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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317022 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Frick Park — 520 Penn Ave, Wilkinsburg PA, 15221-2117

Nov 24, 2025 → Dec 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✓ SLA Met (2 biz days early)
Active: 0 biz days
Paused: 5 biz days
🕐 Clock stopped: Invoiced (Dec 3, 2025)
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Nov 24 → Dec 3, 2025
5 business days (not counted)
▶ Clock Running
Status: L2 Review
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Nov 24, 2025 Invoiced: Dec 3, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0
Nov 24 → Dec 3 Awaiting Parts ⏸ Paused 5 —
Dec 3 → Dec 3 L2 Review ▶ Running 0 0
Dec 3 → Dec 3 Completed ▶ Running 0 0
Dec 3 → Dec 3 Assigned ▶ Running 0 0
Dispatch 0.0d
Material Management 5.4d
Field Work 0.0d
Billing 20.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
5.4 days
Over SLA
Field Work
0.0 days
Billing
20.0 days
Over SLA
Created: Nov 24, 2025 Due: Dec 5, 2025 Completed: Dec 3, 2025 (2 days early)
📅
5.4 days Total Age
⏱️
20.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
21.7d 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 #00546458
Oak Street Health - 24 Hour - 120746: New Work Order Assigned
Closed
Work Order #120746 Work Order Description: Our IT tech says that our Freezer seal needs replaced. American Biotech Supply ABT-HC-UCFS-0220M Asset 13107762 SN ABS-A21102081101-2401
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marybeth Todd
Owner
Virtual Tech
Created
Nov 24, 2025
Work Orders from this Case (3)
WO-01317022 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Nov 24, 2025 • Closed: Dec 3, 2025
WO-01349868 Invoiced
Virtual Tech - Field Repair • Pero Popovic
Created: Feb 5, 2026 • Closed: Jun 26, 2026
WO-01350397 Invoiced
SWAPOUT • Virtual Tech
Created: Feb 6, 2026 • Closed: Apr 7, 2026
Completed with significant delays
Invoiced • 262 days old
🚨
Primary Delay 20.0 days stuck in "Ready to Bill"
⏱️
Total Delay 21.7 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
5.4d / 3.0d SLA
L2 Review
0.1d
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
20.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

WArgueta- Check with material management for shipping cost.

🔧 Work Performed
shipped replacement unit to site
🔍 Technician Findings
shipped replacement unit to site
⚠️ Problem Description
Work Order #120746 Work Order Description: Our IT tech says that our Freezer seal needs replaced. American Biotech Supply ABT-HC-UCFS-0220M Asset 13107762 SN ABS-A21102081101-2401 https://www.ebiotrack.com/workorder.php?wo=69928

Timeline

📞
Case Linked Nov 24, 3:27 PM
Case Number: 00546458
Subject: Oak Street Health - 24 Hour - 120746: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Nov 24, 4:03 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085801
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Dec 3, 3:41 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Sean Weaver
From: Awaiting Parts
To: L2 Review
Duration in Previous: 8d 23h
✔️
▶
4 Status: Completed Dec 3, 4:16 PM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Dec 4, 11:15 AM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 56m
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 29d 6h
🧾
▶
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: 5.4 business days (threshold: 3.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 20.0 business days (threshold: 1.0 business days)
Exceeded by 19.0 business days

🔗 Related Artifacts

📞
Case 00546458
Closed
📦
Parts Order 00085801
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 24, 4:03 PM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03025209 Parts Open 1 $0.00 Dec 3, 3:41 PM
WL-03025210 Expenses Open 1 $0.00 Dec 3, 3:41 PM
WL-03025316 Labor Open 0.66666666666667 $91.93 Dec 3, 4:17 PM

Details