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WO-01329373 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Skokie — 4120 Dempster St, Skokie IL, 60076

Jan 5, 2026 → Jan 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✓ SLA Met (38 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Jan 9, 2026)
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: On Hold
Jan 5 → Jan 9, 2026
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Jan 5, 2026 Completed: Jan 9, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0
Jan 5 → Jan 9 On Hold ▶ Running 4 4
Jan 9 → Jan 9 Assigned ▶ Running 0 4
Dispatch 0.0d
Holding 4.6d (excluded)
Billing 16.8d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
4.6 days
Billing
16.8 days
Over SLA
Created: Jan 5, 2026 Due: Mar 6, 2026 Completed: Jan 9, 2026 (56 days early)
📅
4.6 days Total Age
⏱️
15.5d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
14.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00555944
Oak Street Health - 48 Hour - 135526: New Work Order Assigned
Closed
Work Order #135526 Work Order Description: EKG machine is indicating that leads are off even when it is on please assist in repairing/troubleshooting the EKG Machine. Please sse attached image for further details.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Moises Figueroa
Owner
Virtual Tech
Created
Jan 5, 2026
Work Orders from this Case (3)
WO-01329373 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 5, 2026 • Closed: Jan 9, 2026
WO-01337003 Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 9, 2026 • Closed: Feb 9, 2026
WO-01350580 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 9, 2026 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 15.5 days stuck in "Ready to Bill"
⏱️
Total Delay 14.5 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
4.6d
Closed
0.5d / 1.0d SLA
Ready to Bill
15.5d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1-5 Sent EKG troubleshooting procedure to POC. 1-6 Sent Follow up email for status. 1-9 Sending Swap out EKG from Depot
🔍 Technician Findings
Troubleshooting did not resolve issue, Opening VT Swap out for replacement EKG from Depot
⚠️ Problem Description
Work Order #135526 Work Order Description: EKG machine is indicating that leads are off even when it is on please assist in repairing/troubleshooting the EKG Machine. Please sse attached image for further details. https://www.ebiotrack.com/workorder.php?wo=70660

Timeline

📞
Case Linked Jan 5, 10:41 AM
Case Number: 00555944
Subject: Oak Street Health - 48 Hour - 135526: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 5, 1:53 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⚠️ 5.0 business days
⏱️
▶
3 Labor Added Jan 9, 10:55 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 3d 21h, 0m
📄
Status: Ready to Bill by Diane Patton Jan 9, 2:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 1m
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 1h
🧾
▶
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

Ready to Bill
Duration: 15.5 business days (threshold: 1.0 business days)
Exceeded by 14.5 business days

🔗 Related Artifacts

📞
Case 00555944
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 5, 1:53 PM
Invoice #
SM-252835

Work Details (1)

Name Type Status Qty Amount Date
WL-03059331 Labor Open 0.5 $61.29 Jan 9, 10:55 AM

Details