Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01325215 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - North Side — 1950 Ephriham Avenue, Fort Worth TX, 76164

Dec 12, 2025 → Dec 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 12, 2025
✗ SLA Missed (1 biz days late)
Active: 1 biz days
Paused: 6 biz days
🕐 Clock stopped: Invoiced (Dec 23, 2025)
▶ Clock Running
Status: Created
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Dec 12 → Dec 22, 2025
6 business days (not counted)
1d
▶ Clock Running
Status: L2 Review
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Dec 12, 2025 Invoiced: Dec 23, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0
Dec 12 → Dec 22 Awaiting Parts ⏸ Paused 6 —
Dec 22 → Dec 23 L2 Review ▶ Running 1 1
Dec 23 → Dec 23 Completed ▶ Running 0 1
Dec 23 → Dec 23 Assigned ▶ Running 0 1
Dispatch 0.0d
Material Management 7.0d
Field Work 0.0d
Billing 6.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.0 days
Over SLA
Field Work
0.0 days
Billing
6.7 days
Over SLA
Created: Dec 12, 2025 Due: Dec 12, 2025 Completed: Dec 23, 2025 (10 days late)
📅
8.0 days Total Age
⏱️
7.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
9.6d 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 #00534397
Oak Street Health - 24 Hour - 101505: New Work Order Assigned
Closed
Work Order #101505 Work Order Description: Lab refrigerator is not longer working.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Teresi Cole
Owner
Virtual Tech
Created
Oct 9, 2025
Work Orders from this Case (5)
WO-01308662 Invoiced
Virtual Tech • Virtual Tech
Created: Oct 9, 2025 • Closed: Oct 9, 2025
WO-01308666 Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Oct 9, 2025 • Closed: Dec 31, 2025
WO-01325215 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 12, 2025 • Closed: Dec 23, 2025
WO-01328015 Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Dec 24, 2025 • Closed: Jan 7, 2026
WO-01328442 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 30, 2025 • Closed: Jan 2, 2026
Completed with minor delays
Invoiced • 244 days old
🚨
Primary Delay 7.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 9.6 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
7.0d / 3.0d SLA
L2 Review
2.0d
Completed
0.0d / 1.0d SLA
Closed
0.6d / 1.0d SLA
Ready to Bill
6.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Replacement shipped from depot
🔍 Technician Findings
Replacement shipped from depot
⚠️ Problem Description
Work Order #101505 Work Order Description: Lab refrigerator is not longer working. https://www.ebiotrack.com/workorder.php?wo=70328

Timeline

📞
Case Linked Oct 9, 3:18 PM
Case Number: 00534397
Subject: Oak Street Health - 24 Hour - 101505: New Work Order Assigned
Status: Closed
🚨 43.0 business days
📋
▶
3 Work Order Created Dec 12, 9:59 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086682
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 7.0 business days
🔩
▶
2 2x Parts Added Dec 22, 10:06 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Sean Weaver
From: Awaiting Parts
To: L2 Review
Duration in Previous: 10d 0h
✔️
▶
4 Status: Completed Dec 23, 9:29 AM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Dec 23, 2:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 30m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:11 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 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

Awaiting Parts
Duration: 7.0 business days (threshold: 3.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 6.6 business days (threshold: 1.0 business days)
Exceeded by 5.6 business days

🔗 Related Artifacts

📞
Case 00534397
Closed
📦
Parts Order 00086682
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 12, 9:59 AM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03045016 Parts Open 1 $2,438.67 Dec 22, 10:06 AM
WL-03045017 Expenses Open 1 $60.50 Dec 22, 10:06 AM
WL-03046035 Labor Open 1 $122.57 Dec 23, 9:30 AM

Details