Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315147 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Swope Park — 1634 East 63rd St, Kansas City MO, 64110

Nov 13, 2025 → Jan 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 28, 2025
✗ SLA Missed (28 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Jan 9, 2026)
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
37d
▶ Clock Running
Status: On Hold
Nov 13 → Jan 9, 2026
37 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 37 of ? biz days used
Created: Nov 13, 2025 Completed: Jan 9, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0
Nov 13 → Jan 9 On Hold ▶ Running 37 37
Jan 9 → Jan 9 Assigned ▶ Running 0 37
Dispatch 0.0d
Holding 37.8d (excluded)
Field Work 0.0d
Billing 16.8d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
37.8 days
Field Work
0.0 days
Billing
16.8 days
Over SLA
Created: Nov 13, 2025 Due: Nov 28, 2025 Completed: Jan 9, 2026 (41 days late)
📅
37.8 days Total Age
⏱️
37.8d in On Hold Longest Stage
🔄
6 transitions Status Changes
⚠️
14.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00543576
L2 review
Closed
The Urine Analyzer is not printing. It sounds as though it is trying to print but nothing is coming out.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Long
Owner
Virtual Tech
Created
Nov 13, 2025
Work Orders from this Case (2)
WO-01315146 Invoiced
Virtual Tech - Field Repair • Thomas J Langenberg Jr
Created: Nov 13, 2025 • Closed: Feb 19, 2026
WO-01315147 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Nov 13, 2025 • Closed: Jan 9, 2026
Completed with significant delays
Invoiced • 273 days old
🚨
Primary Delay 37.8 days stuck in "On Hold"
⏱️
Total Delay 14.5 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
On Hold
37.8d
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
15.5d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
site states flipping the paper did not resolve the issue
🔍 Technician Findings
>
⚠️ Problem Description
The Urine Analyzer is not printing. It sounds as though it is trying to print but nothing is coming out. https://www.ebiotrack.com/workorder.php?wo=69685

Timeline

📞
Case Linked Nov 13, 9:45 AM
Case Number: 00543576
Subject: L2 review
Status: Closed
📋
▶
2 Work Order Created Nov 13, 12:27 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 38.0 business days
👷
▶
4 Technician Assigned Jan 9, 2:20 PM
Technician Assigned → Status: Assigned → Labor Added → Status: Closed
👷
Status: Assigned by Gavin Poole
From: On Hold, Assigned
To: Assigned, Completed
Duration in Previous: 57d 1h, 0m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
🏁
Status: Closed by Gavin Poole
From: Completed
To: Closed
Duration in Previous: 0m
📄
Status: Ready to Bill by Diane Patton Jan 9, 2:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 36m
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 1h
🧾
▶
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

Ready to Bill
Duration: 15.5 business days (threshold: 1.0 business days)
Exceeded by 14.5 business days

🔗 Related Artifacts

📞
Case 00543576
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 13, 12:27 PM
Invoice #
SM-252835

Work Details (1)

Name Type Status Qty Amount Date
WL-03059727 Labor Open 0.016666666666667 $30.64 Jan 9, 2:20 PM

Details