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WO-01309356 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Tyler, TX — 2115 S Broadway Ave., Tyler TX, 75701

Oct 14, 2025 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✓ SLA Met (12 biz days early)
Active: 74 biz days
Paused: 5 biz days
🕐 Clock stopped: Invoiced (Feb 10, 2026)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Oct 21, 2025
5 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
Created: Oct 14, 2025 Invoiced: Feb 10, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 21 Awaiting Parts ⏸ Paused 5 —
Oct 21 → Feb 10 On Hold ▶ Running 74 74
Dispatch 0.0d
Material Management 5.6d
Holding 74.5d (excluded)
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Material Management
5.6 days
Over SLA
Holding (excluded from total)
74.5 days
Billing
11.6 days
Over SLA
Created: Oct 14, 2025 Due: Feb 27, 2026 Completed: Feb 10, 2026 (17 days early)
📅
79.6 days Total Age
⏱️
74.5d in On Hold Longest Stage
🔄
6 transitions Status Changes
⚠️
14.2d 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 #00535469
RetinaVue Return to Depot
Closed
Model: Welch Allyn - RV700B - RetinaVue 700 Imager Model Type: Visual Analyzer Custom Field: Notes: Asset ID: 6045977 Site: Oak Street Health - Oak Street - Tyler Department:Depreciation Start Date:Physical Location: EXAM 15Depreciation Term: yrsSerial #: 700202210052
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Esther Njuguna
Owner
Derek Reynolds
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309356 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Oct 14, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 303 days old
🚨
Primary Delay 74.5 days stuck in "On Hold"
⏱️
Total Delay 14.2 business days over SLA thresholds
📦
Parts Pending 1 parts order(s) awaiting fulfillment

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Awaiting Parts
5.6d / 3.0d SLA
On Hold
74.5d
Closed
2.0d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Evaluation complete. device will not move camera - pcb defective cannot repair - saving for parts
🔍 Technician Findings
device will not move camera - pcb defective
⚠️ Problem Description
Return RetinaVue to Depot for Repair and put back in Oak Street Inventory. Welch Allyn - RV700B - RetinaVue 700 Imager Model Type: Visual Analyzer Asset ID: 6045977 Serial #: 700202210052 Physical Location: EXAM 15 https://www.ebiotrack.com/workorder.php?wo=68961
📄 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 14, 2:51 PM
Case Number: 00535469
Subject: RetinaVue Return to Depot
Status: Closed
📋
▶
3 Work Order Created Oct 14, 3:06 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083553
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 6.0 business days
📦
▶
3 Parts Requested Oct 21, 3:58 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: 7d 0h
🚨 75.0 business days
⏱️
▶
3 Labor Added Feb 10, 9:45 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 111d 18h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:55 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: 5.6 business days (threshold: 3.0 business days)
Exceeded by 2.6 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 00535469
Closed
📦
Parts Order 00083553
Closed
📦
Parts Order 00083935
Open

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 14, 3:06 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-02978672 Parts Open 1 $3.86 Oct 21, 3:58 PM
WL-02978674 Expenses Open 1 $23.06 Oct 21, 3:58 PM
WL-03098899 Labor Open 1 $122.57 Feb 10, 9:45 AM

Details