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WO-01318446 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Strawberry Mansion, PA — 2301 N 29th Street, Ste 500, Philadelphia PA, 19132

Dec 3, 2025 → Feb 3, 2026

✅ Completed

SLA Clock

Per client agreement · Target: Jan 2, 2026

✗ SLA Missed

Active: 2 biz days

Paused: 39 biz days

🕐 Clock stopped: Completed (Feb 3, 2026)

▶ Clock Running

Status: Created

Dec 3 → Dec 3, 2025

0 business days (counted)

Running total: 0 of ? biz days used

▶ Clock Running

Status: On Hold

Dec 3 → Dec 4, 2025

1 business day (counted)

Running total: 1 of ? biz days used

▶ Clock Running

Status: Assigned

Dec 4 → Dec 4, 2025

0 business days (counted)

Running total: 1 of ? biz days used

⏸39d

⏸ Clock Paused

Status: Awaiting Parts

Dec 4 → Feb 2, 2026

39 business days (not counted)

▶ Clock Running

Status: L2 Review

Feb 2 → Feb 3, 2026

1 business day (counted)

Running total: 2 of ? biz days used

▶ Clock Running

Status: Entered

Feb 3 → Feb 3, 2026

0 business days (counted)

Running total: 2 of ? biz days used

Created: Dec 3, 2025 Completed: Feb 3, 2026

Show SLA Clock Detail (6 periods)

Period	Status	Clock	Biz Days	Running Total
Dec 3 → Dec 3	Created	▶ Running	0	0
Dec 3 → Dec 4	On Hold	▶ Running	1	1
Dec 4 → Dec 4	Assigned	▶ Running	0	1
Dec 4 → Feb 2	Awaiting Parts	⏸ Paused	39	—
Feb 2 → Feb 3	L2 Review	▶ Running	1	2
Feb 3 → Feb 3	Entered	▶ Running	0	2

Dispatch 0.0d

Material Management 39.5d

Holding 2.0d (excluded)

Field Work 0.0d

Billing 16.0d

✗ SLA Missed

Dispatch
0.0 days

Material Management
39.5 days
Over SLA

Holding (excluded from total)
2.0 days

Field Work
0.0 days

Billing
16.0 days
Over SLA

Created: Dec 3, 2025 Due: Jan 2, 2026 Completed: Feb 3, 2026 (31 days late)

📅

42.0 days Total Age

⏱️

39.5d in Awaiting Parts Longest Stage

🔄

8 transitions Status Changes

⚠️

53.5d over Total Delay

📦

1 orders, 0 quotes Parts & Quotes

📝

3 lines Work Details

🏠

1 visit On-Site Trips

📋

Coordinator Scheduling

AI Analysis

Generating AI analysis...

Originating Case

Open in Salesforce →

🎫

Case #00548384

Oak Street Health - 48 Hour - 123946: New Work Order Assigned

Closed

Work Order #123946 BP not holding a charge. Will not turn on if it is not plugged in

Priority

Standard

Origin

Reason

New Case

Contact

Jessica Corey

Owner

Virtual Tech

Created

Dec 3, 2025

Work Orders from this Case (1)

WO-01318446 (current) Invoiced

Virtual Tech - Drop Shipment • Virtual Tech

Created: Dec 3, 2025 • Closed: Feb 3, 2026

Completed with significant delays

Invoiced • 253 days old

🚨

Primary Delay 39.5 days stuck in "Awaiting Parts"

⏱️

Total Delay 53.5 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

On Hold

2.0d

Awaiting Parts

39.5d / 3.0d SLA

L2 Review

1.4d

Completed

0.0d / 1.0d SLA

Closed

3.0d / 1.0d SLA

Ready to Bill

16.0d / 1.0d SLA

Invoice Pending

0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed

                        Sending batt22 to clinic for replacement. Tracking# 1Z1286670367006512 delivered 2/2/26                    

🔍 Technician Findings

                        Batt22 needs replaced.                    

⚠️ Problem Description

                        Work Order #123946

    BP not holding a charge. Will not turn on if it is not plugged in https://www.ebiotrack.com/workorder.php?wo=70078                    

📧