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WO-01351384 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Winston Salem, NC — 2668 Peters Creek Pkwy, Winston-Salem NC, 27127

Feb 12, 2026 → Feb 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 10, 2026
✓ SLA Met (39 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (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
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Feb 12, 2026 Completed: Feb 16, 2026
Show SLA Clock Detail (3 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
Feb 16 → Feb 16 Assigned ▶ Running 0 1
Dispatch 0.0d
Holding 1.7d (excluded)
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
1.7 days
Billing
9.0 days
Over SLA
Created: Feb 12, 2026 Due: Apr 10, 2026 Completed: Feb 16, 2026 (53 days early)
📅
1.7 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
8.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567682
Removal of old Refrigerator
Closed
Hello , The customer at Oak Street Health - Winston Salem, NC<https://csa.lightning.force.com/lightning/r/SVMXC__Site__c/a0s8Y00000LlulbQAB/view> 2668 Peters Creek Pkwy Winston-Salem, NC 27127 would like the old refrigerator removed .
Priority
Standard
Origin
Email
Reason
New Case
Contact
Emily Phipps
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351384 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 12, 2026 • Closed: Feb 16, 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
1.7d
Assigned
0.0d / 0.5d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

DSR Close WO on Monday 2-16

🔧 Work Performed
Confirmation Number: 874275
🔍 Technician Findings
Confirmation Number: 874275
⚠️ Problem Description
Hello , The customer at Oak Street Health - Winston Salem, NC 2668 Peters Creek Pkwy Winston-Salem, NC 27127 would like the old refrigerator removed . https://www.ebiotrack.com/workorder.php?wo=71639

Timeline

📞
Case Linked Feb 11, 10:15 PM
Case Number: 00567682
Subject: Removal of old Refrigerator
Status: Closed
📋
▶
2 Work Order Created Feb 12, 1:21 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⏱️
▶
2 Labor Added Feb 12, 1:28 PM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
👷
▶
3 Status: Assigned Feb 16, 8:40 AM
Status: Assigned → Technician Assigned → Status: Completed
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
✔️
Status: Completed by Derek Reynolds
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 17, 11:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
⚠️ 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 00567682
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 12, 1:21 PM
Invoice #
SM-255246

Work Details (2)

Name Type Status Qty Amount Date
WL-03103017 Labor Open 0.51666666666667 $91.93 Feb 12, 1:28 PM
WL-03103020 Expenses Open 1 $133.65 Feb 12, 1:30 PM

Details