Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305745 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Edgewood — 5743 Preston Highway, Louisville KY, 40219

Sep 23, 2025 → Sep 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (26 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: On Hold
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Sep 23, 2025 Completed: Sep 24, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0
Sep 23 → Sep 24 On Hold ▶ Running 1 1
Sep 24 → Sep 24 Assigned ▶ Running 0 1
Dispatch 0.0d
Holding 2.0d (excluded)
Coordinators 0.0d
Billing 4.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
2.0 days
Coordinators
0.0 days
Billing
4.0 days
Over SLA
Created: Sep 23, 2025 Due: Oct 31, 2025 Completed: Sep 24, 2025 (37 days early)
📅
2.0 days Total Age
⏱️
4.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
3.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00529586
Oak Street Health - 48 Hour - 94243: New Work Order Assigned
Closed
Work Order #94243 Area: Exam Room - 14 Work Order Description: Otoscope is not working
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tamara Kizer
Owner
Virtual Tech
Created
Sep 23, 2025
Work Orders from this Case (2)
WO-01305745 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Sep 23, 2025 • Closed: Sep 24, 2025
WO-01306088 Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Sep 24, 2025 • Closed: Jan 4, 2026
Completed with minor delays
Invoiced • 393 days old
🚨
Primary Delay 4.0 days stuck in "Ready to Bill"
⏱️
Total Delay 3.5 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
2.0d
Assigned
0.0d / 0.5d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
9-23 Sent troubleshooting steps to POC to verify bulbs.
🔍 Technician Findings
site was not able to resolve the issue
⚠️ Problem Description
Work Order #94243 Area: Exam Room - 14 Work Order Description: Otoscope is not working https://www.ebiotrack.com/workorder.php?wo=68404

Timeline

📞
Case Linked Sep 23, 10:18 AM
Case Number: 00529586
Subject: Oak Street Health - 48 Hour - 94243: New Work Order Assigned
Status: Closed
📋
Work Order Created Sep 23, 10:28 AM
Work Order: WO-01305745
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Wendy Argueta Sep 23, 10:36 AM
From: Entered
To: On Hold
Duration in Previous: 8m
⏳ 2.0 business days
⏱️
▶
3 Labor Added Sep 24, 4:13 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold
To: Assigned
Duration in Previous: 1d 5h
✔️
Status: Completed by Wendy Argueta Sep 24, 4:18 PM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 5m, 0m
📄
Status: Ready to Bill by Diane Patton Sep 25, 11:39 AM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 20m
⏳ 4.0 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: 5d 5h, 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 3.7 business hours
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00529586
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 23, 10:28 AM
Invoice #
SM-242478

Work Details (1)

Name Type Status Qty Amount Date
WL-02947819 Labor Open 0.21666666666667 $30.64 Sep 24, 4:13 PM

Details