Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351211 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

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

Feb 11, 2026 → Mar 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✗ SLA Missed (9 biz days late)
Active: 30 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Mar 27, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 12, 2026
1 business day (not counted)
6d
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 23, 2026
6 business days (counted)
Running total: 6 of ? biz days used
24d
▶ Clock Running
Status: On Hold
Feb 23 → Mar 27, 2026
24 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 30 of ? biz days used
Created: Feb 11, 2026 Completed: Mar 27, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 12 Awaiting Parts ⏸ Paused 1 —
Feb 12 → Feb 23 Reschedule ▶ Running 6 6
Feb 23 → Mar 27 On Hold ▶ Running 24 30
Mar 27 → Mar 27 Assigned ▶ Running 0 30
Dispatch 0.0d
Material Management 1.4d
Holding 25.0d (excluded)
Coordinators 7.0d
Billing 3.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Holding (excluded from total)
25.0 days
Coordinators
7.0 days
Over SLA
Billing
3.1 days
Over SLA
Created: Feb 11, 2026 Due: Mar 13, 2026 Completed: Mar 27, 2026 (13 days late)
📅
31.4 days Total Age
⏱️
25.0d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
7.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 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 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 11, 2026 • Closed: Feb 11, 2026
WO-01351211 (current) 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 minor delays
Invoiced • 183 days old
🚨
Primary Delay 25.0 days stuck in "On Hold"
⏱️
Total Delay 7.6 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
1.4d / 3.0d SLA
Reschedule
7.0d / 2.0d SLA
On Hold
25.0d
Closed
1.6d / 1.0d SLA
Ready to Bill
3.0d / 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 swp to site: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13367847 S/N: 700249200204 Outbound 1Z01E3E70393702953 Delivered - 2/16/2026 __ Expected back for repair; Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 12969409 S/N: 700222210082 Return 1Z01E3E79096673343 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Our Retina Vue machine is no longer working properly. Can someone come onsite to troubleshoot the issue? Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 12969409 S/N: 700222210082 https://www.ebiotrack.com/workorder.php?wo=71603
📄 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 11, 7:49 AM
Case Number: 00567318
Subject: Retina Vue
Status: Closed
📋
▶
3 Work Order Created Feb 11, 4:03 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090204
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Feb 12, 9:16 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 17h 12m
⚠️ 7.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 23, 8:38 AM
From: Reschedule
To: On Hold
Duration in Previous: 10d 23h
🚨 25.0 business days
⏱️
▶
3 Labor Added Mar 27, 3:05 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 32d 5h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 30, 11:16 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
⏳ 3.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 6h
💰
Status: Invoiced by Diane Patton Apr 1, 6:10 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m
🚨 67.7 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-258111

Bottlenecks

Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00567318
Closed
📦
Parts Order 00090204
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 11, 4:03 PM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03102609 Parts Open 1 $0.00 Feb 12, 9:16 AM
WL-03102610 Expenses Open 1 $36.28 Feb 12, 9:16 AM
WL-03163192 Labor Open 1 $122.57 Mar 27, 3:05 PM

Details