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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311096 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Garfield Ridge — 6918 W Archer Ave, Chicago IL, 60638

Oct 23, 2025 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 26, 2025
✗ SLA Missed (45 biz days late)
Active: 87 biz days
Paused: 4 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 23 → Oct 29, 2025
4 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 29 → Oct 31, 2025
2 business days (counted)
Running total: 2 of ? biz days used
85d
▶ Clock Running
Status: On Hold
Oct 31 → Mar 10, 2026
85 business days (counted)
Running total: 87 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 87 of ? biz days used
Created: Oct 23, 2025 Completed: Mar 10, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0
Oct 23 → Oct 29 Awaiting Parts ⏸ Paused 4 —
Oct 29 → Oct 31 Reschedule ▶ Running 2 2
Oct 31 → Mar 10 On Hold ▶ Running 85 87
Mar 10 → Mar 10 Assigned ▶ Running 0 87
Dispatch 0.0d
Material Management 4.5d
Holding 86.0d (excluded)
Coordinators 2.8d
Billing 13.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.5 days
Over SLA
Holding (excluded from total)
86.0 days
Coordinators
2.8 days
Over SLA
Billing
13.9 days
Over SLA
Created: Oct 23, 2025 Due: Dec 26, 2025 Completed: Mar 10, 2026 (73 days late)
📅
91.5 days Total Age
⏱️
86.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
17.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00537812
Oak Street Health - 48 Hour - 107560: New Work Order Assigned
Closed
Work Order #107560 Work Order Description: Abbott afinion 2 (A1c Machine) continues to give error codes. Quality Control have been done and were within normal limits. Please advise
Priority
Standard
Origin
Email
Reason
New Case
Contact
natalie vargas
Owner
Virtual Tech
Created
Oct 23, 2025
Work Orders from this Case (3)
WO-01311093 Invoiced
Virtual Tech • Virtual Tech
Created: Oct 23, 2025 • Closed: Oct 23, 2025
WO-01311096 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 23, 2025 • Closed: Mar 10, 2026
WO-01356385 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 10, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 296 days old
🚨
Primary Delay 86.0 days stuck in "On Hold"
⏱️
Total Delay 17.9 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
4.5d / 3.0d SLA
Reschedule
2.8d / 2.0d SLA
On Hold
86.0d
Assigned
0.0d / 0.5d SLA
Closed
3.8d / 1.0d SLA
Ready to Bill
13.8d / 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: Abbott Laboratories - Afinion 2 Asset: 13253982 S/N: AF20086537 Shipment Tracking Number: 1Z01E3E70390381529 - Delivered - 10/30/2025 Expected back for repair; Abbott Laboratories - Afinion 2 Asset ID#: 13145744 S/N: AF20068357 RMA Tracking Number: 1Z01E3E79098310712
🔍 Technician Findings
Hot swap requested
⚠️ Problem Description
Abbott afinion 2 (A1c Machine) continues to give error codes. Quality Control have been done and were within normal limits. Please advise Abbott Laboratories - Afinion 2 Asset ID#: 13145744 S/N: AF20068357 https://www.ebiotrack.com/workorder.php?wo=69203
📄 Description
ANALYZER, AFINION 2 CLIA WAVIED D/S Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Oct 23, 11:42 AM
Case Number: 00537812
Subject: Oak Street Health - 48 Hour - 107560: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 23, 4:08 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084078
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 5.0 business days
📦
▶
3 Parts Requested Oct 29, 1:57 PM
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: 5d 21h
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Oct 31, 10:29 AM
From: Reschedule
To: On Hold
Duration in Previous: 1d 20h
🚨 86.0 business days
⏱️
▶
4 2x Labor Added Mar 10, 1:14 PM
2x Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 130d 2h
✔️
Status: Completed by Ryan Schwochow
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 13, 1:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 0h
🚨 14.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 3h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Awaiting Parts
Duration: 4.5 business days (threshold: 3.0 business days)
Exceeded by 1.5 business days
Reschedule
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.0 business hours
Closed
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days
Ready to Bill
Duration: 13.8 business days (threshold: 1.0 business days)
Exceeded by 12.8 business days

🔗 Related Artifacts

📞
Case 00537812
Closed
📦
Parts Order 00084078
Closed
📦
Parts Order 00084400
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 23, 4:08 PM
Invoice #
SM-258111

Work Details (4)

Name Type Status Qty Amount Date
WL-02988005 Parts Open 1 $0.00 Oct 29, 1:57 PM
WL-02988006 Expenses Open 1 $35.11 Oct 29, 1:57 PM
WL-03137461 Labor Open 1 $122.57 Mar 10, 1:14 PM
WL-03137462 Expenses Open 1 $30.80 Mar 10, 1:14 PM

Details