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WO-01338991 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Oracle Gateway — 3820 N. Oracle Road, Tucson AZ, 85705

Jan 21, 2026 → Feb 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 20, 2026
✓ SLA Met (19 biz days early)
Active: 21 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 21 → Jan 22, 2026
1 business day (not counted)
12d
▶ Clock Running
Status: Reschedule
Jan 22 → Feb 9, 2026
12 business days (counted)
Running total: 12 of ? biz days used
9d
▶ Clock Running
Status: On Hold
Feb 9 → Feb 23, 2026
9 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 21 of ? biz days used
Created: Jan 21, 2026 Completed: Feb 23, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0
Jan 21 → Jan 22 Awaiting Parts ⏸ Paused 1 —
Jan 22 → Feb 9 Reschedule ▶ Running 12 12
Feb 9 → Feb 23 On Hold ▶ Running 9 21
Feb 23 → Feb 23 Assigned ▶ Running 0 21
Feb 23 → Feb 23 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Material Management 1.6d
Holding 9.6d (excluded)
Coordinators 13.0d
Field Work 0.0d
Billing 3.7d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.6 days
Holding (excluded from total)
9.6 days
Coordinators
13.0 days
Over SLA
Field Work
0.0 days
Billing
3.7 days
Over SLA
Created: Jan 21, 2026 Due: Mar 20, 2026 Completed: Feb 23, 2026 (25 days early)
📅
22.6 days Total Age
⏱️
13.0d in Reschedule Longest Stage
🔄
8 transitions Status Changes
⚠️
14.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00560859
[Oracle Gateway] RetinaVue replacement needed
Closed
Hello! Our Oracle Gateway center is in need of a RetinaVue replacement. Could you please ship them one from the depot? Please let me know if you need any additional information. Thank you! Karen Wnek BSN, RN | 773-991-3100 | Sr Manager, Inventory Management | Treehouse | Oak Street Health | oakstreethealth.com <http://www.oakstreethealth.com/>
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karen Wnek
Owner
Virtual Tech
Created
Jan 21, 2026
Work Orders from this Case (2)
WO-01338991 (current) Invoiced
SWAPOUT • Samuel A Klein
Created: Jan 21, 2026 • Closed: Feb 23, 2026
WO-01353193 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 23, 2026 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 207 days old
🚨
Primary Delay 13.0 days stuck in "Reschedule"
⏱️
Total Delay 14.7 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
1.6d / 3.0d SLA
Reschedule
13.0d / 2.0d SLA
On Hold
9.6d
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
3.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Unit was received into Depot. Preparing unit for Hotswap. Shipping hot swap device to site - Welch Allyn - RV700B - RetinaVue 700 Imager - ASSET ID #: 13254100 SERIAL #: 700237200007 Outbound - 1Z01E3E70393151674 Delivered - 1/28/2026 --- Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager - Asset ID#: 6181446 - S/N: 700241210279 - Return - 1Z01E3E79093994289 Shipper created a label, UPS has not received the package yet
🔍 Technician Findings
Unit was received into Depot. Preparing unit for Repair/PM to place back onto Hotswap shelf.
⚠️ Problem Description
Oracle Gateway center is in need of a RetinaVue replacement. Could you please ship them one from the depot? Welch Allyn - RV700B - RetinaVue 700 Imager - Asset ID#: 6181446 - S/N: 700241210279 - https://www.ebiotrack.com/workorder.php?wo=71057
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
Case Linked Jan 21, 10:37 AM
Case Number: 00560859
Subject: [Oracle Gateway] RetinaVue replacement needed
Status: Closed
📋
▶
3 Work Order Created Jan 21, 2:12 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088758
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Jan 22, 11:14 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 21h 2m
🚨 13.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 9, 1:53 PM
From: Reschedule
To: On Hold
Duration in Previous: 18d 2h
🚨 10.0 business days
👷
▶
2 Technician Assigned Feb 23, 10:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 13d 20h, 0m
⏱️
▶
2 Labor Added Feb 23, 10:14 AM
Labor Added → Status: Completed
✔️
Status: Completed by Samuel Klein
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 24, 1:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⏳ 4.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 0h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 90.0 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-255246

Bottlenecks

Reschedule
Duration: 13.0 business days (threshold: 2.0 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: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00560859
Closed
📦
Parts Order 00088758
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Jan 21, 2:12 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03074871 Parts Open 1 $0.00 Jan 22, 11:14 AM
WL-03074872 Expenses Open 1 $53.92 Jan 22, 11:14 AM
WL-03115974 Labor Open 0.5 $61.29 Feb 23, 10:14 AM

Details