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WO-01352438 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - North City — 3451 Union Blvd, St Louis MO, 63115

Feb 17, 2026 → Feb 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 20, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Feb 17, 2026 Completed: Feb 19, 2026
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0 / 3
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 3
Feb 17 → Feb 18 Assigned ▶ Running 1 1 / 3
Feb 18 → Feb 19 Scheduled ▶ Running 1 2 / 3
Feb 19 → Feb 19 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 3.3d
Field Work 0.4d
Billing 5.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.3 days
Over SLA
Field Work
0.4 days
Billing
5.4 days
Over SLA
Created: Feb 17, 2026 Due: Feb 20, 2026 Completed: Feb 19, 2026 (1 days early)
📅
2.3 days Total Age
⏱️
5.4d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
5.4d over Total Delay
📦
0 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

Open in Salesforce →
🎫
Case #00569431
EKG Full functional Testing
Closed
Run full functional testing on EKG, review with customer. Check Electrode date and skin prep, location if passes with MA. Model: Burdick - ELI 280 Model Type: EKG Custom Field: Notes: Asset ID: 12963498 Site: Oak Street Health - Oak Street - North City Department:Depreciation Start Date:Physical Location: Nurse StationDepreciation Term: yrsSerial #: 121230000768
Priority
High
Origin
Phone
Reason
New Case
Contact
Latifa Wood
Owner
Derek Reynolds
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352438 (current) Invoiced
Virtual Tech - Field Repair • Blake Ward
Created: Feb 17, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 5.4 days stuck in "Ready to Bill"
⏱️
Total Delay 5.4 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
0.1d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
5.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18 KKelch called Latifa to schedule for tomorrow between 12 and 2 pm. Customer confirmed. 

🔧 Work Performed
Ran a full functional test on the EKG with SimSlim.Reviewed all the data and print outs with Latifah Wood. Customer was satisfied with results.
🔍 Technician Findings
No damage found. Customer installed new leads prior to my arrival. Could not duplicate problem.
⚠️ Problem Description
Run full functional testing on EKG, review with customer. Check Electrode date and skin prep, location if passes with MA. Model: Burdick - ELI 280 Model Type: EKG Custom Field: Notes: Asset ID: 12963498 Site: Oak Street Health - Oak Street - North City Department:Depreciation Start Date:Physical Location: Nurse StationDepreciation Term: yrsSerial #: 121230000768 https://www.ebiotrack.com/workorder.php?wo=71749

Timeline

📞
Case Linked Feb 17, 4:05 PM
Case Number: 00569431
Subject: EKG Full functional Testing
Status: Closed
📋
▶
2 Work Order Created Feb 17, 4:12 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 17, 4:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 31m
🗓️
▶
2 Status: Scheduled Feb 18, 9:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-19T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Blake Ward Feb 19, 2:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
🚗
▶
3 2x Travel Added Feb 19, 3:00 PM
2x Travel Added → Status: Completed → Labor Added
✔️
Status: Completed by Blake Ward
From: Tech On Site
To: Completed
Duration in Previous: 52m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
🏁
Status: Closed by Blake Ward Feb 19, 5:40 PM
From: Completed
To: Closed
Duration in Previous: 2h 38m
📄
Status: Ready to Bill by Diane Patton Feb 20, 3:27 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 47m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
💰
Status: Invoiced by Diane Patton Feb 28, 1:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⚠️ 5.0 business days
🧾
Invoice Created Mar 6, 1:45 PM
Invoice Number: SM-255246

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.3 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00569431
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Blake Ward
Scheduled
Feb 19, 1:00 PM
Created
Feb 17, 4:12 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03112254 Travel Open 50 - Feb 19, 3:00 PM
WL-03112255 Labor Open 1 $122.57 Feb 19, 3:00 PM
WL-03112264 Labor Open 1 $122.57 Feb 19, 3:02 PM

Details