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WO-01313659 ↗ ServiceMax

Oak Street Health • SWAPOUT • PSM

📍 Oak Street Health - Eastgate, MI — 26390 Gratiot Ave, Roseville MI, 48066

Nov 7, 2025 → Mar 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (72 biz days late)
Active: 85 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Nov 7 → Nov 18, 2025
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 4 of ? biz days used
81d
▶ Clock Running
Status: On Hold
Nov 24 → Mar 25, 2026
81 business days (counted)
Running total: 85 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 85 of ? biz days used
Created: Nov 7, 2025 Completed: Mar 25, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → Nov 18 Awaiting Parts ⏸ Paused 6 —
Nov 18 → Nov 24 Reschedule ▶ Running 4 4
Nov 24 → Mar 25 On Hold ▶ Running 81 85
Mar 25 → Mar 25 Assigned ▶ Running 0 85
Dispatch 0.0d
Material Management 7.0d
Holding 82.0d (excluded)
Coordinators 4.4d
Billing 5.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.0 days
Over SLA
Holding (excluded from total)
82.0 days
Coordinators
4.4 days
Over SLA
Billing
5.9 days
Over SLA
Created: Nov 7, 2025 Due: Dec 19, 2025 Completed: Mar 25, 2026 (95 days late)
📅
92.0 days Total Age
⏱️
82.0d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
11.1d 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 #00541772
L2 review
Closed
Unit giving a NIBP not functional. 050504 error
Priority
Standard
Origin
Email
Reason
New Case
Contact
Porsche Clubreath
Owner
Virtual Tech
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313659 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Nov 7, 2025 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 281 days old
🚨
Primary Delay 82.0 days stuck in "On Hold"
⏱️
Total Delay 11.1 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
7.0d / 3.0d SLA
Reschedule
4.4d / 2.0d SLA
On Hold
82.0d
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 - 

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

🔧 Work Performed
Outbound - Hotswap - Welch Allyn - Connex Spot Monitor Asset ID#: 13254124 S/N: 21100016362525 1Z01E3E70296249842 Delivered - 11/19/2025 Return Welch Allyn - Connex Spot Monitor Asset ID#: 13361184 S/N: 21100060005221 1Z01E3E79096087450 Shipper created a label, UPS has not received the package yet. _____ the team onsite confirms they disposed of the item.
🔍 Technician Findings
Hot swap requested
⚠️ Problem Description
Unit giving a NIBP not functional. 050504 error Welch Allyn - Connex Spot Monitor Asset ID#: 13361184 S/N: 21100060005221 https://www.ebiotrack.com/workorder.php?wo=69561
📄 Description
Welch Allyn - Connex Spot Monitor 71XX Oak Street Health Consignment Equipment

Timeline

📞
Case Linked Nov 6, 1:57 PM
Case Number: 00541772
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Nov 7, 11:09 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084977
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 7.0 business days
🔩
▶
2 2x Parts Added Nov 18, 4:04 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 11d 4h
⏳ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Nov 24, 10:15 AM
From: Reschedule
To: On Hold
Duration in Previous: 5d 18h
🚨 81.9 business days
⏱️
▶
3 Labor Added Mar 25, 8:30 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 120d 21h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
📄
Status: Ready to Bill by Diane Patton Mar 25, 1:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5h 11m
⚠️ 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

Awaiting Parts
Duration: 7.0 business days (threshold: 3.0 business days)
Exceeded by 4.0 business days
Reschedule
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days

🔗 Related Artifacts

📞
Case 00541772
Closed
📦
Parts Order 00084977
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 7, 11:09 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03011658 Parts Open 1 $0.00 Nov 18, 4:04 PM
WL-03011659 Expenses Open 1 $38.96 Nov 18, 4:04 PM
WL-03158262 Labor Open 1 $122.57 Mar 25, 8:30 AM

Details