Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306055 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Englewood, IL — 850 W 63rd St, Chicago IL, 60621

Sep 24, 2025 → Dec 15, 2025

✅ Completed
PC Per client agreement
Target: Nov 21, 2025
🕐 Clock stopped: Invoiced (Dec 15)
⏸ 81d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 58.3d
Coordinators 0.0d
Field Work 0.0d
Billing 13.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
58.3 days
Over SLA
Coordinators
0.0 days
Field Work
0.0 days
Billing
13.2 days
Over SLA
Created: Sep 24, 2025 Due: Nov 21, 2025 Completed: Dec 15, 2025 (23 days late)
📅
58.7 days Total Age
⏱️
38.7d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
65.4d over Total Delay
📦
2 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 #00529995
L2 review
Closed
FAILS CAL. CHECK WITH 165.1 mmHg RECORDED @ 160 MARK. Out of tolerance.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marie Togba
Owner
Virtual Tech
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01306055 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 24, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 232 days old
🚨
Primary Delay 38.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 65.4 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
58.3d / 3.0d SLA
Assigned
0.0d / 0.5d SLA
L2 Review
1.0d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
13.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
FAILS CAL. CHECK WITH 165.1 mmHg RECORDED @ 160 MARK. Out of tolerance. https://www.ebiotrack.com/workorder.php?wo=68474

Timeline

📞
Case Linked Sep 24, 10:43 AM
Case Number: 00529995
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Sep 24, 2:19 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082333
Status: Canceled
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 39.0 business days
👷
Status: Assigned by Ryan Schwochow Nov 17, 2:19 PM
From: Awaiting Parts
To: Assigned
Duration in Previous: 54d 0h
📦
▶
2 Parts Requested Nov 17, 2:33 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Assigned
To: Awaiting Parts
Duration in Previous: 14m
🚨 20.0 business days
🔩
▶
2 2x Parts Added Dec 14, 3:28 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 27d 0h
✔️
▶
4 Status: Completed Dec 15, 10:09 AM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 3m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 5:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 7h
🚨 13.8 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 0h
🧾
▶
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

Awaiting Parts
Duration: 38.7 business days (threshold: 3.0 business days)
Exceeded by 35.7 business days
Awaiting Parts
Duration: 19.6 business days (threshold: 3.0 business days)
Exceeded by 16.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 13.1 business days (threshold: 1.0 business days)
Exceeded by 12.1 business days

🔗 Related Artifacts

📞
Case 00529995
Closed
📦
Parts Order 00082333
Canceled
📦
Parts Order 00085438
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 24, 2:19 PM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03037328 Parts Open 1 $640.17 Dec 14, 3:28 PM
WL-03037329 Expenses Open 1 $25.09 Dec 14, 3:28 PM
WL-03037747 Labor Open 0.016666666666667 $30.64 Dec 15, 10:12 AM

Details