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WO-01351847 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Strawberry Mansion, PA — 2301 N 29th Street, Ste 500, Philadelphia PA, 19132

Feb 16, 2026 → Feb 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 17, 2026
✓ SLA Met (44 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: On Hold
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Feb 16, 2026 Completed: Feb 16, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 16 On Hold ▶ Running 0 0
Feb 16 → Feb 16 Assigned ▶ Running 0 0
Billing 7.7d
✓ SLA Met
Billing
7.7 days
Over SLA
Created: Feb 16, 2026 Due: Apr 17, 2026 Completed: Feb 16, 2026 (60 days early)
📅
0.0 days Total Age
⏱️
7.7d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
7.7d 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 #00568714
EKG Leads Off
Closed
Hi - Thanks for getting back to me so quickly. I was told that when the Leads are connected, the machine is reading that they're not connected. I double checked that there's no obstruction on the leads and that they're placed in the correct position. Unsure if this may be a wire replacement that may be needed or not Model: Burdick - ELI 280 Model Type: EKG Custom Field: AM12 (S/N:123280001247) Notes: Asset ID: 13116139 Site: Oak Street Health - Oak Street Health - Strawberry Mansion, PA Department: Wilmington Depot - Oak Street hot swapDepreciation Start Date:Physical Location: EMSARDepreciation Term: 7yrsSerial #: 123080000940
Priority
High
Origin
Email
Reason
New Case
Contact
Kyle Andre
Owner
Derek Reynolds
Created
Feb 16, 2026
Work Orders from this Case (3)
WO-01351847 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 16, 2026 • Closed: Feb 16, 2026
WO-01352147 Invoiced
SWAPOUT • Samuel A Klein
Created: Feb 16, 2026 • Closed: Mar 25, 2026
WO-01361877 Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Mar 25, 2026 • Closed: Mar 26, 2026
Completed with minor delays
Invoiced • 178 days old
🚨
Primary Delay 7.7 days stuck in "Ready to Bill"
⏱️
Total Delay 7.7 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
On Hold
0.0d
Closed
2.0d / 1.0d SLA
Ready to Bill
7.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2-16 Sent EKG troubleshooting email to customer.
🔍 Technician Findings
Sending replacement EKG from Depot.
⚠️ Problem Description
Hi - Thanks for getting back to me so quickly. I was told that when the Leads are connected, the machine is reading that they're not connected. I double checked that there's no obstruction on the leads and that they're placed in the correct position. Unsure if this may be a wire replacement that may be needed or not Model: Burdick - ELI 280 Model Type: EKG Custom Field: AM12 (S/N:123280001247) Notes: Asset ID: 13116139 Site: Oak Street Health - Oak Street Health - Strawberry Mansion, PA Department: Wilmington Depot - Oak Street hot swapDepreciation Start Date:Physical Location: EMSARDepreciation Term: 7yrsSerial #: 123080000940 https://www.ebiotrack.com/workorder.php?wo=71707

Timeline

📞
▶
3 Case Linked Feb 16, 12:14 PM
Case Linked → Work Order Created → Status: On Hold
📋
Work Order Created
Work Order: WO-01351847
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 2m
⏱️
▶
3 Labor Added Feb 16, 2:10 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 1h 52m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 18, 1:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 23h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 9d 23h
🧾
▶
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: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 7.7 business days (threshold: 1.0 business days)
Exceeded by 6.7 business days

🔗 Related Artifacts

📞
Case 00568714
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 16, 12:15 PM
Invoice #
SM-255246

Work Details (1)

Name Type Status Qty Amount Date
WL-03107324 Labor Open 0.5 $61.29 Feb 16, 2:10 PM

Details