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WO-01340410 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • PC

📍 Oak Street Health - Burton, MI — 3525 Saginaw Rd, Burton MI, 48529

Jan 28, 2026 → Feb 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✓ SLA Met (15 biz days early)
Active: 6 biz days
🕐 Clock stopped: Invoiced (Feb 5, 2026)
1d
▶ Clock Running
Status: Created
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 5, 2026
5 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Jan 28, 2026 Invoiced: Feb 5, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 29 Created ▶ Running 1 1
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 1
Jan 29 → Jan 29 Assigned ▶ Running 0 1
Jan 29 → Feb 5 Scheduled ▶ Running 5 6
Feb 5 → Feb 5 Tech On Site ▶ Running 0 6
Dispatch 1.7d
Coordinators 5.3d
Field Work 0.2d
Billing 15.0d
✓ SLA Met
Dispatch
1.7 days
Over SLA
Coordinators
5.3 days
Over SLA
Field Work
0.2 days
Billing
15.0 days
Over SLA
Created: Jan 28, 2026 Due: Feb 27, 2026 Completed: Feb 5, 2026 (22 days early)
📅
6.7 days Total Age
⏱️
15.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
19.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562967
Oak Street Health - 48 Hour - 142390: New Work Order Assigned
Closed
Work Order #142390 Area: Exam Room - 1 Work Order Description: Green series 300 General exam light is broken Facilities Team Contact:
Priority
Standard
Origin
Email
Reason
New Case
Contact
Janie Jefferson
Owner
Virtual Tech
Created
Jan 28, 2026
Work Orders from this Case (1)
WO-01340410 (current) Invoiced
Virtual Tech - Field Repair • Mike Huffman
Created: Jan 28, 2026 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 15.0 days stuck in "Ready to Bill"
⏱️
Total Delay 19.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.7d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/29/2026 CRamen spoke to Janie and scheduled for Thursday 2/5/2026 with tech arrival between 9-11am. 

🔧 Work Performed
02/05/2026 Mike Huffman. The exam portable exam light turns on. The adjustable goose neck is disconnecting from the base, see attached photo. Called Emsar L2 support at 800-733-6727 ext 3002. Spoke to Derrick who advised repair kit has been discontinued. Marking work order follow up required. L2 will follow up with customer on how to proceed
🔍 Technician Findings
The adjustable goose neck is disconnecting from the base.
⚠️ Problem Description
Troubleshoot Light Oak Street Work Order #142390 Area: Exam Room - 1 Work Order Description: Green series 300 General exam light is broken Facilities Team Contact: https://www.ebiotrack.com/workorder.php?wo=71206

Timeline

📞
Case Linked Jan 28, 1:10 PM
Case Number: 00562967
Subject: Oak Street Health - 48 Hour - 142390: New Work Order Assigned
Status: Closed
📋
Work Order Created Jan 28, 1:27 PM
Work Order: WO-01340410
Type: Virtual Tech - Field Repair
Priority: PC
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Derek Reynolds Jan 29, 4:24 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
2 Technician Assigned Jan 29, 4:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16m
📅
▶
2 Dispatch Scheduled Jan 29, 4:46 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 6m
⚠️ 5.9 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Feb 5, 8:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 15h
⏱️
▶
2 3x Labor Added Feb 5, 10:14 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed, Reschedule
To: Completed, Reschedule, Closed
Duration in Previous: 1h 43m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 6, 10:38 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 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: 22d 2h
🧾
▶
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

Entered
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00562967
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Mike Huffman
Scheduled
N/A
Created
Jan 28, 1:27 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03092739 Labor Open 1.5 $183.86 Feb 5, 10:14 AM
WL-03092740 Labor Open 2 $245.14 Feb 5, 10:14 AM
WL-03092741 Travel Open 80 - Feb 5, 10:14 AM

Details