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WO-01305597 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Madison St, IL — 3433 W Madison, Chicago IL, 60624

Sep 22, 2025 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 21, 2025
✗ SLA Missed (24 biz days late)
Active: 66 biz days
Paused: 28 biz days
🕐 Clock stopped: Invoiced (Feb 10, 2026)
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸28d
⏸ Clock Paused
Status: Awaiting Parts
Sep 22 → Oct 31, 2025
28 business days (not counted)
66d
▶ Clock Running
Status: On Hold
Oct 31 → Feb 10, 2026
66 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Closed
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 66 of ? biz days used
Created: Sep 22, 2025 Invoiced: Feb 10, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0
Sep 22 → Oct 31 Awaiting Parts ⏸ Paused 28 —
Oct 31 → Feb 10 On Hold ▶ Running 66 66
Feb 10 → Feb 10 Assigned ▶ Running 0 66
Feb 10 → Feb 10 Closed ▶ Running 0 66
Feb 10 → Feb 10 Reschedule ▶ Running 0 66
Dispatch 0.0d
Material Management 28.8d
Holding 67.0d (excluded)
Coordinators 0.1d
Billing 11.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
28.8 days
Over SLA
Holding (excluded from total)
67.0 days
Coordinators
0.1 days
Billing
11.6 days
Over SLA
Created: Sep 22, 2025 Due: Nov 21, 2025 Completed: Feb 10, 2026 (80 days late)
📅
94.8 days Total Age
⏱️
67.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
37.4d 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 #00529037
L2 review
Closed
DIAL IS READING OFF @ HIGHER PRESSURES. (AROUND 250mmHg, THE DEVICE IS MEASURING ABOUT 5 - 6 mmHg HIGHER THAN ACTUAL.) REQUEST DEPOT HOT SWAP. Out of tolerance.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Monica Wells
Owner
Virtual Tech
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305597 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Sep 22, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 325 days old
🚨
Primary Delay 67.0 days stuck in "On Hold"
⏱️
Total Delay 37.4 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
28.8d / 3.0d SLA
On Hold
67.0d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Reschedule
0.1d / 2.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29-rs; No hotswaps available , flipping to VT-Depot and requesting box and RL be sent

🔧 Work Performed
Shipped to site: 12 x 12 x 12" Corrugated Boxes Shipment Tracking Number 1Z01E3E70299051522 Equipment to be returned for repair: Welch Allyn - 7670-01 Asset ID#: 12947023 S/N: 150423235985 RMA Tracking Number 1Z01E3E79096770738 ____ Nothing returned - closing for billables
🔍 Technician Findings
sent boxes and RL sent to site
⚠️ Problem Description
DIAL IS READING OFF @ HIGHER PRESSURES. (AROUND 250mmHg, THE DEVICE IS MEASURING ABOUT 5 - 6 mmHg HIGHER THAN ACTUAL.) REQUEST DEPOT HOT SWAP. Out of tolerance. Welch Allyn - 7670-01 Asset ID#: 12947023 S/N: 150423235985 Physical Location: exam 4 https://www.ebiotrack.com/workorder.php?wo=68379
📄 Description
SPHYG, ANEROID WALL GAUGE W/AD LT CUFF WA 7670-01 Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Sep 19, 3:58 PM
Case Number: 00529037
Subject: L2 review
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Sep 22, 1:52 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082149
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 29.0 business days
🔩
▶
2 2x Parts Added Oct 31, 9:28 AM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Sean Weaver
From: Awaiting Parts
To: On Hold
Duration in Previous: 38d 19h
🚨 67.0 business days
👷
▶
4 Technician Assigned Feb 10, 9:15 AM
Technician Assigned → Status: Assigned → Labor Added → Status: Closed
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 102d 0h
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 1m
🔄
Status: Reschedule by Ryan Schwochow Feb 10, 9:29 AM
From: Closed
To: Reschedule
Duration in Previous: 11m
🏁
Status: Closed by Ryan Schwochow Feb 10, 10:03 AM
From: Reschedule
To: Closed
Duration in Previous: 34m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 3h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
🧾
▶
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: 28.8 business days (threshold: 3.0 business days)
Exceeded by 25.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00529037
Closed
📦
Parts Order 00082149
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Sep 22, 1:52 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-02991373 Parts Open 1 $1.47 Oct 31, 9:28 AM
WL-02991374 Expenses Open 1 $35.15 Oct 31, 9:28 AM
WL-03098856 Labor Open 0.25 $30.64 Feb 10, 9:17 AM

Details