Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340378 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Woodward, MI — 14507 Woodward Ave, Highland Park MI, 48203

Jan 28, 2026 → Feb 2, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 2, 2026
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 2, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Jan 28, 2026 Tech Off Site: Feb 2, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0 / 3
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 0 / 3
Jan 28 → Jan 29 Assigned ▶ Running 1 1 / 3
Jan 29 → Feb 2 Scheduled ▶ Running 2 3 / 3
Feb 2 → Feb 2 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 3.9d
Field Work 0.8d
Billing 17.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.9 days
Over SLA
Field Work
0.8 days
Billing
17.0 days
Over SLA
Created: Jan 28, 2026 Due: Feb 2, 2026 Completed: Feb 2, 2026 (on time)
📅
3.8 days Total Age
⏱️
17.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
18.5d 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 #00562931
Oak Street Health - 48 Hour - 142358: New Work Order Assigned
Closed
Work Order #142358 Area: Exam Room - 2 Work Order Description: otoscope in exam room 2 not working
Priority
Standard
Origin
Email
Reason
New Case
Contact
Latrice Crimp
Owner
Virtual Tech
Created
Jan 28, 2026
Work Orders from this Case (2)
WO-01340366 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 28, 2026 • Closed: Jan 28, 2026
WO-01340378 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 28, 2026 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 17.0 days stuck in "Ready to Bill"
⏱️
Total Delay 18.5 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
0.0d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
2.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Installed new bulb and performed successful functional tests.
🔍 Technician Findings
Bulb was burnt out in scope.
⚠️ Problem Description
Work Order #142358 Area: Exam Room - 2 Work Order Description: otoscope in exam room 2 not working https://www.ebiotrack.com/workorder.php?wo=71199

Timeline

📞
Case Linked Jan 28, 12:12 PM
Case Number: 00562931
Subject: Oak Street Health - 48 Hour - 142358: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 28, 12:29 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Jan 28, 12:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 29, 6:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-02T17:00:00.000+0000
⏳ 2.7 business days
🔧
Status: Tech On Site by Jonathan Kuehl Feb 2, 11:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 16h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 2, 11:34 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 17m
✔️
▶
3 Status: Completed Feb 2, 5:32 PM
Status: Completed → 4x Parts Added → Status: Closed
🔩
4x Parts Added
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 2.9333333333333, 0.31666666666667, 152
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Feb 4, 9:32 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 15h
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 3h
🧾
▶
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

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.5 business hours
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00562931
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 2, 12:00 PM
Created
Jan 28, 12:29 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03088512 Parts Open 1 $75.60 Feb 2, 5:36 PM
WL-03088513 Labor Open 2.9333333333333 $367.71 Feb 2, 5:36 PM
WL-03088514 Labor Open 0.31666666666667 $61.29 Feb 2, 5:36 PM
WL-03088515 Travel Open 152 - Feb 2, 5:36 PM

Details