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Detailed work order timeline, KPIs, and analysis

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WO-01350157 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Winston Salem, NC — 2668 Peters Creek Pkwy, Winston-Salem NC, 27127

Feb 6, 2026 → Feb 11, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 11, 2026
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 11, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Feb 6, 2026 Completed: Feb 11, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 3
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 0 / 3
Feb 6 → Feb 6 Assigned ▶ Running 0 0 / 3
Feb 6 → Feb 11 Scheduled ▶ Running 3 3 / 3
Feb 11 → Feb 11 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 4.3d
Field Work 0.5d
Billing 9.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.3 days
Over SLA
Field Work
0.5 days
Billing
9.9 days
Over SLA
Created: Feb 6, 2026 Due: Feb 11, 2026 Completed: Feb 11, 2026 (on time)
📅
4.0 days Total Age
⏱️
9.9d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
11.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563365
Return Fridge Request to Oak Street Depot
Closed
@Derek Reynolds - I am going to place an order for the correct fridge for Winston-Salem. The center has a fridge that needs to be returned back to the depot. How should the center proceed with the return?
Priority
Standard
Origin
Email
Reason
New Case
Contact
Quatisha Mcmurtry
Owner
Derek Reynolds
Created
Jan 29, 2026
Work Orders from this Case (2)
WO-01340681 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 29, 2026 • Closed: Feb 27, 2026
WO-01350157 (current) Invoiced
Virtual Tech - Field Repair • Christopher Morning
Created: Feb 6, 2026 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 9.9 days stuck in "Ready to Bill"
⏱️
Total Delay 11.8 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
0.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
9.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/6 MOwens Called and spoke to Quatisha McMurtry. I offered the first available opening on 2/11 between 3-4pm to schedule the visit. She said that day works for her.

🔧 Work Performed
2-11-26 CTM - Installed new fridge and added to EBT inventory , Verified temps . Notify POC Quatisha Mcmurtry of completion .
🔍 Technician Findings
2-11-26 CTM - Install new fridge and add to EBT inventory , Verify temps . Notify POC Quatisha Mcmurtry of completion .
⚠️ Problem Description
Install new fridge and add to EBT inventory, Verify Temps and send email to virtualtech@emsar.com if customer would like old fridge removed. https://www.ebiotrack.com/workorder.php?wo=71463

Timeline

📞
Case Linked Jan 29, 11:11 AM
Case Number: 00563365
Subject: Return Fridge Request to Oak Street Depot
Status: Closed
⚠️ 7.0 business days
📋
▶
2 Work Order Created Feb 6, 8:22 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Feb 6, 12:21 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 57m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-11T20:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 3m
⏳ 4.0 business days
⏱️
▶
2 2x Labor Added Feb 11, 2:28 PM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Christopher Morning
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 2h
⏱️
▶
2 Labor Added Feb 11, 4:09 PM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site
To: Completed
Duration in Previous: 1h 40m
⏱️
▶
2 2x Labor Added Feb 11, 6:30 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 2h 21m
⏳ 2.7 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 11:54 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 17h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 1h
🧾
▶
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

Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 9.9 business days (threshold: 1.0 business days)
Exceeded by 8.9 business days

🔗 Related Artifacts

📞
Case 00563365
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Christopher Morning
Scheduled
Feb 11, 3:00 PM
Created
Feb 6, 8:22 AM
Invoice #
SM-255246

Work Details (5)

Name Type Status Qty Amount Date
WL-03101280 Labor Open 2 $245.14 Feb 11, 2:28 PM
WL-03101281 Travel Open 108 - Feb 11, 2:28 PM
WL-03101528 Labor Open 1.5 $183.86 Feb 11, 4:09 PM
WL-03101827 Labor Open 2.5 $0.00 Feb 11, 6:30 PM
WL-03101828 Travel Open 119 - Feb 11, 6:30 PM

Details