Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01341315 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Glen Ave — 3536 W Glendale Ave, Phoenix AZ, 85051

Feb 2, 2026 → Feb 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✓ SLA Met (13 biz days early)
Active: 10 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
▶ Clock Running
Status: Created
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 2 → Feb 2, 2026
0 business days (not counted)
8d
▶ Clock Running
Status: L2 Review
Feb 2 → Feb 12, 2026
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 8 of ? biz days used
2d
▶ Clock Running
Status: Closed
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Billing Review
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: WO Correction Needed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Closed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 10 of ? biz days used
Created: Feb 2, 2026 Completed: Feb 17, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Feb 2 → Feb 2 Created ▶ Running 0 0
Feb 2 → Feb 2 Awaiting Parts ⏸ Paused 0 —
Feb 2 → Feb 12 L2 Review ▶ Running 8 8
Feb 12 → Feb 12 Assigned ▶ Running 0 8
Feb 12 → Feb 17 Closed ▶ Running 2 10
Feb 17 → Feb 17 Billing Review ▶ Running 0 10
Feb 17 → Feb 17 WO Correction Needed ▶ Running 0 10
Feb 17 → Feb 17 Closed ▶ Running 0 10
Feb 17 → Feb 17 Reschedule ▶ Running 0 10
Dispatch 0.0d
Material Management 0.6d
Coordinators 0.0d
Billing 9.1d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.6 days
Coordinators
0.0 days
Billing
9.1 days
Over SLA
Created: Feb 2, 2026 Due: Mar 6, 2026 Completed: Feb 17, 2026 (17 days early)
📅
10.9 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
11 transitions Status Changes
⚠️
9.4d 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 #00564044
Oak Street Health - 48 Hour - 142984: New Work Order Assigned
Closed
Work Order #142984 Work Order Description: anticoagulant machine not holding charge
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ana Lopez
Owner
Virtual Tech
Created
Jan 30, 2026
Work Orders from this Case (2)
WO-01341315 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 2, 2026 • Closed: Feb 17, 2026
WO-01357100 On Hold
SWAPOUT
Created: Mar 12, 2026
Completed with minor delays
Invoiced • 192 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 9.4 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
0.6d / 3.0d SLA
L2 Review
8.3d
Closed
2.4d / 1.0d SLA
Billing Review
0.1d / 2.0d SLA
WO Correction Needed
0.0d
Reschedule
0.0d / 2.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17/26 DPatton - See error message below. Please update "Serviced Date & Closed Date" and add work performed notes. Teams message to Joe W.

🔧 Work Performed
parts ordered and shipped to site after troubleshooting
🔍 Technician Findings
parts ordered and shipped to site after troubleshooting
⚠️ Problem Description
Work Order #142984 Work Order Description: anticoagulant machine not holding charge https://www.ebiotrack.com/workorder.php?wo=71310

Timeline

📞
Case Linked Jan 30, 5:39 PM
Case Number: 00564044
Subject: Oak Street Health - 48 Hour - 142984: New Work Order Assigned
Status: Closed
⏳ 1.8 business days
📋
▶
3 Work Order Created Feb 2, 11:34 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089500
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Feb 2, 4:16 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Sean Weaver
From: Awaiting Parts
To: L2 Review
Duration in Previous: 4h 41m
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Feb 12, 3:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 9d 23h, 0m
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Feb 17, 10:18 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 18h
✏️
Status: WO Correction Needed by Diane Patton Feb 17, 10:56 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 38m
🏁
▶
4 Status: Closed Feb 17, 11:02 AM
Status: Closed → Status: Reschedule → Labor Added → Status: Completed
🔄
Status: Reschedule by Wendy Argueta
From: Closed
To: Reschedule
Duration in Previous: 3m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.1
✔️
Status: Completed by Wendy Argueta
From: Reschedule, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 17, 11:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4m
⚠️ 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: 11d 2h
💰
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, 5:27 PM
Invoice Number: SM-255246

Bottlenecks

Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00564044
Closed
📦
Parts Order 00089500
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 2, 11:34 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03088404 Parts Open 1 $24.19 Feb 2, 4:16 PM
WL-03088405 Expenses Open 1 $12.28 Feb 2, 4:16 PM
WL-03108525 Labor Open 0.1 $30.64 Feb 17, 11:06 AM

Details