Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350397 ↗ ServiceMax

Oak Street Health • SWAPOUT • P3

📍 Oak Street Health - Frick Park — 520 Penn Ave, Wilkinsburg PA, 15221-2117

Feb 6, 2026 → Apr 7, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (36 biz days late)
Active: 39 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Apr 7, 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 Paused
Status: Awaiting Parts
Feb 6 → Feb 10, 2026
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 19, 2026
5 business days (counted)
Running total: 6 of 3 biz days used
33d
▶ Clock Running
Status: On Hold
Feb 19 → Apr 7, 2026
33 business days (counted)
Running total: 39 of 3 biz days used
▶ Clock Running
Status: Assigned
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 39 of 3 biz days used
Created: Feb 6, 2026 Completed: Apr 7, 2026
Business Days Used 39 / 3
0 3d budget +36d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 3
Feb 6 → Feb 10 Awaiting Parts ⏸ Paused 2 —
Feb 10 → Feb 11 Reschedule ▶ Running 1 1 / 3
Feb 11 → Feb 19 Assigned ▶ Running 5 6 / 3
Feb 19 → Apr 7 On Hold ▶ Running 33 39 / 3
Apr 7 → Apr 7 Assigned ▶ Running 0 39 / 3
Dispatch 0.0d
Material Management 2.4d
Holding 33.8d (excluded)
Coordinators 8.0d
Field Work 0.0d
Billing 18.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Holding (excluded from total)
33.8 days
Coordinators
8.0 days
Over SLA
Field Work
0.0 days
Billing
18.0 days
Over SLA
Created: Feb 6, 2026 Due: Feb 16, 2026 Completed: Apr 7, 2026 (49 days late)
📅
41.4 days Total Age
⏱️
33.8d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
23.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00546458
Oak Street Health - 24 Hour - 120746: New Work Order Assigned
Closed
Work Order #120746 Work Order Description: Our IT tech says that our Freezer seal needs replaced. American Biotech Supply ABT-HC-UCFS-0220M Asset 13107762 SN ABS-A21102081101-2401
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marybeth Todd
Owner
Virtual Tech
Created
Nov 24, 2025
Work Orders from this Case (3)
WO-01317022 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Nov 24, 2025 • Closed: Dec 3, 2025
WO-01349868 Invoiced
Virtual Tech - Field Repair • Pero Popovic
Created: Feb 5, 2026 • Closed: Jun 26, 2026
WO-01350397 (current) Invoiced
SWAPOUT • Virtual Tech
Created: Feb 6, 2026 • Closed: Apr 7, 2026
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 33.8 days stuck in "On Hold"
⏱️
Total Delay 23.0 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
2.4d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Assigned
6.0d / 0.5d SLA
On Hold
33.8d
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
18.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18/26 RBerry- Chattered: @Derek Reynolds​ @Wendy Argueta​ This site is closing on 2/20/26 and would like to return the freezer shipped to them. Marybeth Todd states that this has not been unpacked and is still in the box. What do we need to do to move forward on the site returning this freezer. @Melissa Owens​ 


2/18/26 RBerry- Spoke with Marybeth Todd, states they are closing this site on 2/20/26 and would like to discuss returning freezer. It has not been unpacked. Advised I will find out what we need to do for her to send this back. 


2/18/26 RBerry- Called Marybeth to confirm if WO is still needed. Had to leave message. 


2/12 MOwens Called and spoke to Marybeth. She said she received the new freezer but has not unpacked it because this location is closing after next week and this freezer may be returned. She is not sure yet.

🔧 Work Performed
freezer shipped to sire 0 site is closing will arrange to have unit shipped back to depot
🔍 Technician Findings
frezzer shipped to sire 0 site is closing will arrange to have unit shipped back to depot
⚠️ Problem Description
Install new freezer and confirm temp. Work Order #120746 American Biotech Supply ABT-HC-UCFS-0220M https://www.ebiotrack.com/workorder.php?wo=71504

Timeline

📞
Case Linked Nov 24, 3:27 PM
Case Number: 00546458
Subject: Oak Street Health - 24 Hour - 120746: New Work Order Assigned
Status: Closed
🚨 50.0 business days
📋
▶
3 Work Order Created Feb 6, 3:30 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089909
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Feb 10, 8:17 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 16h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 11, 9:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 1d 1h
⚠️ 6.0 business days
⏸️
Status: On Hold by Derek Reynolds Feb 19, 12:49 PM
From: Assigned
To: On Hold
Duration in Previous: 8d 2h
🚨 34.0 business days
⏱️
▶
4 Labor Added Apr 7, 3:40 PM
Labor Added → Technician Assigned → Status: Assigned → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned
To: Assigned, Completed
Duration in Previous: 47d 1h, 0m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton Apr 8, 10:01 AM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 18m
🚨 18.0 business days
📨
Status: Invoice Pending by Diane Patton May 1, 5:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 7h
💰
Status: Invoiced by Diane Patton May 1, 5:33 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 23m
🚨 61.8 business days
🧾
Invoice Created Jul 30, 2:51 PM
Invoice Number: SM-260858

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Ready to Bill
Duration: 18.0 business days (threshold: 1.0 business days)
Exceeded by 17.0 business days

🔗 Related Artifacts

📞
Case 00546458
Closed
📦
Parts Order 00089909
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
SWAPOUT
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 6, 3:30 PM
Invoice #
SM-260858

Work Details (3)

Name Type Status Qty Amount Date
WL-03098784 Parts Open 1 $0.00 Feb 10, 8:17 AM
WL-03098785 Expenses Open 1 $0.00 Feb 10, 8:17 AM
WL-03176261 Labor Open 0.11666666666667 $30.64 Apr 7, 3:40 PM

Details