Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01355205 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

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

Mar 3, 2026 → Mar 3, 2026

✅ Completed
PC Per client agreement
Target: Mar 17, 2026
🕐 Clock stopped: Invoiced (Mar 3)
✓ SLA Met (14d early)
Coordinators 0.0d
Billing 20.8d
✓ SLA Met
Coordinators
0.0 days
Billing
20.8 days
Over SLA
Created: Mar 3, 2026 Due: Mar 17, 2026 Completed: Mar 3, 2026 (14 days early)
📅
0.0 days Total Age
⏱️
20.7d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
20.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 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 Invoiced
SWAPOUT • Ryan Schwochow
Created: Feb 18, 2026 • Closed: Mar 3, 2026
WO-01355205 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 3, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 72 days old
🚨
Primary Delay 20.7 days stuck in "Ready to Bill"
⏱️
Total Delay 20.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Closed
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d 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
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 Ensure Hotswap contains: Battery, Charger, Face Cup, Wrist Strap, Lens Cloth and Carry Case
🔍 Technician Findings
could not duplicate reported issue - able to take good quality practice images and camera moves freely,
⚠️ 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=72111
📄 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
🚨 10.0 business days
📋
▶
2 Work Order Created Mar 3, 2:00 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Ryan Schwochow
From: Closed
To: Assigned
Duration in Previous: 0m
🔩
▶
2 4x Parts Added Mar 3, 2:05 PM
4x Parts Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Ryan Schwochow Mar 3, 2:13 PM
From: Assigned
To: Closed
Duration in Previous: 13m
📄
Status: Ready to Bill by Diane Patton Mar 4, 1:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 48m
🚨 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

Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 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

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Mar 3, 2:00 PM
Invoice #
SM-258111

Work Details (7)

Name Type Status Qty Amount Date
WL-03127965 Parts Open 1 $4.29 Mar 3, 2:05 PM
WL-03127966 Parts Open 1 $293.68 Mar 3, 2:05 PM
WL-03127967 Parts Open 1 $139.05 Mar 3, 2:05 PM
WL-03127968 Parts Open 1 $432.20 Mar 3, 2:05 PM
WL-03127969 Labor Open 1 $122.57 Mar 3, 2:10 PM
WL-03127970 Labor Open 1 $122.57 Mar 3, 2:10 PM
WL-03127971 Expenses Open 1 $30.80 Mar 3, 2:10 PM

Details