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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303528 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Speedway, IN — 5926 Crawfordsville Rd, unit B, Speedway IN, 46624

Sep 10, 2025 → Nov 3, 2025

✅ Completed
P3 3 business days from creation
Target: Sep 15, 2025
🕐 Clock stopped: Completed (Nov 4)
⏸ 13d excluded (parts wait + holding)
✗ SLA Missed (36d late)
Dispatch 0.0d
Material Management 10.0d
Coordinators 31.9d
Field Work 1.0d
Billing 21.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Over SLA
Coordinators
31.9 days
Over SLA
Field Work
1.0 days
Billing
21.0 days
Over SLA
Created: Sep 10, 2025 Due: Nov 3, 2025 Completed: Nov 4, 2025 (on time)
📅
39.5 days Total Age
⏱️
24.9d in Reschedule Longest Stage
🔄
11 transitions Status Changes
⚠️
50.8d over Total Delay
📦
1 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 #00525908
Oak Street Health - 48 Hour - 88270: New Work Order Assigned
Closed
Work Order Description: Connex BP machine is not working. When not plugged in, device is reporting that the battery is low then, once plugged in, the device is stating that the battery is overcharged.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mariah Smith
Owner
Virtual Tech
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303528 (current) Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Sep 10, 2025 • Closed: Nov 3, 2025
Completed with significant delays
Invoiced • 246 days old
🚨
Primary Delay 24.9 days stuck in "Reschedule"
⏱️
Total Delay 50.8 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
10.0d / 3.0d SLA
Reschedule
26.0d / 2.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
18.3d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/31/2025 CRamen - WO-01303642 & WO-01307609 are both still waiting on parts 


10/23/25 RCook- Updated due date due to WO-01307609 and WO-01303642 being in awaiting parts. Follow up date on parts order for WO-01303642 is 10/23/25. Follow up date on parts order for WO-01307609 does not have a follow up date. WO-01307609, WO-01303642 and WO-01303528 should be scheduled together.


10/20/2025 CRamen - WO-01303642 & WO-01307609 are both still waiting on parts 


10/16/2025 Sramen - parts for the other 2 wos were just ordered today. Follow up date is 10/23/2025.


10/15/2025 CRamen - WO-01303642 & WO-01307609 are both still waiting on parts with no follow up dates entered


10/14/2025 CRamen - WO-01303642 & WO-01307609 are both still waiting on parts with no follow up dates entered


10/13/2025 CRamen - WO-01303642 & WO-01307609 are both still waiting on parts with no follow up dates entered


10/9/2025 CRamen - WO-01303642 & WO-01307609 are both still waiting on parts with no follow up dates entered


10/8/2025 Sramen - WO-01303642 & WO-01307609 are both still waiting on parts with no follow up dates entered. Reached out for an update and pushed due date out a week for now.


10/8/2025 CRamen Still in AWAITING PARTS WO-01303642/7609


10/7/2025 CRamen Still in AWAITING PARTS WO-01303642/7609


10/6/2025 CRamen Still in AWAITING PARTS WO-01303642/7609


10/1/2025 Sramen - updated due date and removed delay code.

10/1/2025 CRamen spoke with Mariah and she said she is still waiting on additional parts and will call when those come in to schedule. 


9/26/2025 VNyathi - Unable to make it to the site as the first work order took longer than expected.


9/24/2025 Sramen - updated due date (parts delivered today) and removed delay code.

9/24/2025 CRamen left a vm for a returned call to schedule for Friday 9/26/2025 between 12-2pm. Logged email. Placeholder set

🔧 Work Performed
Repair - replaced the battery and tested the unit NIBP Function Test Results: • Tested @ 120/80 mmHg – Passed • Tested @ 190/120 mmHg – Passed • Tested @ 80/40 mmHg – Passed
🔍 Technician Findings
Unit battery not holding charge
⚠️ Problem Description
Work Order Description: Connex BP machine is not working. When not plugged in, device is reporting that the battery is low then, once plugged in, the device is stating that the battery is overcharged. https://www.ebiotrack.com/workorder.php?wo=68099

Timeline

📞
▶
4 Case Linked Sep 10, 9:02 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01303528
Type: Virtual Tech - Field Repair
Priority: P3
📦
Parts Requested
Order: 00081495
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 6.0 business days
💵
Expenses Added Sep 17, 2:28 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🔩
▶
2 Parts Added Sep 23, 7:14 PM
Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 13d 10h
👷
▶
2 Technician Assigned Sep 24, 9:29 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 14h 14m
📅
▶
2 Dispatch Scheduled Sep 24, 9:59 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 29m
📅
Dispatch Scheduled by Charles Ramen Sep 24, 1:50 PM
Scheduled For: 2025-09-26T15:30:00.000+0000, 2025-09-26T16:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Lawrence Yoder Sep 29, 1:04 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 3h
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Oct 31, 12:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-03T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Nov 3, 3:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
⏱️
▶
2 3x Labor Added Nov 3, 10:44 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 40m
⏳ 2.2 business days
📄
Status: Ready to Bill by Diane Patton Nov 5, 4:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 17h
🚨 18.9 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 25d 21h
⏳ 3.0 business days
🧾
▶
2 Invoice Created Dec 3, 9:30 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h

Bottlenecks

Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 24.9 business days (threshold: 2.0 business days)
Exceeded by 22.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 18.3 business days (threshold: 1.0 business days)
Exceeded by 17.3 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00525908
Closed
📦
Parts Order 00081495
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Vincent Nyathi
Scheduled
Nov 3, 9:00 AM
Created
Sep 10, 9:04 AM
Invoice #
SM-247862

Work Details (5)

Name Type Status Qty Amount Date
WL-02938910 Expenses Open 1 $16.50 Sep 17, 2:28 PM
WL-02946590 Parts Open 1 $157.95 Sep 23, 7:14 PM
WL-02995168 Labor Open 1 $122.57 Nov 3, 10:44 PM
WL-02995169 Labor Open 0.58333333333333 $0.00 Nov 3, 10:44 PM
WL-02995170 Travel Open 23 - Nov 3, 10:44 PM

Details