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WO-01350742 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Toledo Northside, OH — 553 E. Manhattan Blvd., Toledo OH, 43608

Feb 10, 2026 → Mar 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (4 biz days early)
Active: 8 biz days
Paused: 20 biz days
🕐 Clock stopped: Completed (Mar 23, 2026)
7d
▶ Clock Running
Status: Created
Feb 10 → Feb 20, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of ? biz days used
⏸20d
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Mar 20, 2026
20 business days (not counted)
▶ Clock Running
Status: On Hold
Mar 20 → Mar 23, 2026
1 business day (counted)
Running total: 8 of ? biz days used
Created: Feb 10, 2026 Completed: Mar 23, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 20 Created ▶ Running 7 7
Feb 20 → Feb 20 Assigned ▶ Running 0 7
Feb 20 → Feb 20 Tech On Site ▶ Running 0 7
Feb 20 → Mar 20 Awaiting Parts ⏸ Paused 20
Mar 20 → Mar 23 On Hold ▶ Running 1 8
Material Management 20.6d
Holding 2.0d (excluded)
Field Work 8.5d
Billing 7.0d
✓ SLA Met
Material Management
20.6 days
Over SLA
Holding (excluded from total)
2.0 days
Field Work
8.5 days
Over SLA
Billing
7.0 days
Over SLA
Created: Feb 10, 2026 Due: Mar 27, 2026 Completed: Mar 23, 2026 (4 days early)
📅
29.0 days Total Age
⏱️
20.6d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
31.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00563408
AED Power Button
Closed
Model: Zoll Medical Corporation - AED Plus Model Type: AED Custom Field: Notes: Asset ID: 6091523 Site: Oak Street Health - Oak Street Health - Toledo Northside, OH Department:Depreciation Start Date:Physical Location: hallDepreciation Term: yrsSerial #: 010084794600224421X21E368908
Priority
High
Origin
Email
Reason
New Case
Contact
Nikki Wilson
Owner
Derek Reynolds
Created
Jan 29, 2026
Work Orders from this Case (2)
WO-01340722 Invoiced
SWAPOUT • Ryan Schwochow
Created: Jan 29, 2026 • Closed: Feb 10, 2026
WO-01350742 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 10, 2026 • Closed: Mar 23, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 20.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 31.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Tech On Site
8.5d / 1.0d SLA
Awaiting Parts
20.6d / 3.0d SLA
On Hold
2.0d
Closed
1.7d / 1.0d SLA
Ready to Bill
6.9d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Swapout completed - WO-01340722 - add to hotswaps once completed

🔧 Work Performed
Is the unit clean? - PASSED Are all signs of wear reasonable and not excessive? - PASSED Are the top panel and housing undamaged and free of cracks? - PASSED Are input connectors clean and undamaged? - PASSED If electrodes are preconnected, is the cable free from damage, are the pads sealed within the packaging, and are the electrodes within the expiration date shown on the packaging? - PASSED *PM CHECKLIST POSTED IN NOTES/FILES*
🔍 Technician Findings
Unit was unable to turn on. Possible damage to the power button. Opened up unit and inspected power button on the inside and notice the metal bracket that holds the button on the board itself fell off the board preventing the unit from turning on. Was able to reattach bracket and replaced rubber plastic button since the original had damage to the rubber. Performing PM to ensure unit is working correctly. Ordering new pads for unit. 1 x 9310-0724 (Button) 1 x 1008-0107-01 (Batteries)
⚠️ Problem Description
Zoll Medical Corporation - AED Plus Asset ID: 6091523 Serial #: X21E368908 Physical Location: hall https://www.ebiotrack.com/workorder.php?wo=71538
📄 Description
DEFIBRILLATOR, AED + ECG DSPLY ADLT PRESCRIPTION ZOLMED Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Jan 29, 12:11 PM
Case Number: 00563408
Subject: AED Power Button
Status: Closed
⚠️ 9.0 business days
📋
Work Order Created Feb 10, 8:24 AM
Work Order: WO-01350742
Type: Virtual Tech - Depot
Priority: PC
⚠️ 8.0 business days
👷
2 Technician Assigned Feb 20, 10:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: Tech On Site, Assigned
To: Assigned, Tech On Site
Duration in Previous: 10d 2h, 0m
🔩
5x Parts Added Feb 20, 1:26 PM
Type: Parts, Labor
Status: Open
Qty: 1
📦
2 Parts Requested Feb 20, 2:25 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Samuel Klein
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 3h 54m
🚨 20.9 business days
🔩
2 2x Parts Added Mar 20, 8:31 AM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Melissa Barrett
From: Awaiting Parts
To: On Hold
Duration in Previous: 27d 17h
2.0 business days
✔️
Status: Completed by Samuel Klein Mar 23, 2:37 PM
From: On Hold, Completed
To: Completed, Closed
Duration in Previous: 3d 6h, 0m
📄
Status: Ready to Bill by Diane Patton Mar 24, 12:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 10m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 8d 4h
🧾
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Tech On Site
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Awaiting Parts
Duration: 20.6 business days (threshold: 3.0 business days)
Exceeded by 17.6 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Ready to Bill
Duration: 6.9 business days (threshold: 1.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00563408
Closed
📦
Parts Order 00090825
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Feb 10, 8:24 AM
Invoice #
SM-258111

Work Details (7)

Name Type Status Qty Amount Date
WL-03113970 Parts Open 1 $625.69 Feb 20, 1:26 PM
WL-03113971 Parts Open 1 $135.00 Feb 20, 1:26 PM
WL-03113972 Parts Open 1 $0.00 Feb 20, 1:26 PM
WL-03113973 Labor Open 1 $122.57 Feb 20, 1:26 PM
WL-03113974 Labor Open 1 $122.57 Feb 20, 1:26 PM
WL-03152657 Parts Open 2 $169.16 Mar 20, 8:31 AM
WL-03152658 Expenses Open 1 $41.80 Mar 20, 8:31 AM

Details