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WO-01339753 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Avalon Park — 1715 E 95th St, Chicago IL, 60617

Jan 26, 2026 → Feb 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (33 biz days early)
Active: 9 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Jan 26 → Jan 27, 2026
1 business day (not counted)
9d
▶ Clock Running
Status: Reschedule
Jan 27 → Feb 9, 2026
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 9 of ? biz days used
Created: Jan 26, 2026 Completed: Feb 9, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Jan 27 Awaiting Parts ⏸ Paused 1 —
Jan 27 → Feb 9 Reschedule ▶ Running 9 9
Feb 9 → Feb 9 Assigned ▶ Running 0 9
Dispatch 0.0d
Material Management 1.9d
Coordinators 9.4d
Field Work 0.0d
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.9 days
Coordinators
9.4 days
Over SLA
Field Work
0.0 days
Billing
11.6 days
Over SLA
Created: Jan 26, 2026 Due: Mar 27, 2026 Completed: Feb 9, 2026 (46 days early)
📅
10.9 days Total Age
⏱️
11.6d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
19.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562068
Oak Street Health - 48 Hour - 141400: New Work Order Assigned
Closed
Oak Street Work Order #141400 Work Order Description: Retinavue machine isn't working. 1. powers on but, the screen is black blank 13210589 F
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chantevia Wilson
Owner
Virtual Tech
Created
Jan 26, 2026
Work Orders from this Case (2)
WO-01339753 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 26, 2026 • Closed: Feb 9, 2026
WO-01350664 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 9, 2026 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 11.6 days stuck in "Ready to Bill"
⏱️
Total Delay 19.4 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
1.9d / 3.0d SLA
Reschedule
9.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
ASSET ID #: 13210605 SERIAL #: 700044190159 Outbound 1Z01E3E70392524620 Delivered - 1/28/2026 Return 1Z01E3E79097880251 Delivered 2/2/2026
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Oak Street Work Order #141400 Retinavue machine isn't working. powers on but, the screen is black blank Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13210589 S/N: (21)700233200079 https://www.ebiotrack.com/workorder.php?wo=71144
📄 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, 10:06 AM
Case Number: 00562068
Subject: Oak Street Health - 48 Hour - 141400: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Jan 26, 11:24 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089058
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Jan 27, 3:31 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 4h
🚨 10.0 business days
⏱️
▶
4 2x Labor Added Feb 9, 4:20 PM
2x Labor Added → Technician Assigned → Status: Assigned → Status: Closed
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: Reschedule, Assigned
To: Assigned, Completed
Duration in Previous: 13d 0h, 0m
🏁
Status: Closed by Ryan Schwochow
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:49 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
💰
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, 5:27 PM
Invoice Number: SM-255246

Bottlenecks

Reschedule
Duration: 9.4 business days (threshold: 2.0 business days)
Exceeded by 7.4 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00562068
Closed
📦
Parts Order 00089058
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jan 26, 11:24 AM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03080230 Parts Open 1 $0.00 Jan 27, 3:31 PM
WL-03080231 Expenses Open 1 $30.33 Jan 27, 3:31 PM
WL-03098024 Labor Open 1 $122.57 Feb 9, 4:20 PM
WL-03098025 Expenses Open 1 $30.80 Feb 9, 4:20 PM

Details