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WO-01318813 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

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

Dec 4, 2025 → Apr 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed (13 biz days late)
Active: 70 biz days
Paused: 20 biz days
🕐 Clock stopped: Completed (Apr 15, 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)
14d
▶ Clock Running
Status: Reschedule
Jan 5 → Jan 26, 2026
14 business days (counted)
Running total: 14 of ? biz days used
56d
▶ Clock Running
Status: On Hold
Jan 26 → Apr 15, 2026
56 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 15 → Apr 15, 2026
0 business days (counted)
Running total: 70 of ? biz days used
Created: Dec 4, 2025 Completed: Apr 15, 2026
Show SLA Clock Detail (5 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 26 Reschedule ▶ Running 14 14
Jan 26 → Apr 15 On Hold ▶ Running 56 70
Apr 15 → Apr 15 Assigned ▶ Running 0 70
Dispatch 0.0d
Material Management 20.5d
Holding 56.9d (excluded)
Coordinators 14.6d
Billing 12.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
20.5 days
Over SLA
Holding (excluded from total)
56.9 days
Coordinators
14.6 days
Over SLA
Billing
12.0 days
Over SLA
Created: Dec 4, 2025 Due: Feb 27, 2026 Completed: Apr 15, 2026 (46 days late)
📅
90.5 days Total Age
⏱️
56.9d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
42.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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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 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 4, 2025 • Closed: Dec 4, 2025
WO-01318813 (current) 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 56.9 days stuck in "On Hold"
⏱️
Total Delay 42.1 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
20.5d / 3.0d SLA
Reschedule
14.6d / 2.0d SLA
On Hold
56.9d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

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

🔧 Work Performed
Hot swap shipped to site - Burdick - ELI 280 ASSET ID #: 13201889 SERIAL #: 123110000919 Outbound 1Z01E3E70392570955 Delivered - 1/6/2026 Return 1Z01E3E79099290064
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Work Order #124702 EKG machine is printing EKGs, but the ink on the paper is slowly fading away. It seems that the thermal scanner is the issue. Burdick - ELI 250c Asset ID#: 6059310 S/N: 118370002113 https://www.ebiotrack.com/workorder.php?wo=70145
📄 Description
ECG, BURDICK 280 INTERP 200 ECG STORAGE AM12/USB/LAN Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Dec 4, 2:21 PM
Case Number: 00548941
Subject: Oak Street Health - 48 Hour - 124702: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Dec 4, 3:15 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086260
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 21.0 business days
📦
▶
3 Parts Requested Jan 5, 2:05 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
🚨 15.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jan 26, 11:29 AM
From: Reschedule
To: On Hold
Duration in Previous: 20d 21h
🚨 57.0 business days
⏱️
▶
4 Labor Added Apr 15, 11:16 AM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 78d 22h
✔️
Status: Completed by Ryan Schwochow
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Apr 16, 11:39 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton May 1, 5:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 5h
🧾
▶
2 Invoice Created May 1, 5:33 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 23m

Bottlenecks

Awaiting Parts
Duration: 20.5 business days (threshold: 3.0 business days)
Exceeded by 17.5 business days
Reschedule
Duration: 14.6 business days (threshold: 2.0 business days)
Exceeded by 12.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00548941
Closed
📦
Parts Order 00086260
Closed
📦
Parts Order 00087633
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Dec 4, 3:15 PM
Invoice #
SM-260858

Work Details (3)

Name Type Status Qty Amount Date
WL-03053675 Parts Open 1 $0.00 Jan 5, 2:06 PM
WL-03053676 Expenses Open 1 $36.76 Jan 5, 2:06 PM
WL-03186830 Labor Open 1 $122.57 Apr 15, 11:16 AM

Details