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WO-01326814 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Cypress Houston — 11600 FM 1960 Rd W, Houston TX, 77065

Dec 16, 2025 → Aug 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 20, 2026
✗ SLA Missed (128 biz days late)
Active: 172 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Aug 25, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 16 → Dec 17, 2025
1 business day (not counted)
35d
▶ Clock Running
Status: Reschedule
Dec 17 → Feb 9, 2026
35 business days (counted)
Running total: 35 of ? biz days used
137d
▶ Clock Running
Status: On Hold
Feb 9 → Aug 25, 2026
137 business days (counted)
Running total: 172 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 25 → Aug 25, 2026
0 business days (counted)
Running total: 172 of ? biz days used
▶ Clock Running
Status: Closed
Aug 25 → Aug 25, 2026
0 business days (counted)
Running total: 172 of ? biz days used
Created: Dec 16, 2025 Invoiced: Aug 25, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 17 Awaiting Parts ⏸ Paused 1 —
Dec 17 → Feb 9 Reschedule ▶ Running 35 35
Feb 9 → Aug 25 On Hold ▶ Running 137 172
Aug 25 → Aug 25 Assigned ▶ Running 0 172
Aug 25 → Aug 25 Closed ▶ Running 0 172
Dispatch 0.0d
Material Management 1.6d
Holding 138.0d (excluded)
Coordinators 35.5d
Billing 5.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.6 days
Holding (excluded from total)
138.0 days
Coordinators
35.5 days
Over SLA
Billing
5.7 days
Over SLA
Created: Dec 16, 2025 Due: Feb 20, 2026 Completed: Aug 25, 2026 (185 days late)
📅
173.6 days Total Age
⏱️
138.0d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
37.8d 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 #00552185
HCP L2 Review
Closed
BP tower is not working at all Model: Welch Allyn - ProBP 3400 Model Type: Digital Blood Pressure Device 12970310
Priority
High
Origin
Phone
Reason
New Case
Contact
Taryn Rosado
Owner
Virtual Tech
Created
Dec 16, 2025
Work Orders from this Case (1)
WO-01326814 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Dec 16, 2025 • Closed: Aug 25, 2026
Completed with significant delays
Invoiced • 310 days old
🚨
Primary Delay 138.0 days stuck in "On Hold"
⏱️
Total Delay 37.8 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
1.6d / 3.0d SLA
Reschedule
35.5d / 2.0d SLA
On Hold
138.0d
Closed
1.0d / 1.0d SLA
Ready to Bill
5.3d / 1.0d SLA
Invoice Pending
0.4d / 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 - 

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - ProBP 3400 ASSET ID #: 13367829 SERIAL #:100018524525 Outbound: 1Z01E3E70394074532 Delivered 12/22/2025 __ Expected back for repair: Welch Allyn - ProBP 3400 Asset ID#: 12970310 S/N: 100026293923 Return 1Z01E3E79091347142 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
BP tower is not working at all Welch Allyn - ProBP 3400 Asset ID#: 12970310 S/N: 100026293923 https://www.ebiotrack.com/workorder.php?wo=70411
📄 Description
Welch Allyn - ProBP 3400 - Automatic Digital Blood Pressure Monitor - Multiple Sizes Nylon Cuff 23 - 40 cm Welch Allyn - Oak Street Health Consigned Inventory

Timeline

📞
Case Linked Dec 16, 2:11 PM
Case Number: 00552185
Subject: HCP L2 Review
Status: Closed
📋
▶
3 Work Order Created Dec 16, 2:26 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086838
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Dec 17, 3:00 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 0h
🚨 36.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 9, 10:48 AM
From: Reschedule
To: On Hold
Duration in Previous: 53d 19h
🚨 138.0 business days
⏱️
▶
3 Labor Added Aug 25, 10:02 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 196d 22h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
📄
Status: Ready to Bill by Diane Patton Aug 25, 5:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 47m
⚠️ 5.8 business days
📨
Status: Invoice Pending by Diane Patton Sep 1, 2:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 20h
🧾
▶
2 Invoice Created Sep 1, 6:03 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3h 16m

Bottlenecks

Reschedule
Duration: 35.5 business days (threshold: 2.0 business days)
Exceeded by 33.5 business days
Ready to Bill
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📞
Case 00552185
Closed
📦
Parts Order 00086838
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Dec 16, 2:26 PM
Invoice #
SM-271879

Work Details (3)

Name Type Status Qty Amount Date
WL-03040741 Parts Open 1 $0.00 Dec 17, 3:00 PM
WL-03040742 Expenses Open 1 $23.06 Dec 17, 3:00 PM
WL-03350471 Labor Open 1 $121.00 Aug 25, 10:02 AM

Details