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Detailed work order timeline, KPIs, and analysis

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WO-01337459 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - South Jamaica, NY — 115-15 Sutphin Blvd., Jamaica NY, 11434

Jan 13, 2026 → Feb 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✓ SLA Met (2 biz days early)
Active: 4 biz days
Paused: 11 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Jan 13 → Jan 29, 2026
11 business days (not counted)
4d
▶ Clock Running
Status: L2 Review
Jan 29 → Feb 4, 2026
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Completed
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Jan 13, 2026 Completed: Feb 4, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 13 → Jan 13 Created ▶ Running 0 0
Jan 13 → Jan 29 Awaiting Parts ⏸ Paused 11 —
Jan 29 → Feb 4 L2 Review ▶ Running 4 4
Feb 4 → Feb 4 Completed ▶ Running 0 4
Feb 4 → Feb 4 Assigned ▶ Running 0 4
Dispatch 0.0d
Material Management 12.0d
Coordinators 0.0d
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
12.0 days
Over SLA
Coordinators
0.0 days
Billing
16.0 days
Over SLA
Created: Jan 13, 2026 Due: Feb 6, 2026 Completed: Feb 4, 2026 (2 days early)
📅
16.0 days Total Age
⏱️
16.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
25.0d 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 #00558236
Oak Street Health - 48 Hour - 137407: New Work Order Assigned
Closed
Work Order #137407 Work Order Description: The power source for the Dickson Thermostat is broken and needs to be replaced. It is now a fire hazard.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Richard McKenzie
Owner
Virtual Tech
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337459 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 13, 2026 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 16.0 days stuck in "Ready to Bill"
⏱️
Total Delay 25.0 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
Awaiting Parts
12.0d / 3.0d SLA
L2 Review
4.2d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Researched the issue and ordered part needed
🔍 Technician Findings
new power cord needed
⚠️ Problem Description
Work Order #137407 Work Order Description: The power source for the Dickson Thermostat is broken and needs to be replaced. It is now a fire hazard. https://www.ebiotrack.com/workorder.php?wo=70839

Timeline

📞
Case Linked Jan 12, 4:55 PM
Case Number: 00558236
Subject: Oak Street Health - 48 Hour - 137407: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Jan 13, 9:33 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088150
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 12.0 business days
🔩
▶
2 2x Parts Added Jan 29, 5:36 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 16d 8h
⏳ 4.8 business days
✔️
▶
4 Status: Completed Feb 4, 8:38 AM
Status: Completed → Labor Added → Technician Assigned → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.33333333333333
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 5, 11:09 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 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

Awaiting Parts
Duration: 12.0 business days (threshold: 3.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00558236
Closed
📦
Parts Order 00088150
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 13, 9:33 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03083859 Parts Open 1 $72.12 Jan 29, 5:36 PM
WL-03083860 Expenses Open 1 $18.52 Jan 29, 5:36 PM
WL-03090849 Labor Open 0.33333333333333 $61.29 Feb 4, 8:39 AM

Details