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Detailed work order timeline, KPIs, and analysis

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WO-01329380 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - West Columbia — 905 State Street, West Columbia SC, 29033

Jan 5, 2026 → Jan 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✓ SLA Met (42 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Jan 5, 2026)
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Jan 5, 2026 Completed: Jan 5, 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 5 On Hold ▶ Running 0 0
Jan 5 → Jan 5 Assigned ▶ Running 0 0
Dispatch 0.0d
Holding 0.3d (excluded)
Billing 18.9d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.3 days
Billing
18.9 days
Over SLA
Created: Jan 5, 2026 Due: Mar 6, 2026 Completed: Jan 5, 2026 (60 days early)
📅
0.3 days Total Age
⏱️
17.7d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
18.0d 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

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🎫
Case #00555951
Oak Street Health - 48 Hour - 135130: New Work Order Assigned
Closed
Work Order #135130 Work Order Description: EKG Machine is needing to be repaired
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tosha Green
Owner
Virtual Tech
Created
Jan 5, 2026
Work Orders from this Case (4)
WO-01329380 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 5, 2026 • Closed: Jan 5, 2026
WO-01329423 Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 5, 2026 • Closed: Mar 26, 2026
WO-01337423 Invoiced
Virtual Tech - Field Repair • Eric Colon
Created: Jan 13, 2026 • Closed: Jan 15, 2026
WO-01361988 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 26, 2026 • Closed: Mar 26, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 17.7 days stuck in "Ready to Bill"
⏱️
Total Delay 18.0 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
On Hold
0.3d
Closed
2.3d / 1.0d SLA
Ready to Bill
17.7d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1-5 Sent EKG troubleshooting procedure to POC.
🔍 Technician Findings
Sending Swap out EKG from Depot
⚠️ Problem Description
Work Order #135130 Work Order Description: EKG Machine is needing to be repaired

Timeline

📞
Case Linked Jan 5, 10:47 AM
Case Number: 00555951
Subject: Oak Street Health - 48 Hour - 135130: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 5, 2:06 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
3 Labor Added Jan 5, 4:16 PM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 2h 9m, 0m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 7, 1:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
🚨 18.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 3h
🧾
▶
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: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 17.7 business days (threshold: 1.0 business days)
Exceeded by 16.7 business days

🔗 Related Artifacts

📞
Case 00555951
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 5, 2:06 PM
Invoice #
SM-252835

Work Details (1)

Name Type Status Qty Amount Date
WL-03053859 Labor Open 0.25 $30.64 Jan 5, 4:16 PM

Details