Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340755 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Mishawaka — 422 West McKinley Ave Suite B, Mishawaka IN, 46545

Jan 29, 2026 → Feb 3, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 3, 2026
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 3, 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 Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 3, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Jan 29, 2026 Tech Off Site: Feb 3, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 3
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0 / 3
Jan 29 → Jan 29 Assigned ▶ Running 0 0 / 3
Jan 29 → Feb 3 Scheduled ▶ Running 3 3 / 3
Feb 3 → Feb 3 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 3.7d
Field Work 1.1d
Billing 17.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.7 days
Over SLA
Field Work
1.1 days
Billing
17.0 days
Over SLA
Created: Jan 29, 2026 Due: Feb 3, 2026 Completed: Feb 3, 2026 (on time)
📅
3.7 days Total Age
⏱️
17.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
17.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558198
Oak Street Health - 24 Hour - 137308: New Work Order Assigned
Closed
Work Order #137308 Work Order Description: Per Karen Wnek - enter a Fexa ticket for the Lab Fridge that has NOT been working since last Friday. (possible EMSAR)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carrie Dillenbeck
Owner
Virtual Tech
Created
Jan 12, 2026
Work Orders from this Case (4)
WO-01337456 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 13, 2026 • Closed: Jan 13, 2026
WO-01337479 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 13, 2026 • Closed: Feb 4, 2026
WO-01340755 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 29, 2026 • Closed: Feb 3, 2026
WO-01349258 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 3, 2026 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 17.0 days stuck in "Ready to Bill"
⏱️
Total Delay 17.3 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
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Removed old fridge and installed new one. New Asset ID.- 13365762
🔍 Technician Findings
Old fridge needed to be removed and new fridge installed.
⚠️ Problem Description
Install new Fridge and add to EBT inventory. Oak Street Work Order #137308 https://www.ebiotrack.com/workorder.php?wo=71248

Timeline

📞
Case Linked Jan 12, 3:07 PM
Case Number: 00558198
Subject: Oak Street Health - 24 Hour - 137308: New Work Order Assigned
Status: Closed
🚨 13.0 business days
📋
▶
2 Work Order Created Jan 29, 1:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Jan 29, 4:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 50m
🗓️
▶
2 Status: Scheduled Jan 29, 5:33 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-03T15:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by Jonathan Kuehl Feb 3, 9:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 15h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 3, 10:12 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 57m
✔️
▶
3 Status: Completed Feb 3, 6:22 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.4833333333333, 0.96666666666667, 134
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Diane Patton Feb 4, 9:33 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 8m
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 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

Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00558198
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 3, 10:00 AM
Created
Jan 29, 1:24 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03090078 Labor Open 2.4833333333333 $306.43 Feb 3, 6:25 PM
WL-03090079 Labor Open 0.96666666666667 $122.57 Feb 3, 6:25 PM
WL-03090080 Travel Open 134 - Feb 3, 6:25 PM

Details