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WO-01350823 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Greenville, SC — 6119 White Horse Road, Ste 14, Greenville SC, 29611

Feb 10, 2026 → Feb 11, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 13, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
Created: Feb 10, 2026 Completed: Feb 12, 2026
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 3
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 3
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 3
Feb 10 → Feb 11 Scheduled ▶ Running 1 1 / 3
Feb 11 → Feb 12 Tech On Site ▶ Running 1 2 / 3
Dispatch 0.0d
Coordinators 2.0d
Field Work 0.0d
Billing 9.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.0 days
Field Work
0.0 days
Billing
9.9 days
Over SLA
Created: Feb 10, 2026 Due: Feb 13, 2026 Completed: Feb 12, 2026 (1 days early)
📅
2.0 days Total Age
⏱️
9.9d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
9.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566761
Oak Street Health - 24 Hour - 143908: New Work Order Assigned
Closed
Work Order #143908 Work Order Description: Keeps droping temps.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Valerie Howe
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (2)
WO-01350764 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 10, 2026 • Closed: Feb 10, 2026
WO-01350823 (current) Invoiced
Virtual Tech - Field Repair • Eric Colon
Created: Feb 10, 2026 • Closed: Feb 11, 2026
Completed with minor delays
Invoiced • 184 days old
🚨
Primary Delay 9.9 days stuck in "Ready to Bill"
⏱️
Total Delay 9.9 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
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
9.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 MOwens Called and spoke to Valerie Howe. She said tomorrow 2/11 after 3pm will work to schedule the repair visit.

🔧 Work Performed
2/11/26- a while- Arrived onsite and checked in with front desk. Customer complained that unit was giving an alarm. Placed temperature probes in fridge to check accuracy of digital display. While checking for temperature accuracy noticed that the fridge top shelf was packed and covering condenser fan. Also noticed that unit is opened quite frequently and left open while users are grabbing items out of unit. Dickson data logger would get quicker readings on temp due to the size and location of the probe, while the fridge temp would take a little longer to reach set temp. Once unit was left alone for awhile both temperatures were within 1 degree difference. Reported findings to customer and how they could resolve some of their issues.
🔍 Technician Findings
Customer complained that unit was alarming
⚠️ Problem Description
Oak Street Work Order #143908 Confirm Fridge temp vs Dickson Data logger temp. If off by >1deg check fridge controller and dickson probe. Model: ABS - ABT-HC-UCBI-040G-ADA Model Type: Refrigerator Custom Field: Notes: Asset ID: 6055562 Site: Oak Street Health - Oak Street Health - Greenville Department: clinicDepreciation Start Date:Physical Location: LABDepreciation Term: yrsSerial #: ABS-20097010-2102-V52 https://www.ebiotrack.com/workorder.php?wo=71547

Timeline

📞
Case Linked Feb 9, 4:27 PM
Case Number: 00566761
Subject: Oak Street Health - 24 Hour - 143908: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 10, 10:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Technician Assigned Feb 10, 1:44 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 48m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-11T20:30:00.000+0000
⏳ 2.0 business days
🚗
Travel Added Feb 11, 2:15 PM
Type: Travel
Status: Open
Qty: 64
🚗
Travel Added Feb 11, 4:44 PM
Type: Travel
Status: Open
Qty: 112
🔧
Status: Tech On Site by Eric Colon Feb 11, 6:55 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
⏱️
▶
2 3x Labor Added Feb 11, 7:13 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 18m, 0m
⏳ 2.6 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 11:55 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 16h
🚨 10.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 1h
🧾
▶
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: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 9.9 business days (threshold: 1.0 business days)
Exceeded by 8.9 business days

🔗 Related Artifacts

📞
Case 00566761
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Eric Colon
Scheduled
Feb 11, 3:30 PM
Created
Feb 10, 10:53 AM
Invoice #
SM-255246

Work Details (5)

Name Type Status Qty Amount Date
WL-03101240 Travel Open 64 - Feb 11, 2:15 PM
WL-03101635 Travel Open 112 - Feb 11, 4:44 PM
WL-03101891 Labor Open 1.25 $153.21 Feb 11, 7:13 PM
WL-03101892 Labor Open 1.25 $153.21 Feb 11, 7:13 PM
WL-03101893 Labor Open 2.25 $0.00 Feb 11, 7:13 PM

Details