Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318751 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Branch Ave, RI — 650 Branch Avenue - Unit 6, Providence RI, 02904

Dec 4, 2025 → Mar 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✗ SLA Missed (24 biz days late)
Active: 67 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: On Hold
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 4 → Dec 8, 2025
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 1 of ? biz days used
66d
▶ Clock Running
Status: On Hold
Dec 9 → Mar 17, 2026
66 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 67 of ? biz days used
Created: Dec 4, 2025 Completed: Mar 17, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0
Dec 4 → Dec 4 On Hold ▶ Running 0 0
Dec 4 → Dec 8 Awaiting Parts ⏸ Paused 2 —
Dec 8 → Dec 9 Reschedule ▶ Running 1 1
Dec 9 → Mar 17 On Hold ▶ Running 66 67
Mar 17 → Mar 17 Assigned ▶ Running 0 67
Mar 17 → Mar 17 Tech On Site ▶ Running 0 67
Dispatch 0.0d
Material Management 2.4d
Holding 67.3d (excluded)
Coordinators 1.4d
Field Work 0.0d
Billing 10.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Holding (excluded from total)
67.3 days
Coordinators
1.4 days
Field Work
0.0 days
Billing
10.5 days
Over SLA
Created: Dec 4, 2025 Due: Feb 6, 2026 Completed: Mar 17, 2026 (38 days late)
📅
69.7 days Total Age
⏱️
67.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
10.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00548864
Oak Street Health - 48 Hour - 124603: New Work Order Assigned
Closed
Work Order #124603 Work Order Description: BP Machine giving error stating CSM battery is not installed 1c100e. If machine is not plugged in, it doesn't allow MA to use it. Once plugged it works but same message appears.
Priority
Standard
Origin
Email
Reason
New Case
Contact
flor ardoncante
Owner
Virtual Tech
Created
Dec 4, 2025
Work Orders from this Case (3)
WO-01318751 (current) Invoiced
SWAPOUT • Samuel A Klein
Created: Dec 4, 2025 • Closed: Mar 17, 2026
WO-01359773 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Mar 17, 2026 • Closed: Mar 17, 2026
WO-01362489 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Mar 30, 2026 • Closed: Mar 30, 2026
Completed with significant delays
Invoiced • 254 days old
🚨
Primary Delay 67.0 days stuck in "On Hold"
⏱️
Total Delay 10.4 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
67.3d
Awaiting Parts
2.4d / 3.0d SLA
Reschedule
1.4d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
10.4d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

12/9-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Unit arrived into Depot. Creating Clone for Hotswap. Shipping Hot swap to site: Welch Allyn - 71XX - Connex Spot Monitor ASSET ID #: 13367856 SERIAL #: 100054144225 Outbound - 1Z01E3E70398653944 Delivery - 12/10/2025 ____ Expected back for repair: Welch Allyn - 71XX - Connex Spot Monitor Asset ID#: 13269238 S/N: 1000008062325 Return - 1Z01E3E79091453858 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Unit arrived into Depot. Preparing for Repair/PM to place back onto Oak Street Hotswap Shelf.
⚠️ Problem Description
Work Order #124603 BP Machine giving error stating CSM battery is not installed 1c100e. If machine is not plugged in, it doesn't allow MA to use it. Once plugged it works but same message appears. Welch Allyn - 71XX - Connex Spot Monitor Asset ID#: 13269238 S/N: 1000008062325 Department: Primary Care Physical Location: 6 https://www.ebiotrack.com/workorder.php?wo=70128
📄 Description
Welch Allyn - Connex Spot Monitor 71XX Oak Street Health Consignment Equipment

Timeline

📞
Case Linked Dec 4, 11:57 AM
Case Number: 00548864
Subject: Oak Street Health - 48 Hour - 124603: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Dec 4, 1:10 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 4, 3:38 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: On Hold
To: Awaiting Parts
Duration in Previous: 2h 27m
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Dec 8, 3:58 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 4d 0h
⏸️
Status: On Hold by Ryan Schwochow Dec 9, 10:15 AM
From: Reschedule
To: On Hold
Duration in Previous: 18h 17m
🚨 67.0 business days
👷
▶
2 Technician Assigned Mar 17, 10:29 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 97d 23h, 0m
⏱️
▶
2 Labor Added Mar 17, 10:40 AM
Labor Added → Status: Completed
✔️
Status: Completed by Samuel Klein
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 14m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 18, 4:35 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 5h
🚨 10.9 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 0h
🧾
▶
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

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00548864
Closed
📦
Parts Order 00086266
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Dec 4, 1:10 PM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03030369 Parts Open 1 $0.00 Dec 8, 3:58 PM
WL-03030370 Expenses Open 1 $23.10 Dec 8, 3:58 PM
WL-03147058 Labor Open 1 $122.57 Mar 17, 10:40 AM

Details