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WO-01315123 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Gentilly, LA — 4800 Chef Menteur Hwy, Ste A, New Orleans LA, 70126

Nov 13, 2025 → Jan 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 2, 2026
✓ SLA Met
Active: 32 biz days
🕐 Clock stopped: Invoiced (Jan 2, 2026)
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 13 → Nov 13, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 13 → Nov 17, 2025
2 business days (counted)
Running total: 2 of ? biz days used
30d
▶ Clock Running
Status: On Hold
Nov 17 → Jan 2, 2026
30 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Closed
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 32 of ? biz days used
Created: Nov 13, 2025 Invoiced: Jan 2, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0
Nov 13 → Nov 13 Awaiting Parts ⏸ Paused 0 —
Nov 13 → Nov 17 Reschedule ▶ Running 2 2
Nov 17 → Jan 2 On Hold ▶ Running 30 32
Jan 2 → Jan 2 Assigned ▶ Running 0 32
Jan 2 → Jan 2 Closed ▶ Running 0 32
Dispatch 0.0d
Material Management 0.2d
Holding 31.0d (excluded)
Coordinators 2.7d
Billing 21.3d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.2 days
Holding (excluded from total)
31.0 days
Coordinators
2.7 days
Over SLA
Billing
21.3 days
Over SLA
Created: Nov 13, 2025 Due: Jan 2, 2026 Completed: Jan 2, 2026 (on time)
📅
32.9 days Total Age
⏱️
31.0d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
20.7d over Total Delay
📦
1 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 #00541397
Follow up to WO-01304709
Closed
Follow up to WO-01304709 Inspection #: 30107 Asset ID: 12976166 Model: Welch Allyn - Connex Spot Monitor Notes: Failed Calibration Vital signs monitor will not power on. It also will not charge. I was able to charge another monitor with the charger from this unit, but neither charger (the one from this unit and the one from the other unit) will charge this device.Will not power on. Recommend remove from service. Reviewed service with customer, quote needed
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rocio Bustillo
Owner
Virtual Tech
Created
Nov 5, 2025
Work Orders from this Case (2)
WO-01315123 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Nov 13, 2025 • Closed: Jan 2, 2026
WO-01328683 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Jan 2, 2026 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 273 days old
🚨
Primary Delay 31.0 days stuck in "On Hold"
⏱️
Total Delay 20.7 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
0.2d / 3.0d SLA
Reschedule
2.7d / 2.0d SLA
On Hold
31.0d
Closed
2.0d / 1.0d SLA
Ready to Bill
20.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - Connex Spot Monitor Asset ID#: 13094949 S/N: (21)100030883021 1Z01E3E70393839833 Delivery -11/17/2025 Expected back for Return Welch Allyn - Connex Spot Monitor Asset ID#: 12976166 S/N: 100021422422 1Z01E3E79093762449 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Follow up to WO-01304709 - Inspection #: 30107 - Notes: Failed Calibration Vital signs monitor will not power on. It also will not charge. I was able to charge another monitor with the charger from this unit, but neither charger (the one from this unit and the one from the other unit) will charge this device. Will not power on. Welch Allyn - Connex Spot Monitor Asset ID#: 12976166 S/N: 100021422422 https://www.ebiotrack.com/workorder.php?wo=69679
📄 Description
Welch Allyn - Connex Spot Monitor 71XX Oak Street Health Consignment Equipment

Timeline

📞
Case Linked Nov 5, 2:45 PM
Case Number: 00541397
Subject: Follow up to WO-01304709
Status: Closed
⚠️ 6.0 business days
📋
▶
3 Work Order Created Nov 13, 11:25 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085227
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Nov 13, 1:27 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 59m
⏳ 3.0 business days
⏸️
Status: On Hold by Ryan Schwochow Nov 17, 10:34 AM
From: Reschedule
To: On Hold
Duration in Previous: 3d 21h
🚨 31.0 business days
⏱️
▶
3 2x Labor Added Jan 2, 8:29 AM
2x Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 45d 21h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 5, 9:32 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 1h
🚨 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: 28d 7h
🧾
▶
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

Reschedule
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.5 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 20.0 business days (threshold: 1.0 business days)
Exceeded by 19.0 business days

🔗 Related Artifacts

📞
Case 00541397
Closed
📦
Parts Order 00085227
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 13, 11:25 AM
Invoice #
SM-252835

Work Details (4)

Name Type Status Qty Amount Date
WL-03006217 Parts Open 1 $0.00 Nov 13, 1:27 PM
WL-03006218 Expenses Open 1 $31.88 Nov 13, 1:27 PM
WL-03052242 Labor Open 1 $122.57 Jan 2, 8:29 AM
WL-03052243 Expenses Open 1 $33.00 Jan 2, 8:29 AM

Details