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WO-01339751 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Parkside, PA — 5050 Parkside Ave - Ste 2, Philadelphia PA, 19131

Jan 26, 2026 → Aug 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed (123 biz days late)
Active: 146 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Aug 25, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 26 → Jan 27, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Jan 27 → Feb 9, 2026
9 business days (counted)
Running total: 9 of ? biz days used
137d
▶ Clock Running
Status: On Hold
Feb 9 → Aug 25, 2026
137 business days (counted)
Running total: 146 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 25 → Aug 25, 2026
0 business days (counted)
Running total: 146 of ? biz days used
▶ Clock Running
Status: Closed
Aug 25 → Aug 25, 2026
0 business days (counted)
Running total: 146 of ? biz days used
Created: Jan 26, 2026 Invoiced: Aug 25, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Jan 26 Assigned ▶ Running 0 0
Jan 26 → Jan 27 Awaiting Parts ⏸ Paused 1 —
Jan 27 → Feb 9 Reschedule ▶ Running 9 9
Feb 9 → Aug 25 On Hold ▶ Running 137 146
Aug 25 → Aug 25 Assigned ▶ Running 0 146
Aug 25 → Aug 25 Closed ▶ Running 0 146
Dispatch 0.0d
Material Management 2.0d
Holding 137.3d (excluded)
Coordinators 9.5d
Billing 6.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Holding (excluded from total)
137.3 days
Coordinators
9.5 days
Over SLA
Billing
6.2 days
Over SLA
Created: Jan 26, 2026 Due: Feb 27, 2026 Completed: Aug 25, 2026 (178 days late)
📅
148.0 days Total Age
⏱️
137.3d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
12.3d 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 #00562079
Oak Street Health - 48 Hour - 139937: New Work Order Assigned
Closed
Oak Street Work Order #139937 Retinavue is broken. Lens is not moving to capture eyes. The battery compartment is stuck so we are not able to troubleshoot/ reset
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jessica Corey
Owner
Virtual Tech
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339751 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 26, 2026 • Closed: Aug 25, 2026
Completed with significant delays
Invoiced • 270 days old
🚨
Primary Delay 137.3 days stuck in "On Hold"
⏱️
Total Delay 12.3 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
Assigned
0.0d / 0.5d SLA
Awaiting Parts
2.0d / 3.0d SLA
Reschedule
9.5d / 2.0d SLA
On Hold
137.3d
Closed
0.5d / 1.0d SLA
Ready to Bill
5.8d / 1.0d SLA
Invoice Pending
0.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

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

🔧 Work Performed
Shipping Hot swap to site: Welch Allyn RV700B - RetinaVue 700 Imager Visual Analyzer ASSET ID #: 13254106 SERIAL #: 700228200104 Outbound 1Z01E3E70396966593 Delivered - 1/29/2026 --- Return - 1Z01E3E79099564205 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Oak Street Work Order #139937 Retinavue is broken. Lens is not moving to capture eyes. The battery compartment is stuck so we are not able to troubleshoot/ reset Welch Allyn RV700B - RetinaVue 700 Imager Visual Analyzer Asset ID#: 13288238 S/N: 700212220016 https://www.ebiotrack.com/workorder.php?wo=71142
📄 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 26, 10:29 AM
Case Number: 00562079
Subject: Oak Street Health - 48 Hour - 139937: New Work Order Assigned
Status: Closed
📋
▶
5 Work Order Created Jan 26, 11:21 AM
Work Order Created → Technician Assigned → Status: Assigned → Parts Requested → Status: Awaiting Parts
👷
Technician Assigned by Tonya Santiago
Technician: Virtual Tech
👷
Status: Assigned by Tonya Santiago
From: Entered
To: Assigned
Duration in Previous: 0m
📦
Parts Requested
Order: 00089057
Status: Closed
📦
Status: Awaiting Parts by Tonya Santiago
From: Assigned
To: Awaiting Parts
Duration in Previous: 1m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Jan 27, 3:05 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 3h
🚨 10.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 9, 4:16 PM
From: Reschedule
To: On Hold
Duration in Previous: 13d 1h
🚨 138.0 business days
⏱️
▶
3 Labor Added Aug 25, 10:14 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 196d 16h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
📄
Status: Ready to Bill by Diane Patton Aug 25, 1:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 39m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Sep 1, 2:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 0h
🧾
▶
2 Invoice Created Sep 1, 6:03 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3h 16m

Bottlenecks

Reschedule
Duration: 9.5 business days (threshold: 2.0 business days)
Exceeded by 7.5 business days
Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days

🔗 Related Artifacts

📞
Case 00562079
Closed
📦
Parts Order 00089057
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jan 26, 11:21 AM
Invoice #
SM-271879

Work Details (3)

Name Type Status Qty Amount Date
WL-03080154 Parts Open 1 $0.00 Jan 27, 3:05 PM
WL-03080155 Expenses Open 1 $36.15 Jan 27, 3:05 PM
WL-03350479 Labor Open 1 $121.00 Aug 25, 10:14 AM

Details