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WO-01310466 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Jennings — 8033 A West Florissant Ave., Jennings MO, 63136

Oct 21, 2025 → Mar 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 26, 2025
✗ SLA Missed (56 biz days late)
Active: 100 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Mar 27, 2026)
▶ Clock Running
Status: Created
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 21 → Oct 29, 2025
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 29 → Oct 31, 2025
2 business days (counted)
Running total: 2 of ? biz days used
93d
▶ Clock Running
Status: On Hold
Oct 31 → Mar 20, 2026
93 business days (counted)
Running total: 95 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 27, 2026
5 business days (counted)
Running total: 100 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 100 of ? biz days used
Created: Oct 21, 2025 Completed: Mar 27, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 21 → Oct 21 Created ▶ Running 0 0
Oct 21 → Oct 29 Awaiting Parts ⏸ Paused 6 —
Oct 29 → Oct 31 Reschedule ▶ Running 2 2
Oct 31 → Mar 20 On Hold ▶ Running 93 95
Mar 20 → Mar 20 Awaiting Parts ⏸ Paused 0 —
Mar 20 → Mar 27 Reschedule ▶ Running 5 100
Mar 27 → Mar 27 Assigned ▶ Running 0 100
Dispatch 0.0d
Material Management 7.2d
Holding 94.0d (excluded)
Coordinators 8.5d
Billing 3.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.2 days
Over SLA
Holding (excluded from total)
94.0 days
Coordinators
8.5 days
Over SLA
Billing
3.1 days
Over SLA
Created: Oct 21, 2025 Due: Dec 26, 2025 Completed: Mar 27, 2026 (90 days late)
📅
107.0 days Total Age
⏱️
94.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
11.5d 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 #00536902
Oak Street Health - 48 Hour - 106288: New Work Order Assigned
Closed
Work Order #106288 Work Order Description: I am requesting a replacement of the Retinavue machine, so the Jennings team can continue to do retinavues for patients
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brooke Gritzner
Owner
Virtual Tech
Created
Oct 20, 2025
Work Orders from this Case (2)
WO-01310466 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 21, 2025 • Closed: Mar 27, 2026
WO-01362207 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 27, 2026 • Closed: Mar 27, 2026
Completed with significant delays
Invoiced • 298 days old
🚨
Primary Delay 94.0 days stuck in "On Hold"
⏱️
Total Delay 11.5 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
7.2d / 3.0d SLA
Reschedule
8.5d / 2.0d SLA
On Hold
94.0d
Closed
2.0d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

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

🔧 Work Performed
Shipping hot swap to site - Welch Allyn - RV700B - RetinaVue 700 Imager Asset: 13253993 SN: 7000010200099 Shipment Tracking Number: 1Z01E3E70397657755 - Est delivery - 10-31-2025 Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13210588 S/N: 700233210201 RMA Tracking Number: 1Z01E3E79099354567 ___ 2nd box and return labels sent to site - Shipment Tracking Number 1Z01E3E70396207377, 1Z01E3E70398478581 RMA Tracking Number 1Z01E3E79093368492, 1Z01E3E79099504994
🔍 Technician Findings
Hot swap requested
⚠️ Problem Description
I am requesting a replacement of the Retinavue machine, so the Jennings team can continue to do retinavues for patients Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13210588 S/N: 700233210201 https://www.ebiotrack.com/workorder.php?wo=69104
📄 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 20, 3:41 PM
Case Number: 00536902
Subject: Oak Street Health - 48 Hour - 106288: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 21, 9:15 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083887
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 7.0 business days
📦
▶
3 Parts Requested Oct 29, 11:35 AM
Parts Requested → 2x Parts Added → Status: Reschedule
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 8d 2h
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Oct 31, 9:54 AM
From: Reschedule
To: On Hold
Duration in Previous: 1d 22h
🚨 94.0 business days
📦
▶
2 Parts Requested Mar 20, 2:08 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 140d 4h
🔩
▶
2 3x Parts Added Mar 20, 3:36 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 28m
⚠️ 6.0 business days
⏱️
▶
3 Labor Added Mar 27, 9:18 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: Reschedule, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 6d 17h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 30, 11:09 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 1h
⏳ 3.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 6h
💰
Status: Invoiced by Diane Patton Apr 1, 6:10 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m
🚨 67.7 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-258111

Bottlenecks

Awaiting Parts
Duration: 7.0 business days (threshold: 3.0 business days)
Exceeded by 4.0 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00536902
Closed
📦
Parts Order 00083887
Closed
📦
Parts Order 00084377
Canceled
📦
Parts Order 00093053
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 21, 9:15 AM
Invoice #
SM-258111

Work Details (6)

Name Type Status Qty Amount Date
WL-02987813 Parts Open 1 $0.00 Oct 29, 11:35 AM
WL-02987814 Expenses Open 1 $23.01 Oct 29, 11:35 AM
WL-03153401 Parts Open 1 $4.29 Mar 20, 3:36 PM
WL-03153402 Parts Open 1 $1.47 Mar 20, 3:36 PM
WL-03153403 Expenses Open 1 $44.59 Mar 20, 3:36 PM
WL-03162265 Labor Open 1 $122.57 Mar 27, 9:18 AM

Details