Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352542 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Eakin — 2020 Eakin Rd Ste 100, Columbus OH, 43223

Feb 18, 2026 → Mar 3, 2026

✅ Completed
PC Per client agreement
Target: Apr 17, 2026
🕐 Clock stopped: Completed (Mar 3)
✓ SLA Met (45d early)
Dispatch 0.0d
Material Management 0.3d
Holding 7.0d (excluded)
Coordinators 3.9d
Billing 20.8d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.3 days
Holding (excluded from total)
7.0 days
Coordinators
3.9 days
Over SLA
Billing
20.8 days
Over SLA
Created: Feb 18, 2026 Due: Apr 17, 2026 Completed: Mar 3, 2026 (45 days early)
📅
10.0 days Total Age
⏱️
20.7d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
22.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00569611
Oak Street Health - 48 Hour - 144568: New Work Order Assigned
On Hold
Oak Street Work Order #144568 Work Order Description: retinavue does not work. needs replacement with NEW device not refurbished.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Usman Haseeb
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (2)
WO-01352542 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 18, 2026 • Closed: Mar 3, 2026
WO-01355205 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 3, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 20.7 days stuck in "Ready to Bill"
⏱️
Total Delay 22.2 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
0.3d / 3.0d SLA
Reschedule
3.9d / 2.0d SLA
On Hold
7.0d
Closed
1.6d / 1.0d SLA
Ready to Bill
20.7d / 1.0d SLA
Invoice Pending
0.1d / 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 SERIAL #: (21)700245200175 ASSET ID: 13254093 Outbound 1Z01E3E70395374699 Delivered 2/19/2026 ___ Expected back for repair: Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13367722 S/N: (21)700245200175 Return 1Z01E3E79095044300 Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Oak Street Work Order #144568 retinavue does not work. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID#: 13367722 S/N: 700336220029 https://www.ebiotrack.com/workorder.php?wo=71759
📄 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 18, 9:43 AM
Case Number: 00569611
Subject: Oak Street Health - 48 Hour - 144568: New Work Order Assigned
Status: On Hold
📋
▶
3 Work Order Created Feb 18, 9:59 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090593
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Feb 18, 12:04 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 4m
⏳ 4.0 business days
⏸️
Status: On Hold by Ryan Schwochow Feb 23, 9:41 AM
From: Reschedule
To: On Hold
Duration in Previous: 4d 21h
⚠️ 7.0 business days
⏱️
▶
3 Labor Added Mar 3, 1:58 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 8d 4h, 0m
📄
Status: Ready to Bill by Diane Patton Mar 4, 1:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 2m
🚨 21.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 28d 3h
💰
Status: Invoiced by Diane Patton Apr 1, 6:10 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m
⏳ 4.7 business days
🧾
Invoice Created Apr 7, 8:07 AM
Invoice Number: SM-258111

Bottlenecks

Reschedule
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Ready to Bill
Duration: 20.7 business days (threshold: 1.0 business days)
Exceeded by 19.7 business days

🔗 Related Artifacts

📞
Case 00569611
On Hold
📦
Parts Order 00090593
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 18, 9:59 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03110272 Parts Open 1 $0.00 Feb 18, 12:04 PM
WL-03110273 Expenses Open 1 $36.94 Feb 18, 12:04 PM
WL-03127960 Labor Open 1 $122.57 Mar 3, 1:58 PM

Details