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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329263 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Fall Creek — 711 E 38th Street, Indianapolis IN, 46205

Jan 5, 2026 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✓ SLA Met (19 biz days early)
Active: 3 biz days
Paused: 20 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸20d
⏸ Clock Paused
Status: Awaiting Parts
Jan 5 → Feb 3, 2026
20 business days (not counted)
3d
▶ Clock Running
Status: L2 Review
Feb 3 → Feb 6, 2026
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Entered
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 3 of ? biz days used
Created: Jan 5, 2026 Completed: Feb 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0
Jan 5 → Feb 3 Awaiting Parts ⏸ Paused 20 —
Feb 3 → Feb 6 L2 Review ▶ Running 3 3
Feb 6 → Feb 6 Entered ▶ Running 0 3
Feb 6 → Feb 6 Assigned ▶ Running 0 3
Dispatch 0.0d
Material Management 21.0d
Billing 14.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
21.0 days
Over SLA
Billing
14.0 days
Over SLA
Created: Jan 5, 2026 Due: Mar 6, 2026 Completed: Feb 6, 2026 (28 days early)
📅
24.0 days Total Age
⏱️
21.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
32.0d 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 #00555878
EKG Lead issue
Closed
Clip failure shipping new clips to Clinic. Model: Burdick - ELI 280 Model Type: EKG Custom Field: Notes: Asset ID: 12973930 Site: Oak Street Health - Oak Street - Fall Creek Department: Health ClinicDepreciation Start Date:Physical Location: NURSE STATIONDepreciation Term: yrsSerial #: 123390000039
Priority
High
Origin
Phone
Reason
New Case
Contact
Tia Bibbs
Owner
Derek Reynolds
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329263 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 5, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 21.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 32.0 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
21.0d / 3.0d SLA
L2 Review
3.7d
Closed
2.0d / 1.0d SLA
Ready to Bill
14.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Trolubleshoot Clip failure part look up and VT Drop ship.
🔍 Technician Findings
Clip failure part look up and VT Drop ship.
⚠️ Problem Description
Clip failure shipping new clips to Clinic. Model: Burdick - ELI 280 Model Type: EKG Custom Field: Notes: Asset ID: 12973930 Site: Oak Street Health - Oak Street - Fall Creek Department: Health ClinicDepreciation Start Date:Physical Location: NURSE STATIONDepreciation Term: yrsSerial #: 123390000039 https://www.ebiotrack.com/workorder.php?wo=70654

Timeline

📞
▶
5 Case Linked Jan 5, 8:57 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts → Labor Added
📋
Work Order Created
Work Order: WO-01329263
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
Parts Requested
Order: 00087619
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.51666666666667
🚨 21.0 business days
🔩
▶
2 2x Parts Added Feb 3, 1:28 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 29d 4h
⏳ 4.0 business days
🆕
▶
3 Status: Entered Feb 6, 9:40 AM
Status: Entered → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: Entered, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 10:00 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 0h
🚨 14.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:12 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 3h
🧾
▶
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

Awaiting Parts
Duration: 21.0 business days (threshold: 3.0 business days)
Exceeded by 18.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days

🔗 Related Artifacts

📞
Case 00555878
Closed
📦
Parts Order 00087619
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 5, 8:59 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03053434 Labor Open 0.51666666666667 $91.93 Jan 5, 9:02 AM
WL-03089484 Parts Open 1 $63.42 Feb 3, 1:28 PM
WL-03089485 Expenses Open 1 $46.05 Feb 3, 1:28 PM

Details