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WO-01314473 ↗ ServiceMax

Oak Street Health • SWAPOUT • PSM

📍 Oak Street Health - Delmont Village, LA — 5151 Plank Road, Ste 210, Baton Rouge LA, 70805

Nov 11, 2025 → Mar 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (59 biz days late)
Active: 71 biz days
Paused: 19 biz days
🕐 Clock stopped: Invoiced (Mar 25, 2026)
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Nov 11 → Dec 8, 2025
17 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Closed
Dec 8 → Dec 10, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Ready to Bill
Dec 10 → Dec 15, 2025
3 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: On Hold
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 5 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 15 → Dec 17, 2025
2 business days (not counted)
22d
▶ Clock Running
Status: Reschedule
Dec 17 → Jan 21, 2026
22 business days (counted)
Running total: 27 of ? biz days used
44d
▶ Clock Running
Status: On Hold
Jan 21 → Mar 25, 2026
44 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 71 of ? biz days used
Created: Nov 11, 2025 Invoiced: Mar 25, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Dec 8 Awaiting Parts ⏸ Paused 17
Dec 8 → Dec 8 L2 Review ▶ Running 0 0
Dec 8 → Dec 8 Completed ▶ Running 0 0
Dec 8 → Dec 8 Assigned ▶ Running 0 0
Dec 8 → Dec 10 Closed ▶ Running 2 2
Dec 10 → Dec 15 Ready to Bill ▶ Running 3 5
Dec 15 → Dec 15 Assigned ▶ Running 0 5
Dec 15 → Dec 15 On Hold ▶ Running 0 5
Dec 15 → Dec 17 Awaiting Parts ⏸ Paused 2
Dec 17 → Jan 21 Reschedule ▶ Running 22 27
Jan 21 → Mar 25 On Hold ▶ Running 44 71
Mar 25 → Mar 25 Assigned ▶ Running 0 71
Material Management 19.3d
Holding 44.6d (excluded)
Coordinators 22.4d
Field Work 0.0d
Billing 10.1d
✗ SLA Missed
Material Management
19.3 days
Over SLA
Holding (excluded from total)
44.6 days
Coordinators
22.4 days
Over SLA
Field Work
0.0 days
Billing
10.1 days
Over SLA
Created: Nov 11, 2025 Due: Jan 2, 2026 Completed: Mar 25, 2026 (81 days late)
📅
90.0 days Total Age
⏱️
44.6d in On Hold Longest Stage
🔄
15 transitions Status Changes
⚠️
43.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542593
L2 review
Closed
Chris Shorts 504-534-1225 sn Af20072500 A1-C unable to test any quality under the controlled template, different error codes, they have used new test control boxes still not reading
Priority
High
Origin
Phone
Reason
New Case
Contact
Chris Shorts
Owner
Virtual Tech
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01314473 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Nov 11, 2025 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 278 days old
🚨
Primary Delay 44.6 days stuck in "On Hold"
⏱️
Total Delay 43.7 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
19.3d / 3.0d SLA
L2 Review
0.0d
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
10.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
On Hold
44.6d
Reschedule
22.3d / 2.0d 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 - 

01/21/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Hot swap shipped to site: Abbott Laboratories - Afinion 2 ASSET #: 13367888 SERIAL #: AF20066348 1Z01E3E70395083539 - Delivered - 12/10/2025 expected back for repair: Abbott Laboratories - Afinion 2 Asset ID#: 13097156 S/N Af20072500 RMA Tracking Number - 1Z01E3E79093448271 ____ The onsite team has confirmed that device S/N Af20072500 is present and functioning correctly. Additionally, they have reported that there are no other A1C devices onsite at this time. archiving device sent to site
🔍 Technician Findings
shipped hot swap to replacement unit to site
⚠️ Problem Description
A1-C unable to test any quality under the controlled template, different error codes, they have used new test control boxes still not reading Abbott Laboratories - Afinion 2 Asset ID#: 13097156 S/N Af20072500 https://www.ebiotrack.com/workorder.php?wo=69599
📄 Description
ANALYZER, AFINION 2 CLIA WAVIED D/S Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Nov 10, 2:52 PM
Case Number: 00542593
Subject: L2 review
Status: Closed
📋
3 Work Order Created Nov 11, 8:38 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085065
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 17.0 business days
🔩
2 2x Parts Added Dec 8, 3:35 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Audrey Tharp
From: Awaiting Parts
To: L2 Review
Duration in Previous: 27d 6h
✔️
3 Status: Completed Dec 8, 3:47 PM
Status: Completed → Technician Assigned → Status: Assigned
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 2m, 0m
3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 10, 10:01 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
4.0 business days
👷
2 Technician Assigned Dec 15, 4:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Ryan Schwochow
From: Ready to Bill
To: Assigned
Duration in Previous: 5d 6h
⏸️
3 Status: On Hold Dec 15, 4:30 PM
Status: On Hold → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086775
Status: Closed
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 1m
2.9 business days
💵
2 Expenses Added Dec 17, 4:50 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 0h
🚨 22.9 business days
⏸️
Status: On Hold by Ryan Schwochow Jan 21, 2:32 PM
From: Reschedule
To: On Hold
Duration in Previous: 34d 21h
🚨 45.0 business days
👷
2 Technician Assigned Mar 25, 9:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 62d 18h
⏱️
3 Labor Added Mar 25, 10:19 AM
Labor Added → Status: Closed → Status: Ready to Bill
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 35m
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 4m
⚠️ 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 7h
🧾
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: 17.0 business days (threshold: 3.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Reschedule
Duration: 22.3 business days (threshold: 2.0 business days)
Exceeded by 20.3 business days
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00542593
Closed
📦
Parts Order 00085065
Closed
📦
Parts Order 00086775
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 11, 8:38 AM
Invoice #
SM-258111

Work Details (4)

Name Type Status Qty Amount Date
WL-03030334 Parts Open 1 $0.00 Dec 8, 3:35 PM
WL-03030335 Expenses Open 1 $11.55 Dec 8, 3:35 PM
WL-03040971 Expenses Open 1 $11.53 Dec 17, 4:50 PM
WL-03158377 Labor Open 1 $122.57 Mar 25, 10:19 AM

Details