Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313355 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - LaSalle Park, IN — 4401 W Western Ave., Ste C, South Bend IN, 46619

Nov 5, 2025 → Jan 5, 2026

✅ Completed
PC Per client agreement
Target: Jan 2, 2026
🕐 Clock stopped: Completed (Jan 5)
⏸ 58d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 42.4d
Field Work 0.0d
Billing 20.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
42.4 days
Over SLA
Field Work
0.0 days
Billing
20.8 days
Over SLA
Created: Nov 5, 2025 Due: Jan 2, 2026 Completed: Jan 5, 2026 (2 days late)
📅
43.4 days Total Age
⏱️
42.4d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
58.9d 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

Open in Salesforce →
🎫
Case #00541247
eBiotrack - New Work Order Request - Inspection Repair
Closed
Oak Street Health - LaSalle Park, IN Site: Oak Street Health - LaSalle Park, IN Customer: Oak Street Health Customer #: 256 4401 W Western Ave., Ste C South Bend, IN 46619-2645 Inspection #: 28189 Asset ID: 13361287 Model: Welch Allyn - 777 Notes: Noticeable physical damage on device Unit is missing 11720 head. Recommend to send replacement.
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Virtual Tech
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313355 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Nov 5, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 42.4 days stuck in "Awaiting Parts"
⏱️
Total Delay 58.9 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
42.4d / 3.0d SLA
L2 Review
1.0d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
19.5d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Review issue and part look up. Sending part needed.
🔍 Technician Findings
Review issue and part look up. Sending part needed.
⚠️ Problem Description
Oak Street Health - LaSalle Park, IN Site: Oak Street Health - LaSalle Park, IN Customer: Oak Street Health Customer #: 256 4401 W Western Ave., Ste C South Bend, IN 46619-2645 Inspection #: 28189 Asset ID: 13361287 Model: Welch Allyn - 777 Notes: Noticeable physical damage on device Unit is missing 11720 head. Recommend to send replacement. https://www.ebiotrack.com/workorder.php?wo=69502

Timeline

📞
Case Linked Nov 5, 11:30 AM
Case Number: 00541247
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Nov 5, 3:27 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084829
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 43.0 business days
🔩
▶
2 2x Parts Added Jan 2, 8:50 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Amy Greene
From: Awaiting Parts
To: L2 Review
Duration in Previous: 58d 5h
⏳ 1.4 business days
🆕
▶
5 Status: Entered Jan 5, 10:25 AM
Status: Entered → Labor Added → Technician Assigned → Status: Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.51666666666667
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: Entered, Assigned
To: Assigned, Completed
Duration in Previous: 1m, 0m
🏁
Status: Closed by Derek Reynolds
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 6, 3:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 1h
🧾
▶
2 Invoice Created Feb 3, 2:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m

Bottlenecks

Awaiting Parts
Duration: 42.4 business days (threshold: 3.0 business days)
Exceeded by 39.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 19.5 business days (threshold: 1.0 business days)
Exceeded by 18.5 business days

🔗 Related Artifacts

📞
Case 00541247
Closed
📦
Parts Order 00084829
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 5, 3:27 PM
Invoice #
SM-252835

Work Details (3)

Name Type Status Qty Amount Date
WL-03052918 Parts Open 1 $405.22 Jan 2, 8:50 PM
WL-03052919 Expenses Open 1 $57.83 Jan 2, 8:50 PM
WL-03053474 Labor Open 0.51666666666667 $91.93 Jan 5, 10:26 AM

Details