Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351370 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - West Bellfort — 11251 Fondren Road, Houston TX, 77096

Feb 12, 2026 → Feb 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (19 biz days early)
Active: 1 biz days
🕐 Clock stopped: Invoiced (Feb 16, 2026)
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: On Hold
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 1 of ? biz days used
Created: Feb 12, 2026 Invoiced: Feb 16, 2026
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0
Feb 12 → Feb 16 On Hold ▶ Running 1 1
Dispatch 0.0d
Holding 1.8d (excluded)
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
1.8 days
Billing
9.0 days
Over SLA
Created: Feb 12, 2026 Due: Mar 13, 2026 Completed: Feb 16, 2026 (25 days early)
📅
1.8 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
8.0d 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 #00567840
Oak Street Health - 24 Hour - 144305: New Work Order Assigned
Closed
Work Order #144305 Work Order Description: The light blub keep going out and the Dickson thermometer is not reading at all.
Priority
Standard
Origin
Email
Reason
New Case
Contact
iris alexadner
Owner
Virtual Tech
Created
Feb 12, 2026
Work Orders from this Case (2)
WO-01351370 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 12, 2026 • Closed: Feb 16, 2026
WO-01351754 Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Feb 16, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 8.0 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
1.8d
Closed
1.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Customer requesting Tech to go On-site to troubleshoot
🔍 Technician Findings
Customer requesting Tech to go On-site to troubleshoot
⚠️ Problem Description
Work Order #144305 Work Order Description: The light blub keep going out and the Dickson thermometer is not reading at all. https://www.ebiotrack.com/workorder.php?wo=71637

Timeline

📞
Case Linked Feb 12, 11:02 AM
Case Number: 00567840
Subject: Oak Street Health - 24 Hour - 144305: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 12, 12:59 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
⏳ 2.0 business days
⏱️
▶
3 Labor Added Feb 16, 9:06 AM
Labor Added → Status: Completed → Technician Assigned
✔️
Status: Completed by Derek Reynolds
From: On Hold, Completed, Assigned
To: Completed, Assigned, Closed
Duration in Previous: 3d 20h, 0m
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
⏳ 1.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 17, 11:06 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 2h
🧾
▶
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

Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00567840
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 12, 12:59 PM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03106849 Labor Open 0.51666666666667 $91.93 Feb 16, 9:06 AM

Details