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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350761 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Brighton Park — 4327 S Archer Ave, Chicago IL, 60632

Feb 10, 2026 → Mar 4, 2026

✅ Completed
PC Per client agreement
Target: Apr 10, 2026
🕐 Clock stopped: Completed (Mar 4)
✓ SLA Met (37d early)
Dispatch 0.0d
Material Management 0.3d
Holding 8.0d (excluded)
Coordinators 10.0d
Billing 19.6d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.3 days
Holding (excluded from total)
8.0 days
Coordinators
10.0 days
Over SLA
Billing
19.6 days
Over SLA
Created: Feb 10, 2026 Due: Apr 10, 2026 Completed: Mar 4, 2026 (37 days early)
📅
17.0 days Total Age
⏱️
19.6d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
27.5d 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 #00566726
Oak Street Health - 48 Hour - 143875: New Work Order Assigned
Closed
Work Order #143875 Work Order Description: Can we have someone come and service the RetinaVue machines? The medical assistants have been having issues where they freeze in the middle of the test or they get a picture of a screwdriver with message "SW-01". The machines are usually located in the clinical area, not exactly in exam room 5. We only have 2 machines at Brighton Park. Thank you.
Priority
Standard
Origin
Email
Reason
New Case
Contact
sylvia Rivera
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (4)
WO-01350761 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 10, 2026 • Closed: Mar 4, 2026
WO-01352380 Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 17, 2026 • Closed: Mar 3, 2026
WO-01355258 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 3, 2026 • Closed: Mar 3, 2026
WO-01355373 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 4, 2026 • Closed: Mar 4, 2026
Completed with significant delays
Invoiced • 93 days old
🚨
Primary Delay 19.6 days stuck in "Ready to Bill"
⏱️
Total Delay 27.5 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
Awaiting Parts
0.3d / 3.0d SLA
Reschedule
10.0d / 2.0d SLA
On Hold
8.0d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
19.6d / 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 ASSET ID #: 13254043 SERIAL #: 700242200086 Outbound 1Z01E3E70395845831 Delivered 2/11/2026 __ Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager ASSET ID #: 12991188 SERIAL #: 21700215200056 Return 1Z01E3E79098192243 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Hot swap requested -
⚠️ Problem Description
Work Order #143875 Can we have someone come and service the RetinaVue machines? The medical assistants have been having issues where they freeze in the middle of the test or they get a picture of a screwdriver with message "SW-01". The machines are usually located in the clinical area, not exactly in exam room 5. We only have 2 machines at Brighton Park. Welch Allyn - RV700B - RetinaVue 700 Imager ASSET ID #: 12991188 SERIAL #: 21700215200056 https://www.ebiotrack.com/workorder.php?wo=71541
📄 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 9, 3:32 PM
Case Number: 00566726
Subject: Oak Street Health - 48 Hour - 143875: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Feb 10, 9:10 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090017
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Feb 10, 11:21 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 9m
🚨 10.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 23, 8:29 AM
From: Reschedule
To: On Hold
Duration in Previous: 12d 21h
⚠️ 8.0 business days
⏱️
Labor Added Mar 4, 10:06 AM
Type: Labor
Status: Open
Qty: 1
👷
▶
3 Status: Assigned Mar 4, 10:25 AM
Status: Assigned → Technician Assigned → Status: Completed
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
✔️
Status: Completed by Ryan Schwochow
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 2:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 1h
🧾
▶
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

Reschedule
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 19.6 business days (threshold: 1.0 business days)
Exceeded by 18.6 business days

🔗 Related Artifacts

📞
Case 00566726
Closed
📦
Parts Order 00090017
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 10, 9:10 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03099018 Parts Open 1 $0.00 Feb 10, 11:21 AM
WL-03099019 Expenses Open 1 $36.29 Feb 10, 11:21 AM
WL-03129350 Labor Open 1 $122.57 Mar 4, 10:06 AM

Details