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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349529 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Passaic — 394 Broadway STE 100, Passaic NJ, 07055

Feb 4, 2026 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 3, 2026
✓ SLA Met (18 biz days early)
Active: 23 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: On Hold
Feb 4 → Feb 20, 2026
11 business days (counted)
Running total: 11 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Feb 20 → Mar 10, 2026
12 business days (counted)
Running total: 23 of ? biz days used
Created: Feb 4, 2026 Completed: Mar 10, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0
Feb 4 → Feb 20 On Hold ▶ Running 11 11
Feb 20 → Mar 10 Assigned ▶ Running 12 23
Dispatch 0.0d
Holding 12.0d (excluded)
Coordinators 13.0d
Billing 16.1d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
12.0 days
Coordinators
13.0 days
Over SLA
Billing
16.1 days
Over SLA
Created: Feb 4, 2026 Due: Apr 3, 2026 Completed: Mar 10, 2026 (24 days early)
📅
24.0 days Total Age
⏱️
16.0d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
28.5d 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

Open in Salesforce →
🎫
Case #00565095
<no subject>
Closed
Customer requesting it to be Programed? model: Welch Allyn - ProBP 3400 Model Type: Digital Blood Pressure Device Custom Field: Notes: Asset ID: 13115252 Site: Oak Street Health - Oak Street Health - Passaic<https://www.ebiotrack.com/sites.php?sid=22145> Department: PRIMARY CARE Depreciation Start Date: Physical Location: HALLWAY Depreciation Term: yrs Serial #: 100065082824
Priority
Standard
Origin
Email
Reason
New Case
Contact
Juan Archila
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349529 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 4, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 16.0 days stuck in "Ready to Bill"
⏱️
Total Delay 28.5 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
On Hold
12.0d
Assigned
13.0d / 0.5d SLA
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
2-4 Sent email requesting more information, ProBP 3400 does not have programming options. Customer confirmed it is Connex Vitals, Sent Interval setup procedure and Baxter T/S contact information if needed.
🔍 Technician Findings
2-4 Sent email requesting more information, ProBP 3400 does not have programming options. Customer confirmed it is Connex Vitals, Sent Interval setup procedure and Baxter T/S contact information if needed.
⚠️ Problem Description
Customer requesting it to be Programed? Connex Spot: (21)100031943925 https://www.ebiotrack.com/workorder.php?wo=71364

Timeline

📞
▶
3 Case Linked Feb 4, 9:06 AM
Case Linked → Work Order Created → Status: On Hold
📋
Work Order Created
Work Order: WO-01349529
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
Labor Added Feb 4, 9:49 AM
Type: Labor
Status: Open
Qty: 0.31666666666667
🚨 12.0 business days
👷
▶
2 Status: Assigned Feb 20, 10:22 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Tonya Santiago
Technician: Virtual Tech
🚨 13.0 business days
✔️
Status: Completed by Wendy Argueta Mar 10, 10:10 AM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 17d 22h, 0m
⏳ 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

Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
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 00565095
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 4, 9:11 AM
Invoice #
SM-258111

Work Details (1)

Name Type Status Qty Amount Date
WL-03090908 Labor Open 0.31666666666667 $61.29 Feb 4, 9:49 AM

Details