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← WO Overview

WO-01314812 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Southeast Raleigh — 3416 Poole Road, Suite 120, Raleigh NC, 27610

Nov 12, 2025 → Mar 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 2, 2026
✗ SLA Missed (53 biz days late)
Active: 86 biz days
🕐 Clock stopped: Completed (Mar 20, 2026)
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 12 → Nov 12, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 12 → Nov 17, 2025
3 business days (counted)
Running total: 3 of ? biz days used
83d
▶ Clock Running
Status: On Hold
Nov 17 → Mar 20, 2026
83 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 86 of ? biz days used
Created: Nov 12, 2025 Completed: Mar 20, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0
Nov 12 → Nov 12 Awaiting Parts ⏸ Paused 0 —
Nov 12 → Nov 17 Reschedule ▶ Running 3 3
Nov 17 → Mar 20 On Hold ▶ Running 83 86
Mar 20 → Mar 20 Assigned ▶ Running 0 86
Dispatch 0.0d
Material Management 0.2d
Holding 84.0d (excluded)
Coordinators 3.7d
Billing 7.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.2 days
Holding (excluded from total)
84.0 days
Coordinators
3.7 days
Over SLA
Billing
7.7 days
Over SLA
Created: Nov 12, 2025 Due: Jan 2, 2026 Completed: Mar 20, 2026 (76 days late)
📅
86.9 days Total Age
⏱️
84.0d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
9.0d 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 #00543237
Oak Street Health - 48 Hour - 115561: New Work Order Assigned
Closed
Work Order #115561 Work Order Description: The retina vue most of the time comes up as dirty lens (Even if it's cleaned with the proper wipes), or it will say refer to manual because the pic of the retina is not clear.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kala Garner
Owner
Virtual Tech
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314812 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Nov 12, 2025 • Closed: Mar 20, 2026
Completed with minor delays
Invoiced • 276 days old
🚨
Primary Delay 84.0 days stuck in "On Hold"
⏱️
Total Delay 9.0 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
0.2d / 3.0d SLA
Reschedule
3.7d / 2.0d SLA
On Hold
84.0d
Closed
1.6d / 1.0d SLA
Ready to Bill
7.6d / 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 - 

11/17-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment -

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: S/N: Shipment Tracking Number 1Z01E3E70396290616 - Delivered - 11/14/2025 Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 6303685 S/N: 700236210198 RMA Tracking Number 1Z01E3E79096790627 __ Customer requested closing WO - Confirmed inventory and archived missing unit update your records to show that the following serial numbers are active and working at this location: Southeast Raleigh, NC - SN 700245210287 - SN 700220200116
🔍 Technician Findings
hot swap sent to site
⚠️ Problem Description
The retina vue most of the time comes up as dirty lens (Even if it's cleaned with the proper wipes), or it will say refer to manual because the pic of the retina is not clear Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 6303685 S/N: 700236210198 https://www.ebiotrack.com/workorder.php?wo=69645
📄 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 Nov 12, 10:56 AM
Case Number: 00543237
Subject: Oak Street Health - 48 Hour - 115561: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Nov 12, 11:37 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085160
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Nov 12, 1:21 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 43m
⏳ 4.0 business days
⏸️
Status: On Hold by Ryan Schwochow Nov 17, 9:27 AM
From: Reschedule
To: On Hold
Duration in Previous: 4d 20h
🚨 84.0 business days
⏱️
▶
3 Labor Added Mar 20, 2:54 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 123d 4h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 23, 2:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 23h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 9d 2h
🧾
▶
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

Reschedule
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Ready to Bill
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00543237
Closed
📦
Parts Order 00085160
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 12, 11:37 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03004619 Parts Open 1 $0.00 Nov 12, 1:21 PM
WL-03004620 Expenses Open 1 $35.24 Nov 12, 1:21 PM
WL-03153275 Labor Open 1 $122.57 Mar 20, 2:54 PM

Details