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WO-01318776 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Chamberlayne — 5246 Chamberlayne Rd, Richmond VA, 23227

Dec 4, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✓ SLA Met (4 biz days early)
Active: 19 biz days
Paused: 20 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸20d
⏸ Clock Paused
Status: Awaiting Parts
Dec 4 → Jan 5, 2026
20 business days (not counted)
11d
▶ Clock Running
Status: Reschedule
Jan 5 → Jan 21, 2026
11 business days (counted)
Running total: 11 of ? biz days used
8d
▶ Clock Running
Status: On Hold
Jan 21 → Feb 2, 2026
8 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 19 of ? biz days used
Created: Dec 4, 2025 Completed: Feb 2, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0
Dec 4 → Jan 5 Awaiting Parts ⏸ Paused 20 —
Jan 5 → Jan 21 Reschedule ▶ Running 11 11
Jan 21 → Feb 2 On Hold ▶ Running 8 19
Feb 2 → Feb 2 Assigned ▶ Running 0 19
Feb 2 → Feb 2 Tech On Site ▶ Running 0 19
Dispatch 0.0d
Material Management 20.6d
Holding 8.6d (excluded)
Coordinators 11.7d
Field Work 0.0d
Billing 17.4d
✓ SLA Met
Dispatch
0.0 days
Material Management
20.6 days
Over SLA
Holding (excluded from total)
8.6 days
Coordinators
11.7 days
Over SLA
Field Work
0.0 days
Billing
17.4 days
Over SLA
Created: Dec 4, 2025 Due: Feb 6, 2026 Completed: Feb 2, 2026 (4 days early)
📅
39.6 days Total Age
⏱️
20.6d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
44.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00548884
Oak Street Health - 48 Hour - 124638: New Work Order Assigned
Closed
Work Order #124638 Work Order Description: EKG as it is not working again and light on lead connection is orange.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ericka Burcher
Owner
Virtual Tech
Created
Dec 4, 2025
Work Orders from this Case (4)
WO-01318776 (current) Invoiced
SWAPOUT • Samuel A Klein
Created: Dec 4, 2025 • Closed: Feb 2, 2026
WO-01349218 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 2, 2026 • Closed: Feb 3, 2026
WO-01349262 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 3, 2026 • Closed: Feb 3, 2026
WO-01349266 Invoiced
Depot • Samuel A Klein
Created: Feb 3, 2026 • Closed: Jul 23, 2026
Completed with significant delays
Invoiced • 252 days old
🚨
Primary Delay 20.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 44.0 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
20.6d / 3.0d SLA
Reschedule
11.7d / 2.0d SLA
On Hold
8.6d
Tech On Site
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
17.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/21/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

1-5 DSR Sent email with Parts BackOrder status.

🔧 Work Performed
Received unit into Depot. Preparing for Hotswap. Shipping Hot swap to site: Burdick - ELI 280 ASSET ID #: 13367803 SERIAL #: 124050001259 Shipment Tracking Number 1Z01E3E70390690070 Delivered - 1/7/2026 Expected back for repair Burdick - ELI 280 Asset ID# 12946609 S/N: 123110000954 Return 1Z01E3E79099917208 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Received EKG into Depot. Preparing for Repair/PM to place on Hotswap shelf.
⚠️ Problem Description
Work Order #124638 EKG as it is not working again and light on lead connection is orange. Burdick - ELI 280 Asset ID# 12946609 S/N: 123110000954 https://www.ebiotrack.com/workorder.php?wo=70133
📄 Description
ECG, BURDICK 280 INTERP 200 ECG STORAGE AM12/USB/LAN Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Dec 4, 12:31 PM
Case Number: 00548884
Subject: Oak Street Health - 48 Hour - 124638: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Dec 4, 2:14 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086241
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 21.0 business days
📦
▶
3 Parts Requested Jan 5, 1:04 PM
Parts Requested → 2x Parts Added → Status: Reschedule
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 31d 22h
🚨 12.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jan 21, 2:26 PM
From: Reschedule
To: On Hold
Duration in Previous: 16d 1h
⚠️ 9.0 business days
👷
▶
4 Technician Assigned Feb 2, 4:53 PM
Technician Assigned → Status: Assigned → Labor Added → Status: Completed
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 12d 2h, 0m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Samuel Klein
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 3, 3:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 28m
🚨 18.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 21h
🧾
▶
2 Invoice Created Feb 28, 1:18 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m

Bottlenecks

Awaiting Parts
Duration: 20.6 business days (threshold: 3.0 business days)
Exceeded by 17.6 business days
Reschedule
Duration: 11.7 business days (threshold: 2.0 business days)
Exceeded by 9.7 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready to Bill
Duration: 17.4 business days (threshold: 1.0 business days)
Exceeded by 16.4 business days

🔗 Related Artifacts

📞
Case 00548884
Closed
📦
Parts Order 00086241
Closed
📦
Parts Order 00087630
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Dec 4, 2:14 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03053596 Parts Open 1 $0.00 Jan 5, 1:04 PM
WL-03053597 Expenses Open 1 $24.51 Jan 5, 1:04 PM
WL-03088453 Labor Open 0.5 $61.29 Feb 2, 4:57 PM

Details