Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352376 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - West Fayetteville — 906 Bingham Drive, Fayetteville NC, 28304

Feb 17, 2026 → Apr 9, 2026

✅ Completed
PC Per client agreement
Target: Apr 17, 2026
🕐 Clock stopped: Completed (Apr 9)
✓ SLA Met (8d early)
Dispatch 0.0d
Material Management 0.2d
Holding 21.0d (excluded)
Coordinators 4.5d
Field Work 13.4d
Billing 15.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.2 days
Holding (excluded from total)
21.0 days
Coordinators
4.5 days
Over SLA
Field Work
13.4 days
Over SLA
Billing
15.0 days
Over SLA
Created: Feb 17, 2026 Due: Apr 17, 2026 Completed: Apr 9, 2026 (8 days early)
📅
37.7 days Total Age
⏱️
21.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
30.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00569255
Oak Street Health - 48 Hour - 144470: New Work Order Assigned
On Hold
Oak Street Work Order #144470 Work Order Description: Retinavue machine not working. Photos are unclear. We've tried to troubleshoot, turn on and off but still not fixed.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erica Supplee
Owner
Virtual Tech
Created
Feb 17, 2026
Work Orders from this Case (2)
WO-01352376 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 17, 2026 • Closed: Apr 9, 2026
WO-01367956 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Apr 9, 2026 • Closed: Apr 9, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 21.0 days stuck in "On Hold"
⏱️
Total Delay 30.6 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
0.2d / 3.0d SLA
Reschedule
4.5d / 2.0d SLA
On Hold
21.0d
Tech On Site
13.4d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Shipping Hot swap to site: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13254049 S/N: 700007200071 Outbound 1Z01E3E70397428083 Delivered - 2/19/2026 ___ Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13367875 S/N: 700044190057 Return - 1Z01E3E79096894499 delivered to the depot on 3.9.26
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Oak Street Work Order #144470 Retinavue machine not working. Photos are unclear. We've tried to troubleshoot, turn on and off but still not fixed. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13254049 S/N: 700007200071 https://www.ebiotrack.com/workorder.php?wo=71737
📄 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

📞
Case Linked Feb 17, 1:02 PM
Case Number: 00569255
Subject: Oak Street Health - 48 Hour - 144470: New Work Order Assigned
Status: On Hold
📋
▶
3 Work Order Created Feb 17, 1:30 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090531
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Feb 17, 3:15 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 45m
⚠️ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 23, 9:27 AM
From: Reschedule
To: On Hold
Duration in Previous: 5d 18h
🚨 21.0 business days
🔧
Status: Tech On Site by Ryan Schwochow Mar 23, 4:44 PM
From: On Hold
To: Tech On Site
Duration in Previous: 28d 6h
🚨 13.9 business days
⏱️
▶
3 Labor Added Apr 9, 1:52 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: Tech On Site, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 16d 21h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Apr 13, 9:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 19h
🚨 15.0 business days
📨
Status: Invoice Pending by Diane Patton May 1, 5:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 7h
🧾
▶
2 Invoice Created May 1, 5:33 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 23m

Bottlenecks

Reschedule
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Tech On Site
Duration: 13.4 business days (threshold: 1.0 business days)
Exceeded by 12.4 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00569255
On Hold
📦
Parts Order 00090531
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 17, 1:30 PM
Invoice #
SM-260858

Work Details (3)

Name Type Status Qty Amount Date
WL-03108859 Parts Open 1 $0.00 Feb 17, 3:15 PM
WL-03108860 Expenses Open 1 $36.94 Feb 17, 3:15 PM
WL-03179766 Labor Open 1 $122.57 Apr 9, 1:52 PM

Details