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WO-01305197 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Canarsie, NY — 8923 Flatlands Ave, Brooklyn NY, 11236

Sep 18, 2025 → Sep 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 21, 2025
✓ SLA Met (44 biz days early)
Active: 0 biz days
🕐 Clock stopped: Invoiced (Sep 18, 2025)
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Sep 18, 2025 Invoiced: Sep 18, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 18 Created ▶ Running 0 0
Sep 18 → Sep 18 On Hold ▶ Running 0 0
Sep 18 → Sep 18 Completed ▶ Running 0 0
Dispatch 0.0d
Holding 0.2d (excluded)
Field Work 0.0d
Billing 7.6d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.2 days
Field Work
0.0 days
Billing
7.6 days
Over SLA
Created: Sep 18, 2025 Due: Nov 21, 2025 Completed: Sep 18, 2025 (64 days early)
📅
0.2 days Total Age
⏱️
7.6d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00528457
Oak Street Health - 48 Hour - 92298: New Work Order Assigned
Closed
Work Order #92298 Work Order Description: RN reports that the Welch Allen machine that is fixed on the wall in room 1 is not working. Would it be possible to have the machines in all of the exam rooms checked to assure they are in good working condition.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sherilyn Thomas
Owner
Virtual Tech
Created
Sep 18, 2025
Work Orders from this Case (2)
WO-01305197 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Sep 18, 2025 • Closed: Sep 18, 2025
WO-01305235 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 18, 2025 • Closed: Dec 17, 2025
Completed with minor delays
Invoiced • 329 days old
🚨
Primary Delay 7.6 days stuck in "Ready to Bill"
⏱️
Total Delay 7.1 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
On Hold
0.2d
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
7.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
9-18 Called customer they will confirm Asset number sounds like Otoscope or wall transformer issue. Customer to call me back.
🔍 Technician Findings
Both Heads need bulbs: 11720 & 23810
⚠️ Problem Description
Work Order #92298 Work Order Description: RN reports that the Welch Allen machine that is fixed on the wall in room 1 is not working. Would it be possible to have the machines in all of the exam rooms checked to assure they are in good working condition. https://www.ebiotrack.com/workorder.php?wo=68318

Timeline

📞
Case Linked Sep 18, 11:40 AM
Case Number: 00528457
Subject: Oak Street Health - 48 Hour - 92298: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Sep 18, 1:59 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
4 Labor Added Sep 18, 3:52 PM
Labor Added → Status: Completed → Technician Assigned → Status: Assigned
✔️
Status: Completed by Derek Reynolds
From: On Hold
To: Completed
Duration in Previous: 1h 52m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 2m, 0m
📄
Status: Ready to Bill by Nancy Suarez Sep 19, 3:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 4m
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Sep 30, 5:13 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 11d 2h, 0m
🚨 95.8 business days
🧾
Invoice Created Feb 20, 10:38 AM
Invoice Number: SM-242478

Bottlenecks

Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Ready to Bill
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00528457
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 18, 1:59 PM
Invoice #
SM-242478

Work Details (1)

Name Type Status Qty Amount Date
WL-02941087 Labor Open 0.36666666666667 $61.29 Sep 18, 3:52 PM

Details