Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327114 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Chinatown — 2335 S. Wentworth Ave., Ste B, Chicago IL, 60616

Dec 18, 2025 → Jan 30, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 23, 2025
🕐 Clock stopped: Completed (Jan 30)
✗ SLA Missed (37d late)
Dispatch 0.0d
Holding 22.0d (excluded)
Coordinators 11.1d
Field Work 1.4d
Billing 3.3d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
22.0 days
Coordinators
11.1 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
3.3 days
Over SLA
Created: Dec 18, 2025 Due: Jan 30, 2026 Completed: Jan 30, 2026 (on time)
📅
31.7 days Total Age
⏱️
22.0d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
9.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552578
L2 review
Closed
BP machine -inaccurate BP results, higher than they should be reading sn-(21)100056252125
Priority
High
Origin
Phone
Reason
New Case
Contact
Ethan Tat
Owner
Virtual Tech
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327114 (current) Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Dec 18, 2025 • Closed: Jan 30, 2026
Completed with minor delays
Invoiced • 147 days old
🚨
Primary Delay 22.0 days stuck in "On Hold"
⏱️
Total Delay 9.3 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
8.0d / 0.5d SLA
On Hold
22.0d
Scheduled
2.5d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/27/2026 CRamen spoke with Judith and scheduled for Thursday 1/29/2026 with tech arrival between 10-12


1/27/26 SBerry: Secondary contact added to special instructions. Main POC confirmed. Due date updated. WO moved to RFS

12/29 KKelch placed on hold due to 3 failed attempts to schedule

12/24 KKelch called Ethan to schedule for 12/29 between 12 and 2 pm. Left VM.

12/22 KKelch called Ethan to schedule for 12/23 between 2 and 4 pm. Left VM, sent email. 

12/18 KKelch called Ethan to schedule for 12/22 between 8 and 10 am. Left VM.

🔧 Work Performed
Perfomed NIBP Function Tests Results: Tested at 120/80 mmHg (Systolic/Diastolic) – All Passed Tested at 190/120 mmHg (Systolic/Diastolic) – Alled Passed Tested at 80/40 mmHg (Systolic/Diastolic) – All Pssed Advised changing worn out cuffs
🔍 Technician Findings
Inspected three BP machines, including the unit reported by the customer to be displaying elevated readings.
⚠️ Problem Description
BP machine -inaccurate BP results, higher than they should be reading sn-(21)100056252125 https://www.ebiotrack.com/workorder.php?wo=70440

Timeline

📞
Case Linked Dec 17, 3:47 PM
Case Number: 00552578
Subject: L2 review
Status: Closed
📋
▶
2 Work Order Created Dec 18, 7:56 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 18, 11:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 18m
⚠️ 8.0 business days
🆕
Status: Entered by Kaitlyn Kelch Dec 29, 11:04 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 10d 23h, 0m
🚨 22.0 business days
📅
Status: Ready for Scheduling by Scott Berry Jan 27, 1:00 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 29d 1h
👷
▶
4 Technician Assigned Jan 27, 2:53 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 53m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-29T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Jan 29, 1:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
▶
2 3x Labor Added Jan 30, 12:15 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Tech On Site
To: Completed
Duration in Previous: 10h 46m
🏁
Status: Closed by Vincent Nyathi Jan 30, 12:39 AM
From: Completed
To: Closed
Duration in Previous: 22m
📄
Status: Ready to Bill by Diane Patton Jan 30, 10:26 AM
From: Closed
To: Ready to Bill
Duration in Previous: 9h 47m
⏳ 2.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 6h
🧾
▶
2 Invoice Created Feb 3, 2:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m

Bottlenecks

Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.1 business hours
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00552578
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Vincent Nyathi
Scheduled
Jan 29, 11:00 AM
Created
Dec 18, 7:56 AM
Invoice #
SM-252835

Work Details (3)

Name Type Status Qty Amount Date
WL-03084501 Labor Open 1.25 $153.21 Jan 30, 12:15 AM
WL-03084502 Labor Open 0.16666666666667 $0.00 Jan 30, 12:15 AM
WL-03084503 Travel Open 2.6 $0.00 Jan 30, 12:15 AM

Details