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WO-01351627 ↗ ServiceMax

Oak Street Health • Virtual Tech - Drop Shipment • PC

📍 Oak Street Health - Cicero — 5524 W. Cermak Rd, STE 2, Cicero IL, 60804

Feb 13, 2026 → Feb 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✓ SLA Met (13 biz days early)
Active: 0 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 24, 2026
6 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Completed
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Feb 13, 2026 Completed: Feb 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0
Feb 13 → Feb 24 Awaiting Parts ⏸ Paused 6 —
Feb 24 → Feb 24 L2 Review ▶ Running 0 0
Feb 24 → Feb 24 Completed ▶ Running 0 0
Feb 24 → Feb 24 Assigned ▶ Running 0 0
Dispatch 0.0d
Material Management 6.7d
Coordinators 0.0d
Billing 2.9d
✓ SLA Met
Dispatch
0.0 days
Material Management
6.7 days
Over SLA
Coordinators
0.0 days
Billing
2.9 days
Over SLA
Created: Feb 13, 2026 Due: Mar 13, 2026 Completed: Feb 24, 2026 (17 days early)
📅
6.7 days Total Age
⏱️
6.7d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
6.5d 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 #00567897
L2 review - HCP
Closed
EKG machine needs to be serviced. The lead connector keeps popping off and the MA needs to make sure it's attached correctly in order to work Model: Burdick - ELI 280 Model Type: EKG Asset ID: 13077907 Serial #: 124170000647
Priority
Standard
Origin
Email
Reason
New Case
Contact
giovanna goycochea
Owner
Virtual Tech
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351627 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 13, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 181 days old
🚨
Primary Delay 6.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 6.5 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
6.7d / 3.0d SLA
L2 Review
0.1d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Billing Correction Needed
0.1d
Ready to Bill
2.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/20/2026 Emartin per attached email "Cicero already received the parts and replaced"

2/16/26 SReich - Per the attached email from the customer: The parts for the ekg machine have been delivered.

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
EKG machine needs to be serviced. The lead connector keeps popping off and the MA needs to make sure it's attached correctly in order to work Model: Burdick - ELI 280 Model Type: EKG Asset ID: 13077907 Serial #: 124170000647 https://www.ebiotrack.com/workorder.php?wo=71684

Timeline

📞
Case Linked Feb 12, 12:16 PM
Case Number: 00567897
Subject: L2 review - HCP
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Feb 13, 1:25 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090364
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 7.0 business days
🔩
▶
2 3x Parts Added Feb 24, 8:41 AM
3x Parts Added → Status: L2 Review
👀
Status: L2 Review by John Rolston
From: Awaiting Parts
To: L2 Review
Duration in Previous: 10d 19h
✔️
▶
4 Status: Completed Feb 24, 9:17 AM
Status: Completed → Labor Added → Technician Assigned → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.23333333333333
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 0m
⏳ 2.0 business days
💳
Status: Billing Correction Needed by Diane Patton Feb 25, 11:54 AM
From: Closed
To: Billing Correction Needed
Duration in Previous: 1d 2h
🏁
Status: Closed by Diane Patton Feb 25, 12:21 PM
From: Billing Correction Needed, Closed
To: Closed, Ready to Bill
Duration in Previous: 26m, 0m
⏳ 3.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 0h
🧾
▶
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

Awaiting Parts
Duration: 6.7 business days (threshold: 3.0 business days)
Exceeded by 3.7 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00567897
Closed
📦
Parts Order 00090364
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 13, 1:25 PM
Invoice #
SM-255246

Work Details (4)

Name Type Status Qty Amount Date
WL-03117168 Parts Open 1 $75.42 Feb 24, 8:41 AM
WL-03117169 Parts Open 1 $139.73 Feb 24, 8:41 AM
WL-03117170 Expenses Open 1 $13.20 Feb 24, 8:41 AM
WL-03117262 Labor Open 0.23333333333333 $30.64 Feb 24, 9:18 AM

Details