Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351366 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Branch Ave, RI — 650 Branch Avenue - Unit 6, Providence RI, 02904

Feb 12, 2026 → Mar 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✗ SLA Missed (7 biz days late)
Active: 27 biz days
🕐 Clock stopped: Completed (Mar 24, 2026)
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
27d
▶ Clock Running
Status: On Hold
Feb 12 → Mar 24, 2026
27 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 27 of ? biz days used
Created: Feb 12, 2026 Completed: Mar 24, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0
Feb 12 → Mar 24 On Hold ▶ Running 27 27
Mar 24 → Mar 24 Assigned ▶ Running 0 27
Dispatch 0.0d
Holding 27.8d (excluded)
Coordinators 0.0d
Field Work 0.0d
Billing 7.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
27.8 days
Coordinators
0.0 days
Field Work
0.0 days
Billing
7.0 days
Over SLA
Created: Feb 12, 2026 Due: Mar 13, 2026 Completed: Mar 24, 2026 (10 days late)
📅
27.8 days Total Age
⏱️
27.8d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
5.9d 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 #00567839
Oak Street Health - 48 Hour - 144304: New Work Order Assigned
Closed
Work Order #144304 Work Order Description: Retinavue is getting stuck after taking image of the right eye and will not switch over to the left eye.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Alley
Owner
Virtual Tech
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351366 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 12, 2026 • Closed: Mar 24, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 27.8 days stuck in "On Hold"
⏱️
Total Delay 5.9 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
27.8d
Assigned
0.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
6.9d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
3-18 Sent follow up email 2/12 emailed site RetinaVue reset procedure 2/16 sent follow up email
🔍 Technician Findings
no response closing WO
⚠️ Problem Description
Work Order #144304 Work Order Description: Retinavue is getting stuck after taking image of the right eye and will not switch over to the left eye. https://www.ebiotrack.com/workorder.php?wo=71636

Timeline

📞
Case Linked Feb 12, 11:01 AM
Case Number: 00567839
Subject: Oak Street Health - 48 Hour - 144304: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 12, 12:42 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 1m
🚨 28.0 business days
⏱️
▶
5 Labor Added Mar 24, 11:16 AM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold
To: Assigned
Duration in Previous: 39d 21h
✔️
Status: Completed by Wendy Argueta
From: Assigned
To: Completed
Duration in Previous: 2m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton Mar 24, 12:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 32m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 8d 4h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Ready to Bill
Duration: 6.9 business days (threshold: 1.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00567839
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 12, 12:42 PM
Invoice #
SM-258111

Work Details (1)

Name Type Status Qty Amount Date
WL-03156716 Labor Open 0.26666666666667 $61.29 Mar 24, 11:16 AM

Details