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WO-01357100 ↗ ServiceMax

Oak Street Health • SWAPOUT • PC

📍 Oak Street Health - Glen Ave — 3536 W Glendale Ave, Phoenix AZ, 85051

Mar 12, 2026 → Aug 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✗ SLA Missed (99 biz days late)
Active: 112 biz days
🕐 Clock stopped: Invoiced (Aug 20, 2026)
▶ Clock Running
Status: Created
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 12 → Mar 12, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 12 → Mar 18, 2026
4 business days (counted)
Running total: 4 of ? biz days used
108d
▶ Clock Running
Status: On Hold
Mar 18 → Aug 20, 2026
108 business days (counted)
Running total: 112 of ? biz days used
▶ Clock Running
Status: Completed
Aug 20 → Aug 20, 2026
0 business days (counted)
Running total: 112 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 20 → Aug 20, 2026
0 business days (counted)
Running total: 112 of ? biz days used
Created: Mar 12, 2026 Invoiced: Aug 20, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Mar 12 → Mar 12 Created ▶ Running 0 0
Mar 12 → Mar 12 Awaiting Parts ⏸ Paused 0 —
Mar 12 → Mar 18 Reschedule ▶ Running 4 4
Mar 18 → Aug 20 On Hold ▶ Running 108 112
Aug 20 → Aug 20 Completed ▶ Running 0 112
Aug 20 → Aug 20 Assigned ▶ Running 0 112
Dispatch 0.0d
Material Management 0.4d
Holding 108.5d (excluded)
Coordinators 4.6d
Field Work 0.0d
Billing 7.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.4 days
Holding (excluded from total)
108.5 days
Coordinators
4.6 days
Over SLA
Field Work
0.0 days
Billing
7.7 days
Over SLA
Created: Mar 12, 2026 Due: Mar 31, 2026 Completed: Aug 20, 2026 (141 days late)
📅
113.0 days Total Age
⏱️
108.5d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
9.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564044
Oak Street Health - 48 Hour - 142984: New Work Order Assigned
Closed
Work Order #142984 Work Order Description: anticoagulant machine not holding charge
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ana Lopez
Owner
Virtual Tech
Created
Jan 30, 2026
Work Orders from this Case (3)
WO-01341315 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 2, 2026 • Closed: Feb 17, 2026
WO-01357100 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Mar 12, 2026 • Closed: Aug 20, 2026
WO-01421554 Invoiced
Depot • Ryan Schwochow
Created: Aug 20, 2026 • Closed: Sep 30, 2026
Completed with minor delays
Invoiced • 223 days old
🚨
Primary Delay 108.5 days stuck in "On Hold"
⏱️
Total Delay 9.6 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
Awaiting Parts
0.4d / 3.0d SLA
Reschedule
4.6d / 2.0d SLA
On Hold
108.5d
Completed
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
7.3d / 1.0d SLA
Invoice Pending
0.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Shipping hot swap to site: CoaguSense - 03P73-01 Asset ID#: 13124848 S/N: D001337J0390 Outbound 1Z01E3E70393883704 Delivered 3/17/2026 Return 1Z01E3E79096303868
🔍 Technician Findings
hot swap requested
⚠️ Problem Description
Work Order #142984 anticoagulant machine not holding charge CoaguSense - 03P63-01 Asset ID#: 6199603 S/N: (21)D001337J0062 https://www.ebiotrack.com/workorder.php?wo=72368
📄 Description
Coagulation Analyzer Coag-Sense® PT/INR CLIA Waived Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Jan 30, 5:39 PM
Case Number: 00564044
Subject: Oak Street Health - 48 Hour - 142984: New Work Order Assigned
Status: Closed
🚨 28.8 business days
📋
▶
3 Work Order Created Mar 12, 12:01 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00092237
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Mar 12, 3:17 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3h 14m
⚠️ 5.0 business days
⏸️
Status: On Hold by Ryan Schwochow Mar 18, 3:47 PM
From: Reschedule
To: On Hold
Duration in Previous: 6d 0h
🚨 109.0 business days
✔️
▶
4 Status: Completed Aug 20, 2:22 PM
Status: Completed → Labor Added → Status: Assigned → Technician Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
👷
Status: Assigned by Ryan Schwochow
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 2m, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Aug 21, 5:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 3h
⚠️ 7.8 business days
📨
Status: Invoice Pending by Diane Patton Sep 1, 2:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 20h
🧾
▶
2 Invoice Created Sep 1, 6:03 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3h 16m

Bottlenecks

Reschedule
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.6 business hours
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

📞
Case 00564044
Closed
📦
Parts Order 00092237
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Mar 12, 12:01 PM
Invoice #
SM-271879

Work Details (3)

Name Type Status Qty Amount Date
WL-03141640 Parts Open 1 $0.00 Mar 12, 3:17 PM
WL-03141641 Expenses Open 1 $31.31 Mar 12, 3:17 PM
WL-03344673 Labor Open 1 $121.00 Aug 20, 2:24 PM

Details