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WO-01337479 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

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

Jan 13, 2026 → Feb 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (26 biz days early)
Active: 2 biz days
Paused: 13 biz days
🕐 Clock stopped: Invoiced (Feb 4, 2026)
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Jan 13 → Feb 2, 2026
13 business days (not counted)
2d
▶ Clock Running
Status: L2 Review
Feb 2 → Feb 4, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Completed
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Jan 13, 2026 Invoiced: 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 → Feb 2 Awaiting Parts ⏸ Paused 13 —
Feb 2 → Feb 4 L2 Review ▶ Running 2 2
Feb 4 → Feb 4 Completed ▶ Running 0 2
Feb 4 → Feb 4 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 14.0d
Coordinators 0.0d
Field Work 0.0d
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
14.0 days
Over SLA
Coordinators
0.0 days
Field Work
0.0 days
Billing
16.0 days
Over SLA
Created: Jan 13, 2026 Due: Mar 13, 2026 Completed: Feb 4, 2026 (37 days early)
📅
16.0 days Total Age
⏱️
15.6d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
26.6d 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 #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 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 13, 2026 • Closed: Jan 13, 2026
WO-01337479 (current) 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 15.6 days stuck in "Ready to Bill"
⏱️
Total Delay 26.6 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
14.0d / 3.0d SLA
L2 Review
3.0d
Completed
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Billing Review
0.4d / 2.0d SLA
Ready to Bill
15.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
new unit shipped to site
🔍 Technician Findings
new unit shipped to site
⚠️ Problem Description
Install New Fridge/Dickson Probe and perform Temp checks. Email virtualtech@emsar.com if Old Fridge needs disposed of. 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=70841

Timeline

📞
Case Linked Jan 12, 3:07 PM
Case Number: 00558198
Subject: Oak Street Health - 24 Hour - 137308: New Work Order Assigned
Status: Closed
📋
Work Order Created Jan 13, 10:10 AM
Work Order: WO-01337479
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
▶
2 Parts Requested Jan 13, 10:17 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 6m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Feb 2, 10:39 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 20d 0h
⏳ 3.0 business days
✔️
▶
5 Status: Completed Feb 4, 9:39 AM
Status: Completed → Labor Added → Status: Assigned → Technician Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667
👷
Status: Assigned by Wendy Argueta
From: Completed
To: Assigned
Duration in Previous: 1m
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 5, 11:10 AM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 1d 1h, 0m
📄
Status: Ready to Bill by Diane Patton Feb 5, 2:03 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2h 52m
🚨 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: 22d 23h
🧾
▶
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: 14.0 business days (threshold: 3.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.6 business days (threshold: 1.0 business days)
Exceeded by 14.6 business days

🔗 Related Artifacts

📞
Case 00558198
Closed
📦
Parts Order 00088153
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, 10:10 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03087746 Parts Open 1 $2,700.95 Feb 2, 10:39 AM
WL-03087747 Expenses Open 1 $262.89 Feb 2, 10:39 AM
WL-03090897 Labor Open 0.66666666666667 $91.93 Feb 4, 9:41 AM

Details