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← WO Overview

WO-01317295 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Blue Island — 3046 W 127th St, Blue Island IL, 60406

Nov 26, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 2, 2026
✓ SLA Met (12 biz days early)
Active: 11 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: On Hold
Nov 26 → Dec 15, 2025
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 11 of ? biz days used
Created: Nov 26, 2025 Completed: Dec 15, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0
Nov 26 → Dec 15 On Hold ▶ Running 11 11
Dec 15 → Dec 15 Assigned ▶ Running 0 11
Dispatch 0.0d
Holding 12.0d (excluded)
Billing 11.1d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
12.0 days
Billing
11.1 days
Over SLA
Created: Nov 26, 2025 Due: Jan 2, 2026 Completed: Dec 15, 2025 (18 days early)
📅
12.0 days Total Age
⏱️
12.0d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
10.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546661
L2 review
Closed
EKG machine Asset ID 6231899 when they connect cable, it still shows not connected (something wrong with the cables?)
Priority
High
Origin
Phone
Reason
New Case
Contact
Sandra Ocampo
Owner
Virtual Tech
Created
Nov 25, 2025
Work Orders from this Case (3)
WO-01317295 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Nov 26, 2025 • Closed: Dec 15, 2025
WO-01324368 Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Dec 8, 2025 • Closed: Feb 5, 2026
WO-01324369 Invoiced
Virtual Tech - Field Repair • Ryan Byer
Created: Dec 8, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 260 days old
🚨
Primary Delay 12.0 days stuck in "On Hold"
⏱️
Total Delay 10.9 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
12.0d
Closed
1.8d / 1.0d SLA
Ready to Bill
11.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
11/26 emailed site troubleshooting steps sent tech onsite to assist
🔍 Technician Findings
sent tech onsite to assist
⚠️ Problem Description
EKG machine Asset ID 13095004 when they connect cable, it still shows not connected (something wrong with the cables?) EKG machine Asset ID 6231899 when they connect cable, it still shows not connected (something wrong with the cables?) https://www.ebiotrack.com/workorder.php?wo=69967

Timeline

📞
Case Linked Nov 25, 10:51 AM
Case Number: 00546661
Subject: L2 review
Status: Closed
📋
Work Order Created Nov 26, 10:15 AM
Work Order: WO-01317295
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Wendy Argueta Nov 26, 10:27 AM
From: Entered
To: On Hold
Duration in Previous: 12m
🚨 12.0 business days
👷
▶
3 Status: Assigned Dec 15, 12:49 PM
Status: Assigned → Technician Assigned → Labor Added
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.31666666666667
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 6:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 5h
🚨 11.7 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
🧾
▶
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

Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours
Ready to Bill
Duration: 11.1 business days (threshold: 1.0 business days)
Exceeded by 10.1 business days

🔗 Related Artifacts

📞
Case 00546661
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 26, 10:15 AM
Invoice #
SM-250448

Work Details (1)

Name Type Status Qty Amount Date
WL-03037952 Labor Open 0.31666666666667 $61.29 Dec 15, 12:49 PM

Details