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WO-01351035 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health -South Dekalb — 2732 Candler Road, Decatur GA, 30034

Feb 11, 2026 → Feb 20, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 11, 2026
0 business days (not counted)
2d
▶ Clock Running
Status: Reschedule
Feb 11 → Feb 14, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Feb 14 → Feb 16, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 20, 2026
4 business days (counted)
Running total: 6 of 3 biz days used
Created: Feb 11, 2026 Completed: Feb 20, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 3
Feb 11 → Feb 11 Awaiting Parts ⏸ Paused 0 —
Feb 11 → Feb 14 Reschedule ▶ Running 2 2 / 3
Feb 14 → Feb 16 Ready for Scheduling ▶ Running 0 2 / 3
Feb 16 → Feb 16 Assigned ▶ Running 0 2 / 3
Feb 16 → Feb 20 Scheduled ▶ Running 4 6 / 3
Dispatch 0.0d
Material Management 0.5d
Coordinators 6.3d
Field Work 0.0d
Billing 5.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.5 days
Coordinators
6.3 days
Over SLA
Field Work
0.0 days
Billing
5.4 days
Over SLA
Created: Feb 11, 2026 Due: Feb 18, 2026 Completed: Feb 20, 2026 (1 days late)
📅
6.7 days Total Age
⏱️
5.4d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
6.8d 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 #00567356
Oak Street Health - 48 Hour - 144106: New Work Order Assigned
Closed
Work Order #144106 Our BP machine is not holding a charge and will not turn on
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kolita Gantt
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351035 (current) Invoiced
Virtual Tech - Field Repair • Cynthia G Deville
Created: Feb 11, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 5.4 days stuck in "Ready to Bill"
⏱️
Total Delay 6.8 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
0.5d / 3.0d SLA
Reschedule
2.7d / 2.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16/26 AJinerson - Called Kolita to schedule tech visit now that parts were delivered. Kolita confirmed they received the parts now, and scheduled for Thursday, 2/19 with eta between 1pm-3pm. 

This is the soonest avail. appt. for an HCP tech due to 1 local HCP tech on PTO this week, and others both filled with other repairs/HCP work.

Parts location: It will be in the practice manager's office 

Arrival instructions: Just check in at front desk and manager will be onsite. 


2/13/26 AJinerson - Parts delviered


2/13/26 AJinerson - Parts ETA 2/13 by end of day

🔧 Work Performed
contacted on-site personnel concerning broken equipment staff brought all three vitals machines to be evaluated staff identified the one that had the trouble and informed tech that the charger had been incorrectly connected. they reconnected the charger and the unit started working correctly no corrective action required left batteries on lite, contacting supervisor to get shipping label to site
🔍 Technician Findings
arrived on site to evaluate troubled vitals monitor
⚠️ Problem Description
Work Order #144106 Our BP machine is not holding a charge and will not turn on https://www.ebiotrack.com/workorder.php?wo=71580

Timeline

📞
Case Linked Feb 11, 9:27 AM
Case Number: 00567356
Subject: Oak Street Health - 48 Hour - 144106: New Work Order Assigned
Status: Closed
📋
▶
3 Work Order Created Feb 11, 9:35 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090121
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
💵
▶
2 Expenses Added Feb 11, 1:36 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3h 58m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Stephanie Ramen Feb 14, 11:29 AM
From: Reschedule
To: Ready for Scheduling
Duration in Previous: 2d 21h
⏳ 0.0 business days
👷
▶
2 Technician Assigned Feb 16, 9:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 22h
🗓️
▶
2 Status: Scheduled Feb 16, 9:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-19T18:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 6x Labor Added Feb 20, 12:13 AM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Cynthia Deville
From: Scheduled
To: Completed
Duration in Previous: 3d 14h
🏁
Status: Closed by Cynthia Deville
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 10m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 90.0 business days
🧾
Invoice Created Jul 8, 5:27 PM
Invoice Number: SM-255246

Bottlenecks

Reschedule
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00567356
Closed
📦
Parts Order 00090121
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Cynthia G Deville
Scheduled
Feb 19, 1:00 PM
Created
Feb 11, 9:35 AM
Invoice #
SM-255246

Work Details (7)

Name Type Status Qty Amount Date
WL-03101054 Expenses Open 1 $18.15 Feb 11, 1:36 PM
WL-03113378 Labor Open 0.75 $91.93 Feb 20, 12:13 AM
WL-03113379 Labor Open 1 $122.57 Feb 20, 12:13 AM
WL-03113380 Labor Open 0.75 $91.93 Feb 20, 12:13 AM
WL-03113381 Travel Open 25 - Feb 20, 12:13 AM
WL-03113382 Travel Open 21 - Feb 20, 12:13 AM
WL-03113383 Expenses Open 1 $0.00 Feb 20, 12:13 AM

Details