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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324226 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Sutter Ave, NY — 455 Sutter Ave, Brooklyn NY, 11212

Dec 8, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✓ SLA Met (4 biz days early)
Active: 3 biz days
Paused: 34 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸34d
⏸ Clock Paused
Status: Awaiting Parts
Dec 8 → Jan 28, 2026
34 business days (not counted)
3d
▶ Clock Running
Status: L2 Review
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Completed
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 3 of ? biz days used
Created: Dec 8, 2025 Completed: Feb 2, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0
Dec 8 → Jan 28 Awaiting Parts ⏸ Paused 34 —
Jan 28 → Feb 2 L2 Review ▶ Running 3 3
Feb 2 → Feb 2 Completed ▶ Running 0 3
Feb 2 → Feb 2 Assigned ▶ Running 0 3
Dispatch 0.0d
Material Management 35.0d
Coordinators 0.0d
Billing 17.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
35.0 days
Over SLA
Coordinators
0.0 days
Billing
17.0 days
Over SLA
Created: Dec 8, 2025 Due: Feb 6, 2026 Completed: Feb 2, 2026 (4 days early)
📅
38.0 days Total Age
⏱️
35.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
50.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549327
L2 review - HCP
Closed
Follow up to WO-01308574 Inspection #: 30603 Asset ID: 6062208 Serial #: N/A Model: WaterPik - WaterFlosser Notes: All Operational Tests failed and Returned to Service. MISSING POWER CORD/ CHARGER.
Priority
Standard
Origin
Email
Reason
New Case
Contact
samuella israel
Owner
Virtual Tech
Created
Dec 5, 2025
Work Orders from this Case (1)
WO-01324226 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 8, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 248 days old
🚨
Primary Delay 35.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 50.0 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
35.0d / 3.0d SLA
L2 Review
3.7d
Assigned
0.0d / 0.5d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

https://www.ups.com/track?track=yes&trackNums=1Z01E3E70395809362&loc=en_US&requester=ST/trackdetails


Your shipment

1Z01E3E70395809362

Estimated delivery

Tomorrow, January 30, between 10:15 A.M. - 2:15 P.M. 

Ship To

🔧 Work Performed
researched the correct model and ordered replacement for location
🔍 Technician Findings
researched the correct model and ordered replacement for location
⚠️ Problem Description
Follow up to WO-01308574 Inspection #: 30603 Asset ID: 6062208 Serial #: N/A Model: WaterPik - WaterFlosser Notes: All Operational Tests failed and Returned to Service. MISSING POWER CORD/ CHARGER. https://www.ebiotrack.com/workorder.php?wo=70195

Timeline

📞
Case Linked Dec 5, 2:59 PM
Case Number: 00549327
Subject: L2 review - HCP
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Dec 8, 8:36 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086375
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 35.0 business days
🔩
▶
2 2x Parts Added Jan 28, 1:21 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Sean Weaver
From: Awaiting Parts
To: L2 Review
Duration in Previous: 51d 4h
⏳ 4.0 business days
✔️
▶
4 Status: Completed Feb 2, 11:01 AM
Status: Completed → Labor Added → Technician Assigned → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.35
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 4, 9:31 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 3h
🧾
▶
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: 35.0 business days (threshold: 3.0 business days)
Exceeded by 32.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00549327
Closed
📦
Parts Order 00086375
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 8, 8:36 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03081644 Parts Open 1 $204.55 Jan 28, 1:21 PM
WL-03081645 Expenses Open 1 $18.67 Jan 28, 1:21 PM
WL-03087808 Labor Open 0.35 $61.29 Feb 2, 11:01 AM

Details