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WO-01355274 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Pleasant Grove, TX — 1515 S. Buckner Blvd., Ste 141, Dallas TX, 75217

Mar 3, 2026 → Mar 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 17, 2026
✓ SLA Met (10 biz days early)
Active: 0 biz days
🕐 Clock stopped: Invoiced (Mar 3, 2026)
▶ Clock Running
Status: Created
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Mar 3, 2026 Invoiced: Mar 3, 2026
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Mar 3 → Mar 3 Created ▶ Running 0 0
Mar 3 → Mar 3 Assigned ▶ Running 0 0
Coordinators 0.0d
Billing 19.6d
✓ SLA Met
Coordinators
0.0 days
Billing
19.6 days
Over SLA
Created: Mar 3, 2026 Due: Mar 17, 2026 Completed: Mar 3, 2026 (14 days early)
📅
0.0 days Total Age
⏱️
19.6d in Ready to Bill Longest Stage
🔄
5 transitions Status Changes
⚠️
19.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551300
Wifi Failure
Closed
Wifi Failure. Model: Welch Allyn - RV700B - RetinaVue 700 Imager Model Type: Visual Analyzer Custom Field: Notes: Asset ID: 13254108 Site: Oak Street Health - Oak Street Health - Pleasant Grove, TX Department:Depreciation Start Date: 2025-07-17Physical Location:Depreciation Term: 7yrsSerial #: 700224200072
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Esther Njuguna
Owner
Derek Reynolds
Created
Dec 12, 2025
Work Orders from this Case (2)
WO-01325224 Invoiced
SWAPOUT • Ryan Schwochow
Created: Dec 12, 2025 • Closed: Mar 3, 2026
WO-01355274 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Mar 3, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 165 days old
🚨
Primary Delay 19.6 days stuck in "Ready to Bill"
⏱️
Total Delay 19.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Closed
2.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Ready to Bill
19.6d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 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 Wifi issue - Device connects to WIFI as expect and connects to retinavue network - missing accessories
⚠️ Problem Description
Wifi Failure. Welch Allyn - RV700B - RetinaVue 700 Imager Asset ID: 13254108 Serial #: 700224200072 https://www.ebiotrack.com/workorder.php?wo=72117
📄 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 Dec 12, 10:14 AM
Case Number: 00551300
Subject: Wifi Failure
Status: Closed
🚨 54.0 business days
📋
▶
2 Work Order Created Mar 3, 4:27 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Ryan Schwochow
From: Closed
To: Assigned
Duration in Previous: 0m
🔩
▶
2 5x Parts Added Mar 3, 4:35 PM
5x Parts Added → Status: Closed
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 12m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 2:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 2h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 19.6 business days (threshold: 1.0 business days)
Exceeded by 18.6 business days

🔗 Related Artifacts

📞
Case 00551300
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Mar 3, 4:27 PM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-03128401 Parts Open 1 $432.20 Mar 3, 4:35 PM
WL-03128402 Parts Open 1 $4.29 Mar 3, 4:35 PM
WL-03128403 Labor Open 1 $122.57 Mar 3, 4:35 PM
WL-03128404 Labor Open 1 $122.57 Mar 3, 4:35 PM
WL-03128405 Expenses Open 1 $30.80 Mar 3, 4:35 PM

Details