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WO-01315290 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • P3

📍 Oak Street Health - Jordan Park — 4841 SE 14th St, Des Moines IA, 50320

Nov 14, 2025 → Mar 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 19, 2025
✗ SLA Missed (67 biz days late)
Active: 70 biz days
Paused: 12 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: On Hold
Nov 14 → Nov 18, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
⏸12d
⏸ Clock Paused
Status: Awaiting Parts
Nov 18 → Dec 8, 2025
12 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
8d
▶ Clock Running
Status: Entered
Dec 9 → Dec 19, 2025
8 business days (counted)
Running total: 11 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 11 of 3 biz days used
59d
▶ Clock Running
Status: On Hold
Dec 19 → Mar 18, 2026
59 business days (counted)
Running total: 70 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 70 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 70 of 3 biz days used
Created: Nov 14, 2025 Completed: Mar 18, 2026
Business Days Used 70 / 3
0 3d budget +67d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Nov 14 → Nov 14 Created ▶ Running 0 0 / 3
Nov 14 → Nov 18 On Hold ▶ Running 2 2 / 3
Nov 18 → Dec 8 Awaiting Parts ⏸ Paused 12 —
Dec 8 → Dec 8 Reschedule ▶ Running 0 2 / 3
Dec 8 → Dec 8 Assigned ▶ Running 0 2 / 3
Dec 8 → Dec 9 Scheduled ▶ Running 1 3 / 3
Dec 9 → Dec 9 L2 Screening ▶ Running 0 3 / 3
Dec 9 → Dec 19 Entered ▶ Running 8 11 / 3
Dec 19 → Dec 19 Ready for Scheduling ▶ Running 0 11 / 3
Dec 19 → Mar 18 On Hold ▶ Running 59 70 / 3
Mar 18 → Mar 18 Completed ▶ Running 0 70 / 3
Mar 18 → Mar 18 Assigned ▶ Running 0 70 / 3
Dispatch 9.0d
Material Management 13.0d
Holding 63.0d (excluded)
Coordinators 1.6d
Field Work 0.0d
Billing 9.8d
✗ SLA Missed
Dispatch
9.0 days
Over SLA
Material Management
13.0 days
Over SLA
Holding (excluded from total)
63.0 days
Coordinators
1.6 days
Field Work
0.0 days
Billing
9.8 days
Over SLA
Created: Nov 14, 2025 Due: Dec 12, 2025 Completed: Mar 18, 2026 (95 days late)
📅
83.0 days Total Age
⏱️
60.0d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
28.1d 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 #00543825
Oak Street Health - 24 Hour - 116519: New Work Order Assigned
Closed
Work Order #116519 Work Order Description: The lab refrigerator has been broken for several months
Priority
Standard
Origin
Email
Reason
New Case
Contact
Christopher Trent
Owner
Virtual Tech
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315290 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Nov 14, 2025 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 275 days old
🚨
Primary Delay 60.0 days stuck in "On Hold"
⏱️
Total Delay 28.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
9.0d / 0.5d SLA
On Hold
63.0d
Awaiting Parts
13.0d / 3.0d SLA
Reschedule
0.3d / 2.0d SLA
Scheduled
1.3d / 2.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.9d / 1.0d SLA
Ready to Bill
9.7d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-19 DSR put on-Hold and changed to VT Drop ship since Inspection is Due tech can check when on-site.

12/8/2025 CRamen offred it to KKelch as TLangenberg will be in the area

🔧 Work Performed
11-14 Sent email requesting more information on fridge issues.
🔍 Technician Findings
replacement shipped to site
⚠️ Problem Description
Install new fridge and add to EBT. Confirm Temps and Dickson probe install. Send email to virtualtech@emsar.com if old fridge needs removed from clinic. Work Order #116519 Work Order Description: The lab refrigerator has been broken for several months https://www.ebiotrack.com/workorder.php?wo=69716

Timeline

📞
Case Linked Nov 13, 5:06 PM
Case Number: 00543825
Subject: Oak Street Health - 24 Hour - 116519: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Nov 14, 8:50 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏳ 3.0 business days
📦
▶
2 Parts Requested Nov 18, 11:01 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: On Hold
To: Awaiting Parts
Duration in Previous: 4d 2h
🚨 13.0 business days
🔩
▶
2 2x Parts Added Dec 8, 2:30 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20d 3h
👷
▶
3 Technician Assigned Dec 8, 4:31 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 1m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T18:00:00.000+0000
🔍
Status: L2 Screening by Kaitlyn Kelch Dec 9, 9:01 AM
From: Scheduled, L2 Screening
To: L2 Screening, Entered
Duration in Previous: 16h 29m, 0m
⚠️ 9.0 business days
📅
Status: Ready for Scheduling by Derek Reynolds Dec 19, 10:17 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10d 1h
⏸️
Status: On Hold by Derek Reynolds Dec 19, 10:22 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 5m
🚨 60.0 business days
✔️
▶
4 Status: Completed Mar 18, 12:22 PM
Status: Completed → Labor Added → Technician Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.36666666666667
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 19, 2:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 13d 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

Awaiting Parts
Duration: 13.0 business days (threshold: 3.0 business days)
Exceeded by 10.0 business days
Entered
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.6 business hours
Ready to Bill
Duration: 9.7 business days (threshold: 1.0 business days)
Exceeded by 8.7 business days

🔗 Related Artifacts

📞
Case 00543825
Closed
📦
Parts Order 00085478
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 14, 8:50 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03030230 Parts Open 1 $0.00 Dec 8, 2:30 PM
WL-03030231 Expenses Open 1 $0.00 Dec 8, 2:30 PM
WL-03149043 Labor Open 0.36666666666667 $61.29 Mar 18, 12:22 PM

Details