Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340539 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

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

Jan 29, 2026 → Feb 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (35 biz days early)
Active: 5 biz days
🕐 Clock stopped: Completed (Feb 5, 2026)
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: On Hold
Jan 29 → Feb 5, 2026
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 5 of ? biz days used
Created: Jan 29, 2026 Completed: Feb 5, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0
Jan 29 → Feb 5 On Hold ▶ Running 5 5
Feb 5 → Feb 5 Assigned ▶ Running 0 5
Dispatch 0.0d
Holding 6.0d (excluded)
Billing 14.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
6.0 days
Billing
14.0 days
Over SLA
Created: Jan 29, 2026 Due: Mar 27, 2026 Completed: Feb 5, 2026 (50 days early)
📅
6.0 days Total Age
⏱️
14.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
14.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563239
Oak Street Health - 48 Hour - 142522: New Work Order Assigned
Closed
Work Order #142522 Work Order Description: BD Veritor Plus analyzer is giving an error message when test strip is inserted
Priority
Standard
Origin
Email
Reason
New Case
Contact
Janie Jefferson
Owner
Virtual Tech
Created
Jan 29, 2026
Work Orders from this Case (3)
WO-01340539 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 29, 2026 • Closed: Feb 5, 2026
WO-01340830 Invoiced
SWAPOUT • Samuel A Klein
Created: Jan 29, 2026 • Closed: Feb 5, 2026
WO-01349767 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 5, 2026 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 14.0 days stuck in "Ready to Bill"
⏱️
Total Delay 14.9 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
6.0d
Closed
2.9d / 1.0d SLA
Ready to Bill
14.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1-29 Sent request for error message to assist. Invalid barcode error sent BD T/S contact information.
🔍 Technician Findings
issr resolved
⚠️ Problem Description
Work Order #142522 Work Order Description: BD Veritor Plus analyzer is giving an error message when test strip is inserted https://www.ebiotrack.com/workorder.php?wo=71225

Timeline

📞
▶
3 Case Linked Jan 29, 8:13 AM
Case Linked → Work Order Created → Status: On Hold
📋
Work Order Created
Work Order: WO-01340539
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⚠️ 6.0 business days
⏱️
▶
3 Labor Added Feb 5, 11:57 AM
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: 7d 3h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 9:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 21h
🚨 14.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 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

Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days

🔗 Related Artifacts

📞
Case 00563239
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 29, 8:17 AM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03093017 Labor Open 0.083333333333333 $30.64 Feb 5, 11:57 AM

Details