Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01334587 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Pontiac, MI — 462 N Telegraph Rd, Pontiac MI, 48341

Jan 8, 2026 → Feb 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 30, 2026
✗ SLA Missed (10 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
▶ Clock Running
Status: Created
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of ? biz days used
25d
▶ Clock Running
Status: On Hold
Jan 8 → Feb 16, 2026
25 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 25 of ? biz days used
Created: Jan 8, 2026 Completed: Feb 16, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 8 → Jan 8 Created ▶ Running 0 0
Jan 8 → Feb 16 On Hold ▶ Running 25 25
Feb 16 → Feb 16 Assigned ▶ Running 0 25
Dispatch 0.0d
Holding 26.0d (excluded)
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
26.0 days
Billing
9.0 days
Over SLA
Created: Jan 8, 2026 Due: Jan 30, 2026 Completed: Feb 16, 2026 (16 days late)
📅
26.0 days Total Age
⏱️
26.0d in On Hold Longest Stage
🔄
6 transitions Status Changes
⚠️
8.0d 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 #00556935
Oak Street Health - 48 Hour - 136319: New Work Order Assigned
Closed
Work Order #136319 Work Order Description: Both our A1C machines are giving us a 115 code. We had three pts that it occured with yesterday on both machines. Please have Emsar reach out to fix the issue
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bonnie Stiller
Owner
Virtual Tech
Created
Jan 7, 2026
Work Orders from this Case (1)
WO-01334587 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 8, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 217 days old
🚨
Primary Delay 26.0 days stuck in "On Hold"
⏱️
Total Delay 8.0 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
26.0d
Assigned
0.0d / 0.5d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1-8 Troubleshooting email sent to customer for error 115. closing due to no response
🔍 Technician Findings
closing due to no response
⚠️ Problem Description
Work Order #136319 Work Order Description: Both our A1C machines are giving us a 115 code. We had three pts that it occured with yesterday on both machines. Please have Emsar reach out to fix the issue https://www.ebiotrack.com/workorder.php?wo=70738

Timeline

📞
Case Linked Jan 7, 4:27 PM
Case Number: 00556935
Subject: Oak Street Health - 48 Hour - 136319: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 8, 9:54 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 26.0 business days
⏱️
▶
4 Labor Added Feb 16, 12:29 PM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold
To: Assigned
Duration in Previous: 39d 2h
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 17, 11:06 AM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 34m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 2h
🧾
▶
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

Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00556935
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 8, 9:54 AM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03107139 Labor Open 0.46666666666667 $61.29 Feb 16, 12:29 PM

Details