Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303674 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

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

Sep 10, 2025 → Dec 1, 2025

✅ Completed
PC Per client agreement
Target: Dec 31, 2025
🕐 Clock stopped: Invoiced (Dec 1)
✓ SLA Met (30d early)
Holding 0.0d (excluded)
Coordinators 10.7d
Field Work 48.8d
Billing 24.0d
✓ SLA Met
Holding (excluded from total)
0.0 days
Coordinators
10.7 days
Over SLA
Field Work
48.8 days
Over SLA
Billing
24.0 days
Over SLA
Created: Sep 10, 2025 Due: Dec 31, 2025 Completed: Dec 1, 2025 (30 days early)
📅
58.7 days Total Age
⏱️
48.8d in Tech On Site Longest Stage
🔄
6 transitions Status Changes
⚠️
81.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
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 Invoiced
SWAPOUT • Ryan Schwochow
Created: Aug 21, 2025 • Closed: Apr 1, 2026
WO-01303674 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Sep 10, 2025 • Closed: Dec 1, 2025
Completed with significant delays
Invoiced • 246 days old
🚨
Primary Delay 48.8 days stuck in "Tech On Site"
⏱️
Total Delay 81.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
0.0d
Assigned
10.7d / 0.5d SLA
Tech On Site
48.8d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
24.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

🔧 Work Performed
- reaching out to welch allyn for confirmation of possible warranty/service agreement
🔍 Technician Findings
Device has physical damage and does not function as expected
⚠️ 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=68118
📄 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
🚨 17.0 business days
📋
▶
2 Work Order Created Sep 10, 2:37 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold
To: Assigned
Duration in Previous: 0m
🚨 11.0 business days
🔧
Status: Tech On Site by Ryan Schwochow Sep 24, 1:53 PM
From: Assigned
To: Tech On Site
Duration in Previous: 13d 23h
🚨 49.0 business days
⏱️
▶
2 Labor Added Dec 1, 9:40 AM
Labor Added → Status: Closed
🏁
Status: Closed by Ryan Schwochow
From: Tech On Site
To: Closed
Duration in Previous: 67d 20h
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 2, 11:08 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
🚨 24.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 31d 7h
🧾
▶
2 Invoice Created Jan 2, 6:29 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Assigned
Duration: 10.7 business days (threshold: 4.0 business hours)
Exceeded by 10.2 business days
Tech On Site
Duration: 48.8 business days (threshold: 1.0 business days)
Exceeded by 47.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 24.0 business days (threshold: 1.0 business days)
Exceeded by 23.0 business days

🔗 Related Artifacts

📞
Case 00520309
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Sep 10, 2:37 PM
Invoice #
SM-250448

Work Details (1)

Name Type Status Qty Amount Date
WL-03022245 Labor Open 1 $122.57 Dec 1, 9:40 AM

Details