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WO-01351436 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Toledo Northside, OH — 553 E. Manhattan Blvd., Toledo OH, 43608

Feb 12, 2026 → Mar 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 10, 2026
✓ SLA Met (14 biz days early)
Active: 26 biz days
🕐 Clock stopped: Completed (Mar 23, 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 Running
Status: Completed
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Closed
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 26 of ? biz days used
Created: Feb 12, 2026 Completed: Mar 23, 2026
Show SLA Clock Detail (7 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 23 Completed ▶ Running 0 26
Mar 23 → Mar 23 Closed ▶ Running 0 26
Mar 23 → Mar 23 Assigned ▶ Running 0 26
Dispatch 0.0d
Material Management 0.1d
Holding 21.0d (excluded)
Coordinators 6.3d
Field Work 0.0d
Billing 7.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.1 days
Holding (excluded from total)
21.0 days
Coordinators
6.3 days
Over SLA
Field Work
0.0 days
Billing
7.0 days
Over SLA
Created: Feb 12, 2026 Due: Apr 10, 2026 Completed: Mar 23, 2026 (18 days early)
📅
26.4 days Total Age
⏱️
21.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
10.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568023
RetinaVue Swap out.
Closed
Our RetinaVue keeps giving us that SW-01 code - multiple times a day....we have to clear it by removing the battery (as you suggested) which works 1x then it codes again. Can we get another one sent out to us please?
Priority
High
Origin
Email
Reason
New Case
Contact
Nikki Wilson
Owner
Derek Reynolds
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351436 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 12, 2026 • Closed: Mar 23, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 21.0 days stuck in "On Hold"
⏱️
Total Delay 10.7 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
0.1d / 3.0d SLA
Reschedule
6.3d / 2.0d SLA
On Hold
21.0d
Completed
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
6.9d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

delivered

🔧 Work Performed
Shipping hot swap to site: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13367842 S/N: 700222210128 Shipment Tracking Number 1Z01E3E70394589969 __ Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13172929 S/N: 700333220149 RMA Tracking Number 1Z01E3E79094577577 Delivered On Friday, February 20 at 12:51 P.M. - Met Customer
🔍 Technician Findings
Service completed
⚠️ Problem Description
Our RetinaVue keeps giving us that SW-01 code - multiple times a day....we have to clear it by removing the battery (as you suggested) which works 1x then it codes again. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13172929 S/N: 700333220149 Can we get another one sent out to us please? https://www.ebiotrack.com/workorder.php?wo=71644
📄 Description
RetinaVue700 Imager Set, US Plug with Premium Hard Storage Case: 100-240V, 50-60 Hz AC, 3200 mAh Lithium-Ion 7.2 V Battery, IEC Plug Type-B

Timeline

📞
▶
4 Case Linked Feb 12, 3:41 PM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01351436
Type: SWAPOUT
Priority: PC
📦
Parts Requested
Order: 00090290
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🔩
▶
2 2x Parts Added Feb 12, 4:13 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 27m
⚠️ 7.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 23, 9:07 AM
From: Reschedule
To: On Hold
Duration in Previous: 10d 16h
🚨 21.0 business days
✔️
▶
5 Status: Completed Mar 23, 4:39 PM
Status: Completed → Technician Assigned → Status: Closed → 2x Labor Added → Status: Completed
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
🏁
Status: Closed by Ryan Schwochow
From: Completed, Closed
To: Closed, Assigned
Duration in Previous: 1m, 0m
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Ryan Schwochow
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Mar 24, 12:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 8m
⚠️ 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
💰
Status: Invoiced by Diane Patton Apr 1, 6:10 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m
🚨 67.7 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-258111

Bottlenecks

Reschedule
Duration: 6.3 business days (threshold: 2.0 business days)
Exceeded by 4.3 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Ready to Bill
Duration: 6.9 business days (threshold: 1.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00568023
Closed
📦
Parts Order 00090290
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 12, 3:42 PM
Invoice #
SM-258111

Work Details (4)

Name Type Status Qty Amount Date
WL-03103354 Parts Open 1 $0.00 Feb 12, 4:13 PM
WL-03103355 Expenses Open 1 $36.28 Feb 12, 4:13 PM
WL-03155787 Labor Open 1 $122.57 Mar 23, 4:41 PM
WL-03155788 Expenses Open 1 $30.80 Mar 23, 4:41 PM

Details