Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318670 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Park Fair — 215 Euclid Ave, Des Moines IA, 50313

Dec 4, 2025 → Jan 2, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 9, 2025
🕐 Clock stopped: Completed (Jan 2)
⏸ 11d excluded (parts wait + holding)
✗ SLA Missed (13d late)
Dispatch 0.0d
Material Management 8.0d
Coordinators 14.6d
Field Work 0.7d
Billing 21.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.0 days
Over SLA
Coordinators
14.6 days
Over SLA
Field Work
0.7 days
Billing
21.3 days
Over SLA
Created: Dec 4, 2025 Due: Dec 24, 2025 Completed: Jan 2, 2026 (8 days late)
📅
22.0 days Total Age
⏱️
20.0d in Ready to Bill Longest Stage
🔄
11 transitions Status Changes
⚠️
37.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548613
Oak Street Health - 48 Hour - 124243: New Work Order Assigned
Closed
Work Order Description: We are experiencing problems with our EKG machine. The battery is not charging, tests are not saving and just today, the machine did not work at all.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kelly Espeland
Owner
Virtual Tech
Created
Dec 3, 2025
Work Orders from this Case (2)
WO-01318670 (current) Invoiced
Virtual Tech - Field Repair • Thomas J Langenberg Jr
Created: Dec 4, 2025 • Closed: Jan 2, 2026
WO-01318672 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 4, 2025 • Closed: Dec 4, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 20.0 days stuck in "Ready to Bill"
⏱️
Total Delay 37.8 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
8.0d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
14.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
20.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15/25 RBerry- Updated due date based on parts. Updated delay code to technician unavailable. Reached out to ASC via teams message to confirm.


12/15/2025 CRamen Kelly returned call and scheduled for Wednesday 12/31/2025 with tech arrival between 12-2pm. Kelly called from 515-666-8677


12/15/2025 CRamen parts to deliver Friday. Requested due date be extended accordingly

🔧 Work Performed
replaced battery and function tested
🔍 Technician Findings
battery not holding charger will not power on
⚠️ Problem Description
Work Order Description: We are experiencing problems with our EKG machine. The battery is not charging, tests are not saving and just today, the machine did not work at all. https://www.ebiotrack.com/workorder.php?wo=70110

Timeline

📞
Case Linked Dec 3, 4:20 PM
Case Number: 00548613
Subject: Oak Street Health - 48 Hour - 124243: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Dec 4, 9:00 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086214
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 8.0 business days
🔩
▶
2 2x Parts Added Dec 15, 2:17 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 11d 5h
👷
▶
4 Technician Assigned Dec 15, 3:04 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 47m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-31T17:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 19, 9:44 AM
Scheduled For: 2026-01-02T17:00:00.000+0000, 2026-01-02T18:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Jan 2, 10:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 19h
⏱️
▶
2 5x Labor Added Jan 2, 4:06 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 33m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 6, 9:26 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 17h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 7h
💵
▶
2 Status: Billing Review Feb 2, 5:15 PM
Status: Billing Review → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 1m
🧾
▶
2 Invoice Created Feb 3, 2:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 6m

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 14.5 business days (threshold: 2.0 business days)
Exceeded by 12.5 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 20.0 business days (threshold: 1.0 business days)
Exceeded by 19.0 business days

🔗 Related Artifacts

📞
Case 00548613
Closed
📦
Parts Order 00086214
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Jan 2, 1:00 PM
Created
Dec 4, 9:00 AM
Invoice #
SM-252835

Work Details (7)

Name Type Status Qty Amount Date
WL-03038080 Parts Open 1 $71.55 Dec 15, 2:17 PM
WL-03038081 Expenses Open 1 $16.50 Dec 15, 2:17 PM
WL-03052666 Labor Open 3.55 $367.71 Jan 2, 4:06 PM
WL-03052667 Labor Open 1.45 $183.86 Jan 2, 4:06 PM
WL-03052668 Labor Open 3.7333333333333 $0.00 Jan 2, 4:06 PM
WL-03052669 Travel Open 223 $0.00 Jan 2, 4:06 PM
WL-03052670 Travel Open 223 $0.00 Jan 2, 4:06 PM

Details