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WO-01350801 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Flatbush, NY — 1249 Nostrand Ave, Brooklyn NY, 11225

Feb 10, 2026 → Mar 2, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 13, 2026
✗ SLA Missed (8 biz days late)
Active: 11 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 16, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 23, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 23 → Feb 25, 2026
2 business days (counted)
Running total: 7 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 25 → Mar 3, 2026
4 business days (counted)
Running total: 11 of 3 biz days used
Created: Feb 10, 2026 Completed: Mar 3, 2026
Business Days Used 11 / 3
0 3d budget +8d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 3
Feb 10 → Feb 16 Awaiting Parts ⏸ Paused 3
Feb 16 → Feb 16 Reschedule ▶ Running 0 0 / 3
Feb 16 → Feb 16 Assigned ▶ Running 0 0 / 3
Feb 16 → Feb 23 Scheduled ▶ Running 5 5 / 3
Feb 23 → Feb 23 Entered ▶ Running 0 5 / 3
Feb 23 → Feb 25 Assigned ▶ Running 2 7 / 3
Feb 25 → Mar 3 Scheduled ▶ Running 4 11 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 12.1d
Billing 20.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
12.1 days
Over SLA
Billing
20.8 days
Over SLA
Created: Feb 10, 2026 Due: Feb 19, 2026 Completed: Mar 3, 2026 (11 days late)
📅
14.1 days Total Age
⏱️
20.8d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
29.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566626
Oak Street Health - 24 Hour - 143809: New Work Order Assigned
Closed
Oak Street Work Order #143809 Work Order Description: fridge constantly triggering - Dickinson
Priority
Standard
Origin
Email
Reason
New Case
Contact
Niesha Wilkins
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (2)
WO-01350625 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 9, 2026 • Closed: Feb 10, 2026
WO-01350801 (current) Invoiced
Virtual Tech - Field Repair • Edward Arias
Created: Feb 10, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 20.8 days stuck in "Ready to Bill"
⏱️
Total Delay 29.3 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
4.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
9.1d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
20.8d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/25 KSmith -- Scheduled for 3/2 with POC. 2-4pm

2/24 KSmith -- Sent email to reschedule for 3/2

2/23 KSmith -- Need to reschedule due to the inclement weather that hit the area yesterday. Sent email to Niesha to reschedule for tomorrow

2/16/26 RBerry- Updated due date based on parts. Removed delay code.


2/16 KSmith -- Scheduled for 2/23 with POC. 9-11am

2/16 KSmith -- Sent email to schedule for 2/23 (CG)

🔧 Work Performed
Installed new data logger and asset tagged new refrigerator
🔍 Technician Findings
New refrigerator and data logger need install
⚠️ Problem Description
Install Dickson Data Logger probe and add New frige to EBT. Oak Street Work Order #143809 Work Order Description: fridge constantly triggering - Dickinson https://www.ebiotrack.com/workorder.php?wo=71546

Timeline

📞
Case Linked Feb 9, 12:29 PM
Case Number: 00566626
Subject: Oak Street Health - 24 Hour - 143809: New Work Order Assigned
Status: Closed
📋
3 Work Order Created Feb 10, 10:17 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090023
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
4.0 business days
🔩
2 2x Parts Added Feb 16, 8:18 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 21h
👷
2 Technician Assigned Feb 16, 1:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 5h 19m
👷
3 Technician Assigned Feb 16, 1:47 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-23T15:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 9m
⚠️ 5.0 business days
🆕
2 Status: Entered Feb 23, 11:19 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Edward Arias
3.0 business days
🗓️
2 Status: Scheduled Feb 25, 10:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-02T20:00:00.000+0000
4.0 business days
⏱️
2 5x Labor Added Mar 2, 7:56 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Edward Arias
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 9h, 0m
2.5 business days
📄
Status: Ready to Bill by Diane Patton Mar 4, 12:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 17h
🚨 21.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 28d 3h
🧾
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

Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 4.1 business days (threshold: 2.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 20.8 business days (threshold: 1.0 business days)
Exceeded by 19.8 business days

🔗 Related Artifacts

📞
Case 00566626
Closed
📦
Parts Order 00090023
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Edward Arias
Scheduled
Mar 2, 3:00 PM
Created
Feb 10, 10:17 AM
Invoice #
SM-258111

Work Details (7)

Name Type Status Qty Amount Date
WL-03106819 Parts Open 1 $203.26 Feb 16, 8:18 AM
WL-03106820 Expenses Open 1 $23.68 Feb 16, 8:18 AM
WL-03127066 Labor Open 0.5 $61.29 Mar 2, 7:56 PM
WL-03127067 Labor Open 0.75 $91.93 Mar 2, 7:56 PM
WL-03127068 Labor Open 2 $0.00 Mar 2, 7:56 PM
WL-03127069 Travel Open 7 - Mar 2, 7:56 PM
WL-03127070 Travel Open 27 - Mar 2, 7:56 PM

Details