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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324368 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Blue Island — 3046 W 127th St, Blue Island IL, 60406

Dec 8, 2025 → Feb 5, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 11, 2025
🕐 Clock stopped: Tech Off Site (Feb 5)
⏸ 27d excluded (parts wait + holding)
✗ SLA Missed (28d late)
Dispatch 0.0d
Material Management 19.0d
Holding 11.0d (excluded)
Coordinators 15.0d
Field Work 6.2d
Incomplete 1.0d (excluded)
Billing 38.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
19.0 days
Over SLA
Holding (excluded from total)
11.0 days
Coordinators
15.0 days
Over SLA
Field Work
6.2 days
Over SLA
Incomplete (excluded from total)
1.0 days
Billing
38.9 days
Over SLA
Created: Dec 8, 2025 Due: Feb 6, 2026 Completed: Feb 6, 2026 (on time)
📅
43.9 days Total Age
⏱️
18.7d in Ready to Bill Longest Stage
🔄
31 transitions Status Changes
⚠️
61.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 11, 2025
Visit 2 Jan 30, 2026
Visit 3 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546661
L2 review
Closed
EKG machine Asset ID 6231899 when they connect cable, it still shows not connected (something wrong with the cables?)
Priority
High
Origin
Phone
Reason
New Case
Contact
Sandra Ocampo
Owner
Virtual Tech
Created
Nov 25, 2025
Work Orders from this Case (3)
WO-01317295 Invoiced
Virtual Tech • Virtual Tech
Created: Nov 26, 2025 • Closed: Dec 15, 2025
WO-01324368 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Dec 8, 2025 • Closed: Feb 5, 2026
WO-01324369 Invoiced
Virtual Tech - Field Repair • Ryan Byer
Created: Dec 8, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 157 days old
🚨
Primary Delay 18.7 days stuck in "Ready to Bill"
⏱️
Total Delay 61.5 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
Ready for Scheduling
0.7d / 1.0d SLA
Assigned
5.7d / 0.5d SLA
Completed
4.9d / 1.0d SLA
Incomplete
1.0d
Awaiting Parts
19.0d / 3.0d SLA
Reschedule
5.4d / 2.0d SLA
On Hold
11.0d
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
33.8d / 1.0d SLA
Billing Review
5.0d / 2.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Mismatch


2/3/26 RBerry- updated due date based on parts.

2/2/2026 CRamen 1Z01E3E70393533574 no eta on delivery yet


1/29/2026 CRamen LYoder in scheduling meeting to assign to JKuehl for next week


 1/27/2026 CRamen left a vm for John to return call to schedule for Friday 1/30/2026 with tech arrival between 8-10am. 


1/27/2026 CRamen left a vm for Sandra to return call to schedule for Friday 1/30/2026 with tech arrival between 8-10am. 


1/27/26 SBerry: Secondary contact added to special instructions. Main POC confirmed with account POC. WO moved to RFS


1/13/2026 CRamen returning to dispatch, placing on Hold and escalating to AM. POC not responding


1/12/2026 CRamen left a vm for a returned call to schedule for Thursday


1/9/2026 CRamen called and left a vm for Sandra to return call to schedule. 


1/8/2026 CRamen called and left a vm for Sandra to return call to schedule. 


1/7/2026 CRamen left a vm for a returned call to schedule for Monday 1/12/2026 with tech arrival between 8-10am. Logged email. Placeholder set


1/6/2026 CRamen delivered 12/29


12/8/2025 CRamen spoke with Sandra and scheduled for Thursday 12/11/2025 with tech arrival between 12-2pm. Call logged on WO-01324368

🔧 Work Performed
Tested unit with a simulator. The heart rate was stable, but at the connection of the leadwires to the module, a little flex of the leadwire would cause the reading to become erratic. Replaced leadwires with a set that I had in my trunk stock. The readings were much clearer. However, I will mark it for follow up since I believe the site would benefit from a new set of clips as well. 1-30-26 JK Tested units and found cables were good. I put on the new connectors and they are causing a staticky signal. I'm ordering in new connectors. Also unit 6231899 needs a new battery. 2-5-26 JK Installed new connectors on lead ends. Performed successful functional tests.
🔍 Technician Findings
The leadwires appear faulty. 1-30-26 JK New connectors causing issue.
⚠️ Problem Description
EKG machine Asset ID 13095004 when they connect cable, it still shows not connected (something wrong with the cables?) https://www.ebiotrack.com/workorder.php?wo=70212

