Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329389 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Firestone, OH — 1400 S. Arlington Street, Unit 146, Akron OH, 44306

Jan 5, 2026 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✓ SLA Met (19 biz days early)
Active: 23 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
23d
▶ Clock Running
Status: On Hold
Jan 5 → Feb 6, 2026
23 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 23 of ? biz days used
Created: Jan 5, 2026 Completed: Feb 6, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0
Jan 5 → Feb 6 On Hold ▶ Running 23 23
Feb 6 → Feb 6 Assigned ▶ Running 0 23
Dispatch 0.0d
Holding 23.6d (excluded)
Field Work 0.0d
Billing 14.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
23.6 days
Field Work
0.0 days
Billing
14.0 days
Over SLA
Created: Jan 5, 2026 Due: Mar 6, 2026 Completed: Feb 6, 2026 (28 days early)
📅
23.6 days Total Age
⏱️
23.6d in On Hold Longest Stage
🔄
6 transitions Status Changes
⚠️
14.0d 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 #00555991
Oak Street Health - 48 Hour - 135530: New Work Order Assigned
Closed
Work Order #135530 Work Order Description: both A1c machines are not working correctly. We have followed IT advice and reset both multiple times, but they are still very inconsistent and "erroring out" more often than not. This is making it very difficult to obtain these very important screenings. Please process as urgent
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stephanie Schulda
Owner
Virtual Tech
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329389 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 5, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 23.6 days stuck in "On Hold"
⏱️
Total Delay 14.0 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
23.6d
Completed
0.0d / 1.0d SLA
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
emailed site troubleshooting steps
🔍 Technician Findings
no response
⚠️ Problem Description
Work Order #135530 Work Order Description: both A1c machines are not working correctly. We have followed IT advice and reset both multiple times, but they are still very inconsistent and "erroring out" more often than not. This is making it very difficult to obtain these very important screenings. Please process as urgent https://www.ebiotrack.com/workorder.php?wo=70662

Timeline

📞
Case Linked Jan 5, 11:27 AM
Case Number: 00555991
Subject: Oak Street Health - 48 Hour - 135530: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 5, 2:21 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 24.0 business days
⏱️
▶
4 Labor Added Feb 6, 10:10 AM
Labor Added → Technician Assigned → Status: Assigned → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned
To: Assigned, Completed
Duration in Previous: 31d 19h, 0m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 10:02 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 23h
🚨 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

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 00555991
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 5, 2:21 PM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03094993 Labor Open 0.16666666666667 $30.64 Feb 6, 10:10 AM

Details