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WO-01352626 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Blue Island — 3046 W 127th St, Blue Island IL, 60406

Feb 18, 2026 → Feb 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 23, 2026
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Feb 18, 2026 Tech Off Site: Feb 23, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 18 → Feb 18 Created ▶ Running 0 0 / 3
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 0 / 3
Feb 18 → Feb 19 Assigned ▶ Running 1 1 / 3
Feb 19 → Feb 23 Scheduled ▶ Running 2 3 / 3
Feb 23 → Feb 23 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 4.6d
Field Work 1.2d
Billing 2.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.6 days
Over SLA
Field Work
1.2 days
Billing
2.9 days
Over SLA
Created: Feb 18, 2026 Due: Feb 23, 2026 Completed: Feb 24, 2026 (on time)
📅
4.0 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
4.9d 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 #00569786
Autoclave
Closed
Evaluate/perform Speedclean procedure and test unit. Model: Midmark - M9 Model Type: Autoclave Custom Field: Notes: Asset ID: 13283168 Site: Oak Street Health - Oak Street Health - Blue Island Department: EXam 11Depreciation Start Date:Physical Location: Autoclave roomDepreciation Term: yrsSerial #: V2402837
Priority
High
Origin
Email
Reason
New Case
Contact
Sandra Ocampo
Owner
Derek Reynolds
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352626 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Feb 18, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 4.9 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
1.5d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
2.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/19/2026 LHill-Called (773) 430-2223 for Sandra Ocampo. She confirmed that 02/23 with tech arrival between 10-12 works for her.

🔧 Work Performed
Attached fill tube and secured. I then performed a successful monthly maintenance on unit. Electrical safety test completed as well.
🔍 Technician Findings
Unit had fill tube disconnected from reservoir. Also unit needed Monthly maintenance performed.
⚠️ Problem Description
Evaluate/perform Speedclean procedure and test unit. Model: Midmark - M9 Model Type: Autoclave Custom Field: Notes: Asset ID: 13283168 Site: Oak Street Health - Oak Street Health - Blue Island Department: EXam 11Depreciation Start Date:Physical Location: Autoclave roomDepreciation Term: yrsSerial #: V2402837 https://www.ebiotrack.com/workorder.php?wo=71778

Timeline

📞
▶
3 Case Linked Feb 18, 2:02 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01352626
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 18, 3:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 58m
🗓️
▶
2 Status: Scheduled Feb 19, 8:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-23T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Feb 23, 12:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 23, 2:16 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 46m
✔️
▶
2 Status: Completed Feb 23, 9:44 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.8333333333333, 1.7833333333333, 93
🏁
Status: Closed by Jonathan Kuehl Feb 23, 9:51 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.3 business days
📄
Status: Ready to Bill by Diane Patton Feb 25, 11:49 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
⏳ 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 1h
🧾
▶
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

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00569786
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Feb 23, 12:00 PM
Created
Feb 18, 2:02 PM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03117025 Labor Open 1.8333333333333 $245.14 Feb 23, 9:48 PM
WL-03117026 Labor Open 1.7833333333333 $245.14 Feb 23, 9:48 PM
WL-03117027 Travel Open 93 - Feb 23, 9:48 PM

Details