Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351029 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Jackson Heights — 97-01 Northern Boulevard, Flushing NY, 11368

Feb 11, 2026 → Feb 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (21 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Feb 11, 2026 Completed: Feb 11, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 11 On Hold ▶ Running 0 0
Feb 11 → Feb 11 Assigned ▶ Running 0 0
Dispatch 0.0d
Holding 0.8d (excluded)
Billing 9.9d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.8 days
Billing
9.9 days
Over SLA
Created: Feb 11, 2026 Due: Mar 13, 2026 Completed: Feb 11, 2026 (30 days early)
📅
0.8 days Total Age
⏱️
9.9d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
10.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567318
Retina Vue
Closed
Our Retina Vue machine is no longer working properly. Can someone come onsite to troubleshoot the issue?
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danielle D'Agostino
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (3)
WO-01351029 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 11, 2026 • Closed: Feb 11, 2026
WO-01351211 Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 11, 2026 • Closed: Mar 27, 2026
WO-01362338 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 27, 2026 • Closed: Mar 27, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 9.9 days stuck in "Ready to Bill"
⏱️
Total Delay 10.2 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
0.8d
Closed
2.4d / 1.0d SLA
Ready to Bill
9.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2-11 Sent RetinaVue troubleshooting procedure to POC. sending hotswap to locaiton
🔍 Technician Findings
sending hotswap to locaiton
⚠️ Problem Description
Our Retina Vue machine is no longer working properly. Can someone come onsite to troubleshoot the issue? Thank you, Danielle 97-01 Northern Blvd, Queens, NY 11368 Danielle Mosquera | Practice Manager | Jackson Heights, NY Cell: 708-500-0571 *Oak Street Health* *| *www.oakstreethealth.com https://www.ebiotrack.com/workorder.php?wo=71578

Timeline

📞
Case Linked Feb 11, 7:49 AM
Case Number: 00567318
Subject: Retina Vue
Status: Closed
📋
▶
2 Work Order Created Feb 11, 9:24 AM
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 11, 4:06 PM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 6h 42m, 0m
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 11:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
🚨 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: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 9.9 business days (threshold: 1.0 business days)
Exceeded by 8.9 business days

🔗 Related Artifacts

📞
Case 00567318
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 11, 9:24 AM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03101520 Labor Open 0.4 $61.29 Feb 11, 4:06 PM

Details