Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351355 ↗ ServiceMax

Oak Street Health • Installation • P5

📍 Oak Street Health - Southeast Raleigh — 3416 Poole Road, Suite 120, Raleigh NC, 27610

Feb 12, 2026 → Feb 19, 2026

✅ Completed
P5 5 business days from creation
Target: Feb 19, 2026
🕐 Clock stopped: Completed (Feb 19)
✗ SLA Missed
Dispatch 0.0d
Coordinators 6.5d
Field Work 0.1d
Billing 5.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.5 days
Over SLA
Field Work
0.1 days
Billing
5.5 days
Over SLA
Created: Feb 12, 2026 Due: Feb 19, 2026 Completed: Feb 19, 2026 (on time)
📅
5.8 days Total Age
⏱️
5.5d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
8.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567630
Oak Street Health - 48 Hour - 144238: New Work Order Assigned
Closed
Work Order #144238 Work Order Description: Received new EKG machine, device needs to be tested and tagged for use.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lacey Booth
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351355 (current) Invoiced
Installation • Christopher Morning
Created: Feb 12, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 91 days old
🚨
Primary Delay 5.5 days stuck in "Ready to Bill"
⏱️
Total Delay 8.6 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
Ready for Scheduling
0.5d / 1.0d SLA
Assigned
2.3d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
5.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 MOwens Called and spoke to Lacey Booth. Scheduled the service visit for this Thurs. 2/19 with arrival between 11-12.

🔧 Work Performed
2-19-26 CTM - Installed new EKG machine and test and tagged for use . TESTED PASS .Notified POC Lacey Booth of findings and completion
🔍 Technician Findings
2-19-26 CTM - Install new EKG machine and test and tag for use . Notify POC Lacey Booth of findings and completion
⚠️ Problem Description
Work Order #144238 Work Order Description: Received new EKG machine, device needs to be tested and tagged for use. https://www.ebiotrack.com/workorder.php?wo=71633

Timeline

📞
Case Linked Feb 11, 4:42 PM
Case Number: 00567630
Subject: Oak Street Health - 48 Hour - 144238: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 12, 12:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Feb 12, 4:18 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 1:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-19T16:30:00.000+0000, 2026-02-19T16:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 2x Labor Added Feb 19, 12:55 PM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Christopher Morning
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
▶
2 Labor Added Feb 19, 1:45 PM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 49m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
⚠️ 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
🧾
▶
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

Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours
Ready to Bill
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00567630
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Installation
Branch
Edge
Technician
Christopher Morning
Scheduled
Feb 19, 11:00 AM
Created
Feb 12, 12:24 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03112054 Labor Open 0.5 $61.29 Feb 19, 12:55 PM
WL-03112055 Travel Open 17 - Feb 19, 12:55 PM
WL-03112109 Labor Open 1 $122.57 Feb 19, 1:45 PM

Details