Status: Reschedule by Brittany Peters
From: Awaiting Parts
To: Reschedule
Duration in Previous: 23h 15m
🚨 18.9 business days
⏸️
Status: On Hold by Ryan Schwochow Sep 24, 8:40 AM
From: Reschedule
To: On Hold
Duration in Previous: 26d 16h
🚨 101.0 business days
📦
▶
2 Parts Requested Feb 23, 10:32 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 152d 2h
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Feb 26, 10:27 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 23h
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Mar 5, 2:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: Reschedule
To: Assigned
Duration in Previous: 7d 4h
🔧
Status: Tech On Site by Samuel Klein Mar 5, 2:54 PM
From: Assigned
To: Tech On Site
Duration in Previous: 13m
⏱️
▶
2 Labor Added Mar 5, 3:02 PM
Labor Added → Status: Completed
✔️
Status: Completed by Samuel Klein
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 9, 12:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
🚨 18.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 4h
🧾
▶
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: 18.4 business days (threshold: 2.0 business days)
Exceeded by 16.4 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 17.9 business days (threshold: 1.0 business days)
Exceeded by 16.9 business days

🔗 Related Artifacts

📞
Case 00522607
Closed
📦
Parts Order 00080877
Closed
📦
Parts Order 00080964
Canceled
📦
Parts Order 00090886
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Aug 27, 5:08 PM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-02918794 Expenses Open 1 $11.53 Aug 28, 4:24 PM
WL-02918814 Parts Open 1 $0.00 Aug 28, 4:24 PM
WL-03121002 Parts Open 1 $337.49 Feb 26, 10:27 AM
WL-03121003 Expenses Open 1 $20.42 Feb 26, 10:27 AM
WL-03131778 Labor Open 1 $122.57 Mar 5, 3:02 PM

Details