Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349299 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Aurora — 1022 North Farnsworth Ave., Aurora IL, 60505

Feb 3, 2026 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (3 biz days early)
Active: 24 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
24d
▶ Clock Running
Status: On Hold
Feb 3 → Mar 10, 2026
24 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Feb 3, 2026 Completed: Mar 10, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Mar 10 On Hold ▶ Running 24 24
Mar 10 → Mar 10 Assigned ▶ Running 0 24
Dispatch 0.0d
Holding 24.9d (excluded)
Billing 16.1d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
24.9 days
Billing
16.1 days
Over SLA
Created: Feb 3, 2026 Due: Mar 13, 2026 Completed: Mar 10, 2026 (3 days early)
📅
24.9 days Total Age
⏱️
24.9d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
16.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00564736
New Voice Message from Virtual Tech HCP - VARNEY SEAN (720) 757-2723 on 02/03/2026 9:48 AM
Closed
"Hello, my name is Catherine. I am a medical assistant with Oak Street Health in Aurora. I was giving you a call in regards to a unit that we have. It is AA1C machine and we had a power outage. It looks like it was not protected by surge and now it will not power on if you could Please give us a call back. My phone number is 720-757-2723. My boss Lauren is also available for that, but please give us a call back.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Catherine ?
Owner
Virtual Tech
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349299 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 3, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 24.9 days stuck in "On Hold"
⏱️
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
On Hold
24.9d
Closed
2.0d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2-17 Called and left VM for follow up. 2/3 called site and left VM 3/10 no response - closing WO
🔍 Technician Findings
n/a
⚠️ Problem Description
"Hello, my name is Catherine. I am a medical assistant with Oak Street Health in Aurora. I was giving you a call in regards to a unit that we have. It is AA1C machine and we had a power outage. It looks like it was not protected by surge and now it will not power on if you could Please give us a call back. My phone number is 720-757-2723. My boss Lauren is also available for that, but please give us a call back. https://www.ebiotrack.com/workorder.php?wo=71347

Timeline

📞
Case Linked Feb 3, 10:49 AM
Case Number: 00564736
Subject: New Voice Message from Virtual Tech HCP - VARNEY SEAN (720) 757-2723 on 02/03/2026 9:48 AM
Status: Closed
📋
▶
2 Work Order Created Feb 3, 11:50 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 25.0 business days
👷
▶
3 Technician Assigned Mar 10, 9:44 AM
Technician Assigned → Status: Assigned → Labor Added
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 34d 20h, 0m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 11, 11:42 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21d 5h
🧾
▶
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

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00564736
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 3, 11:50 AM
Invoice #
SM-258111

Work Details (1)

Name Type Status Qty Amount Date
WL-03137005 Labor Open 0.016666666666667 $30.64 Mar 10, 9:44 AM

Details