Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324369 ↗ 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 → Dec 11, 2025

✅ Completed
P3 3 business days from creation
Target: Dec 11, 2025
🕐 Clock stopped: Completed (Dec 12)
✗ SLA Missed
Dispatch 0.0d
Coordinators 4.1d
Field Work 0.0d
Billing 15.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.1 days
Over SLA
Field Work
0.0 days
Billing
15.0 days
Over SLA
Created: Dec 8, 2025 Due: Dec 11, 2025 Completed: Dec 12, 2025 (on time)
📅
4.1 days Total Age
⏱️
15.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
16.0d 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

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 Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Dec 8, 2025 • Closed: Feb 5, 2026
WO-01324369 (current) 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 15.0 days stuck in "Ready to Bill"
⏱️
Total Delay 16.0 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
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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
Switched the cable to the correct USB port. Tested the unit with simulator, all readings were good.
🔍 Technician Findings
Customer had plugged the ECG cable into the wrong USB
⚠️ Problem Description
EKG machine Asset ID 6231899 when they connect cable, it still shows not connected (something wrong with the cables?) https://www.ebiotrack.com/workorder.php?wo=70213

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, 2:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Dec 8, 3:07 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 25m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-11T19:00:00.000+0000
⏳ 4.0 business days
✔️
Status: Completed by Ryan Byer Dec 11, 11:26 PM
From: Scheduled
To: Completed
Duration in Previous: 3d 8h
⏱️
▶
2 Labor Added Dec 11, 11:32 PM
Labor Added → Status: Closed
🏁
Status: Closed by Ryan Byer
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 1.1 business days
📄
Status: Ready to Bill by Diane Patton Dec 13, 1:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
🚨 15.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:11 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 20d 4h
🧾
▶
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

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00546661
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Ryan Byer
Scheduled
Dec 11, 2:00 PM
Created
Dec 8, 2:41 PM
Invoice #
SM-250448

Work Details (1)

Name Type Status Qty Amount Date
WL-03035395 Labor Open 0.5 $61.29 Dec 11, 11:32 PM

Details