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WO-01353193 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Oracle Gateway — 3820 N. Oracle Road, Tucson AZ, 85705

Feb 23, 2026 → Feb 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 20, 2026
✓ SLA Met (19 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
▶ Clock Running
Status: Created
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Feb 23, 2026 Completed: Feb 23, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 23 → Feb 23 Created ▶ Running 0 0
Feb 23 → Feb 23 Assigned ▶ Running 0 0
Feb 23 → Feb 23 Tech On Site ▶ Running 0 0
Coordinators 0.3d
Field Work 0.1d
Billing 3.7d
✓ SLA Met
Coordinators
0.3 days
Field Work
0.1 days
Billing
3.7 days
Over SLA
Created: Feb 23, 2026 Due: Mar 20, 2026 Completed: Feb 23, 2026 (25 days early)
📅
0.4 days Total Age
⏱️
3.7d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
3.4d 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 #00560859
[Oracle Gateway] RetinaVue replacement needed
Closed
Hello! Our Oracle Gateway center is in need of a RetinaVue replacement. Could you please ship them one from the depot? Please let me know if you need any additional information. Thank you! Karen Wnek BSN, RN | 773-991-3100 | Sr Manager, Inventory Management | Treehouse | Oak Street Health | oakstreethealth.com <http://www.oakstreethealth.com/>
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karen Wnek
Owner
Virtual Tech
Created
Jan 21, 2026
Work Orders from this Case (2)
WO-01338991 Invoiced
SWAPOUT • Samuel A Klein
Created: Jan 21, 2026 • Closed: Feb 23, 2026
WO-01353193 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Feb 23, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 3.7 days stuck in "Ready to Bill"
⏱️
Total Delay 3.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Tech On Site
0.1d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
3.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
Allowed battery to charge for 12 hrs Updated firmware RV700-v1.80.00-A0009.waupdate Verified Wifi communication Registered Device to RetinaVue Network for Oak Street Health Depot Sync'd device with RetinaVue Network Server to upload logs Cleaned externals and relabeled device Cleaned Eternal Lens De-Registered Device to RetinaVue Network for Oak Street Health Depot Resetting to factory defaults Able to perform practice Scans was able to get 1x practice scans with good image quality. Technique and Setup guide printouts included
🔍 Technician Findings
Was not able to duplicate issue. Unit was working when arrived in Depot. Unit arrived with all accessories and with a broken face cup. Unit will need a new facecup to complete Hotswap. Battery is still good.
⚠️ Problem Description
Oracle Gateway center is in need of a RetinaVue replacement. Could you please ship them one from the depot? Welch Allyn - RV700B - RetinaVue 700 Imager - Asset ID#: 13353451 S/N: 700241210279 https://www.ebiotrack.com/workorder.php?wo=71872
📄 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 Jan 21, 10:37 AM
Case Number: 00560859
Subject: [Oracle Gateway] RetinaVue replacement needed
Status: Closed
🚨 23.0 business days
📋
▶
2 Work Order Created Feb 23, 10:09 AM
Work Order Created → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: Tech On Site
To: Assigned
Duration in Previous: 0m
🔩
3x Parts Added Feb 23, 12:28 PM
Type: Parts, Labor
Status: Open
Qty: 1
🔧
Status: Tech On Site by Samuel Klein Feb 23, 12:41 PM
From: Assigned
To: Tech On Site
Duration in Previous: 2h 31m
✔️
▶
2 Status: Completed Feb 23, 1:07 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Samuel Klein
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 24, 1:17 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⏳ 4.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 28, 1:13 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 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: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Ready to Bill
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00560859
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Feb 23, 10:09 AM
Invoice #
SM-255246

Work Details (3)

Name Type Status Qty Amount Date
WL-03116162 Parts Open 1 $293.68 Feb 23, 12:28 PM
WL-03116163 Labor Open 1 $122.57 Feb 23, 12:28 PM
WL-03116164 Labor Open 1 $122.57 Feb 23, 12:28 PM

Details