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WO-01306368 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Hermosa, IL — 4417 W Diversey Ave, Chicago IL, 60639

Sep 26, 2025 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 28, 2025
✗ SLA Missed (33 biz days late)
Active: 74 biz days
Paused: 16 biz days
🕐 Clock stopped: Invoiced (Feb 10, 2026)
▶ Clock Running
Status: Created
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Sep 26 → Oct 21, 2025
16 business days (not counted)
74d
▶ Clock Running
Status: On Hold
Oct 21 → Feb 10, 2026
74 business days (counted)
Running total: 74 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 74 of ? biz days used
Created: Sep 26, 2025 Invoiced: Feb 10, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 26 → Sep 26 Created ▶ Running 0 0
Sep 26 → Oct 21 Awaiting Parts ⏸ Paused 16 —
Oct 21 → Feb 10 On Hold ▶ Running 74 74
Feb 10 → Feb 10 Reschedule ▶ Running 0 74
Dispatch 0.0d
Material Management 17.0d
Holding 74.9d (excluded)
Coordinators 0.0d
Billing 11.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.0 days
Over SLA
Holding (excluded from total)
74.9 days
Coordinators
0.0 days
Billing
11.6 days
Over SLA
Created: Sep 26, 2025 Due: Nov 28, 2025 Completed: Feb 10, 2026 (73 days late)
📅
91.0 days Total Age
⏱️
74.9d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
25.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00530447
Oak Street Health - Hermosa, IL - Inspection Repair
Closed
Inspection #: 28522 Asset ID: 12946929 Model: Drucker Diagnostics - 642E Notes: *SOMETHING IS UNBALANCED WITH THE UNIT, NOTHING OBSERVED IN THE WELLS, HOWEVER, IT SHAKES VILOENTLY SHEN STARTING UP AND VIBRATES THROUGHOUT THE CYCLE. SHOULD BE REPLACED. Intermittent failure
Priority
Standard
Origin
Email
Reason
New Case
Contact
Briseyda Munoz
Owner
Virtual Tech
Created
Sep 25, 2025
Work Orders from this Case (1)
WO-01306368 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Sep 26, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 390 days old
🚨
Primary Delay 74.9 days stuck in "On Hold"
⏱️
Total Delay 25.6 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
17.0d / 3.0d SLA
On Hold
74.9d
Reschedule
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
24 x 18 x 12" Corrugated Box Shipment Tracking Number: 1Z01E3E70391383954 - Delivered - 10/22/2025 RMA Tracking Number: 1Z01E3E79093366565 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
sent boxes and Return Label sent to site
⚠️ Problem Description
Inspection #: 28522 Asset ID: 12946929 Model: Drucker Diagnostics - 642E Notes: *SOMETHING IS UNBALANCED WITH THE UNIT, NOTHING OBSERVED IN THE WELLS, HOWEVER, IT SHAKES VILOENTLY SHEN STARTING UP AND VIBRATES THROUGHOUT THE CYCLE. SHOULD BE REPLACED. Intermittent failure https://www.ebiotrack.com/workorder.php?wo=68543
📄 Description
Drucker Diagnostics - 642E Single-Speed Electronic Centrifuge Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Sep 25, 2:34 PM
Case Number: 00530447
Subject: Oak Street Health - Hermosa, IL - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Sep 26, 8:44 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082484
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 17.0 business days
📦
▶
3 Parts Requested Oct 21, 1:00 PM
Parts Requested → 2x Parts Added → Status: On Hold
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏸️
Status: On Hold by John Rolston
From: Awaiting Parts
To: On Hold
Duration in Previous: 25d 4h
🚨 75.0 business days
🔄
▶
4 Status: Reschedule Feb 10, 9:34 AM
Status: Reschedule → Labor Added → Status: Assigned → Technician Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
👷
Status: Assigned by Ryan Schwochow
From: Reschedule, Assigned
To: Assigned, Closed
Duration in Previous: 2m, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:54 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
🚨 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: 17.0 business days (threshold: 3.0 business days)
Exceeded by 14.0 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 00530447
Closed
📦
Parts Order 00082484
Closed
📦
Parts Order 00083911
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Sep 26, 8:44 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-02978414 Parts Open 1 $3.86 Oct 21, 1:00 PM
WL-02978416 Expenses Open 1 $29.12 Oct 21, 1:00 PM
WL-03098889 Labor Open 0.25 $30.64 Feb 10, 9:36 AM

Details