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WO-01307742 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Allentown — 1539 Lehigh Street ,, Allentown PA, 18103

Oct 3, 2025 → Apr 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 14, 2026
✓ SLA Met (3 biz days early)
Active: 118 biz days
Paused: 8 biz days
🕐 Clock stopped: Invoiced (Apr 9, 2026)
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 3 → Oct 16, 2025
8 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 16 → Oct 27, 2025
7 business days (counted)
Running total: 7 of ? biz days used
100d
▶ Clock Running
Status: On Hold
Oct 27 → Mar 25, 2026
100 business days (counted)
Running total: 107 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 25 → Mar 25, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 25 → Mar 31, 2026
4 business days (counted)
Running total: 111 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 31 → Apr 9, 2026
7 business days (counted)
Running total: 118 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 9 → Apr 9, 2026
0 business days (counted)
Running total: 118 of ? biz days used
Created: Oct 3, 2025 Invoiced: Apr 9, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0
Oct 3 → Oct 16 Awaiting Parts ⏸ Paused 8 —
Oct 16 → Oct 27 Reschedule ▶ Running 7 7
Oct 27 → Mar 25 On Hold ▶ Running 100 107
Mar 25 → Mar 25 Awaiting Parts ⏸ Paused 0 —
Mar 25 → Mar 31 Reschedule ▶ Running 4 111
Mar 31 → Apr 9 On Hold ▶ Running 7 118
Apr 9 → Apr 9 Assigned ▶ Running 0 118
Dispatch 0.0d
Material Management 8.6d
Holding 108.1d (excluded)
Coordinators 12.0d
Billing 15.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
8.6 days
Over SLA
Holding (excluded from total)
108.1 days
Coordinators
12.0 days
Over SLA
Billing
15.0 days
Over SLA
Created: Oct 3, 2025 Due: Apr 14, 2026 Completed: Apr 9, 2026 (5 days early)
📅
126.5 days Total Age
⏱️
100.5d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
29.1d 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 #00532891
Oak Street Health - 48 Hour - 99095: New Work Order Assigned
Closed
Work Order #99095 Work Order Description: RetinaVue is not detecting patient eye. MA tried to restarted couple of times but keep showing the same error.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Laura Montalvo
Owner
Virtual Tech
Created
Oct 3, 2025
Work Orders from this Case (2)
WO-01307742 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 3, 2025 • Closed: Apr 9, 2026
WO-01367997 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Apr 9, 2026 • Closed: Apr 9, 2026
Completed with significant delays
Invoiced • 316 days old
🚨
Primary Delay 100.5 days stuck in "On Hold"
⏱️
Total Delay 29.1 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
8.6d / 3.0d SLA
Reschedule
12.0d / 2.0d SLA
On Hold
108.1d
Closed
2.6d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

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

10/27-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping Hot swap to site: Welch Allyn RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#13254105 S/N: (21)700219210031 Shipment Tracking Number - 1Z01E3E70391882290 - Delivered - 10/20/2025 RMA Tracking Number - 1z01e3e79098751924 __________________________ Site reached out for new Box and return label to ship broken device - 20 x 14 x 14" Corrugated Boxes Outbound - 1Z01E3E70396784511 - Delivered - 3/27/2026 Return - 1Z01E3E79095452520 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
RetinaVue is not detecting patient eye. MA tried to restarted couple of times but keep showing the same error. Welch Allyn RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 13146761 S/N: 21 700250210272 https://www.ebiotrack.com/workorder.php?wo=68722
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
Case Linked Oct 3, 3:37 PM
Case Number: 00532891
Subject: Oak Street Health - 48 Hour - 99095: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 3, 4:11 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00082932
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 9.0 business days
📦
▶
3 Parts Requested Oct 16, 4:31 PM
Parts Requested → 3x Parts Added → Status: Reschedule
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🔄
Status: Reschedule by Keith Canterbury
From: Awaiting Parts
To: Reschedule
Duration in Previous: 13d 0h
⚠️ 7.9 business days
⏸️
Status: On Hold by Ryan Schwochow Oct 27, 3:40 PM
From: Reschedule
To: On Hold
Duration in Previous: 10d 23h
🚨 101.0 business days
📦
▶
2 Parts Requested Mar 25, 2:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 148d 22h
🔩
▶
2 2x Parts Added Mar 25, 3:31 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 25m
⚠️ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Mar 31, 3:30 PM
From: Reschedule
To: On Hold
Duration in Previous: 5d 23h
⚠️ 8.0 business days
⏱️
▶
3 Labor Added Apr 9, 3:04 PM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 8d 23h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Apr 13, 9:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
🚨 15.0 business days
📨
Status: Invoice Pending by Diane Patton May 1, 5:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 7h
💰
Status: Invoiced by Diane Patton May 1, 5:33 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 23m
🚨 45.8 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-260858

Bottlenecks

Awaiting Parts
Duration: 8.5 business days (threshold: 3.0 business days)
Exceeded by 5.5 business days
Reschedule
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Reschedule
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00532891
Closed
📦
Parts Order 00082932
Closed
📦
Parts Order 00083718
Canceled
📦
Parts Order 00093341
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 3, 4:11 PM
Invoice #
SM-260858

Work Details (6)

Name Type Status Qty Amount Date
WL-02973404 Parts Open 1 $0.00 Oct 16, 4:31 PM
WL-02973405 Parts Open 1 $0.00 Oct 16, 4:31 PM
WL-02973406 Expenses Open 1 $35.18 Oct 16, 4:31 PM
WL-03159049 Parts Open 1 $4.29 Mar 25, 3:31 PM
WL-03159050 Expenses Open 1 $32.03 Mar 25, 3:31 PM
WL-03179937 Labor Open 1 $122.57 Apr 9, 3:04 PM

Details