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WO-01340443 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

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

Jan 28, 2026 → Feb 6, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 2, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Jan 28 → Feb 2, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 5, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
Created: Jan 28, 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 28 → Jan 28 Created ▶ Running 0 0 / 3
Jan 28 → Feb 2 Awaiting Parts ⏸ Paused 3 —
Feb 2 → Feb 2 Reschedule ▶ Running 0 0 / 3
Feb 2 → Feb 2 Assigned ▶ Running 0 0 / 3
Feb 2 → Feb 5 Scheduled ▶ Running 3 3 / 3
Feb 5 → Feb 6 Tech On Site ▶ Running 1 4 / 3
Dispatch 0.0d
Material Management 3.6d
Coordinators 3.4d
Field Work 1.4d
Incomplete 1.0d (excluded)
Billing 13.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Over SLA
Coordinators
3.4 days
Over SLA
Field Work
1.4 days
Over SLA
Incomplete (excluded from total)
1.0 days
Billing
13.2 days
Over SLA
Created: Jan 28, 2026 Due: Feb 9, 2026 Completed: Feb 6, 2026 (3 days early)
📅
7.6 days Total Age
⏱️
13.2d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
15.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
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 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 28, 2026 • Closed: Jan 30, 2026
WO-01340443 (current) Invoiced
Virtual Tech - Field Repair • Vincent Nyathi
Created: Jan 28, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 13.2 days stuck in "Ready to Bill"
⏱️
Total Delay 15.3 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
3.6d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.3d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Incomplete
1.0d
Closed
1.8d / 1.0d SLA
Ready to Bill
13.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/2/2026 CRamen scheduled for Thursday 2/5/2026 with tech arrival between 8-10am. Logged email.


2/2/2026 CRamen left a vm for a returned call to schedule for Thursday 2/5/2026 with tech arrival between 8-10am. Logged email. Placeholder set


2/2/2026 CRamen just put into RFS and parts deliver 2/4

🔧 Work Performed
Replaced battery. Verified unit is operational but needs a power code
🔍 Technician Findings
Unit not turning on Checked other BP machines - working as intended
⚠️ Problem Description
Work Order #142423 Work Order Description: All Connex BP machines is not turning on. https://www.ebiotrack.com/workorder.php?wo=71211

Timeline

📞
Case Linked Jan 28, 1:45 PM
Case Number: 00562984
Subject: Oak Street Health - 48 Hour - 142423: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Jan 28, 2:31 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089186
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Feb 2, 4:04 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 1h
👷
▶
3 Technician Assigned Feb 2, 4:42 PM
Technician Assigned → Status: Assigned → Technician Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 38m
👷
Technician Assigned by Charles Ramen
Technician: Vincent Nyathi
📅
▶
2 Dispatch Scheduled Feb 2, 4:54 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 11m
⏳ 3.9 business days
🔧
Status: Tech On Site by Vincent Nyathi Feb 5, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 17h
⏱️
5x Labor Added Feb 5, 10:09 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.25, 0.66666666666667, 23, 28
⚠️
Status: Incomplete by Vincent Nyathi Feb 5, 10:27 PM
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 12h 26m, 0m
✔️
Status: Completed by Wendy Argueta Feb 6, 12:33 PM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 14h 6m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 5:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 4h
🚨 13.8 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 19h
🧾
▶
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: 3.6 business days (threshold: 3.0 business days)
Exceeded by 4.5 business hours
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Ready to Bill
Duration: 13.2 business days (threshold: 1.0 business days)
Exceeded by 12.2 business days

🔗 Related Artifacts

📞
Case 00562984
Closed
📦
Parts Order 00089186
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Vincent Nyathi
Scheduled
Feb 5, 9:00 AM
Created
Jan 28, 2:31 PM
Invoice #
SM-255246

Work Details (7)

Name Type Status Qty Amount Date
WL-03088368 Parts Open 1 $157.95 Feb 2, 4:04 PM
WL-03088369 Expenses Open 1 $16.50 Feb 2, 4:04 PM
WL-03094437 Labor Open 0.5 $61.29 Feb 5, 10:09 PM
WL-03094438 Labor Open 1.25 $153.21 Feb 5, 10:09 PM
WL-03094439 Labor Open 0.66666666666667 $91.93 Feb 5, 10:09 PM
WL-03094440 Travel Open 23 - Feb 5, 10:09 PM
WL-03094441 Travel Open 28 - Feb 5, 10:09 PM

Details