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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01341055 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Lincoln Crossing, IL — 1401 Western Ave, Chicago Heights IL, 60411

Jan 30, 2026 → Feb 8, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Jan 30 → Feb 4, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
1d
▶ Clock Running
Status: Tech Off Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Closed
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
Created: Jan 30, 2026 Completed: Feb 6, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 3
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 3
Jan 30 → Feb 4 Assigned ▶ Running 3 3 / 3
Feb 4 → Feb 5 Scheduled ▶ Running 1 4 / 3
Feb 5 → Feb 5 Tech On Site ▶ Running 0 4 / 3
Feb 5 → Feb 6 Tech Off Site ▶ Running 1 5 / 3
Feb 6 → Feb 6 Completed ▶ Running 0 5 / 3
Feb 6 → Feb 6 Incomplete ▶ Running 0 5 / 3
Feb 6 → Feb 6 Closed ▶ Running 0 5 / 3
Dispatch 0.0d
Coordinators 5.5d
Field Work 2.0d
Incomplete 0.8d (excluded)
Billing 12.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.5 days
Over SLA
Field Work
2.0 days
Incomplete (excluded from total)
0.8 days
Billing
12.0 days
Over SLA
Created: Jan 30, 2026 Due: Feb 4, 2026 Completed: Feb 8, 2026 (3 days late)
📅
5.5 days Total Age
⏱️
12.0d in Ready to Bill Longest Stage
🔄
14 transitions Status Changes
⚠️
15.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 5, 2026
Visit 2 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563939
EKG Repair Ticket
Closed
Burdick ELI 280 EKG I am writing to request a repair ticket for the EKG machine located at Lincoln Crossing.
Priority
Critical
Origin
Email
Reason
New Case
Contact
Raisha Reid-Harris
Owner
Virtual Tech
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01341055 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 30, 2026 • Closed: Feb 8, 2026
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 12.0 days stuck in "Ready to Bill"
⏱️
Total Delay 15.9 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
3.4d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
1.5d / 2.0d SLA
Incomplete
0.8d
Closed
3.4d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/6/26 SReich - VT created WO-01350288 for this request.

2-6-26 DC Tech not responsible for closure metric as travel home required.

2-6-26 DC Please do not close until Jon can enter travel.

2-5-26 JK Cannot close out WO due to overnight stay.


2-4-26 JK Will not be in the area until 2-6- to help out this territory.

🔧 Work Performed
Tested both EKG units and could not duplicate the issue reported. I could only think that the supply cable from the head unit was not fully seated. Also noticed that the connectors should be replaced.
🔍 Technician Findings
Units were reported not giving good signal
⚠️ Problem Description
Burdick ELI 280 EKG Perform full function test on unit https://www.ebiotrack.com/workorder.php?wo=71295

Timeline

📞
Case Linked Jan 30, 2:10 PM
Case Number: 00563939
Subject: EKG Repair Ticket
Status: Closed
📋
▶
2 Work Order Created Jan 30, 3:21 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 30, 4:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 44m
⏳ 3.8 business days
🗓️
▶
2 Status: Scheduled Feb 4, 6:53 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-06T17:00:00.000+0000
⏳ 2.0 business days
💵
Expenses Added Feb 5, 7:56 AM
Type: Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Jonathan Kuehl Feb 5, 1:12 PM
Scheduled For: 2026-02-05T20:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Feb 5, 1:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 6h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 5, 2:43 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 58m
⏱️
5x Labor Added Feb 5, 9:08 PM
Type: Labor, Travel
Status: Open
Qty: 0.55, 0.96666666666667, 0.51666666666667, 12, 15
✔️
Status: Completed by Jonathan Kuehl Feb 6, 5:49 AM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 15h 5m, 0m
💵
6x Expenses Added Feb 6, 5:59 AM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Wendy Argueta Feb 6, 12:35 PM
From: Incomplete
To: Closed
Duration in Previous: 6h 46m
✔️
Status: Completed by David Carvalho Feb 6, 3:18 PM
From: Closed
To: Completed
Duration in Previous: 2h 42m
⏱️
▶
2 2x Labor Added Feb 6, 3:39 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 22m
✔️
Status: Completed by Rhea Berry Feb 6, 4:28 PM
From: Closed
To: Completed
Duration in Previous: 47m
⏳ 0.9 business days
🏁
Status: Closed by Jonathan Kuehl Feb 8, 9:11 AM
From: Completed
To: Closed
Duration in Previous: 1d 16h
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 9:13 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 0h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17d 4h
🧾
▶
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

Assigned
Duration: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00563939
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 5, 3:00 PM
Created
Jan 30, 3:21 PM
Invoice #
SM-255246

Work Details (14)

Name Type Status Qty Amount Date
WL-03092482 Expenses Open 1 $0.00 Feb 5, 7:56 AM
WL-03094330 Labor Open 0.55 $91.93 Feb 5, 9:08 PM
WL-03094331 Labor Open 0.96666666666667 $122.57 Feb 5, 9:08 PM
WL-03094332 Labor Open 0.51666666666667 $91.93 Feb 5, 9:08 PM
WL-03094333 Travel Open 12 - Feb 5, 9:08 PM
WL-03094334 Travel Open 15 - Feb 5, 9:08 PM
WL-03094802 Expenses Open 1 $0.00 Feb 6, 5:59 AM
WL-03094803 Expenses Open 1 $0.00 Feb 6, 5:59 AM
WL-03094804 Expenses Open 1 $0.00 Feb 6, 5:59 AM
WL-03094805 Expenses Open 1 $0.00 Feb 6, 5:59 AM
WL-03094806 Expenses Open 1 $0.00 Feb 6, 5:59 AM
WL-03094807 Expenses Open 1 $0.00 Feb 6, 5:59 AM
WL-03095680 Labor Open 3.2166666666667 $398.35 Feb 6, 3:39 PM
WL-03095681 Travel Open 171 - Feb 6, 3:39 PM

Details