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WO-01349756 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Cedar Crest — 2663 S. Lancaster Road, Dallas TX, 75216

Feb 5, 2026 → Mar 3, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (9 biz days late)
Active: 12 biz days
Paused: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Feb 12, 2026
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
6d
▶ Clock Running
Status: Assigned
Feb 12 → Feb 23, 2026
6 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
3d
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 26, 2026
3 business days (counted)
Running total: 9 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 3, 2026
3 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
Created: Feb 5, 2026 Completed: Mar 3, 2026
Business Days Used 12 / 3
0 3d budget +9d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 3
Feb 5 → Feb 12 Awaiting Parts ⏸ Paused 5 —
Feb 12 → Feb 12 Reschedule ▶ Running 0 0 / 3
Feb 12 → Feb 23 Assigned ▶ Running 6 6 / 3
Feb 23 → Feb 23 Scheduled ▶ Running 0 6 / 3
Feb 23 → Feb 26 Reschedule ▶ Running 3 9 / 3
Feb 26 → Mar 3 Scheduled ▶ Running 3 12 / 3
Mar 3 → Mar 3 Tech On Site ▶ Running 0 12 / 3
Dispatch 0.0d
Material Management 6.0d
Coordinators 14.2d
Field Work 0.8d
Billing 19.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
14.2 days
Over SLA
Field Work
0.8 days
Billing
19.6 days
Over SLA
Created: Feb 5, 2026 Due: Feb 18, 2026 Completed: Mar 3, 2026 (12 days late)
📅
18.0 days Total Age
⏱️
19.6d in Ready to Bill Longest Stage
🔄
12 transitions Status Changes
⚠️
32.4d over Total Delay
📦
1 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 #00565169
eBiotrack - New Work Order Request - Inspection Repair
Closed
Oak Street Health - Cedar Crest Site: Oak Street Health - Cedar Crest Customer: Oak Street Health Customer #: 256 2663 S. Lancaster Road Dallas, TX 75216 Inspection #: 31878 Asset ID: 13214916 Serial #: V2683875 Model: Midmark - 626-003 Notes: Electrical Safety Tested Passed Per NFPA 99 Specifications Ground Resistance: _291_____ (mOhms) Chassis Leakage (NC): _0_____ (uAmps) Chassis Leakage (SF): __128____ (uAmps) Failed Calibration Recommended Device Replacement Intermittent failure Follow-up required. Reviewed service with customer, quote needed Parts Needed- Emsar to follow up with quote for needed replacement part. Both foot and hand control have no function. Chair will need a wireless PCB, part# 002-10106-00 to complete repair.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amber Valenzuela
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349756 (current) Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Feb 5, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 19.6 days stuck in "Ready to Bill"
⏱️
Total Delay 32.4 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
6.0d / 3.0d SLA
Reschedule
3.3d / 2.0d SLA
Assigned
7.0d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
19.6d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/26 KKelch scheduled per logged email from Amber. Email logged on WO-01349884

2/26 KKelch sent an email to Amber for scheduling. Email logged on WO-01349884

2/23 KKelch sent an email to Amber for rescheduling per CDempsey. Placed in R/S pending response. Email logged on WO-01349884

2/23 KKelch scheduled per logged email from Amber. Email logged on WO-01349884

2/23 KKelch sent Amber an email for scheduling. Email logged on WO-01349756

2/18/26 RBerry- Updated due date based on parts. Updated delay code.


2/18 KKelch sent Amber an email for scheduling. Email logged on WO-01349884

2/13 KKelch sent Amber an email for scheduling. Email logged on WO-01349884

🔧 Work Performed
Installed new Wireless PCB Board. Unit function tested and passed. Unit returned to service. No travel do to multiple work orders at site.
🔍 Technician Findings
3/3/2026 Zachary Stieben arrived on site. Found Midmark exam chair Asset# ID 13214916 with no wireless function.
⚠️ Problem Description
Oak Street Health - Cedar Crest Site: Oak Street Health - Cedar Crest Customer: Oak Street Health Customer #: 256 2663 S. Lancaster Road Dallas, TX 75216 Inspection #: 31878 Asset ID: 13214916 Serial #: V2683875 Model: Midmark - 626-003 Notes: Electrical Safety Tested Passed Per NFPA 99 Specifications Ground Resistance: _291_____ (mOhms) Chassis Leakage (NC): _0_____ (uAmps) Chassis Leakage (SF): __128____ (uAmps) Failed Calibration Recommended Device Replacement Intermittent failure Follow-up required. Reviewed service with customer, quote needed Parts Needed- Emsar to follow up with quote for needed replacement part. Both foot and hand control have no function. Chair will need a wireless PCB, part# 002-10106-00 to complete repair. https://www.ebiotrack.com/workorder.php?wo=71395

Timeline

📞
Case Linked Feb 4, 11:11 AM
Case Number: 00565169
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
3 Work Order Created Feb 5, 7:53 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089757
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Feb 12, 8:40 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 0h
👷
▶
2 Technician Assigned Feb 12, 9:05 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 24m
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 4:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-25T21:00:00.000+0000
🔄
Status: Reschedule by Kaitlyn Kelch Feb 23, 5:01 PM
From: Scheduled
To: Reschedule
Duration in Previous: 47m
⏳ 3.9 business days
📅
▶
2 Dispatch Scheduled Feb 26, 12:22 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 2d 19h
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 3, 10:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
✔️
Status: Completed by Zachary Stieben Mar 3, 11:00 AM
From: Tech On Site
To: Completed
Duration in Previous: 43m
⏱️
▶
2 Labor Added Mar 3, 5:00 PM
Labor Added → Status: Closed
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 6h 2m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 2:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 2h
🧾
▶
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

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Reschedule
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 19.6 business days (threshold: 1.0 business days)
Exceeded by 18.6 business days

🔗 Related Artifacts

📞
Case 00565169
Closed
📦
Parts Order 00089757
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 3, 10:00 AM
Created
Feb 5, 7:53 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03102551 Parts Open 1 $503.28 Feb 12, 8:40 AM
WL-03102552 Expenses Open 1 $23.79 Feb 12, 8:40 AM
WL-03128443 Labor Open 0.83333333333333 $122.57 Mar 3, 5:00 PM

Details