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WO-01349429 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - White Oak — 5760 W Little York Road, Houston TX, 77091

Feb 3, 2026 → Feb 10, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 6, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 11, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 4, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 4 → Feb 9, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
Created: Feb 3, 2026 Tech Off Site: Feb 11, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 3
Feb 3 → Feb 4 Awaiting Parts ⏸ Paused 1 —
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 0 / 3
Feb 4 → Feb 9 Assigned ▶ Running 3 3 / 3
Feb 9 → Feb 10 Scheduled ▶ Running 1 4 / 3
Feb 10 → Feb 11 Tech On Site ▶ Running 1 5 / 3
Dispatch 0.0d
Material Management 1.5d
Coordinators 5.8d
Field Work 0.6d
Billing 9.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Coordinators
5.8 days
Over SLA
Field Work
0.6 days
Billing
9.9 days
Over SLA
Created: Feb 3, 2026 Due: Feb 12, 2026 Completed: Feb 11, 2026 (1 days early)
📅
5.5 days Total Age
⏱️
9.9d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
14.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564911
Oak Street Health - 48 Hour - 143380: New Work Order Assigned
Closed
Work Order #143380 Work Order Description: The EKG machine continues to "die," despite being charged with a full battery.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Natressa Baxter
Owner
Virtual Tech
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349429 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Feb 3, 2026 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 260 days old
🚨
Primary Delay 9.9 days stuck in "Ready to Bill"
⏱️
Total Delay 14.1 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
1.5d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
9.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9/26 RBerry- Updated due date based on parts.


2/9 KKelch scheduled per logged email from Natressa

2/9 KKelch called Natressa to schedule for 2/10 between 2:30 and 3:30 pm. Left VM, sent email. 

2/6 KKelch called Natressa to schedule for 2/10 between 2:30 and 3:30 pm. Left VM. 


2/4 KKelch waiting on tracking to update prior to scheduling

🔧 Work Performed
Installed new battery. Let unit run on new battery for 15-20 mins to ensure no other power/battery issues. Equipment restored
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Work Order #143380 Work Order Description: The EKG machine continues to "die," despite being charged with a full battery. https://www.ebiotrack.com/workorder.php?wo=71356

Timeline

📞
Case Linked Feb 3, 3:04 PM
Case Number: 00564911
Subject: Oak Street Health - 48 Hour - 143380: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Feb 3, 3:16 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089602
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
📅
▶
2 Status: Ready for Scheduling Feb 4, 12:49 PM
Status: Ready for Scheduling → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
👷
▶
2 Technician Assigned Feb 4, 1:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 30m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 9, 9:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-10T20:30:00.000+0000
⏳ 2.0 business days
⏱️
2x Labor Added Feb 10, 2:35 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 20
🔧
Status: Tech On Site by Arturo Diaz Feb 10, 2:55 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
🚗
▶
2 Status: Tech Off Site Feb 10, 7:14 PM
Status: Tech Off Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 30
✔️
Status: Completed by Arturo Diaz Feb 10, 7:20 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 5m, 0m
⏳ 3.6 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 11:49 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 1h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 90.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255246

Bottlenecks

Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 9.9 business days (threshold: 1.0 business days)
Exceeded by 8.9 business days

🔗 Related Artifacts

📞
Case 00564911
Closed
📦
Parts Order 00089602
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 10, 3:30 PM
Created
Feb 3, 3:16 PM
Invoice #
SM-255246

Work Details (7)

Name Type Status Qty Amount Date
WL-03091220 Parts Open 1 $71.55 Feb 4, 12:49 PM
WL-03091221 Expenses Open 1 $15.00 Feb 4, 12:49 PM
WL-03099333 Labor Open 0.5 $61.29 Feb 10, 2:35 PM
WL-03099334 Travel Open 20 - Feb 10, 2:35 PM
WL-03100060 Labor Open 1 $122.57 Feb 10, 7:18 PM
WL-03100061 Labor Open 1.5 $0.00 Feb 10, 7:18 PM
WL-03100062 Travel Open 30 - Feb 10, 7:18 PM

Details