Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349381 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Bronzeville — 4318 S State St, Chicago IL, 60609

Feb 3, 2026 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✓ SLA Met (14 biz days early)
Active: 6 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 5, 2026
2 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: L2 Review
Feb 6 → Feb 12, 2026
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 6 of ? biz days used
Created: Feb 3, 2026 Completed: Feb 13, 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 5 Awaiting Parts ⏸ Paused 2 —
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 1
Feb 6 → Feb 12 L2 Review ▶ Running 4 5
Feb 12 → Feb 13 Assigned ▶ Running 1 6
Dispatch 0.0d
Material Management 2.7d
Coordinators 3.0d
Field Work 0.0d
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
2.7 days
Coordinators
3.0 days
Over SLA
Field Work
0.0 days
Billing
9.0 days
Over SLA
Created: Feb 3, 2026 Due: Mar 6, 2026 Completed: Feb 13, 2026 (21 days early)
📅
8.7 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
9.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00564817
Oak Street Health - 48 Hour - 143314: New Work Order Assigned
Closed
Work Order #143314 Work Order Description: Otoscope in room 9 is not working properly, the light works but the lens is is not clear. Please send tech to evaluate and repair.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Judith De La Rosa
Owner
Virtual Tech
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349381 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 3, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 260 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 9.5 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
Awaiting Parts
2.7d / 3.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
L2 Review
5.0d
Assigned
1.4d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Work Order #143314 Work Order Description: Otoscope in room 9 is not working properly, the light works but the lens is is not clear https://www.ebiotrack.com/workorder.php?wo=71349

Timeline

📞
Case Linked Feb 3, 12:43 PM
Case Number: 00564817
Subject: Oak Street Health - 48 Hour - 143314: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Feb 3, 1:29 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089589
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Audrey Tharp Feb 5, 1:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 0h
🔩
2x Parts Added Feb 5, 2:50 PM
Type: Parts, Expenses
Status: Open
Qty: 1
👀
Status: L2 Review by Wendy Argueta Feb 6, 9:08 AM
From: Ready for Scheduling
To: L2 Review
Duration in Previous: 19h 14m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Feb 12, 3:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review
To: Assigned
Duration in Previous: 6d 6h
⏱️
▶
3 Labor Added Feb 13, 9:50 AM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Wendy Argueta
From: Assigned
To: Completed
Duration in Previous: 18h 5m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 16, 12:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 2h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 0h
🧾
▶
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

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00564817
Closed
📦
Parts Order 00089589
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 3, 1:29 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03093483 Parts Open 1 $455.47 Feb 5, 2:50 PM
WL-03093484 Expenses Open 1 $18.11 Feb 5, 2:50 PM
WL-03104713 Labor Open 0.016666666666667 $30.64 Feb 13, 9:50 AM

Details