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WO-01301819 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Woodward, MI — 14507 Woodward Ave, Highland Park MI, 48203

Sep 4, 2025 → Feb 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 7, 2025
✗ SLA Missed
Active: 9 biz days
Paused: 92 biz days
🕐 Clock stopped: Completed (Feb 3, 2026)
▶ Clock Running
Status: Created
Sep 4 → Sep 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸92d
⏸ Clock Paused
Status: Awaiting Parts
Sep 4 → Jan 21, 2026
92 business days (not counted)
9d
▶ Clock Running
Status: Reschedule
Jan 21 → Feb 3, 2026
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: L2 Review
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Entered
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 9 of ? biz days used
Created: Sep 4, 2025 Completed: Feb 3, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 4 → Sep 4 Created ▶ Running 0 0
Sep 4 → Jan 21 Awaiting Parts ⏸ Paused 92 —
Jan 21 → Feb 3 Reschedule ▶ Running 9 9
Feb 3 → Feb 3 L2 Review ▶ Running 0 9
Feb 3 → Feb 3 Entered ▶ Running 0 9
Feb 3 → Feb 3 Assigned ▶ Running 0 9
Dispatch 0.0d
Material Management 92.7d
Coordinators 9.6d
Field Work 0.0d
Billing 17.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
92.7 days
Over SLA
Coordinators
9.6 days
Over SLA
Field Work
0.0 days
Billing
17.0 days
Over SLA
Created: Sep 4, 2025 Due: Nov 7, 2025 Completed: Feb 3, 2026 (87 days late)
📅
101.7 days Total Age
⏱️
92.7d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
113.8d over Total Delay
📦
1 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 #00524522
Needs quote
Closed
Follow up to WO-01294240 Inspection #: 28977 Asset ID: 6064717 Model: Welch Allyn - 777 Notes: Noticeable physical damage on device Unit is missing 11720 scope head. Parts Needed- Emsar to follow up with quote for needed replacement part.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Latrice Crimp
Owner
Virtual Tech
Created
Sep 4, 2025
Work Orders from this Case (1)
WO-01301819 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 4, 2025 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 343 days old
🚨
Primary Delay 92.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 113.8 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
92.7d / 3.0d SLA
Reschedule
9.6d / 2.0d SLA
L2 Review
0.7d
Assigned
0.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Parts order not closed.

🔧 Work Performed
VT Drop ship of parts needed.
🔍 Technician Findings
VT Drop ship of parts needed.
⚠️ Problem Description
Follow up to WO-01294240 Inspection #: 28977 Asset ID: 6064717 Model: Welch Allyn - 777 Notes: Noticeable physical damage on device Unit is missing 11720 scope head. Parts Needed- Emsar to follow up with quote for needed replacement part. https://www.ebiotrack.com/workorder.php?wo=67998

Timeline

📞
Case Linked Sep 4, 11:52 AM
Case Number: 00524522
Subject: Needs quote
Status: Closed
📋
▶
3 Work Order Created Sep 4, 2:05 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00081240
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 93.0 business days
🔩
▶
2 2x Parts Added Jan 21, 2:16 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 139d 1h
🚨 10.0 business days
👀
Status: L2 Review by Joseph Whalen Feb 3, 9:22 AM
From: Reschedule
To: L2 Review
Duration in Previous: 12d 19h
🆕
▶
5 Status: Entered Feb 3, 9:28 AM
Status: Entered → Labor Added → Technician Assigned → Status: Completed → Status: L2 Review
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.066666666666667
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
✔️
Status: Completed by Derek Reynolds
From: Assigned
To: Completed
Duration in Previous: 1m
👀
Status: L2 Review by Derek Reynolds
From: Completed
To: L2 Review
Duration in Previous: 1m
✔️
Status: Completed by Wendy Argueta Feb 3, 2:56 PM
From: L2 Review, Completed
To: Completed, Closed
Duration in Previous: 5h 25m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 4, 9:33 AM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 36m
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 3h
🧾
▶
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

Awaiting Parts
Duration: 92.7 business days (threshold: 3.0 business days)
Exceeded by 89.7 business days
Reschedule
Duration: 9.6 business days (threshold: 2.0 business days)
Exceeded by 7.6 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00524522
Closed
📦
Parts Order 00081240
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 4, 2:05 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03073482 Parts Open 1 $1,062.39 Jan 21, 2:16 PM
WL-03073483 Expenses Open 1 $24.61 Jan 21, 2:16 PM
WL-03089157 Labor Open 0.066666666666667 $30.64 Feb 3, 9:29 AM

Details