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WO-01317308 ↗ ServiceMax

Oak Street Health • SWAPOUT • PSM

📍 Oak Street Health- Freeport — 14-16 Brooklyn Avenue, Freeport NY, 11520

Nov 26, 2025 → Mar 31, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (71 biz days late)
Active: 72 biz days
Paused: 11 biz days
🕐 Clock stopped: Completed (Mar 31, 2026)
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 26 → Nov 26, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 26 → Dec 1, 2025
1 business day (counted)
Running total: 1 of ? biz days used
56d
▶ Clock Running
Status: On Hold
Dec 1 → Feb 23, 2026
56 business days (counted)
Running total: 57 of ? biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Feb 23 → Mar 10, 2026
11 business days (not counted)
15d
▶ Clock Running
Status: Reschedule
Mar 10 → Mar 31, 2026
15 business days (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 31 → Mar 31, 2026
0 business days (counted)
Running total: 72 of ? biz days used
Created: Nov 26, 2025 Completed: Mar 31, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0
Nov 26 → Nov 26 Awaiting Parts ⏸ Paused 0 —
Nov 26 → Dec 1 Reschedule ▶ Running 1 1
Dec 1 → Feb 23 On Hold ▶ Running 56 57
Feb 23 → Mar 10 Awaiting Parts ⏸ Paused 11 —
Mar 10 → Mar 31 Reschedule ▶ Running 15 72
Mar 31 → Mar 31 Assigned ▶ Running 0 72
Dispatch 0.0d
Material Management 12.6d
Holding 57.0d (excluded)
Coordinators 17.4d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
12.6 days
Over SLA
Holding (excluded from total)
57.0 days
Coordinators
17.4 days
Over SLA
Billing
1.0 days
Created: Nov 26, 2025 Due: Mar 31, 2026 Completed: Mar 31, 2026 (on time)
📅
84.0 days Total Age
⏱️
57.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
23.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Nov 26, 2025
Visit 2 Mar 31, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546675
L2 review - HCP
Closed
Follow up to WO-01301190 Inspection #: 29844 Asset ID: 12949608 Model: McKesson - MBP Notes: Verified calibration of BP Machine. All readings < +5mmHg. Operational Inspection FAILED. Recommend replacing unit.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Latasha Outlaw
Owner
Virtual Tech
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317308 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Nov 26, 2025 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 262 days old
🚨
Primary Delay 57.0 days stuck in "On Hold"
⏱️
Total Delay 23.5 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
Awaiting Parts
12.6d / 3.0d SLA
Reschedule
17.4d / 2.0d SLA
On Hold
57.0d
Closed
1.5d / 1.0d SLA
Ready to Bill
0.9d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23-RS; Hotswap sent nothing returned - ordering replacement for hotswap pool -


12/1-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

Unsure what device got sent to site:

🔧 Work Performed
Shipping hotswap to site: Outbound - 1Z01E3E70396517603 - - Expected delivery - 12/1/2025 ____________________________ Expected back for repair: Return - 1Z01E3E79091865127 - - Shipper created a label, UPS has not received the package yet. - ______________________________ replacement for hotswap pool - Part scheduled for delivery on Wednesday, 3/11, on FedEx tr # 488522229848.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Follow up to WO-01301190 Inspection #: 29844 Notes: Verified calibration of BP Machine. All readings < +5mmHg. Operational Inspection FAILED. Recommend replacing unit. McKesson - MBP Asset ID#: 12949608 S/N: 220222134850 https://www.ebiotrack.com/workorder.php?wo=69971
📄 Description
SPHYG, ANEROID WALL GAUGE W/AD LT CUFF WA 7670-01 Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Nov 25, 11:20 AM
Case Number: 00546675
Subject: L2 review - HCP
Status: Closed
📋
▶
3 Work Order Created Nov 26, 11:04 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085916
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 4m
🔩
▶
2 2x Parts Added Nov 26, 3:47 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 4h 39m
⏳ 2.0 business days
⏸️
Status: On Hold by Ryan Schwochow Dec 1, 9:37 AM
From: Reschedule
To: On Hold
Duration in Previous: 4d 17h
🚨 57.0 business days
📦
▶
2 Parts Requested Feb 23, 10:30 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 84d 0h
🚨 12.0 business days
🔩
▶
2 2x Parts Added Mar 10, 8:40 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 14d 21h
🚨 16.0 business days
⏱️
▶
3 2x Labor Added Mar 31, 4:00 PM
2x Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: Reschedule, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 21d 7h, 0m
📄
Status: Ready to Bill by Diane Patton Apr 1, 10:33 AM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 31m
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6h 57m
🧾
▶
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: 12.0 business days (threshold: 3.0 business days)
Exceeded by 9.0 business days
Reschedule
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00546675
Closed
📦
Parts Order 00085916
Closed
📦
Parts Order 00090884
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 26, 11:04 AM
Invoice #
SM-258111

Work Details (6)

Name Type Status Qty Amount Date
WL-03021113 Parts Open 1 - Nov 26, 3:47 PM
WL-03021114 Expenses Open 1 $26.80 Nov 26, 3:47 PM
WL-03136913 Parts Open 1 $368.47 Mar 10, 8:40 AM
WL-03136914 Expenses Open 1 $25.49 Mar 10, 8:40 AM
WL-03167339 Labor Open 0.25 $30.64 Mar 31, 4:00 PM
WL-03167340 Labor Open 1 $122.57 Mar 31, 4:00 PM

Details