Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340424 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - University Heights, IN — 4200 S East Street, Indianapolis IN, 46227

Jan 28, 2026 → Jan 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (29 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Jan 30, 2026)
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: On Hold
Jan 28 → Jan 30, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Jan 28, 2026 Completed: Jan 30, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0
Jan 28 → Jan 30 On Hold ▶ Running 2 2
Jan 30 → Jan 30 Assigned ▶ Running 0 2
Dispatch 0.0d
Holding 2.6d (excluded)
Billing 2.2d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
2.6 days
Billing
2.2 days
Created: Jan 28, 2026 Due: Mar 13, 2026 Completed: Jan 30, 2026 (42 days early)
📅
2.6 days Total Age
⏱️
2.6d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
0.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00562984
Oak Street Health - 48 Hour - 142423: New Work Order Assigned
Closed
Work Order #142423 Work Order Description: All Connex BP machines is not turning on.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Daugherty
Owner
Virtual Tech
Created
Jan 28, 2026
Work Orders from this Case (2)
WO-01340424 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 28, 2026 • Closed: Jan 30, 2026
WO-01340443 Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Jan 28, 2026 • Closed: Feb 6, 2026
Completed with minor delays
Invoiced • 197 days old
🚨
Primary Delay 2.6 days stuck in "On Hold"
⏱️
Total Delay 0.4 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
On Hold
2.6d
Closed
1.4d / 1.0d SLA
Ready to Bill
0.9d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1/18 emailed site how to perform a hardrest 2 of the 3 are working after the reset - ordered battery and sending tech onsite for 3rd unit
🔍 Technician Findings
2 of the 3 are working after the reset - ordered battery and sending tech onsite for 3rd unit
⚠️ Problem Description
Work Order #142423 Work Order Description: All 3 Connex BP machines are not turning on. They are fully charged. Facilities Team Contact: https://www.ebiotrack.com/workorder.php?wo=71208

Timeline

📞
Case Linked Jan 28, 1:45 PM
Case Number: 00562984
Subject: Oak Street Health - 48 Hour - 142423: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Jan 28, 2:01 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 2m
⏳ 3.0 business days
⏱️
▶
3 Labor Added Jan 30, 4:03 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 2d 1h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 2, 9:43 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 17h
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7h 8m
💰
Status: Invoiced by Diane Patton Feb 3, 2:24 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m
⚠️ 9.0 business days
🧾
Invoice Created Feb 16, 4:54 PM
Invoice Number: SM-252835

Bottlenecks

Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours

🔗 Related Artifacts

📞
Case 00562984
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 28, 2:01 PM
Invoice #
SM-252835

Work Details (1)

Name Type Status Qty Amount Date
WL-03085485 Labor Open 0.35 $61.29 Jan 30, 4:03 PM

Details