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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349258 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

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

Feb 3, 2026 → Feb 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (25 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Feb 5, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: On Hold
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 3, 2026
0 business days (not counted)
2d
▶ Clock Running
Status: On Hold
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Feb 3, 2026 Completed: Feb 5, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Feb 3 On Hold ▶ Running 0 0
Feb 3 → Feb 3 Awaiting Parts ⏸ Paused 0 —
Feb 3 → Feb 5 On Hold ▶ Running 2 2
Feb 5 → Feb 5 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 0.0d
Holding 3.0d (excluded)
Coordinators 0.0d
Billing 14.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Holding (excluded from total)
3.0 days
Coordinators
0.0 days
Billing
14.0 days
Over SLA
Created: Feb 3, 2026 Due: Mar 13, 2026 Completed: Feb 5, 2026 (36 days early)
📅
3.0 days Total Age
⏱️
14.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
14.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator 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 Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Jan 29, 2026 • Closed: Feb 3, 2026
WO-01349258 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 3, 2026 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 14.0 days stuck in "Ready to Bill"
⏱️
Total Delay 14.3 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
On Hold
3.0d
Awaiting Parts
0.0d / 3.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
14.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-3 DSR Close 2-5 Thursday

🔧 Work Performed
Remova and disposal of old fridge. Service complete. Confirmation Number: 870011
🔍 Technician Findings
Confirmation Number: 870011
⚠️ Problem Description
Work Order #137308 Pick up Old Fridge and Disposal. Load Up. https://www.ebiotrack.com/workorder.php?wo=71340

Timeline

📞
Case Linked Jan 12, 3:07 PM
Case Number: 00558198
Subject: Oak Street Health - 24 Hour - 137308: New Work Order Assigned
Status: Closed
🚨 16.0 business days
📋
▶
2 Work Order Created Feb 3, 10:03 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 4m
📦
▶
2 Parts Requested Feb 3, 10:13 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: On Hold
To: Awaiting Parts
Duration in Previous: 5m
⏸️
Status: On Hold by Derek Reynolds Feb 3, 10:18 AM
From: Awaiting Parts
To: On Hold
Duration in Previous: 5m
⏱️
2x Labor Added Feb 3, 10:24 AM
Type: Labor, Expenses
Status: Open
Qty: 0.51666666666667
⏳ 3.0 business days
👷
▶
3 Technician Assigned Feb 5, 4:26 PM
Technician Assigned → Status: Assigned → Status: Completed
👷
Status: Assigned by Derek Reynolds
From: On Hold
To: Assigned
Duration in Previous: 2d 6h
✔️
Status: Completed by Derek Reynolds
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 9:58 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 17h
🚨 14.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 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: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days

🔗 Related Artifacts

📞
Case 00558198
Closed
📦
Parts Order 00089571
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 3, 10:03 AM
Invoice #
SM-255246

Work Details (2)

Name Type Status Qty Amount Date
WL-03089223 Labor Open 0.51666666666667 $91.93 Feb 3, 10:24 AM
WL-03089224 Expenses Open 1 $165.65 Feb 3, 10:24 AM

Details