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WO-01349680 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Flatbush, NY — 1249 Nostrand Ave, Brooklyn NY, 11225

Feb 4, 2026 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 3, 2026
✓ SLA Met (39 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: On Hold
Feb 4 → Feb 6, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Feb 4, 2026 Completed: Feb 6, 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 6 On Hold ▶ Running 2 2
Feb 6 → Feb 6 Assigned ▶ Running 0 2
Dispatch 0.0d
Holding 2.5d (excluded)
Coordinators 0.0d
Billing 14.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
2.5 days
Coordinators
0.0 days
Billing
14.0 days
Over SLA
Created: Feb 4, 2026 Due: Apr 3, 2026 Completed: Feb 6, 2026 (56 days early)
📅
2.5 days Total Age
⏱️
14.0d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
14.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565371
Re: [EXTERNAL] Repair Request Update []
Closed
Hi Derek, Thanks for the update on the fridge order. We have switched out the old fridge and need to ship it back to you. Please let me know the pickup date. Best, Niesha On Mon, Jan 26, 2026 at 3:11 PM Derek Reynolds <derek.reynolds@emsar.com> wrote: > ***** External Email - Use Caution ***** > ------------------------------ > > [image: EMSAR email Logo] > > > > Dear Niesha Wilkins, > > We have ordered the replacement fridge needed for the request below. > Please let us know if you need additional assistance after the parts > arrive. For updates on tracking or order status please email > orders@emsar.com and reference the work order number below. > > *REQUEST DETAILS* > > - *Work Order #:* WO-01339905 > - *Location:* Oak Street Health - Flatbush, NY > - *Request Notes:* Drop ship replacement fridge > > Old Fridge > Model: American Biotech Supply - PH-ABT-UCBI-0404G-ADA-LH > Model Type: Refrigerator > Custom Field: > Notes: > Asset ID: 13236671 > Site: Oak Street Health - Oak Street Health - Flatbush, NY > Department: Primary CareDepreciation Start Date:Physical Location: > LabDepreciation Term: 0yrsSerial #: ABS-24266878-2502-V52 > - *Date Opened:* 2026-01-26 20:08:27 > > Thank you for trusting EMSAR with your medical equipment needs. We look > forward to resolving this issue together. > > EMSAR Virtual Tech Team > (888)-841-5155 (Option 2) > virtualtech@emsar.com > > For any questions please contact us 888-841-5155 (Option 2) or > virtualtech@emsar.com > > > *The information in this e-mail is confidential and may be legally > privileged; it is intended solely for the addressee. If you have received > this communication in error you are notified that disclosing, copying, > distributing or taking any action in reliance on the contents of this > information is strictly prohibited and please notify the sender > immediately. Although the company has taken reasonable precautions to > ensure no viruses are present in this email, the company cannot accept > responsibility for any loss or damage arising from the use of this email or > attachments.* > > > [] > > > > Derek S. Reynolds > BioMedical Equipment Engineer > derek.reynolds@emsar.com > 888-841-5155 ext 2 > Office: (937) 741-4833 > -- *Niesha Wilkins | **Practice Manager * *Flatbush** | 1249 Nostrand Ave Brooklyn, NY 11225 **| **☏ (718)502-8927*
Priority
Standard
Origin
Email
Reason
New Case
Contact
Niesha Wilkins
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349680 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 4, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 259 days old
🚨
Primary Delay 14.0 days stuck in "Ready to Bill"
⏱️
Total Delay 14.0 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
2.5d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
14.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Close WO on 2-6

🔧 Work Performed
Schedule Fridge Removal - completed Confirmation Number: 870763
🔍 Technician Findings
Confirmation Number: 870763
⚠️ Problem Description
Hi Derek, Thanks for the update on the fridge order. We have switched out the old fridge and need to ship it back to you. Please let me know the pickup date. Best, Niesha https://www.ebiotrack.com/workorder.php?wo=71390

Timeline

📞
Case Linked Feb 4, 2:50 PM
Case Number: 00565371
Subject: Re: [EXTERNAL] Repair Request Update []
Status: Closed
📋
▶
2 Work Order Created Feb 4, 3:12 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
Labor Added Feb 4, 3:31 PM
Type: Labor
Status: Open
Qty: 0.51666666666667
⏳ 3.0 business days
👷
▶
4 Technician Assigned Feb 6, 8:57 AM
Technician Assigned → Status: Assigned → Expenses Added → Status: Completed
👷
Status: Assigned by Derek Reynolds
From: On Hold
To: Assigned
Duration in Previous: 1d 17h
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Derek Reynolds
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 10:00 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 1h
🚨 14.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 3h
🧾
▶
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

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days

🔗 Related Artifacts

📞
Case 00565371
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 4, 3:12 PM
Invoice #
SM-255246

Work Details (2)

Name Type Status Qty Amount Date
WL-03091501 Labor Open 0.51666666666667 $91.93 Feb 4, 3:31 PM
WL-03094888 Expenses Open 1 $174.99 Feb 6, 8:58 AM

Details