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← WO Overview

WO-01337359 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Simpson — 1024 Westchester, Bronx NY, 10459

Jan 12, 2026 → Feb 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 16, 2026
✗ SLA Missed (24 biz days late)
Active: 28 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Feb 24, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 12 → Jan 13, 2026
1 business day (not counted)
18d
▶ Clock Running
Status: Reschedule
Jan 13 → Feb 9, 2026
18 business days (counted)
Running total: 18 of ? biz days used
10d
▶ Clock Running
Status: On Hold
Feb 9 → Feb 24, 2026
10 business days (counted)
Running total: 28 of ? biz days used
Created: Jan 12, 2026 Invoiced: Feb 24, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 13 Awaiting Parts ⏸ Paused 1 —
Jan 13 → Feb 9 Reschedule ▶ Running 18 18
Feb 9 → Feb 24 On Hold ▶ Running 10 28
Dispatch 0.0d
Material Management 1.5d
Holding 10.7d (excluded)
Coordinators 18.9d
Billing 2.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Holding (excluded from total)
10.7 days
Coordinators
18.9 days
Over SLA
Billing
2.9 days
Over SLA
Created: Jan 12, 2026 Due: Jan 16, 2026 Completed: Feb 24, 2026 (38 days late)
📅
29.5 days Total Age
⏱️
18.9d in Reschedule Longest Stage
🔄
7 transitions Status Changes
⚠️
19.8d 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 #00558200
Re: [Simpson] Broken Retinavue Device
Closed
Simpson requires a replacement RetinaVue device as their current unit is broken. Specifically, the face cup and the clips that hold it together are damaged. Please let me know if you need any additional information to process this replacement request.
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Virtual Tech
Created
Jan 12, 2026
Work Orders from this Case (2)
WO-01337359 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 12, 2026 • Closed: Feb 24, 2026
WO-01353462 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 24, 2026 • Closed: Mar 4, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 18.9 days stuck in "Reschedule"
⏱️
Total Delay 19.8 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
1.5d / 3.0d SLA
Reschedule
18.9d / 2.0d SLA
On Hold
10.7d
Closed
2.0d / 1.0d SLA
Ready to Bill
2.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

2/9/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping hot swap to site - Welch Allyn - RV700B - RetinaVue 700 Imager - ASSET ID #: 13367843 SERIAL #: 700215210097 Outbound: 1Z01E3E70397820729 Delivered: 1/15/2026 ____ Welch Allyn - RV700B - RetinaVue 700 Imager - Asset ID#: 6060631 - S/N: 700222210209 - Return: 1Z01E3E79094359991 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Hot swap requested
⚠️ Problem Description
Simpson requires a replacement RetinaVue device as their current unit is broken. Specifically, the face cup and the clips that hold it together are damaged. - Welch Allyn - RV700B - RetinaVue 700 Imager - Asset ID#: 6060631 - S/N: 700222210209 - https://www.ebiotrack.com/workorder.php?wo=70816
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
▶
4 Case Linked Jan 12, 3:14 PM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01337359
Type: SWAPOUT
Priority: PC
📦
Parts Requested
Order: 00088109
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Jan 13, 11:36 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20h 18m
🚨 19.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 9, 1:30 PM
From: Reschedule
To: On Hold
Duration in Previous: 27d 1h
🚨 11.0 business days
⏱️
▶
3 Labor Added Feb 24, 10:42 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 14d 21h, 1m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 25, 11:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
⏳ 3.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 1h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 90.0 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-255246

Bottlenecks

Reschedule
Duration: 18.9 business days (threshold: 2.0 business days)
Exceeded by 16.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00558200
Closed
📦
Parts Order 00088109
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jan 12, 3:18 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03063009 Parts Open 1 $0.00 Jan 13, 11:36 AM
WL-03063010 Expenses Open 1 $50.71 Jan 13, 11:36 AM
WL-03117408 Labor Open 1 $122.57 Feb 24, 10:42 AM

Details