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WO-01339905 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • P3

📍 Oak Street Health - Flatbush, NY — 1249 Nostrand Ave, Brooklyn NY, 11225

Jan 26, 2026 → Feb 6, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 29, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Jan 26 → Feb 2, 2026
5 business days (not counted)
2d
▶ Clock Running
Status: L2 Review
Feb 2 → Feb 4, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
2d
▶ Clock Running
Status: Closed
Feb 4 → Feb 6, 2026
2 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: WO Correction Needed
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Jan 26, 2026 Completed: Feb 6, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0 / 3
Jan 26 → Feb 2 Awaiting Parts ⏸ Paused 5 —
Feb 2 → Feb 4 L2 Review ▶ Running 2 2 / 3
Feb 4 → Feb 4 Assigned ▶ Running 0 2 / 3
Feb 4 → Feb 6 Closed ▶ Running 2 4 / 3
Feb 6 → Feb 6 WO Correction Needed ▶ Running 0 4 / 3
Dispatch 0.0d
Material Management 5.5d
Billing 14.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.5 days
Over SLA
Billing
14.8 days
Over SLA
Created: Jan 26, 2026 Due: Jan 29, 2026 Completed: Feb 6, 2026 (7 days late)
📅
9.5 days Total Age
⏱️
14.6d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
17.6d 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 #00562128
L2 review - HCP
Closed
Install new fridge and add to EBT inventory. Confirm temps. Old Fridge Model: American Biotech Supply - PH-ABT-UCBI-0404G-ADA-LH Model Type: Refrigerator Custom Field: Notes: Asset ID: 13236671 Site: Oak Street Health - Oak Street Health - Flatbush, NY Department: Primary CareDepreciation Start Date:Physical Location: LabDepreciation Term: 0yrsSerial #: ABS-24266878-2502-V52
Priority
Standard
Origin
Email
Reason
New Case
Contact
Niesha Wilkins
Owner
Virtual Tech
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339905 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 26, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 14.6 days stuck in "Ready to Bill"
⏱️
Total Delay 17.6 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
5.5d / 3.0d SLA
L2 Review
3.0d
Closed
2.8d / 1.0d SLA
WO Correction Needed
0.2d
Ready to Bill
14.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
new unit ordered and shipped to site
🔍 Technician Findings
new unit ordered and shipped to site
⚠️ Problem Description
Drop ship replacement fridge Old Fridge Model: American Biotech Supply - PH-ABT-UCBI-0404G-ADA-LH Model Type: Refrigerator Custom Field: Notes: Asset ID: 13236671 Site: Oak Street Health - Oak Street Health - Flatbush, NY Department: Primary CareDepreciation Start Date:Physical Location: LabDepreciation Term: 0yrsSerial #: ABS-24266878-2502-V52 https://www.ebiotrack.com/workorder.php?wo=71161

Timeline

📞
Case Linked Jan 26, 12:25 PM
Case Number: 00562128
Subject: L2 review - HCP
Status: Closed
📋
▶
3 Work Order Created Jan 26, 3:08 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089074
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Feb 2, 10:42 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 6d 19h
⏳ 3.0 business days
👷
▶
2 Status: Assigned Feb 4, 2:46 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Gavin Poole
Technician: Virtual Tech
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Diane Patton Feb 6, 10:41 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 19h
⏱️
▶
2 Labor Added Feb 6, 12:17 PM
Labor Added → Status: Completed
✔️
Status: Completed by Wendy Argueta
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 1h 35m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 6, 2:34 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 16m
🚨 15.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21d 22h
🧾
▶
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: 5.5 business days (threshold: 3.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 14.6 business days (threshold: 1.0 business days)
Exceeded by 13.6 business days

🔗 Related Artifacts

📞
Case 00562128
Closed
📦
Parts Order 00089074
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 26, 3:08 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03087748 Parts Open 1 $2,533.60 Feb 2, 10:42 AM
WL-03087749 Expenses Open 1 $262.89 Feb 2, 10:42 AM
WL-03095237 Labor Open 0.7 $91.93 Feb 6, 12:17 PM

Details