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WO-01311580 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Elgin, IL — 822 Summit St #B4, Elgin IL, 60120

Oct 27, 2025 → Mar 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 26, 2025
✗ SLA Missed (58 biz days late)
Active: 98 biz days
Paused: 2 biz days
🕐 Clock stopped: Invoiced (Mar 25, 2026)
▶ Clock Running
Status: Created
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 27 → Oct 29, 2025
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 29 → Oct 31, 2025
2 business days (counted)
Running total: 2 of ? biz days used
96d
▶ Clock Running
Status: On Hold
Oct 31 → Mar 25, 2026
96 business days (counted)
Running total: 98 of ? biz days used
Created: Oct 27, 2025 Invoiced: Mar 25, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 27 → Oct 27 Created ▶ Running 0 0
Oct 27 → Oct 29 Awaiting Parts ⏸ Paused 2 —
Oct 29 → Oct 31 Reschedule ▶ Running 2 2
Oct 31 → Mar 25 On Hold ▶ Running 96 98
Dispatch 0.0d
Material Management 2.5d
Holding 97.0d (excluded)
Coordinators 3.0d
Billing 5.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.5 days
Holding (excluded from total)
97.0 days
Coordinators
3.0 days
Over SLA
Billing
5.9 days
Over SLA
Created: Oct 27, 2025 Due: Dec 26, 2025 Completed: Mar 25, 2026 (88 days late)
📅
100.5 days Total Age
⏱️
97.0d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
5.8d 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 #00538611
RE: RetinaVue camera
Closed
Monika Kindzierski 822 Summit Street Elgin, IL, 60120-4316 RetinaVue Testing for Oak Street S/W intergration.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Monika Kindzierski
Owner
Virtual Tech
Created
Oct 27, 2025
Work Orders from this Case (1)
WO-01311580 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 27, 2025 • Closed: Mar 25, 2026
Completed with minor delays
Invoiced • 292 days old
🚨
Primary Delay 97.0 days stuck in "On Hold"
⏱️
Total Delay 5.8 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
2.5d / 3.0d SLA
Reschedule
3.0d / 2.0d SLA
On Hold
97.0d
Closed
0.6d / 1.0d SLA
Ready to Bill
5.8d / 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 to site: Welch Allyn RV700B - RetinaVue 700 Imager Asset: 13270713 S/N: 700349220108 Shipment Tracking Number: 1Z01E3E70395326615 - Delivered 10/30/2025 Expected back: Welch Allyn RV700B - RetinaVue 700 Imager Asset ID#: 6058045 S/N: 700220200073 RMA Tracking Number: 1Z01E3E79096146627 _______ The site has confirmed that the device is onsite and functioning correctly. The EMSAR portal records accurately reflect that this location has two RetinaVue units currently in use. Site wants to keep unit
🔍 Technician Findings
Hot swap requested
⚠️ Problem Description
Monika Kindzierski 822 Summit Street Elgin, IL, 60120-4316 RetinaVue Testing for Oak Street S/W intergration. Welch Allyn RV700B - RetinaVue 700 Imager Asset ID#: 6058045 S/N: 700220200073 https://www.ebiotrack.com/workorder.php?wo=69257
📄 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 27, 1:01 PM
Case Number: 00538611
Subject: RE: RetinaVue camera
Status: Closed
📋
▶
3 Work Order Created Oct 27, 3:52 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084239
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⏳ 3.0 business days
📦
▶
3 Parts Requested Oct 29, 12:13 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: 1d 20h
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Oct 31, 10:53 AM
From: Reschedule
To: On Hold
Duration in Previous: 1d 22h
🚨 97.0 business days
⏱️
▶
3 Labor Added Mar 25, 8:54 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: 144d 22h, 0m
📄
Status: Ready to Bill by Diane Patton Mar 25, 1:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 49m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 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

Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.8 business hours
Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days

🔗 Related Artifacts

📞
Case 00538611
Closed
📦
Parts Order 00084239
Closed
📦
Parts Order 00084386
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 27, 3:52 PM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-02987889 Parts Open 1 $0.00 Oct 29, 12:13 PM
WL-02987890 Expenses Open 1 $35.11 Oct 29, 12:13 PM
WL-03158269 Labor Open 1 $122.57 Mar 25, 8:54 AM

Details