Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329591 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Edgewater — 1541 W Devon Ave, Chicago IL, 60660

Jan 6, 2026 → Feb 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✗ SLA Missed
Active: 1 biz days
Paused: 29 biz days
🕐 Clock stopped: Invoiced (Feb 19, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸29d
⏸ Clock Paused
Status: Awaiting Parts
Jan 6 → Feb 18, 2026
29 business days (not counted)
▶ Clock Running
Status: Assigned
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Review
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Closed
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Jan 6, 2026 Invoiced: Feb 19, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 6 Created ▶ Running 0 0
Jan 6 → Feb 18 Awaiting Parts ⏸ Paused 29 —
Feb 18 → Feb 18 Assigned ▶ Running 0 0
Feb 18 → Feb 19 L2 Review ▶ Running 1 1
Feb 19 → Feb 19 Completed ▶ Running 0 1
Feb 19 → Feb 19 Closed ▶ Running 0 1
Feb 19 → Feb 19 Entered ▶ Running 0 1
Dispatch 0.0d
Material Management 29.6d
Coordinators 0.2d
Field Work 0.0d
Billing 5.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
29.6 days
Over SLA
Coordinators
0.2 days
Field Work
0.0 days
Billing
5.5 days
Over SLA
Created: Jan 6, 2026 Due: Feb 6, 2026 Completed: Feb 19, 2026 (12 days late)
📅
30.6 days Total Age
⏱️
29.6d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
32.1d 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 #00556405
Oak Street Health - 24 Hour - 135889: New Work Order Assigned
Closed
Work Order #135889 Work Order Description: Lab fridge in need or diagnosis and recalibration asap. I contacted out IT for help with the probes for the dickson one thermometer and they look to be fine. The thermometer has been beeping alerting of out or range temperature but our records show that it is within range.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Maria Guadalupe-Deleon
Owner
Virtual Tech
Created
Jan 6, 2026
Work Orders from this Case (2)
WO-01329579 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 6, 2026 • Closed: Jan 6, 2026
WO-01329591 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 6, 2026 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 29.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 32.1 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
29.6d / 3.0d SLA
Assigned
0.2d / 0.5d SLA
L2 Review
2.0d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
5.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-18 DSR Customer confirmed part delivered.

🔧 Work Performed
part ordered and shipped to site after troubleshooting
🔍 Technician Findings
part ordered and shipped to site after troubleshooting
⚠️ Problem Description
Propylene Glycol - 99.9% Purity - 32 oz Order for Dickson Probe. Work Order #135889 Work Order Description: Lab fridge in need or diagnosis and recalibration asap. I contacted out IT for help with the probes for the dickson one thermometer and they look to be fine. The thermometer has been beeping alerting of out or range temperature but our records show that it is within range. https://www.ebiotrack.com/workorder.php?wo=70690

Timeline

📞
Case Linked Jan 6, 12:04 PM
Case Number: 00556405
Subject: Oak Street Health - 24 Hour - 135889: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Jan 6, 1:57 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087699
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 30.0 business days
👷
▶
2 Technician Assigned Feb 18, 8:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: Awaiting Parts
To: Assigned
Duration in Previous: 42d 18h
👀
Status: L2 Review by Joseph Whalen Feb 18, 10:52 AM
From: Assigned
To: L2 Review
Duration in Previous: 1h 55m
✔️
▶
5 Status: Completed Feb 19, 10:31 AM
Status: Completed → Labor Added → Status: Closed → Status: Entered → 2x Parts Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 2m
🆕
Status: Entered by Wendy Argueta
From: Closed
To: Entered
Duration in Previous: 1m
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Wendy Argueta Feb 19, 10:36 AM
From: Entered
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
🧾
▶
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: 29.6 business days (threshold: 3.0 business days)
Exceeded by 26.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00556405
Closed
📦
Parts Order 00087699
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 6, 1:57 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03111810 Labor Open 0.016666666666667 $30.64 Feb 19, 10:32 AM
WL-03111818 Parts Open 1 $19.97 Feb 19, 10:35 AM
WL-03111819 Expenses Open 1 $15.40 Feb 19, 10:35 AM

Details