Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350631 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - White Oak — 5760 W Little York Road, Houston TX, 77091

Feb 9, 2026 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 10, 2026
✓ SLA Met (42 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Feb 10, 2026)
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: On Hold
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Feb 9, 2026 Completed: Feb 10, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0
Feb 9 → Feb 10 On Hold ▶ Running 1 1
Feb 10 → Feb 10 Assigned ▶ Running 0 1
Dispatch 0.0d
Holding 1.5d (excluded)
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
1.5 days
Billing
11.6 days
Over SLA
Created: Feb 9, 2026 Due: Apr 10, 2026 Completed: Feb 10, 2026 (59 days early)
📅
1.5 days Total Age
⏱️
11.6d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
11.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00566634
Oak Street Health - 24 Hour - 143810: New Work Order Assigned
Closed
Oak Street Work Order #143810 Work Order Description: Lab freezer is not working. The unit was turned off and on in an attempt to reset, but it is still not functioning properly.
Priority
Standard
Origin
Email
Reason
New Case
Contact
natressa baxter
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (2)
WO-01350631 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 9, 2026 • Closed: Feb 10, 2026
WO-01350840 Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Feb 10, 2026 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 11.6 days stuck in "Ready to Bill"
⏱️
Total Delay 11.5 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
1.5d
Closed
1.9d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2-9 Sent and left VM with POC to confirm AC outlet has power feeding Freezer.
🔍 Technician Findings
AC power outlet good. Sending replacement Freezer.
⚠️ Problem Description
Oak Street Work Order #143810 Work Order Description: Lab freezer is not working. The unit was turned off and on in an attempt to reset, but it is still not functioning properly. https://www.ebiotrack.com/workorder.php?wo=71533

Timeline

📞
Case Linked Feb 9, 12:45 PM
Case Number: 00566634
Subject: Oak Street Health - 24 Hour - 143810: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 9, 2:59 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
3 Labor Added Feb 10, 11:53 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 20h 53m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
🧾
▶
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

Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00566634
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 9, 2:59 PM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03099076 Labor Open 0.3 $61.29 Feb 10, 11:53 AM

Details