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WO-01328066 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Cedar Grove — 653 W 70th St, Shreveport LA, 71106

Dec 24, 2025 → Feb 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✓ SLA Met (13 biz days early)
Active: 29 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Feb 9, 2026)
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 24 → Dec 26, 2025
1 business day (not counted)
29d
▶ Clock Running
Status: Reschedule
Dec 26 → Feb 9, 2026
29 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Closed
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 29 of ? biz days used
Created: Dec 24, 2025 Invoiced: Feb 9, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0
Dec 24 → Dec 26 Awaiting Parts ⏸ Paused 1 —
Dec 26 → Feb 9 Reschedule ▶ Running 29 29
Feb 9 → Feb 9 Assigned ▶ Running 0 29
Feb 9 → Feb 9 Closed ▶ Running 0 29
Dispatch 0.0d
Material Management 1.5d
Coordinators 29.9d
Billing 12.7d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
29.9 days
Over SLA
Billing
12.7 days
Over SLA
Created: Dec 24, 2025 Due: Feb 27, 2026 Completed: Feb 9, 2026 (18 days early)
📅
30.5 days Total Age
⏱️
29.9d in Reschedule Longest Stage
🔄
6 transitions Status Changes
⚠️
40.6d 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 #00554151
Oak Street Health - 48 Hour - 132658: New Work Order Assigned
Closed
Oak Street Work Order #132658 Work Order Description: Can someone assist in providing a new retinavue machine. We have received to refurbished replacement that do not work.
Priority
Standard
Origin
Email
Reason
New Case
Contact
sasha johnson
Owner
Virtual Tech
Created
Dec 24, 2025
Work Orders from this Case (3)
WO-01328066 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Dec 24, 2025 • Closed: Feb 9, 2026
WO-01350520 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 9, 2026 • Closed: Feb 11, 2026
WO-01418655 Ready to Bill
Virtual Tech - Depot • Ryan Schwochow
Created: Aug 6, 2026 • Closed: Aug 6, 2026
Completed with significant delays
Invoiced • 232 days old
🚨
Primary Delay 29.9 days stuck in "Reschedule"
⏱️
Total Delay 40.6 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
1.5d / 3.0d SLA
Reschedule
29.9d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - RV700B - RetinaVue 700 Imager ASSET ID #: 13254109 SERIAL #: (21)700050190022 Shipment Tracking Number: 1Z01E3E70396064021 Delivered12/30/2025 __ Expected back for repair Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13254110 S/N: 700233200072 Return 1Z01E3E79092309397 Delivered 1/26/2026
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Oak Street Work Order #132658 Can someone assist in providing a new retinavue machine. We have received to refurbished replacement that do not work. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13254110 S/N: 700233200072 https://www.ebiotrack.com/workorder.php?wo=70568
📄 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

📞
Case Linked Dec 24, 1:41 PM
Case Number: 00554151
Subject: Oak Street Health - 48 Hour - 132658: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Dec 24, 2:58 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087311
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 26, 11:39 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 20h
🚨 30.0 business days
⏱️
▶
3 2x Labor Added Feb 9, 10:54 AM
2x Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: Reschedule, Assigned
To: Assigned, Closed
Duration in Previous: 44d 23h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 10, 1:27 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 13.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 23h
🧾
▶
2 Invoice Created Feb 28, 1:18 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m

Bottlenecks

Reschedule
Duration: 29.9 business days (threshold: 2.0 business days)
Exceeded by 27.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.7 business days (threshold: 1.0 business days)
Exceeded by 11.7 business days

🔗 Related Artifacts

📞
Case 00554151
Closed
📦
Parts Order 00087311
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Dec 24, 2:58 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03047891 Parts Open 1 $0.00 Dec 26, 11:39 AM
WL-03047892 Expenses Open 1 $24.38 Dec 26, 11:39 AM
WL-03097520 Labor Open 1 $122.57 Feb 9, 10:54 AM
WL-03097521 Expenses Open 1 $30.80 Feb 9, 10:54 AM

Details