Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351261 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Cicero — 5524 W. Cermak Rd, STE 2, Cicero IL, 60804

Feb 12, 2026 → May 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 10, 2026
✗ SLA Missed (16 biz days late)
Active: 56 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (May 5, 2026)
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 12 → Feb 12, 2026
0 business days (not counted)
6d
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 23, 2026
6 business days (counted)
Running total: 6 of ? biz days used
20d
▶ Clock Running
Status: On Hold
Feb 23 → Mar 23, 2026
20 business days (counted)
Running total: 26 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 23 → Mar 24, 2026
1 business day (not counted)
5d
▶ Clock Running
Status: Reschedule
Mar 24 → Mar 31, 2026
5 business days (counted)
Running total: 31 of ? biz days used
25d
▶ Clock Running
Status: On Hold
Mar 31 → May 5, 2026
25 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Assigned
May 5 → May 5, 2026
0 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 5 → May 5, 2026
0 business days (counted)
Running total: 56 of ? biz days used
Created: Feb 12, 2026 Completed: May 5, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0
Feb 12 → Feb 12 Awaiting Parts ⏸ Paused 0 —
Feb 12 → Feb 23 Reschedule ▶ Running 6 6
Feb 23 → Mar 23 On Hold ▶ Running 20 26
Mar 23 → Mar 24 Awaiting Parts ⏸ Paused 1 —
Mar 24 → Mar 31 Reschedule ▶ Running 5 31
Mar 31 → May 5 On Hold ▶ Running 25 56
May 5 → May 5 Assigned ▶ Running 0 56
May 5 → May 5 Tech On Site ▶ Running 0 56
Dispatch 0.0d
Material Management 1.5d
Holding 46.5d (excluded)
Coordinators 13.0d
Field Work 0.0d
Billing 19.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Holding (excluded from total)
46.5 days
Coordinators
13.0 days
Over SLA
Field Work
0.0 days
Billing
19.0 days
Over SLA
Created: Feb 12, 2026 Due: Apr 10, 2026 Completed: May 5, 2026 (24 days late)
📅
58.0 days Total Age
⏱️
25.5d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
26.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Samuel A Klein — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 10, 2026
Visit 2 May 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567723
Blood Pressure readings off.
Closed
ProBP 3400 needs swap out.
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Vanessa Martinez
Owner
Derek Reynolds
Created
Feb 12, 2026
Work Orders from this Case (2)
WO-01351261 (current) Invoiced
SWAPOUT • Samuel A Klein
Created: Feb 12, 2026 • Closed: May 5, 2026
WO-01372611 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: May 5, 2026 • Closed: May 5, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 25.5 days stuck in "On Hold"
⏱️
Total Delay 26.6 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
1.5d / 3.0d SLA
Reschedule
13.0d / 2.0d SLA
On Hold
46.5d
Tech On Site
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Ready to Bill
17.7d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/31/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
5/5 SKLEIN - Received unit back into Depot. 4/10/2026 Ben McClerklin: Approached by staff while onsite for WO-01367885. Staff unable to remove BP Device from stand. Removed device from stand and gave it to staff to send back to Emsar. Shipping hotswap to site: Welch Allyn - ProBP 3400 SERIAL #: 100018674525 ASSET ID: 13367830 Outbound 1Z01E3E70390185563 Delivered - 2/13/2026 Return - 1Z01E3E79095830951 ________________________________________________ Site reached out for new box and return label to send back broken unit - 12 x 12 x 12" Corrugated Boxes Outbound 1Z01E3E70396271100 - Delivered 3/25/2026 Return - 1Z01E3E79099919911 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Unit with all Accessories arrived in Depot. Preparing unit and accessories to place back onto Hotswap shelf.
⚠️ Problem Description
ProBP 3400 needs swap out. Welch Allyn - ProBP 3400 Asset ID: 13077890 Serial #: 10037581624 https://www.ebiotrack.com/workorder.php?wo=71610
📄 Description
Welch Allyn - ProBP 3400 - Automatic Digital Blood Pressure Monitor - Multiple Sizes Nylon Cuff 23 - 40 cm Welch Allyn - Oak Street Health Consigned Inventory

Timeline

📞
▶
4 Case Linked Feb 12, 8:10 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01351261
Type: SWAPOUT
Priority: PC
📦
Parts Requested
Order: 00090227
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Feb 12, 9:18 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 4m
⚠️ 7.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 23, 9:02 AM
From: Reschedule
To: On Hold
Duration in Previous: 10d 23h
🚨 21.0 business days
📦
▶
2 Parts Requested Mar 23, 4:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 28d 6h
🔩
▶
2 2x Parts Added Mar 24, 10:42 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 17h 55m
⚠️ 6.0 business days
⏸️
Status: On Hold by Ryan Schwochow Mar 31, 4:05 PM
From: Reschedule
To: On Hold
Duration in Previous: 7d 5h
⚠️ 9.0 business days
⏱️
Labor Added Apr 10, 3:26 PM
Type: Labor
Status: Open
Qty: 0.33333333333333
🚨 18.0 business days
👷
▶
2 Technician Assigned May 5, 1:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 34d 21h, 0m
⏱️
▶
2 Labor Added May 5, 1:13 PM
Labor Added → Status: Completed
✔️
Status: Completed by Samuel Klein
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton May 6, 2:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 18.0 business days
📨
Status: Invoice Pending by Diane Patton Jun 1, 5:51 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 3h
💰
Status: Invoiced by Diane Patton Jun 2, 2:39 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20h 48m
🚨 25.0 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-263519

Bottlenecks

Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours
Ready to Bill
Duration: 17.7 business days (threshold: 1.0 business days)
Exceeded by 16.7 business days

🔗 Related Artifacts

📞
Case 00567723
Closed
📦
Parts Order 00090227
Closed
📦
Parts Order 00093178
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Feb 12, 8:12 AM
Invoice #
SM-263519

Work Details (6)

Name Type Status Qty Amount Date
WL-03102616 Parts Open 1 $0.00 Feb 12, 9:18 AM
WL-03102617 Expenses Open 1 $36.28 Feb 12, 9:19 AM
WL-03156660 Parts Open 1 $1.47 Mar 24, 10:42 AM
WL-03156661 Expenses Open 1 $32.02 Mar 24, 10:42 AM
WL-03181964 Labor Open 0.33333333333333 $61.29 Apr 10, 3:26 PM
WL-03214877 Labor Open 1 $122.57 May 5, 1:13 PM

Details