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Detailed work order timeline, KPIs, and analysis

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WO-01324137 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - North Fayetteville — 103 Country Club Drive, Fayetteville NC, 28301

Dec 5, 2025 → Feb 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 26, 2025
✗ SLA Missed (30 biz days late)
Active: 44 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
▶ Clock Running
Status: Created
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 5 → Dec 9, 2025
2 business days (not counted)
24d
▶ Clock Running
Status: Reschedule
Dec 9 → Jan 14, 2026
24 business days (counted)
Running total: 24 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 14 → Jan 14, 2026
0 business days (not counted)
7d
▶ Clock Running
Status: Reschedule
Jan 14 → Jan 26, 2026
7 business days (counted)
Running total: 31 of ? biz days used
13d
▶ Clock Running
Status: On Hold
Jan 26 → Feb 12, 2026
13 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 44 of ? biz days used
Created: Dec 5, 2025 Completed: Feb 12, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 5 → Dec 5 Created ▶ Running 0 0
Dec 5 → Dec 9 Awaiting Parts ⏸ Paused 2 —
Dec 9 → Jan 14 Reschedule ▶ Running 24 24
Jan 14 → Jan 14 Awaiting Parts ⏸ Paused 0 —
Jan 14 → Jan 26 Reschedule ▶ Running 7 31
Jan 26 → Feb 12 On Hold ▶ Running 13 44
Feb 12 → Feb 12 Assigned ▶ Running 0 44
Dispatch 0.0d
Material Management 2.6d
Holding 13.9d (excluded)
Coordinators 32.3d
Billing 9.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.6 days
Holding (excluded from total)
13.9 days
Coordinators
32.3 days
Over SLA
Billing
9.9 days
Over SLA
Created: Dec 5, 2025 Due: Dec 26, 2025 Completed: Feb 12, 2026 (47 days late)
📅
46.5 days Total Age
⏱️
24.4d in Reschedule Longest Stage
🔄
9 transitions Status Changes
⚠️
38.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549339
WO-01316250
Closed
Welch Allyn Retnivue Lense is not moving over to each eye. Customer is thinking its a hardware issue. Asset number was rubbed off. RV700B - RetinaVue 700 Imager Visual Analyzer 6277982
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Yarinel Rodriguez-Rivera
Owner
Wendy Argueta
Created
Dec 5, 2025
Work Orders from this Case (2)
WO-01324137 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Dec 5, 2025 • Closed: Feb 12, 2026
WO-01351304 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 12, 2026 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 251 days old
🚨
Primary Delay 24.4 days stuck in "Reschedule"
⏱️
Total Delay 38.2 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
2.6d / 3.0d SLA
Reschedule
32.3d / 2.0d SLA
On Hold
13.9d
Closed
2.0d / 1.0d SLA
Ready to Bill
9.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

🔧 Work Performed
Shipping hot swap to site: SERIAL #: (21)700233200027 ASSET ID #: 13254085 Outbound 1Z01E3E70390371307 Delivered 12/11/2025 Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 6277982 S/N: 700211210172 Return 1Z01E3E79096276335 recieved 02/12/2026
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Welch Allyn Retnivue Lense is not moving over to each eye. Customer is thinking its a hardware issue. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 6277982 S/N: 700211210172 https://www.ebiotrack.com/workorder.php?wo=70187
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
▶
2 Case Linked Dec 5, 3:16 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01324137
Type: SWAPOUT
Priority: PC
📦
▶
2 Parts Requested Dec 5, 3:22 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Dec 9, 4:09 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 4d 0h
🚨 25.0 business days
📦
▶
2 Parts Requested Jan 14, 10:06 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Reschedule
To: Awaiting Parts
Duration in Previous: 35d 17h
💵
▶
2 Expenses Added Jan 14, 11:32 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 25m
⚠️ 8.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jan 26, 11:42 AM
From: Reschedule
To: On Hold
Duration in Previous: 12d 0h
🚨 14.0 business days
⏱️
▶
3 Labor Added Feb 12, 10:16 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 16d 22h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 11:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 1h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 90.9 business days
🧾
Invoice Created Jul 9, 8:12 AM
Invoice Number: SM-255246

Bottlenecks

Reschedule
Duration: 24.4 business days (threshold: 2.0 business days)
Exceeded by 22.4 business days
Reschedule
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 9.9 business days (threshold: 1.0 business days)
Exceeded by 8.9 business days

🔗 Related Artifacts

📞
Case 00549339
Closed
📦
Parts Order 00086353
Closed
📦
Parts Order 00088238
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Dec 5, 3:21 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03031752 Parts Open 1 $0.00 Dec 9, 4:09 PM
WL-03031753 Expenses Open 1 $14.59 Dec 9, 4:09 PM
WL-03064581 Expenses Open 1 $18.07 Jan 14, 11:32 AM
WL-03102715 Labor Open 1 $122.57 Feb 12, 10:16 AM

Details