Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349290 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PSM

📍 Oak Street Health - Columbia, SC — 5110 Fairfield Rd., Columbia SC, 29203

Feb 3, 2026 → Mar 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed
Active: 15 biz days
Paused: 14 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 24, 2026
14 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Feb 24 → Mar 13, 2026
13 business days (counted)
Running total: 13 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 13 → Mar 13, 2026
0 business days (not counted)
2d
▶ Clock Running
Status: L2 Review
Mar 13 → Mar 17, 2026
2 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Completed
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: L2 Review
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Completed
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 15 of ? biz days used
Created: Feb 3, 2026 Completed: Mar 17, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Feb 24 Awaiting Parts ⏸ Paused 14
Feb 24 → Feb 24 Reschedule ▶ Running 0 0
Feb 24 → Feb 24 Assigned ▶ Running 0 0
Feb 24 → Feb 24 Entered ▶ Running 0 0
Feb 24 → Mar 13 Assigned ▶ Running 13 13
Mar 13 → Mar 13 Awaiting Parts ⏸ Paused 0
Mar 13 → Mar 17 L2 Review ▶ Running 2 15
Mar 17 → Mar 17 Completed ▶ Running 0 15
Mar 17 → Mar 17 L2 Review ▶ Running 0 15
Mar 17 → Mar 17 Completed ▶ Running 0 15
Mar 17 → Mar 17 Assigned ▶ Running 0 15
Dispatch 0.9d
Material Management 14.9d
Coordinators 13.4d
Field Work 0.0d
Billing 10.5d
✗ SLA Missed
Dispatch
0.9 days
Over SLA
Material Management
14.9 days
Over SLA
Coordinators
13.4 days
Over SLA
Field Work
0.0 days
Billing
10.5 days
Over SLA
Created: Feb 3, 2026 Due: Feb 6, 2026 Completed: Mar 17, 2026 (38 days late)
📅
30.0 days Total Age
⏱️
14.9d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
35.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00564756
Closed
AED Plus needs new batteries and a pad
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Tosha Green
Owner
Wendy Argueta
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349290 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 3, 2026 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 14.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 35.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.9d / 0.5d SLA
Awaiting Parts
14.9d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
13.4d / 0.5d SLA
L2 Review
3.0d
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
10.4d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/22 MOwens Called and spoke to Tosha Green. She said she does not need a tech to go onsite they will put on the AED pads and batteries. I will have this WO changes to a parts sale.

🔧 Work Performed
researched parts ordered and shipped to site
🔍 Technician Findings
researched parts ordered and shipped to site
⚠️ Problem Description
AED Plus needs new batteries and a pad https://www.ebiotrack.com/workorder.php?wo=71346

Timeline

📞
2 Case Linked Feb 3, 11:17 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01349290
Type: Virtual Tech - Drop Shipment
Priority: PSM
📦
2 Parts Requested Feb 3, 11:25 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
📦
Parts Requested Feb 3, 1:31 PM
Order: 00089588
Status: Closed
3.0 business days
🔩
2x Parts Added Feb 5, 1:35 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 13.0 business days
🔩
2 2x Parts Added Feb 24, 8:24 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20d 20h
👷
2 Technician Assigned Feb 24, 8:36 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 11m
🆕
Status: Entered by Melissa Owens Feb 24, 9:42 AM
From: Assigned
To: Entered
Duration in Previous: 1h 6m
👷
2 Technician Assigned Feb 24, 5:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Sherry Reich
From: Entered
To: Assigned
Duration in Previous: 7h 21m
🚨 13.8 business days
📦
2 Status: Awaiting Parts Mar 13, 8:36 AM
Status: Awaiting Parts → Status: L2 Review
👀
Status: L2 Review by Rhonnie Reeves
From: Awaiting Parts
To: L2 Review
Duration in Previous: 1m
3.0 business days
✔️
4 Status: Completed Mar 17, 11:32 AM
Status: Completed → Status: L2 Review → Labor Added → Technician Assigned
👀
Status: L2 Review by Wendy Argueta
From: Completed, L2 Review
To: L2 Review, Completed, Assigned
Duration in Previous: 2m, 0m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.033333333333333
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta Mar 17, 11:38 AM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 18, 4:42 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 5h
🚨 10.9 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 0h
🧾
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Awaiting Parts
Duration: 14.9 business days (threshold: 3.0 business days)
Exceeded by 11.9 business days
Entered
Duration: 7.4 business hours (threshold: 4.0 business hours)
Exceeded by 3.4 business hours
Assigned
Duration: 13.2 business days (threshold: 4.0 business hours)
Exceeded by 12.7 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00564756
Closed
📦
Parts Order 00089576
Closed
📦
Parts Order 00089588
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 3, 11:22 AM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-03093206 Parts Open 1 $51.25 Feb 5, 1:35 PM
WL-03093207 Expenses Open 1 $16.76 Feb 5, 1:35 PM
WL-03117155 Parts Open 1 $263.48 Feb 24, 8:24 AM
WL-03117156 Expenses Open 1 $0.00 Feb 24, 8:24 AM
WL-03147162 Labor Open 0.033333333333333 $30.64 Mar 17, 11:35 AM

Details