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WO-01351533 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Bromley — 6206 N Military Hwy Suite H, Norfolk VA, 23518

Feb 13, 2026 → Feb 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 19, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 18, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Feb 13, 2026 Completed: Feb 18, 2026
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 3
Feb 13 → Feb 16 Ready for Scheduling ▶ Running 0 0 / 3
Feb 16 → Feb 18 Scheduled ▶ Running 2 2 / 3
Feb 18 → Feb 18 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 3.0d
Field Work 0.8d
Billing 5.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.0 days
Field Work
0.8 days
Billing
5.0 days
Over SLA
Created: Feb 13, 2026 Due: Feb 18, 2026 Completed: Feb 19, 2026 (on time)
📅
3.4 days Total Age
⏱️
5.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568074
Oak Street Health - 48 Hour - 144370: New Work Order Assigned
Closed
Work Order #144370 Room 4 224-002 Work Order Description: Exam room - squeaks when you it is raised up
Priority
Standard
Origin
Email
Reason
New Case
Contact
Natalie Nichols
Owner
Virtual Tech
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351533 (current) Invoiced
Virtual Tech - Field Repair • Michael Harris
Created: Feb 13, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 5.0 days stuck in "Ready to Bill"
⏱️
Total Delay 6.0 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
Ready for Scheduling
1.0d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 MOwens Natalie replied back they are open 8-5 on 2/18. Replied back to schedule the arrival between 11-12 on 2/18 for the repair visit.

2/16 MOwens Sent email to Natalie asking what the hours are on 2/18 for scheduling the visti.

🔧 Work Performed
The screw had a build-up of lubricant below the working part of the screw. the lubricant was redistributed across usable part if the screw. the squeaking stopped. the unit was electrically and functionally tested and returned to service in good working condition.
🔍 Technician Findings
Midmark - 224-002 ID:13172958 SN:V2741903 02/18/2026..MH the screw for the back actuator is squeaking during the first 1/3 of the lift. on the way up and down.
⚠️ Problem Description
Work Order #144370 Room 4 224-002 Work Order Description: Exam room - squeaks when you it is raised up https://www.ebiotrack.com/workorder.php?wo=71668

Timeline

📞
Case Linked Feb 12, 4:46 PM
Case Number: 00568074
Subject: Oak Street Health - 48 Hour - 144370: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Feb 13, 8:36 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 1.0 business days
🗓️
▶
3 Status: Scheduled Feb 16, 11:51 AM
Status: Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: a0h5A00000GcMy9QAF, Michael Harris
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-18T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 18, 8:44 AM
Scheduled For: 2026-02-18T21:00:00.000+0000
🔧
Status: Tech On Site by Michael Harris Feb 18, 4:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 4h
✔️
Status: Completed by Michael Harris Feb 18, 4:54 PM
From: Tech On Site
To: Completed
Duration in Previous: 53m
⏱️
▶
2 10x Labor Added Feb 18, 10:17 PM
10x Labor Added → Status: Closed
🏁
Status: Closed by Michael Harris
From: Completed
To: Closed
Duration in Previous: 5h 23m
⏳ 3.2 business days
📄
Status: Ready to Bill by Diane Patton Feb 23, 10:02 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 11h
⚠️ 5.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5d 3h
🧾
▶
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

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00568074
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Harris
Scheduled
Feb 18, 4:00 PM
Created
Feb 13, 8:36 AM
Invoice #
SM-255246

Work Details (10)

Name Type Status Qty Amount Date
WL-03111424 Labor Open 4 $0.00 Feb 18, 10:17 PM
WL-03111425 Labor Open 1 $122.57 Feb 18, 10:17 PM
WL-03111426 Labor Open 2.5 $306.43 Feb 18, 10:17 PM
WL-03111427 Travel Open 205 - Feb 18, 10:17 PM
WL-03111428 Travel Open 102 - Feb 18, 10:17 PM
WL-03111429 Expenses Open 1 $0.00 Feb 18, 10:17 PM
WL-03111430 Expenses Open 1 $0.00 Feb 18, 10:17 PM
WL-03111431 Expenses Open 1 $0.00 Feb 18, 10:17 PM
WL-03111432 Expenses Open 1 $0.00 Feb 18, 10:17 PM
WL-03111433 Expenses Open 1 $0.00 Feb 18, 10:17 PM

Details