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WO-01350165 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Lincoln Crossing, IL — 1401 Western Ave, Chicago Heights IL, 60411

Feb 6, 2026 → Mar 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed (20 biz days late)
Active: 34 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Mar 30, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of ? biz days used
28d
▶ Clock Running
Status: On Hold
Feb 10 → Mar 23, 2026
28 business days (counted)
Running total: 29 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 23 → Mar 23, 2026
0 business days (not counted)
5d
▶ Clock Running
Status: Reschedule
Mar 23 → Mar 30, 2026
5 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 30 → Mar 30, 2026
0 business days (counted)
Running total: 34 of ? biz days used
Created: Feb 6, 2026 Completed: Mar 30, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0
Feb 6 → Feb 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 10 Reschedule ▶ Running 1 1
Feb 10 → Mar 23 On Hold ▶ Running 28 29
Mar 23 → Mar 23 Awaiting Parts ⏸ Paused 0 —
Mar 23 → Mar 30 Reschedule ▶ Running 5 34
Mar 30 → Mar 30 Assigned ▶ Running 0 34
Dispatch 0.0d
Material Management 2.2d
Holding 29.0d (excluded)
Coordinators 7.6d
Billing 2.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.2 days
Holding (excluded from total)
29.0 days
Coordinators
7.6 days
Over SLA
Billing
2.1 days
Over SLA
Created: Feb 6, 2026 Due: Feb 27, 2026 Completed: Mar 30, 2026 (30 days late)
📅
36.0 days Total Age
⏱️
29.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
6.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565971
<no subject>
Closed
Notes: Screen cracked Model: Welch Allyn - RV700B - RetinaVue 700 ImagerCity: 13031213
Priority
Standard
Origin
Email
Reason
New Case
Contact
shannella wriddley
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (4)
WO-01350165 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 6, 2026 • Closed: Mar 30, 2026
WO-01350166 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 6, 2026 • Closed: Feb 6, 2026
WO-01362500 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 30, 2026 • Closed: Apr 30, 2026
WO-01392180 Invoiced
Depot • Ryan Schwochow
Created: Jul 14, 2026 • Closed: Jul 14, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 29.0 days stuck in "On Hold"
⏱️
Total Delay 6.0 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
Awaiting Parts
2.2d / 3.0d SLA
Reschedule
7.6d / 2.0d SLA
On Hold
29.0d
Closed
2.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - RV700B - RetinaVue 700 Imager SERIAL #: 700237200124 ASSET ID #: 13254080 Outbound 1Z01E3E70398642312 Out for Delivery - 2/10/2026 ____ Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13031213 S/N: (21)700044190085 Return - 1Z01E3E79093568623 Shipper created a label, UPS has not received the package yet. ___ 20 x 14 x 14" Corrugated Boxes Shipment Tracking Number 1Z01E3E70393459155 RMA Tracking Number 1Z01E3E79093041763
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Notes: Screencracked Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13031213 S/N: (21)700044190085 https://www.ebiotrack.com/workorder.php?wo=71469
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
Case Linked Feb 6, 8:01 AM
Case Number: 00565971
Subject: <no subject>
Status: Closed
📋
▶
3 Work Order Created Feb 6, 8:47 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089862
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Feb 9, 2:35 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 5h
⏸️
Status: On Hold by Ryan Schwochow Feb 10, 8:48 AM
From: Reschedule
To: On Hold
Duration in Previous: 18h 12m
🚨 29.0 business days
📦
▶
2 Parts Requested Mar 23, 8:39 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 40d 22h
🔩
▶
2 2x Parts Added Mar 23, 10:17 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 38m
⚠️ 6.0 business days
⏱️
▶
3 Labor Added Mar 30, 10:34 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: Reschedule, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 7d 0h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
📄
Status: Ready to Bill by Diane Patton Mar 31, 10:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 35m
⏳ 2.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 7h
💰
Status: Invoiced by Diane Patton Apr 1, 6:10 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m
🚨 67.7 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-258111

Bottlenecks

Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00565971
Closed
📦
Parts Order 00089862
Closed
📦
Parts Order 00093103
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 6, 8:47 AM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-03097839 Parts Open 1 $0.00 Feb 9, 2:35 PM
WL-03097840 Expenses Open 1 $36.30 Feb 9, 2:35 PM
WL-03155061 Parts Open 1 $4.29 Mar 23, 10:17 AM
WL-03155062 Expenses Open 1 $32.02 Mar 23, 10:17 AM
WL-03164941 Labor Open 1 $122.57 Mar 30, 10:34 AM

Details