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← WO Overview

WO-01338547 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Brighton Park — 4327 S Archer Ave, Chicago IL, 60632

Jan 20, 2026 → Feb 23, 2026

✅ Completed
P3 3 business days from creation
Target: Jan 23, 2026
🕐 Clock stopped: Tech Off Site (Feb 23)
⏸ 28d excluded (parts wait + holding)
✗ SLA Missed (3d late)
Dispatch 0.0d
Material Management 21.0d
Coordinators 5.8d
Field Work 0.9d
Billing 2.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
21.0 days
Over SLA
Coordinators
5.8 days
Over SLA
Field Work
0.9 days
Billing
2.9 days
Over SLA
Created: Jan 20, 2026 Due: Feb 20, 2026 Completed: Feb 24, 2026 (3 days late)
📅
25.4 days Total Age
⏱️
21.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
24.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00560398
Battery failure
Closed
Replace Battery and full functional testing. Model: Welch Allyn - 71XX - Connex Spot Monitor Model Type: Digital Blood Pressure Device Custom Field: Notes: Asset ID: 13253959 Site: Oak Street Health - Oak Street Health - Brighton Park Department:Depreciation Start Date:Physical Location:Depreciation Term: 0yrsSerial #: 21100016542525
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Derek Reynolds
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338547 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 20, 2026 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 21.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 24.1 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
21.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
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

02/19/2026 LHill-Called 773-209-5333 for Vanessa Martinez. Left message trying to schedule tech visit.


2/18/26 RBerry- Part delivered on 2/16/26 WO was released to ASC on 2/17/26. Updated due date and removed delay code.

🔧 Work Performed
The battery needed to be charged. I performed a successful functional test of the BP functions. Instructed staff to leave unit plugged in overnight to fully charge battery.
🔍 Technician Findings
Upon arrival the new battery was installed by the manager.
⚠️ Problem Description
Replace Battery and full functional testing. Model: Welch Allyn - 71XX - Connex Spot Monitor Model Type: Digital Blood Pressure Device Custom Field: Notes: Asset ID: 13253959 Site: Oak Street Health - Oak Street Health - Brighton Park Department:Depreciation Start Date:Physical Location:Depreciation Term: 0yrsSerial #: 21100016542525 https://www.ebiotrack.com/workorder.php?wo=71022

Timeline

📞
▶
4 Case Linked Jan 20, 9:31 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01338547
Type: Virtual Tech - Field Repair
Priority: P3
📦
Parts Requested
Order: 00088643
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 21.0 business days
🔩
▶
2 2x Parts Added Feb 17, 11:01 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 28d 1h
👷
▶
2 Technician Assigned Feb 17, 11:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 17m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 12:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-23T21:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Feb 23, 2:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 23, 3:27 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 28m
✔️
▶
2 Status: Completed Feb 23, 9:56 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.71666666666667, 0.45, 13
🏁
Status: Closed by Jonathan Kuehl Feb 23, 10:04 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.2 business days
📄
Status: Ready to Bill by Diane Patton Feb 25, 11:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
⏳ 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
🧾
▶
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: 21.0 business days (threshold: 3.0 business days)
Exceeded by 18.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.2 business hours
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 00560398
Closed
📦
Parts Order 00088643
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 23, 4:00 PM
Created
Jan 20, 9:32 AM
Invoice #
SM-255246

Work Details (5)

Name Type Status Qty Amount Date
WL-03108519 Parts Open 1 $157.95 Feb 17, 11:01 AM
WL-03108520 Expenses Open 1 $16.50 Feb 17, 11:01 AM
WL-03117034 Labor Open 0.71666666666667 $91.93 Feb 23, 10:01 PM
WL-03117035 Labor Open 0.45 $61.29 Feb 23, 10:01 PM
WL-03117036 Travel Open 13 - Feb 23, 10:01 PM

Details