Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349243 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Flatbush, NY — 1249 Nostrand Ave, Brooklyn NY, 11225

Feb 3, 2026 → Feb 4, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 6, 2026
✓ SLA Met (2 biz days early)
Active: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
Created: Feb 3, 2026 Completed: Feb 4, 2026
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 3
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0 / 3
Feb 3 → Feb 3 Assigned ▶ Running 0 0 / 3
Feb 3 → Feb 4 Scheduled ▶ Running 1 1 / 3
Feb 4 → Feb 4 Tech On Site ▶ Running 0 1 / 3
Dispatch 0.0d
Coordinators 2.1d
Field Work 0.0d
Billing 15.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.1 days
Field Work
0.0 days
Billing
15.0 days
Over SLA
Created: Feb 3, 2026 Due: Feb 6, 2026 Completed: Feb 4, 2026 (2 days early)
📅
2.0 days Total Age
⏱️
15.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
16.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00564419
HCP L2 Review
Closed
I am writing to request a service technician for the two EKG machines. While both units power on correctly, the leads are failing to register a reading. We have attempted basic troubleshooting, but the issue persists on both machines. Since this is affecting our ability to perform patient screenings, could you please send a technician out as soon as possible to assist?
Priority
Critical
Origin
Email
Reason
New Case
Contact
Niesha Wilkins
Owner
Virtual Tech
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349243 (current) Invoiced
Virtual Tech - Field Repair • Mohamed Shareed
Created: Feb 3, 2026 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 15.0 days stuck in "Ready to Bill"
⏱️
Total Delay 16.0 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
Scheduled
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/3 KSmith -- Scheduled for tomorrow with Niesha. 9-11am on WO-01349151
🔧 Work Performed
Found AM12 connected to incorrect USB port. Moved AM12 to ECG port tested with simulator no faults. Site also performed test on patient no faults.
🔍 Technician Findings
Site reports unit does not read leads when connected.
⚠️ Problem Description
Perform full functional testing on EKG. Customer reporting Leads off error.

Timeline

📞
Case Linked Feb 2, 12:46 PM
Case Number: 00564419
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Feb 3, 8:59 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Feb 3, 10:05 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 3m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T14:00:00.000+0000
⏱️
▶
2 Labor Added Feb 4, 9:33 AM
Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Mohamed Shareed
From: Scheduled, Tech On Site
To: Tech On Site, Completed
Duration in Previous: 23h 28m, 0m
🏁
Status: Closed by Mohamed Shareed Feb 4, 9:52 AM
From: Completed
To: Closed
Duration in Previous: 18m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 6, 10:06 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
🚨 15.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22d 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

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00564419
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Feb 4, 9:00 AM
Created
Feb 3, 8:59 AM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03090893 Labor Open 0.5 $61.29 Feb 4, 9:33 AM

Details