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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349618 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Moline — 1996 1st Street A, Moline IL, 61265

Feb 4, 2026 → Feb 10, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Feb 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ 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
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
1d
▶ Clock Running
Status: Incomplete
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
Created: Feb 4, 2026 Invoiced: Feb 10, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0 / 3
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 0 / 3
Feb 4 → Feb 9 Assigned ▶ Running 3 3 / 3
Feb 9 → Feb 9 Scheduled ▶ Running 0 3 / 3
Feb 9 → Feb 9 Tech On Site ▶ Running 0 3 / 3
Feb 9 → Feb 9 Tech Off Site ▶ Running 0 3 / 3
Feb 9 → Feb 9 Completed ▶ Running 0 3 / 3
Feb 9 → Feb 10 Incomplete ▶ Running 1 4 / 3
Dispatch 0.0d
Coordinators 4.0d
Field Work 0.1d
Incomplete 1.6d (excluded)
Billing 11.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.0 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
1.6 days
Billing
11.6 days
Over SLA
Created: Feb 4, 2026 Due: Feb 9, 2026 Completed: Feb 10, 2026 (on time)
📅
4.7 days Total Age
⏱️
11.6d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
14.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565262
New Voice Message from Virtual Tech HCP - GONZALES EVA (309) 738-2493 on 02/04/2026 11:28 AM
Closed
customer requesting tech onsite to evaluate EKG
Priority
Standard
Origin
Email
Reason
New Case
Contact
Eva Gonzalez
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349618 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Feb 4, 2026 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 11.6 days stuck in "Ready to Bill"
⏱️
Total Delay 14.8 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
Scheduled
0.3d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Incomplete
1.6d
Closed
2.0d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Tested connection and leads on EKG - Found connectors are at fault, creating artifact noise - Recommend connector replacement
🔍 Technician Findings
Found V4 lead connector was causing artifact noise
⚠️ Problem Description
customer requesting tech onsite to evaluate EKG https://www.ebiotrack.com/workorder.php?wo=71377

Timeline

📞
Case Linked Feb 4, 12:28 PM
Case Number: 00565262
Subject: New Voice Message from Virtual Tech HCP - GONZALES EVA (309) 738-2493 on 02/04/2026 11:28 AM
Status: Closed
📋
▶
2 Work Order Created Feb 4, 1:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Feb 4, 1:37 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 9, 10:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-02-09T19:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Feb 9, 1:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 43m
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 9, 2:06 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 44m
✔️
Status: Completed by Jonathan Kuehl Feb 9, 2:18 PM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 12m, 0m
⏱️
3x Labor Added Feb 9, 7:30 PM
Type: Labor, Travel
Status: Open
Qty: 6.85, 0.73333333333333, 361
🏁
Status: Closed by Jonathan Kuehl Feb 10, 5:25 AM
From: Incomplete
To: Closed
Duration in Previous: 15h 6m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 8h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
🧾
▶
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

Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00565262
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 9, 2:00 PM
Created
Feb 4, 1:24 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03098398 Labor Open 6.85 $367.71 Feb 9, 7:30 PM
WL-03098399 Labor Open 0.73333333333333 $91.93 Feb 9, 7:30 PM
WL-03098400 Travel Open 361 - Feb 9, 7:30 PM

Details