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WO-01340701 ↗ ServiceMax

Oak Street Health • SWAPOUT • P3

📍 Oak Street Health - Marietta — 625 S Marietta PKWY SE, Marietta GA, 30060

Jan 29, 2026 → Feb 12, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 3, 2026
✗ SLA Missed (6 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Feb 12, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Jan 30, 2026
1 business day (not counted)
7d
▶ Clock Running
Status: L2 Review
Jan 30 → Feb 10, 2026
7 business days (counted)
Running total: 7 of 3 biz days used
2d
▶ Clock Running
Status: On Hold
Feb 10 → Feb 12, 2026
2 business days (counted)
Running total: 9 of 3 biz days used
Created: Jan 29, 2026 Invoiced: Feb 12, 2026
Business Days Used 9 / 3
0 3d budget +6d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 3
Jan 29 → Jan 30 Awaiting Parts ⏸ Paused 1 —
Jan 30 → Feb 10 L2 Review ▶ Running 7 7 / 3
Feb 10 → Feb 12 On Hold ▶ Running 2 9 / 3
Dispatch 0.0d
Material Management 1.9d
Holding 3.0d (excluded)
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.9 days
Holding (excluded from total)
3.0 days
Billing
9.0 days
Over SLA
Created: Jan 29, 2026 Due: Feb 27, 2026 Completed: Feb 12, 2026 (15 days early)
📅
10.9 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
8.4d 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 #00563249
VT repair
Closed
4703777228 Model: Welch Allyn - RV700B - RetinaVue 700 Imager Model Type: Visual Analyzer Asset ID: 13124155 Takes picture but doesn't give green checkmarks, gives red x She did some troubleshooting. Took battery out and put it back in.
Priority
High
Origin
Phone
Reason
New Case
Contact
Denise Figueroa
Owner
Virtual Tech
Created
Jan 29, 2026
Work Orders from this Case (3)
WO-01340552 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 29, 2026 • Closed: Jan 29, 2026
WO-01340701 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 29, 2026 • Closed: Feb 12, 2026
WO-01351443 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 12, 2026 • Closed: Mar 26, 2026
Completed with minor delays
Invoiced • 196 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 8.4 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
Awaiting Parts
1.9d / 3.0d SLA
L2 Review
7.6d
On Hold
3.0d
Closed
1.4d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/29/2026 EMartin per email attached "Please call our Lead Medical Assistant Endia Nowell 470-952-9339."

🔧 Work Performed
Shipping hot swap to site: ITEM #: OSH-RV700-B ASSET ID #: 13254107 SERIAL #: (21)700233200047 Outbound 1Z01E3E70397135103 Delivered - 2/3/2026 ____ Expected back Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13124155 S/n: 70044190113 Return - 1Z01E3E79098463914 Est delivery - 2/10/2026
🔍 Technician Findings
Hot swap requested
⚠️ Problem Description
Takes picture but doesn't give green checkmarks, gives red x She did some troubleshooting. Took battery out and put it back in. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID: 13124155 S/N: 70044190113 https://www.ebiotrack.com/workorder.php?wo=71240
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
Case Linked Jan 29, 8:42 AM
Case Number: 00563249
Subject: VT repair
Status: Closed
📋
▶
3 Work Order Created Jan 29, 11:41 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089279
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Jan 30, 2:07 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Sean Weaver
From: Awaiting Parts
To: L2 Review
Duration in Previous: 1d 2h
⚠️ 8.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 10, 9:10 AM
From: L2 Review
To: On Hold
Duration in Previous: 10d 19h
⏳ 3.0 business days
⏱️
▶
3 Labor Added Feb 12, 3:58 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 2d 6h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 16, 12:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 0h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 90.0 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-255246

Bottlenecks

Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00563249
Closed
📦
Parts Order 00089279
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jan 29, 11:41 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03085239 Parts Open 1 $0.00 Jan 30, 2:07 PM
WL-03085240 Expenses Open 1 $47.81 Jan 30, 2:07 PM
WL-03103330 Labor Open 1 $122.57 Feb 12, 3:58 PM

Details