Timeline

📞
Case Linked Nov 25, 10:51 AM
Case Number: 00546661
Subject: L2 review
Status: Closed
🚨 10.0 business days
📋
▶
2 Work Order Created Dec 8, 2:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Dec 8, 3:03 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-11T19:00:00.000+0000
⏳ 4.0 business days
🔩
▶
2 4x Parts Added Dec 11, 11:31 PM
4x Parts Added → Status: Incomplete
⚠️
Status: Incomplete by Ryan Byer
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 3d 8h, 0m
📦
▶
2 Parts Requested Dec 12, 9:02 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Incomplete
To: Awaiting Parts
Duration in Previous: 9h 28m
🚨 18.0 business days
🔩
▶
2 2x Parts Added Jan 6, 3:50 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 25d 6h
⚠️ 6.0 business days
🆕
Status: Entered by Charles Ramen Jan 13, 11:15 AM
From: Reschedule, Entered
To: Entered, Reschedule
Duration in Previous: 6d 19h, 0m
⏸️
Status: On Hold by Charles Ramen Jan 13, 11:22 AM
From: Reschedule
To: On Hold
Duration in Previous: 7m
🚨 11.0 business days
📅
Status: Ready for Scheduling by Scott Berry Jan 27, 12:50 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 14d 1h
👷
▶
2 Technician Assigned Jan 27, 12:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
⏳ 3.0 business days
🆕
▶
2 Status: Entered Jan 29, 2:28 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
📅
▶
2 Dispatch Scheduled Jan 29, 5:25 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jonathan Kuehl
From: Assigned
To: Scheduled
Duration in Previous: 2h 56m
🔧
Status: Tech On Site by Jonathan Kuehl Jan 30, 11:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 46m
🚗
Status: Tech Off Site by Jonathan Kuehl Jan 30, 12:16 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 5m
⏱️
▶
3 3x Labor Added Jan 30, 8:15 PM
3x Labor Added → Status: Incomplete → Status: Completed
⚠️
Status: Incomplete by Jonathan Kuehl
From: Completed, Tech Off Site
To: Incomplete, Completed
Duration in Previous: 8h 0m
✔️
Status: Completed by Jonathan Kuehl
From: Incomplete
To: Completed
Duration in Previous: 2m
📦
▶
2 Parts Requested Jan 30, 8:22 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Jonathan Kuehl
From: Completed
To: Awaiting Parts
Duration in Previous: 2m
⏳ 1.5 business days
📅
Status: Ready for Scheduling by MELISSA BARRETT Feb 2, 9:03 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 12h
🔩
2x Parts Added Feb 2, 9:12 AM
Type: Parts, Expenses
Status: Open
Qty: 2, 1
🆕
▶
2 Status: Entered Feb 2, 2:16 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h5A00000GzKACQA3, Jon Kuehl
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Feb 4, 6:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-05T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Feb 5, 12:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 5, 1:11 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 34m
✔️
Status: Completed by Jonathan Kuehl Feb 5, 9:40 PM
From: Tech Off Site
To: Completed
Duration in Previous: 8h 28m
⏱️
▶
2 3x Labor Added Feb 5, 9:47 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 9m
⏳ 2.3 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 9:57 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 12h
🚨 15.0 business days
💵
Status: Billing Review by Diane Patton Feb 28, 1:09 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 19d 3h
⚠️ 5.0 business days
📄
Status: Ready to Bill by Scott Berry Mar 6, 12:47 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 23h
💵
▶
2 Status: Billing Review Mar 6, 1:26 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
🚨 19.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 3h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Completed
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Reschedule
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Billing Review
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 18.7 business days (threshold: 1.0 business days)
Exceeded by 17.7 business days

🔗 Related Artifacts

📞
Case 00546661
Closed
📦
Parts Order 00086676
Closed
📦
Parts Order 00089460
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 5, 3:00 PM
Created
Dec 8, 2:37 PM
Invoice #
SM-258111

Work Details (14)

Name Type Status Qty Amount Date
WL-03035391 Parts Open 1 $0.00 Dec 11, 11:31 PM
WL-03035392 Labor Open 1 $122.57 Dec 11, 11:31 PM
WL-03035393 Labor Open 0.5 $61.29 Dec 11, 11:31 PM
WL-03035394 Travel Open 22 - Dec 11, 11:31 PM
WL-03055117 Parts Open 1 $41.85 Jan 6, 3:50 PM
WL-03055118 Expenses Open 1 $14.15 Jan 6, 3:50 PM
WL-03086095 Labor Open 0.33333333333333 $61.29 Jan 30, 8:15 PM
WL-03086096 Labor Open 1.1 $153.21 Jan 30, 8:15 PM
WL-03086097 Travel Open 8 - Jan 30, 8:15 PM
WL-03087617 Parts Open 2 $83.70 Feb 2, 9:12 AM
WL-03087618 Expenses Open 1 $12.28 Feb 2, 9:12 AM
WL-03094400 Labor Open 0.51666666666667 $91.93 Feb 5, 9:47 PM
WL-03094401 Labor Open 0.56666666666667 $91.93 Feb 5, 9:47 PM
WL-03094402 Travel Open 10 - Feb 5, 9:47 PM

Details