Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349336 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Stone Mountain, GA — 1825 Rockbridge Road SW, Ste 15B, Stone Mountain GA, 30087

Feb 3, 2026 → Mar 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (6 biz days early)
Active: 21 biz days
🕐 Clock stopped: Completed (Mar 5, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
21d
▶ Clock Running
Status: On Hold
Feb 3 → Mar 5, 2026
21 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 21 of ? biz days used
Created: Feb 3, 2026 Completed: Mar 5, 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 5 On Hold ▶ Running 21 21
Mar 5 → Mar 5 Assigned ▶ Running 0 21
Dispatch 0.0d
Holding 21.8d (excluded)
Coordinators 0.0d
Billing 18.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
21.8 days
Coordinators
0.0 days
Billing
18.0 days
Over SLA
Created: Feb 3, 2026 Due: Mar 13, 2026 Completed: Mar 5, 2026 (8 days early)
📅
21.8 days Total Age
⏱️
21.8d in On Hold Longest Stage
🔄
6 transitions Status Changes
⚠️
18.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00564746
New Voice Message from Virtual Tech HCP - CHICAGO ZONE IL (312) 550-7302 on 02/03/2026 10:02 AM
Closed
Welch Allyn Spot Monitor is falling apart
Priority
Standard
Origin
Email
Reason
New Case
Contact
O'Neil Williams
Owner
Virtual Tech
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349336 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 3, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 21.8 days stuck in "On Hold"
⏱️
Total Delay 18.3 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
21.8d
Assigned
0.0d / 0.5d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
17.9d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2/3 emailed the site for an image of the damaged monitor
🔍 Technician Findings
2/3 emailed the site for an image of the damaged monitor
⚠️ Problem Description
Welch Allyn Spot Monitor is falling apart https://www.ebiotrack.com/workorder.php?wo=71348

Timeline

📞
Case Linked Feb 3, 11:03 AM
Case Number: 00564746
Subject: New Voice Message from Virtual Tech HCP - CHICAGO ZONE IL (312) 550-7302 on 02/03/2026 10:02 AM
Status: Closed
📋
▶
2 Work Order Created Feb 3, 12:17 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 1m
🚨 22.0 business days
⏱️
▶
4 Labor Added Mar 5, 3:37 PM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold
To: Assigned
Duration in Previous: 30d 3h
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 9, 12:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 19h
🚨 18.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 4h
🧾
▶
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: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 17.9 business days (threshold: 1.0 business days)
Exceeded by 16.9 business days

🔗 Related Artifacts

📞
Case 00564746
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 3, 12:17 PM
Invoice #
SM-258111

Work Details (1)

Name Type Status Qty Amount Date
WL-03131971 Labor Open 0.033333333333333 $30.64 Mar 5, 3:37 PM

Details