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WO-01338553 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • P3

📍 Oak Street Health - Soundview — 1555 Westchester Ave, Bronx NY, 10472

Jan 20, 2026 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 23, 2026
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Paused: 12 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸12d
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Feb 5, 2026
12 business days (not counted)
5d
▶ Clock Running
Status: L2 Review
Feb 5 → Feb 12, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
2d
▶ Clock Running
Status: Closed
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: WO Correction Needed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
Created: Jan 20, 2026 Completed: Feb 17, 2026
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0 / 3
Jan 20 → Feb 5 Awaiting Parts ⏸ Paused 12 —
Feb 5 → Feb 12 L2 Review ▶ Running 5 5 / 3
Feb 12 → Feb 12 Assigned ▶ Running 0 5 / 3
Feb 12 → Feb 17 Closed ▶ Running 2 7 / 3
Feb 17 → Feb 17 WO Correction Needed ▶ Running 0 7 / 3
Dispatch 0.0d
Material Management 13.0d
Billing 8.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
13.0 days
Over SLA
Billing
8.9 days
Over SLA
Created: Jan 20, 2026 Due: Jan 23, 2026 Completed: Feb 17, 2026 (24 days late)
📅
20.0 days Total Age
⏱️
13.0d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
19.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00560388
follow up to WO-01326569
Closed
follow up to WO-01326569 Inspection #: 31951 Asset ID: 230141213 Serial #: 220317150240 Model: McKesson - MBP Notes: Verified calibration of BP Machine. All readings < +5 mmHg. Operational Inspection FAILED. Out of tolerance. Recommend replacing unit.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Taryn Rosado
Owner
Virtual Tech
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338553 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 20, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 205 days old
🚨
Primary Delay 13.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 19.1 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
13.0d / 3.0d SLA
L2 Review
5.0d
Closed
2.4d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
8.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17/26 DPatton - See error message below. Please update "Serviced Date & Closed Date" and add work performed notes. Teams message to Joe W.



🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
follow up to WO-01326569 Inspection #: 31951 Asset ID: 230141213 Serial #: 220317150240 Model: McKesson - MBP Notes: Verified calibration of BP Machine. All readings < +5 mmHg. Operational Inspection FAILED. Out of tolerance. Recommend replacing unit. https://www.ebiotrack.com/workorder.php?wo=71024

Timeline

📞
Case Linked Jan 20, 9:15 AM
Case Number: 00560388
Subject: follow up to WO-01326569
Status: Closed
📋
▶
3 Work Order Created Jan 20, 9:48 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088645
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 13.0 business days
🔩
▶
2 2x Parts Added Feb 5, 6:46 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
⚠️ 5.7 business days
👷
▶
2 Technician Assigned Feb 12, 4:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 6d 21h, 0m
⏳ 2.9 business days
✏️
Status: WO Correction Needed by Diane Patton Feb 17, 11:12 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 18h
⏱️
▶
2 Labor Added Feb 17, 11:30 AM
Labor Added → Status: Completed
✔️
Status: Completed by Wendy Argueta
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 18m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 17, 12:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 58m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 0h
🧾
▶
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: 13.0 business days (threshold: 3.0 business days)
Exceeded by 10.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 8.8 business days (threshold: 1.0 business days)
Exceeded by 7.8 business days

🔗 Related Artifacts

📞
Case 00560388
Closed
📦
Parts Order 00088645
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 20, 9:48 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03094065 Parts Open 1 $240.80 Feb 5, 6:46 PM
WL-03094066 Expenses Open 1 $28.72 Feb 5, 6:46 PM
WL-03108562 Labor Open 0.016666666666667 $30.64 Feb 17, 11:30 AM

Details