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Detailed work order timeline, KPIs, and analysis

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WO-01340681 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Winston Salem, NC — 2668 Peters Creek Pkwy, Winston-Salem NC, 27127

Jan 29, 2026 → Feb 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (20 biz days early)
Active: 2 biz days
Paused: 18 biz days
🕐 Clock stopped: Completed (Feb 27, 2026)
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: On Hold
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸18d
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Feb 25, 2026
18 business days (not counted)
▶ Clock Running
Status: Assigned
Feb 25 → Feb 27, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Completed
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Jan 29, 2026 Completed: Feb 27, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0
Jan 29 → Jan 29 On Hold ▶ Running 0 0
Jan 29 → Feb 25 Awaiting Parts ⏸ Paused 18 —
Feb 25 → Feb 27 Assigned ▶ Running 2 2
Feb 27 → Feb 27 Completed ▶ Running 0 2
Feb 27 → Feb 27 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 18.9d
Holding 0.0d (excluded)
Coordinators 3.0d
Field Work 0.0d
Billing 24.1d
✓ SLA Met
Dispatch
0.0 days
Material Management
18.9 days
Over SLA
Holding (excluded from total)
0.0 days
Coordinators
3.0 days
Over SLA
Field Work
0.0 days
Billing
24.1 days
Over SLA
Created: Jan 29, 2026 Due: Mar 27, 2026 Completed: Feb 27, 2026 (28 days early)
📅
21.0 days Total Age
⏱️
19.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
39.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563365
Return Fridge Request to Oak Street Depot
Closed
@Derek Reynolds - I am going to place an order for the correct fridge for Winston-Salem. The center has a fridge that needs to be returned back to the depot. How should the center proceed with the return?
Priority
Standard
Origin
Email
Reason
New Case
Contact
Quatisha Mcmurtry
Owner
Derek Reynolds
Created
Jan 29, 2026
Work Orders from this Case (2)
WO-01340681 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 29, 2026 • Closed: Feb 27, 2026
WO-01350157 Invoiced
Virtual Tech - Field Repair • Christopher Morning
Created: Feb 6, 2026 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 19.0 days stuck in "Ready to Bill"
⏱️
Total Delay 39.4 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
0.0d
Awaiting Parts
18.9d / 3.0d SLA
Assigned
3.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
0.8d / 1.0d SLA
Billing Review
5.0d / 2.0d SLA
Ready to Bill
19.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/6/26 lcoonrod

Received today. 

Quatisha McMurtry


1-29 DSR sent MM Team a Teams note requesting how to place a return order for a Fridge.

🔧 Work Performed
ordered the correct size fridge and shipped to site - arranged to have the incorrect friedge shipped back
🔍 Technician Findings
ordered the correct size fridge and shipped to site - arranged to have the incorrect friedge shipped back
⚠️ Problem Description
@Derek Reynolds - I am going to place an order for the correct fridge for Winston-Salem. The center has a fridge that needs to be returned back to the depot. How should the center proceed with the return? https://www.ebiotrack.com/workorder.php?wo=71237

Timeline

📞
▶
3 Case Linked Jan 29, 11:11 AM
Case Linked → Work Order Created → Status: On Hold
📋
Work Order Created
Work Order: WO-01340681
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 29, 11:27 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: On Hold
To: Awaiting Parts
Duration in Previous: 14m
🚨 19.0 business days
🔩
▶
3 2x Parts Added Feb 25, 11:10 AM
2x Parts Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Derek Reynolds
👷
Status: Assigned by Ryan Schwochow
From: Awaiting Parts
To: Assigned
Duration in Previous: 26d 23h
⏳ 3.0 business days
✔️
▶
5 Status: Completed Feb 27, 12:33 PM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed
To: Assigned
Duration in Previous: 1m
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 28, 11:39 AM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 23h 2m, 0m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 6, 11:14 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 23h
🚨 19.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 5h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Awaiting Parts
Duration: 18.9 business days (threshold: 3.0 business days)
Exceeded by 15.9 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Billing Review
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00563365
Closed
📦
Parts Order 00089277
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 29, 11:12 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03119251 Parts Open 1 $2,533.60 Feb 25, 11:10 AM
WL-03119252 Expenses Open 1 $1,086.40 Feb 25, 11:10 AM
WL-03123346 Labor Open 1 $122.57 Feb 27, 12:34 PM

Details