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WO-01307355 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Woonsocket, RI — 2000 Diamond Hill Road, Ste 18, Woonsocket RI, 02895

Oct 1, 2025 → Aug 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 7, 2026
✗ SLA Missed (90 biz days late)
Active: 216 biz days
Paused: 3 biz days
🕐 Clock stopped: Completed (Aug 19, 2026)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 1 → Oct 6, 2025
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 6 → Oct 10, 2025
4 business days (counted)
Running total: 4 of ? biz days used
107d
▶ Clock Running
Status: On Hold
Oct 10 → Mar 20, 2026
107 business days (counted)
Running total: 111 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 20 → Mar 20, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 20 → Mar 31, 2026
7 business days (counted)
Running total: 118 of ? biz days used
98d
▶ Clock Running
Status: On Hold
Mar 31 → Aug 19, 2026
98 business days (counted)
Running total: 216 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 19 → Aug 19, 2026
0 business days (counted)
Running total: 216 of ? biz days used
Created: Oct 1, 2025 Completed: Aug 19, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0
Oct 1 → Oct 6 Awaiting Parts ⏸ Paused 3 —
Oct 6 → Oct 10 Reschedule ▶ Running 4 4
Oct 10 → Mar 20 On Hold ▶ Running 107 111
Mar 20 → Mar 20 Awaiting Parts ⏸ Paused 0 —
Mar 20 → Mar 31 Reschedule ▶ Running 7 118
Mar 31 → Aug 19 On Hold ▶ Running 98 216
Aug 19 → Aug 19 Assigned ▶ Running 0 216
Dispatch 0.0d
Material Management 3.6d
Holding 206.3d (excluded)
Coordinators 12.6d
Field Work 0.0d
Billing 9.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Over SLA
Holding (excluded from total)
206.3 days
Coordinators
12.6 days
Over SLA
Field Work
0.0 days
Billing
9.4 days
Over SLA
Created: Oct 1, 2025 Due: Apr 7, 2026 Completed: Aug 19, 2026 (133 days late)
📅
219.4 days Total Age
⏱️
107.7d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
17.4d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532209
Oak Street Health - 48 Hour - 97978: New Work Order Assigned
Closed
Work Order #97978 One is for our a1c machine we keep getting an error code 213
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rosanna Rodriguez
Owner
Virtual Tech
Created
Oct 1, 2025
Work Orders from this Case (3)
WO-01307355 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 1, 2025 • Closed: Aug 19, 2026
WO-01421343 Tech On Site
Virtual Tech - Depot • Ryan Schwochow
Created: Aug 19, 2026
WO-01421602 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Aug 20, 2026 • Closed: Aug 21, 2026
Completed with significant delays
Invoiced • 385 days old
🚨
Primary Delay 107.7 days stuck in "On Hold"
⏱️
Total Delay 17.4 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
3.6d / 3.0d SLA
Reschedule
12.6d / 2.0d SLA
On Hold
206.3d
Closed
1.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/31/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

3/20/26-RS: Sending New Box and return label to site

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

10/30-RS; Sending reminder email with RL attached -

🔧 Work Performed
____________________________ Shipping hot swap to site: Asset: 13253961 S/N: AF20005442 Shipment Tracking Number 1Z01E3E70398623986 - Delivered - 10/08/2025 RMA Tracking Number 1Z01E3E79091406211 __________________________ Site reached out and wanted new box and return label to send unit back: 20 x 14 x 14" Corrugated Box Outbound 1Z01E3E70393440665 - Delivered - 3/24/2026 Return 1Z01E3E79098394534 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap reqsted
⚠️ Problem Description
One is for our a1c machine we keep getting an error code 213 Abbott Laboratories Afinion 2 Analyzer, Blood Asset ID#: 6075124 S/N: N/A Location: Primary Care https://www.ebiotrack.com/workorder.php?wo=68657
📄 Description
ANALYZER, AFINION 2 CLIA WAVIED D/S Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Oct 1, 4:31 PM
Case Number: 00532209
Subject: Oak Street Health - 48 Hour - 97978: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 1, 5:05 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082785
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 3.9 business days
📦
▶
4 Parts Requested Oct 6, 11:11 AM
Parts Requested → 2x Parts Added → Status: Reschedule → Expenses Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 4d 18h
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Oct 10, 2:21 PM
From: Reschedule
To: On Hold
Duration in Previous: 4d 3h
🚨 108.0 business days
📦
▶
2 Parts Requested Mar 20, 1:46 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 160d 23h
🔩
▶
2 2x Parts Added Mar 20, 3:24 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 38m
⚠️ 8.0 business days
⏸️
Status: On Hold by Ryan Schwochow Mar 31, 3:26 PM
From: Reschedule
To: On Hold
Duration in Previous: 11d 0h
🚨 99.0 business days
👷
▶
4 Technician Assigned Aug 19, 3:37 PM
Technician Assigned → Status: Assigned → Status: Completed → Labor Added
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 141d 0h, 0m
✔️
Status: Completed by Ryan Schwochow
From: Closed
To: Completed
Duration in Previous: 3m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
🏁
Status: Closed by Ryan Schwochow Aug 19, 3:42 PM
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton Aug 20, 12:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 31m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Sep 1, 2:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 2h
🧾
▶
2 Invoice Created Sep 1, 6:03 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3h 16m

Bottlenecks

Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 2.9 business hours
Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Reschedule
Duration: 7.6 business days (threshold: 2.0 business days)
Exceeded by 5.6 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00532209
Closed
📦
Parts Order 00082785
Closed
📦
Parts Order 00082972
Canceled
📦
Parts Order 00093045
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 1, 5:05 PM
Invoice #
SM-271879

Work Details (6)

Name Type Status Qty Amount Date
WL-02960768 Parts Open 1 $0.00 Oct 6, 11:11 AM
WL-02960769 Parts Open 1 $0.00 Oct 6, 11:11 AM
WL-02960770 Expenses Open 1 $23.08 Oct 6, 11:13 AM
WL-03153350 Parts Open 1 $4.29 Mar 20, 3:24 PM
WL-03153351 Expenses Open 1 $33.02 Mar 20, 3:24 PM
WL-03342844 Labor Open 1 $121.00 Aug 19, 3:42 PM

Details