Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349770 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Delmont Village, LA — 5151 Plank Road, Ste 210, Baton Rouge LA, 70805

Feb 5, 2026 → May 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 3, 2026
✗ SLA Missed (5 biz days late)
Active: 45 biz days
Paused: 17 biz days
🕐 Clock stopped: Completed (May 5, 2026)
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
42d
▶ Clock Running
Status: On Hold
Feb 5 → Apr 7, 2026
42 business days (counted)
Running total: 42 of ? biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Apr 7 → Apr 30, 2026
17 business days (not counted)
▶ Clock Running
Status: L2 Review
Apr 30 → May 5, 2026
3 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Assigned
May 5 → May 5, 2026
0 business days (counted)
Running total: 45 of ? biz days used
Created: Feb 5, 2026 Completed: May 5, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0
Feb 5 → Apr 7 On Hold ▶ Running 42 42
Apr 7 → Apr 30 Awaiting Parts ⏸ Paused 17 —
Apr 30 → May 5 L2 Review ▶ Running 3 45
May 5 → May 5 Assigned ▶ Running 0 45
Dispatch 0.0d
Material Management 17.5d
Holding 43.0d (excluded)
Field Work 0.0d
Billing 18.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.5 days
Over SLA
Holding (excluded from total)
43.0 days
Field Work
0.0 days
Billing
18.3 days
Over SLA
Created: Feb 5, 2026 Due: Apr 3, 2026 Completed: May 5, 2026 (31 days late)
📅
63.0 days Total Age
⏱️
43.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
32.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565480
Oak Street Health - 48 Hour - 143512: New Work Order Assigned
Closed
Work Order #143512 Work Order Description: The tubing that connects to the cuff is disconnecting
Priority
Standard
Origin
Email
Reason
New Case
Contact
Labrittanee Jones
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349770 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 5, 2026 • Closed: May 5, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 43.0 days stuck in "On Hold"
⏱️
Total Delay 32.3 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
43.0d
Awaiting Parts
17.5d / 3.0d SLA
L2 Review
4.0d
Completed
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/7/26 DPatton - I had to remove L2 Rep Gavin Poole from the WO due to error message when trying to update parts price. Once removed, I was able to proceed.

🔧 Work Performed
2-5 Requesting pic and more information to source parts needed. Parts shipped. Tracking ID: 488522312683 Delivered Monday, 5/04/2026 at 2:31 pm Signed for by: ESMITH
⚠️ Problem Description
Work Order #143512 Work Order Description: The tubing that connects to the cuff is disconnecting https://www.ebiotrack.com/workorder.php?wo=71403

Timeline

📞
Case Linked Feb 4, 4:42 PM
Case Number: 00565480
Subject: Oak Street Health - 48 Hour - 143512: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 5, 8:32 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 43.0 business days
📦
▶
2 Parts Requested Apr 7, 3:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: On Hold
To: Awaiting Parts
Duration in Previous: 61d 6h
🚨 18.0 business days
🔩
▶
2 2x Parts Added Apr 30, 8:30 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by John Rolston
From: Awaiting Parts
To: L2 Review
Duration in Previous: 22d 16h
⏳ 4.0 business days
👷
▶
3 Technician Assigned May 5, 1:56 PM
Technician Assigned → Status: Assigned → Status: Closed
👷
Status: Assigned by Emmanuel Morales
From: L2 Review, Assigned
To: Assigned, Completed
Duration in Previous: 5d 5h, 0m
🏁
Status: Closed by Emmanuel Morales
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
⏱️
▶
2 Labor Added May 7, 9:39 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Jun 1, 5:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 25d 8h
🧾
▶
2 Invoice Created Jun 2, 2:39 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 20h 48m

Bottlenecks

Awaiting Parts
Duration: 17.5 business days (threshold: 3.0 business days)
Exceeded by 14.5 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00565480
Closed
📦
Parts Order 00094177
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 5, 8:32 AM
Invoice #
SM-263519

Work Details (3)

Name Type Status Qty Amount Date
WL-03208582 Parts Open 1 $74.63 Apr 30, 8:30 AM
WL-03208583 Expenses Open 1 $21.07 Apr 30, 8:30 AM
WL-03217746 Labor Open 0.25 $30.64 May 7, 9:39 AM

Details