Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314341 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Waterbury — 2000 North Main St STE A, Waterbury CT, 06704

Nov 10, 2025 → Nov 17, 2025

✅ Completed
P3 3 business days from creation
Target: Nov 13, 2025
🕐 Clock stopped: Completed (Nov 17)
✗ SLA Missed (4d late)
Dispatch 0.0d
Coordinators 5.9d
Billing 11.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.9 days
Over SLA
Billing
11.6 days
Over SLA
Created: Nov 10, 2025 Due: Nov 13, 2025 Completed: Nov 17, 2025 (3 days late)
📅
5.9 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
13.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00542471
Oak Street Health - 48 Hour - 114447: New Work Order Assigned
Closed
Room 13 Midmark 626-003 Exam Table Work Order Description: Bed is not functioning properly. Checked the remotes and changed out batteries, but it's not working
Priority
Standard
Origin
Email
Reason
New Case
Contact
maria lopez
Owner
Virtual Tech
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01314341 (current) Invoiced
Virtual Tech - Field Repair • Edward Arias
Created: Nov 10, 2025 • Closed: Nov 17, 2025
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 13.2 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
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/10 KSmith -- Scheduled for 11.17 with Maria. Edward is fully booked, Mohamed is PTO this week. Shawn is aware SLA will be missed

11/10 KSmith -- Maria advised that Friday does not work. Provided 11/17 as a scheduled date and am awaiting response. (EA)

11/10 KSmith -- Sent email to schedule for Friday

🔧 Work Performed
Inspected exam chair and found powwer cord not full connected.Connected power cord and verified function
🔍 Technician Findings
Exam chair did not have function on both controls
⚠️ Problem Description
Room 13 Midmark 626-003 Exam Table Work Order Description: Bed is not functioning properly. Checked the remotes and changed out batteries, but it's not working https://www.ebiotrack.com/workorder.php?wo=69585

Timeline

📞
Case Linked Nov 10, 11:39 AM
Case Number: 00542471
Subject: Oak Street Health - 48 Hour - 114447: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Nov 10, 12:03 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 10, 1:31 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 27m
👷
▶
3 Technician Assigned Nov 10, 4:30 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 2h 59m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-17T20:00:00.000+0000
⚠️ 5.9 business days
⏱️
3x Labor Added Nov 17, 2:16 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 0.5, 26
⏱️
▶
2 Labor Added Nov 17, 4:59 PM
Labor Added → Status: Completed
✔️
Status: Completed by Edward Arias
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 0h, 0m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Nov 19, 9:53 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 16h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 3h
⏳ 3.0 business days
🧾
▶
2 Invoice Created Dec 3, 9:30 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h

Bottlenecks

Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00542471
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Edward Arias
Scheduled
Nov 17, 3:00 PM
Created
Nov 10, 12:03 PM
Invoice #
SM-247862

Work Details (4)

Name Type Status Qty Amount Date
WL-03010056 Labor Open 0.75 $91.93 Nov 17, 2:16 PM
WL-03010057 Labor Open 0.5 $61.29 Nov 17, 2:16 PM
WL-03010058 Travel Open 26 - Nov 17, 2:16 PM
WL-03010289 Labor Open 2.25 $0.00 Nov 17, 4:59 PM

Details