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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337456 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Mishawaka — 422 West McKinley Ave Suite B, Mishawaka IN, 46545

Jan 13, 2026 → Jan 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (41 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Jan 13, 2026)
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Jan 13, 2026 Completed: Jan 13, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 13 → Jan 13 Created ▶ Running 0 0
Jan 13 → Jan 13 On Hold ▶ Running 0 0
Jan 13 → Jan 13 Assigned ▶ Running 0 0
Dispatch 0.0d
Holding 0.1d (excluded)
Coordinators 0.0d
Billing 14.1d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.1 days
Coordinators
0.0 days
Billing
14.1 days
Over SLA
Created: Jan 13, 2026 Due: Mar 13, 2026 Completed: Jan 13, 2026 (59 days early)
📅
0.1 days Total Age
⏱️
12.8d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
12.8d 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

Open in Salesforce →
🎫
Case #00558198
Oak Street Health - 24 Hour - 137308: New Work Order Assigned
Closed
Work Order #137308 Work Order Description: Per Karen Wnek - enter a Fexa ticket for the Lab Fridge that has NOT been working since last Friday. (possible EMSAR)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carrie Dillenbeck
Owner
Virtual Tech
Created
Jan 12, 2026
Work Orders from this Case (4)
WO-01337456 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 13, 2026 • Closed: Jan 13, 2026
WO-01337479 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 13, 2026 • Closed: Feb 4, 2026
WO-01340755 Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 29, 2026 • Closed: Feb 3, 2026
WO-01349258 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 3, 2026 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 12.8 days stuck in "Ready to Bill"
⏱️
Total Delay 12.8 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
On Hold
0.1d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.8d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1-13 Called and left VM to start troubleshooting fridge issue. POC to have staff call back to confirm power etc...
🔍 Technician Findings
Confirmed Temp issue on Fridge and Dickson. Sending Replacement from Depot. Model: American Biotech Supply - PH-ABT-HC-UCBI-0404G-ADA-LH Model Type: Refrigerator Custom Field: Notes: Asset ID: 12941408 Site: Oak Street Health - Oak Street - Mishawaka Department:Depreciation Start Date:Physical Location: LABDepreciation Term: yrsSerial #: ABS-23029124-2307-V52Purc
⚠️ Problem Description
Work Order #137308 Work Order Description: Per Karen Wnek - enter a Fexa ticket for the Lab Fridge that has NOT been working since last Friday. (possible EMSAR) https://www.ebiotrack.com/workorder.php?wo=70838

Timeline

📞
Case Linked Jan 12, 3:07 PM
Case Number: 00558198
Subject: Oak Street Health - 24 Hour - 137308: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 13, 9:32 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
4 Labor Added Jan 13, 10:08 AM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold
To: Assigned
Duration in Previous: 36m
✔️
Status: Completed by Derek Reynolds
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 14, 12:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 13.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 4h
💰
Status: Invoiced by Diane Patton Feb 3, 2:24 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m
🚨 10.0 business days
🧾
Invoice Created Feb 17, 10:26 AM
Invoice Number: SM-252835

Bottlenecks

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.8 business days (threshold: 1.0 business days)
Exceeded by 11.8 business days

🔗 Related Artifacts

📞
Case 00558198
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 13, 9:32 AM
Invoice #
SM-252835

Work Details (1)

Name Type Status Qty Amount Date
WL-03062945 Labor Open 0.55 $91.93 Jan 13, 10:08 AM

Details