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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315570 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Jeffersonville — 1437 E 10th St, Jeffersonville IN, 47130

Nov 17, 2025 → Dec 22, 2025

✅ Completed
P3 3 business days from creation
Target: Nov 20, 2025
🕐 Clock stopped: Completed (Dec 23)
⏸ 25d excluded (parts wait + holding)
✗ SLA Missed (7d late)
Dispatch 0.0d
Material Management 19.8d
Coordinators 8.5d
Field Work 0.3d
Billing 8.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
19.8 days
Over SLA
Coordinators
8.5 days
Over SLA
Field Work
0.3 days
Billing
8.7 days
Over SLA
Created: Nov 17, 2025 Due: Dec 18, 2025 Completed: Dec 23, 2025 (4 days late)
📅
26.1 days Total Age
⏱️
19.8d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
28.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544385
L2 review
Closed
ELI 280 EKG - not holding a charge asset #12941309
Priority
High
Origin
Phone
Reason
New Case
Contact
Lin Caldwell
Owner
Virtual Tech
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315570 (current) Invoiced
Virtual Tech - Field Repair • Jordan Moceri
Created: Nov 17, 2025 • Closed: Dec 22, 2025
Completed with significant delays
Invoiced • 178 days old
🚨
Primary Delay 19.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 28.0 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
19.8d / 3.0d SLA
Reschedule
1.2d / 2.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
6.2d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16/2025 CRamen spoke with Lin and scheduled for Monday 12/22/2025 with tech arrival between 10-12


12/15/2025 CRamen per DCarvalho to assign and schedule for Jordan for Monday 12/22/2025. Logged email requesting Monday 12/22/2025 with an arrival window between 10-12. Placeholder set


12/15/25 RBerry- Updated due date based on parts. Removed delay code.


12/13/2025 CRamen parts deliver 12/15/2025

🔧 Work Performed
removed the old battery and installed new. function tested and all functions working. battery is charging properly now.
🔍 Technician Findings
confirmed unit not holding a charge
⚠️ Problem Description
ELI 280 EKG - not holding a charge asset #12941309 https://www.ebiotrack.com/workorder.php?wo=69768

Timeline

📞
Case Linked Nov 17, 11:17 AM
Case Number: 00544385
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Nov 17, 12:11 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085401
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 20.0 business days
🔩
▶
2 2x Parts Added Dec 12, 5:42 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 25d 5h
⏳ 1.8 business days
👷
▶
2 Technician Assigned Dec 15, 7:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 3d 1h
🗓️
▶
2 Status: Scheduled Dec 16, 8:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-22T16:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jordan Moceri Dec 22, 9:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
📅
▶
2 Dispatch Scheduled Dec 22, 11:29 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jordan Moceri
From: Tech On Site
To: Scheduled
Duration in Previous: 2h 18m
⏱️
▶
2 3x Labor Added Dec 22, 9:08 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 9h 41m, 0m
📄
Status: Ready to Bill by Diane Patton Dec 23, 1:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 45m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 4h
🧾
▶
2 Invoice Created Jan 2, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Awaiting Parts
Duration: 19.8 business days (threshold: 3.0 business days)
Exceeded by 16.8 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days

🔗 Related Artifacts

📞
Case 00544385
Closed
📦
Parts Order 00085401
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jordan Moceri
Scheduled
Dec 22, 9:00 AM
Created
Nov 17, 12:11 PM
Invoice #
SM-250448

Work Details (5)

Name Type Status Qty Amount Date
WL-03036399 Parts Open 1 $71.55 Dec 12, 5:42 PM
WL-03036400 Expenses Open 1 $16.50 Dec 12, 5:42 PM
WL-03045816 Labor Open 4 $367.71 Dec 22, 9:08 PM
WL-03045817 Labor Open 0.83333333333333 $122.57 Dec 22, 9:08 PM
WL-03045818 Travel Open 224 - Dec 22, 9:08 PM

Details