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WO-01339785 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Riverdale — 7028 Hwy 85, Riverdale GA, 30274

Jan 26, 2026 → Jan 29, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 29, 2026
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Jan 29, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 26 → Jan 29, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Jan 26, 2026 Tech Off Site: Jan 29, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0 / 3
Jan 26 → Jan 26 Ready for Scheduling ▶ Running 0 0 / 3
Jan 26 → Jan 26 Assigned ▶ Running 0 0 / 3
Jan 26 → Jan 29 Scheduled ▶ Running 3 3 / 3
Jan 29 → Jan 29 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 3.8d
Field Work 1.4d
Billing 3.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
3.8 days
Over SLA
Field Work
1.4 days
Billing
3.3 days
Over SLA
Created: Jan 26, 2026 Due: Jan 29, 2026 Completed: Jan 30, 2026 (on time)
📅
4.4 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562076
Oak Street Health - 24 Hour - 139932: New Work Order Assigned
Closed
Check freezer temp and inspect data logger probe vs freezer temp. Oak Street Work Order #139932 Work Order Description: Freezer probe appears to be defective. Freezer is running warm on the monitor but still pretty frozen on the inside
Priority
Standard
Origin
Email
Reason
New Case
Contact
Andrea Jones
Owner
Virtual Tech
Created
Jan 26, 2026
Work Orders from this Case (2)
WO-01339785 (current) Invoiced
Virtual Tech - Field Repair • Henry Holmes
Created: Jan 26, 2026 • Closed: Jan 29, 2026
WO-01340743 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 29, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 199 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 2.7 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
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
1.3d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/26/26 AJinerson - Called POC to schedule tech visit. Confirmed w/ Andrea to schedule tech visit for Thurs. 1/29 with eta between 12pm-2pm. 

POC onsite: Andrea Jones

🔧 Work Performed
data logger's probe has been leaking and spoke with Derek Reynolds From Virtual Tech and we are sending the customer a new Probe
🔍 Technician Findings
Data Logger not operating properly
⚠️ Problem Description
Check freezer temp and inspect data logger probe vs freezer temp. Oak Street Work Order #139932 Work Order Description: Freezer probe appears to be defective. Freezer is running warm on the monitor but still pretty frozen on the inside https://www.ebiotrack.com/workorder.php?wo=71148

Timeline

📞
Case Linked Jan 26, 10:21 AM
Case Number: 00562076
Subject: Oak Street Health - 24 Hour - 139932: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 26, 12:22 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Jan 26, 1:42 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 18m
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-29T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Henry Holmes Jan 29, 12:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
🚗
Status: Tech Off Site by Henry Holmes Jan 29, 12:49 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 32m
⏱️
▶
2 4x Labor Added Jan 29, 11:13 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 10h 24m, 0m
📄
Status: Ready to Bill by Diane Patton Jan 30, 10:27 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11h 13m
⏳ 2.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 6h
💰
Status: Invoiced by Diane Patton Feb 3, 2:24 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m
🚨 10.0 business days
🧾
Invoice Created Feb 17, 10:18 AM
Invoice Number: SM-252835

Bottlenecks

Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00562076
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Henry Holmes
Scheduled
Jan 29, 12:00 PM
Created
Jan 26, 12:22 PM
Invoice #
SM-252835

Work Details (4)

Name Type Status Qty Amount Date
WL-03084377 Labor Open 3.25 $398.35 Jan 29, 11:13 PM
WL-03084378 Labor Open 0.5 $61.29 Jan 29, 11:13 PM
WL-03084379 Travel Open 165 - Jan 29, 11:13 PM
WL-03084380 Expenses Open 1 $0.00 Jan 29, 11:13 PM

Details