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WO-01355643 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Belmont Ave, OH — 3551 Belmont Ave Ste 19-B, Youngstown OH, 44505

Mar 5, 2026 → Mar 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Mar 10, 2026
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Mar 5 → Mar 9, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Tech On Site
Mar 9 → Mar 10, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
Created: Mar 5, 2026 Completed: Mar 10, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Mar 5 → Mar 5 Created ▶ Running 0 0 / 3
Mar 5 → Mar 5 Ready for Scheduling ▶ Running 0 0 / 3
Mar 5 → Mar 5 Assigned ▶ Running 0 0 / 3
Mar 5 → Mar 9 Scheduled ▶ Running 2 2 / 3
Mar 9 → Mar 10 Tech On Site ▶ Running 1 3 / 3
Dispatch 0.0d
Coordinators 3.0d
Field Work 1.3d
Billing 16.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.0 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
16.1 days
Over SLA
Created: Mar 5, 2026 Due: Mar 10, 2026 Completed: Mar 10, 2026 (on time)
📅
3.3 days Total Age
⏱️
16.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
17.3d 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

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🎫
Case #00569161
Oak Street Health - 48 Hour - 144436: New Work Order Assigned
On Hold
Oak Street Work Order #144436 Work Order Description: WelchAllyn, -777 Wall Transformer, not working Asset ID 6092041
Priority
Standard
Origin
Email
Reason
New Case
Contact
lisa Hartman
Owner
Virtual Tech
Created
Feb 17, 2026
Work Orders from this Case (2)
WO-01352322 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 17, 2026 • Closed: Mar 5, 2026
WO-01355643 (current) Invoiced
Virtual Tech - Field Repair • Jordan Moceri
Created: Mar 5, 2026 • Closed: Mar 9, 2026
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 16.0 days stuck in "Ready to Bill"
⏱️
Total Delay 17.3 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/5/2026 CRamen scheduled for Monday 3/9/2026 with tech arrival between 10-12 Logged email


3/5/2026 CRamen left a vm for a returned call to schedule for Monday 3/9/2026 with tech arrival between 10-12. Logged email

🔧 Work Performed
checked in with on site manager and she had the unit in her office. Showed me the room it came from. plugged it in and tested on each outlet in the room. everything functioned properly on each outlet. showed practice manager on a outlet in her office that everything was functioning. unit returned to service.
🔍 Technician Findings
wall transformer was working upon arrival.
⚠️ Problem Description
Troubleshoot wall transformer. Oak Street Work Order #144436 Work Order Description: WelchAllyn, -777 Wall Transformer, not working Asset ID 6092041 https://www.ebiotrack.com/workorder.php?wo=72178

Timeline

📞
Case Linked Feb 17, 10:42 AM
Case Number: 00569161
Subject: Oak Street Health - 48 Hour - 144436: New Work Order Assigned
Status: On Hold
🚨 13.0 business days
📋
▶
2 Work Order Created Mar 5, 10:23 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Mar 5, 10:41 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-03-09T15:00:00.000+0000
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Charles Ramen Mar 5, 10:49 AM
Scheduled For: 2026-03-09T14:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jordan Moceri Mar 9, 10:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
⏱️
▶
2 3x Labor Added Mar 9, 10:32 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 19m, 0m
⏳ 2.2 business days
📄
Status: Ready to Bill by Diane Patton Mar 11, 11:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21d 5h
💰
Status: Invoiced by Diane Patton Apr 1, 6:10 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m
🚨 17.7 business days
🧾
Invoice Created Apr 24, 11:19 AM
Invoice Number: SM-258111

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00569161
On Hold

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jordan Moceri
Scheduled
Mar 9, 10:30 AM
Created
Mar 5, 10:23 AM
Invoice #
SM-258111

Work Details (3)

Name Type Status Qty Amount Date
WL-03136686 Labor Open 3.4666666666667 $429.00 Mar 9, 10:32 PM
WL-03136687 Labor Open 0.45 $61.29 Mar 9, 10:32 PM
WL-03136688 Travel Open 219 - Mar 9, 10:32 PM

Details