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WO-01318809 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Little Village, IL — 3010 W 26th St, Chicago IL, 60623

Dec 4, 2025 → Dec 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 2, 2026
✓ SLA Met (19 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Dec 4, 2025)
0d
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Dec 4, 2025 Completed: Dec 4, 2025
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0
Dec 4 → Dec 4 Assigned ▶ Running 0 0
Dispatch 0.0d
Coordinators 0.0d
Field Work 0.0d
Billing 18.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.0 days
Field Work
0.0 days
Billing
18.2 days
Over SLA
Created: Dec 4, 2025 Due: Jan 2, 2026 Completed: Dec 4, 2025 (29 days early)
📅
0.0 days Total Age
⏱️
18.2d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
17.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00548941
Oak Street Health - 48 Hour - 124702: New Work Order Assigned
Closed
Work Order #124702 Work Order Description: EKG machine is printing EKGs, but the ink on the paper is slowly fading away. It seems that the thermal scanner is the issue.
Priority
Standard
Origin
Email
Reason
New Case
Contact
alejandra delavega
Owner
Virtual Tech
Created
Dec 4, 2025
Work Orders from this Case (3)
WO-01318809 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Dec 4, 2025 • Closed: Dec 4, 2025
WO-01318813 Invoiced
SWAPOUT • Ryan Schwochow
Created: Dec 4, 2025 • Closed: Apr 15, 2026
WO-01368762 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Apr 15, 2026 • Closed: Apr 15, 2026
Completed with significant delays
Invoiced • 254 days old
🚨
Primary Delay 18.2 days stuck in "Ready to Bill"
⏱️
Total Delay 17.6 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
Assigned
0.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
18.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
unit needs new thermal print head and battery - sending hotswap to the location to have the device repaired in the depot.
🔍 Technician Findings
unit needs new thermal print head and battery - sending hotswap to the location to have the device repaired in the depot.
⚠️ Problem Description
Work Order #124702 Work Order Description: EKG machine is printing EKGs, but the ink on the paper is slowly fading away. It seems that the thermal scanner is the issue. https://www.ebiotrack.com/workorder.php?wo=70143

Timeline

📞
Case Linked Dec 4, 2:21 PM
Case Number: 00548941
Subject: Oak Street Health - 48 Hour - 124702: New Work Order Assigned
Status: Closed
📋
Work Order Created Dec 4, 3:10 PM
Work Order: WO-01318809
Type: Virtual Tech
Priority: PC
⏱️
▶
5 Labor Added Dec 4, 3:30 PM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Entered
To: Assigned
Duration in Previous: 19m
✔️
Status: Completed by Wendy Argueta
From: Assigned
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 5, 5:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
🚨 18.8 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 28d 0h
🧾
▶
2 Invoice Created Jan 2, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 18.2 business days (threshold: 1.0 business days)
Exceeded by 17.2 business days

🔗 Related Artifacts

📞
Case 00548941
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 4, 3:10 PM
Invoice #
SM-250448

Work Details (1)

Name Type Status Qty Amount Date
WL-03026614 Labor Open 0.46666666666667 $61.29 Dec 4, 3:30 PM

Details