Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327777 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Deshler Park — 1500 Lockbourne Road, Columbus OH, 43206-3736

Dec 23, 2025 → Jan 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✓ SLA Met (29 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Jan 15, 2026)
▶ Clock Running
Status: Created
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: On Hold
Dec 23 → Jan 15, 2026
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 15 of ? biz days used
Created: Dec 23, 2025 Completed: Jan 15, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 23 Created ▶ Running 0 0
Dec 23 → Jan 15 On Hold ▶ Running 15 15
Jan 15 → Jan 15 Assigned ▶ Running 0 15
Dispatch 0.0d
Holding 15.9d (excluded)
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
15.9 days
Billing
12.3 days
Over SLA
Created: Dec 23, 2025 Due: Feb 27, 2026 Completed: Jan 15, 2026 (43 days early)
📅
15.9 days Total Age
⏱️
15.9d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
10.7d 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 #00553785
Virtual Tech L2 Review
Closed
Model: Burdick - ELI 280 Model Type: EKG Asset ID: 13121577 Keeps saying leads off.
Priority
Critical
Origin
Phone
Reason
New Case
Contact
Rashad Barksdale
Owner
Virtual Tech
Created
Dec 23, 2025
Work Orders from this Case (3)
WO-01327777 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Dec 23, 2025 • Closed: Jan 15, 2026
WO-01338068 Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 15, 2026 • Closed: Feb 9, 2026
WO-01350591 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 9, 2026 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 233 days old
🚨
Primary Delay 15.9 days stuck in "On Hold"
⏱️
Total Delay 10.7 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
On Hold
15.9d
Closed
1.7d / 1.0d SLA
Ready to Bill
11.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
12-23 Called and left VM with VT Hot line # also sent EKG VT Troubleshooting via email. 1/15 sent follow up email to site
🔍 Technician Findings
site is still havin issues sending hotswap
⚠️ Problem Description
Model: Burdick - ELI 280 Model Type: EKG Asset ID: 13121577 Keeps saying leads off. https://www.ebiotrack.com/workorder.php?wo=70543

Timeline

📞
Case Linked Dec 23, 10:39 AM
Case Number: 00553785
Subject: Virtual Tech L2 Review
Status: Closed
📋
▶
2 Work Order Created Dec 23, 11:30 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 16.0 business days
👷
▶
3 Technician Assigned Jan 15, 1:08 PM
Technician Assigned → Status: Assigned → Labor Added
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 23d 1h, 0m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.46666666666667
📄
Status: Ready to Bill by Diane Patton Jan 16, 10:18 AM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 9m
🚨 11.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 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

Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 business hours
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days

🔗 Related Artifacts

📞
Case 00553785
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 23, 11:30 AM
Invoice #
SM-252835

Work Details (1)

Name Type Status Qty Amount Date
WL-03066309 Labor Open 0.46666666666667 $61.29 Jan 15, 1:08 PM

Details