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WO-01325224 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Pleasant Grove, TX — 1515 S. Buckner Blvd., Ste 141, Dallas TX, 75217

Dec 12, 2025 → Mar 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 13, 2026
✗ SLA Missed (10 biz days late)
Active: 52 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Mar 3, 2026)
▶ Clock Running
Status: Created
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 12 → Dec 15, 2025
1 business day (not counted)
37d
▶ Clock Running
Status: Reschedule
Dec 15 → Feb 9, 2026
37 business days (counted)
Running total: 37 of ? biz days used
15d
▶ Clock Running
Status: On Hold
Feb 9 → Mar 3, 2026
15 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 52 of ? biz days used
Created: Dec 12, 2025 Invoiced: Mar 3, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0
Dec 12 → Dec 15 Awaiting Parts ⏸ Paused 1 —
Dec 15 → Feb 9 Reschedule ▶ Running 37 37
Feb 9 → Mar 3 On Hold ▶ Running 15 52
Mar 3 → Mar 3 Assigned ▶ Running 0 52
Dispatch 0.0d
Material Management 2.0d
Holding 16.0d (excluded)
Coordinators 37.8d
Billing 19.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Holding (excluded from total)
16.0 days
Coordinators
37.8 days
Over SLA
Billing
19.6 days
Over SLA
Created: Dec 12, 2025 Due: Feb 13, 2026 Completed: Mar 3, 2026 (17 days late)
📅
54.0 days Total Age
⏱️
37.8d in Reschedule Longest Stage
🔄
7 transitions Status Changes
⚠️
55.7d over Total Delay
📦
1 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 #00551300
Wifi Failure
Closed
Wifi Failure. Model: Welch Allyn - RV700B - RetinaVue 700 Imager Model Type: Visual Analyzer Custom Field: Notes: Asset ID: 13254108 Site: Oak Street Health - Oak Street Health - Pleasant Grove, TX Department:Depreciation Start Date: 2025-07-17Physical Location:Depreciation Term: 7yrsSerial #: 700224200072
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Esther Njuguna
Owner
Derek Reynolds
Created
Dec 12, 2025
Work Orders from this Case (2)
WO-01325224 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Dec 12, 2025 • Closed: Mar 3, 2026
WO-01355274 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 3, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 247 days old
🚨
Primary Delay 37.8 days stuck in "Reschedule"
⏱️
Total Delay 55.7 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
2.0d / 3.0d SLA
Reschedule
37.8d / 2.0d SLA
On Hold
16.0d
Closed
2.3d / 1.0d SLA
Ready to Bill
19.6d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

2/9/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

12-22 DSR Tracking # 1zac26880143633407. Customer sent package to Oak Street. see files for pic


12-19 DSR Dustin Stephens sending RetinaVue to correct location. Sent UPS # so he could forward package to correct address.

12/8 Wargueta - Chatter MM to have them confirm the address it was shipped to - device was delivered to the wrong address.

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - RV700B - RetinaVue 700 Imager ASSET ID #: 13367848 SERIAL #: 70021222025 Shipment 1ZAC26880143633407 Delivered On; Tuesday, December 23 at 11:24 A.M ___ Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID: 13254108 Serial #: 700224200072 RMA Tracking Number 1Z01E3E79091984507 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Hotswap requested
⚠️ Problem Description
Wifi Failure. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID: 13254108 Serial #: 700224200072 https://www.ebiotrack.com/workorder.php?wo=70331
📄 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 12, 10:14 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01325224
Type: SWAPOUT
Priority: PC
📦
▶
2 Parts Requested Dec 12, 10:22 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Dec 15, 12:44 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 2h
🚨 38.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 9, 10:32 AM
From: Reschedule
To: On Hold
Duration in Previous: 55d 21h
🚨 16.0 business days
⏱️
▶
3 2x Labor Added Mar 3, 4:25 PM
2x Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 22d 5h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 2:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:30 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 2h
🧾
▶
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

Reschedule
Duration: 37.8 business days (threshold: 2.0 business days)
Exceeded by 35.8 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 19.6 business days (threshold: 1.0 business days)
Exceeded by 18.6 business days

🔗 Related Artifacts

📞
Case 00551300
Closed
📦
Parts Order 00086684
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Dec 12, 10:19 AM
Invoice #
SM-258111

Work Details (4)

Name Type Status Qty Amount Date
WL-03037940 Parts Open 1 $0.00 Dec 15, 12:44 PM
WL-03037941 Expenses Open 1 $16.02 Dec 15, 12:44 PM
WL-03128352 Labor Open 1 $122.57 Mar 3, 4:25 PM
WL-03128353 Expenses Open 1 $30.80 Mar 3, 4:25 PM

Details