Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308012 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Westown, OH — 10688 Lorain Ave, Cleveland OH, 44111

Oct 7, 2025 → Nov 18, 2025

✅ Completed
P3 3 business days from creation
Target: Oct 10, 2025
🕐 Clock stopped: Completed (Nov 19)
⏸ 35d excluded (parts wait + holding)
✗ SLA Missed (4d late)
Dispatch 0.0d
Material Management 26.0d
Coordinators 6.4d
Field Work 1.1d
Billing 10.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
26.0 days
Over SLA
Coordinators
6.4 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
10.5 days
Over SLA
Created: Oct 7, 2025 Due: Nov 17, 2025 Completed: Nov 19, 2025 (1 days late)
📅
31.2 days Total Age
⏱️
26.0d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
34.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00533259
No quote required
Closed
Follow up to WO-01298320 Inspection #: 29417 Asset ID: 6092167 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. Noticeable physical damage on device Overlay damaged and needs replaced
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lucy Borrero
Owner
Virtual Tech
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01308012 (current) Invoiced
Virtual Tech - Field Repair • Jordan Moceri
Created: Oct 7, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 219 days old
🚨
Primary Delay 26.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 34.6 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
26.0d / 3.0d SLA
Reschedule
1.4d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
7.8d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12/25 RCook- Updated due date based on parts. Changed delay code for 4A technician unavailable. Sent teams message to ASC to confirm delay code.


11/12/2025 CRamen scheduled repairs for Tuesday 11/18/2025 with tech arrival between 9-11am in logged email wo-01318012


11/12/2025 CRamen delivers today 11/12/2025 CRamen left a vm for Lucy to return call to confirm receipt of parts and to schedule repairs for Tuesday 11/18/2025 with tech arrival between 9-11am. Call logged on WO-01318012. Logged email. Placeholder set

11/11/2025 CRamen 1Z01E3E70399047946 Package not picked up yet (Jordan 4hr rt)WO-01308014

🔧 Work Performed
replaced overlay and tested all functions
🔍 Technician Findings
Scale overlay needs replaced
⚠️ Problem Description
Follow up to WO-01298320 Inspection #: 29417 Asset ID: 6092167 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. Noticeable physical damage on device Overlay damaged and needs replaced https://www.ebiotrack.com/workorder.php?wo=68761

Timeline

📞
Case Linked Oct 6, 1:49 PM
Case Number: 00533259
Subject: No quote required
Status: Closed
📋
▶
3 Work Order Created Oct 7, 8:26 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083063
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 26.0 business days
🔩
▶
2 2x Parts Added Nov 11, 3:56 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 35d 8h
👷
▶
2 Technician Assigned Nov 12, 9:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 17h 50m
🗓️
▶
3 Status: Scheduled Nov 12, 9:59 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-18T15:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-18T14:00:00.000+0000, 2025-11-18T14:30:00.000+0000, 2025-11-18T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Charles Ramen Nov 13, 5:42 PM
Scheduled For: 2025-11-18T16:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by Jordan Moceri Nov 18, 11:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
⏱️
Labor Added Nov 18, 8:07 PM
Type: Labor
Status: Open
Qty: 1.9333333333333
⏱️
▶
2 2x Labor Added Nov 18, 8:14 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 33m, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Diane Patton Nov 20, 12:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 16h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 1h
⏳ 3.0 business days
💰
Status: Invoiced by Diane Patton Dec 3, 9:30 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h
🚨 10.0 business days
🧾
Invoice Created Dec 16, 10:12 AM
Invoice Number: SM-247862

Bottlenecks

Awaiting Parts
Duration: 26.0 business days (threshold: 3.0 business days)
Exceeded by 23.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 7.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00533259
Closed
📦
Parts Order 00083063
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jordan Moceri
Scheduled
Nov 18, 11:00 AM
Created
Oct 7, 8:26 AM
Invoice #
SM-247862

Work Details (5)

Name Type Status Qty Amount Date
WL-03003591 Parts Open 2 $15.70 Nov 11, 3:56 PM
WL-03003592 Expenses Open 1 $11.55 Nov 11, 3:56 PM
WL-03012124 Labor Open 1.9333333333333 $245.14 Nov 18, 8:07 PM
WL-03012130 Labor Open 0.45 $61.29 Nov 18, 8:14 PM
WL-03012131 Travel Open 131 - Nov 18, 8:14 PM

Details