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WO-01312311 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Northeast Raleigh, NC — 4600 Capital Blvd., Raleigh NC, 27604

Oct 31, 2025 → Dec 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (18 biz days early)
Active: 10 biz days
Paused: 11 biz days
🕐 Clock stopped: Invoiced (Dec 4, 2025)
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Oct 31 → Nov 18, 2025
11 business days (not counted)
4d
▶ Clock Running
Status: Reschedule
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 4 of ? biz days used
6d
▶ Clock Running
Status: On Hold
Nov 24 → Dec 4, 2025
6 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Closed
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Oct 31, 2025 Invoiced: Dec 4, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0
Oct 31 → Nov 18 Awaiting Parts ⏸ Paused 11 —
Nov 18 → Nov 24 Reschedule ▶ Running 4 4
Nov 24 → Dec 4 On Hold ▶ Running 6 10
Dec 4 → Dec 4 Assigned ▶ Running 0 10
Dec 4 → Dec 4 Closed ▶ Running 0 10
Dispatch 0.0d
Material Management 11.9d
Holding 7.0d (excluded)
Coordinators 4.4d
Billing 19.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
11.9 days
Over SLA
Holding (excluded from total)
7.0 days
Coordinators
4.4 days
Over SLA
Billing
19.0 days
Over SLA
Created: Oct 31, 2025 Due: Dec 31, 2025 Completed: Dec 4, 2025 (27 days early)
📅
21.9 days Total Age
⏱️
19.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
30.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00539973
Oak Street Health - 48 Hour - 109893: New Work Order Assigned
Closed
Work Order #109893 Work Order Description: Our retinavue is broken - it will only take a picture of one eye. We need a replacement. Also, one of our BP machines (the small one, not the Connex) is broken - the lights come on but it will not inflate a BP cuff. We need that replaced as well.
Priority
Standard
Origin
Email
Reason
New Case
Contact
kimberly guest
Owner
Virtual Tech
Created
Oct 31, 2025
Work Orders from this Case (5)
WO-01312311 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Oct 31, 2025 • Closed: Dec 4, 2025
WO-01316039 Invoiced
SWAPOUT • Samuel A Klein
Created: Nov 18, 2025 • Closed: Dec 2, 2025
WO-01318154 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Dec 2, 2025 • Closed: Feb 12, 2026
WO-01318718 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Dec 4, 2025 • Closed: Dec 4, 2025
WO-01326610 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 15, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 286 days old
🚨
Primary Delay 19.0 days stuck in "Ready to Bill"
⏱️
Total Delay 30.2 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
11.9d / 3.0d SLA
Reschedule
4.3d / 2.0d SLA
On Hold
7.0d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
19.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 


🔧 Work Performed
Outbound Hotswap - Asset ID#: 13254073 S/N: 700025190027 TK#: 1Z01E3E70192527210 Delivered - 11/19/2025 Return for repair - Welch Allyn RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 6224787 S/N: 700206210004 RL TK#: 1Z01E3E79091139822 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Our retinavue is broken - it will only take a picture of one eye. We need a replacement. Welch Allyn RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 6224787 S/N: 700206210004 https://www.ebiotrack.com/workorder.php?wo=69388
📄 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 31, 12:07 PM
Case Number: 00539973
Subject: Oak Street Health - 48 Hour - 109893: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Oct 31, 12:54 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084546
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 12.0 business days
🔩
▶
2 2x Parts Added Nov 18, 4:13 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 18d 4h
⏳ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Nov 24, 9:49 AM
From: Reschedule
To: On Hold
Duration in Previous: 5d 17h
⚠️ 7.0 business days
👷
▶
4 Technician Assigned Dec 4, 10:30 AM
Technician Assigned → Status: Assigned → Labor Added → Status: Closed
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 10d 0h
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 5, 11:05 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 19.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 28d 7h
🧾
▶
2 Invoice Created Jan 2, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Awaiting Parts
Duration: 11.9 business days (threshold: 3.0 business days)
Exceeded by 8.9 business days
Reschedule
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00539973
Closed
📦
Parts Order 00084546
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 31, 12:54 PM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03011677 Parts Open 1 $0.00 Nov 18, 4:13 PM
WL-03011678 Expenses Open 1 $101.30 Nov 18, 4:13 PM
WL-03026090 Labor Open 1 $122.57 Dec 4, 10:31 AM

Details