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WO-01361877 ↗ ServiceMax

Oak Street Health • Virtual Tech - Depot • PC

📍 Oak Street Health - Strawberry Mansion, PA — 2301 N 29th Street, Ste 500, Philadelphia PA, 19132

Mar 25, 2026 → Mar 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 17, 2026
✓ SLA Met (16 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Mar 26, 2026)
▶ Clock Running
Status: Created
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 26, 2026
1 business day (counted)
Running total: 1 of ? biz days used
Created: Mar 25, 2026 Completed: Mar 26, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Mar 25 → Mar 25 Created ▶ Running 0 0
Mar 25 → Mar 25 Assigned ▶ Running 0 0
Mar 25 → Mar 26 Tech On Site ▶ Running 1 1
Coordinators 0.2d
Field Work 1.4d
Billing 4.4d
✓ SLA Met
Coordinators
0.2 days
Field Work
1.4 days
Over SLA
Billing
4.4 days
Over SLA
Created: Mar 25, 2026 Due: Apr 17, 2026 Completed: Mar 26, 2026 (22 days early)
📅
1.6 days Total Age
⏱️
4.3d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
3.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00568714
EKG Leads Off
Closed
Hi - Thanks for getting back to me so quickly. I was told that when the Leads are connected, the machine is reading that they're not connected. I double checked that there's no obstruction on the leads and that they're placed in the correct position. Unsure if this may be a wire replacement that may be needed or not Model: Burdick - ELI 280 Model Type: EKG Custom Field: AM12 (S/N:123280001247) Notes: Asset ID: 13116139 Site: Oak Street Health - Oak Street Health - Strawberry Mansion, PA Department: Wilmington Depot - Oak Street hot swapDepreciation Start Date:Physical Location: EMSARDepreciation Term: 7yrsSerial #: 123080000940
Priority
High
Origin
Email
Reason
New Case
Contact
Kyle Andre
Owner
Derek Reynolds
Created
Feb 16, 2026
Work Orders from this Case (3)
WO-01351847 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 16, 2026 • Closed: Feb 16, 2026
WO-01352147 Invoiced
SWAPOUT • Samuel A Klein
Created: Feb 16, 2026 • Closed: Mar 25, 2026
WO-01361877 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Mar 25, 2026 • Closed: Mar 26, 2026
Completed with minor delays
Invoiced • 141 days old
🚨
Primary Delay 4.3 days stuck in "Ready to Bill"
⏱️
Total Delay 3.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Tech On Site
1.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
4.3d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

🔧 Work Performed
Cleaned device externals Cleared stored ePHI Visual Inspection; Passed AM12 Condition; Good (S/N:_____123280001247_______) Battery Date Code = ___2025____ Battery Test - No Load - (> 12.5VDC) = ___12.86____VDC Battery Test - 10Ω25W - (>11.7VDC) after 10 sec = ___12.54____VDC Current Test - Power OFF - (< 250uA) = ___101.62____uA Current Test - Power ON - (< 1.1A) = ____0.57___A Current Test - Charging voltage (13.0 - 14.7 VDC) = ___13.60____VDC Touchscreen Calibrated Date/Time; Updated Auto Test; Passed Writer Test; Passed Printhead in good condition, cleaned, Que verified Performance Tested EKG Leads @ 30, 60, 80, 120 BPM; Passed Lead-off Warning; Verified Noise Test; Passed Electrical Safety Test; Passed Enclosure Leakage Current measured >300µA; Passed Patient Leakage Current measured >10µA; Passed PM Completed
🔍 Technician Findings
Was not able to duplicate issue. AM12 and lead wires are working correctly with no issues. Unit will need new clips to complete Hotswap.
⚠️ Problem Description
When the Leads are connected, the machine is reading that they're not connected. I double checked that there's no obstruction on the leads and that they're placed in the correct position. Burdick - ELI 280 Asset ID: 13116139 Serial #: 123080000940 https://www.ebiotrack.com/workorder.php?wo=72702
📄 Description
ECG, BURDICK 280 INTERP 200 ECG STORAGE AM12/USB/LAN Oak Street Health’s Consigned Inventory

Timeline

📞
Case Linked Feb 16, 12:14 PM
Case Number: 00568714
Subject: EKG Leads Off
Status: Closed
🚨 27.0 business days
📋
2 Work Order Created Mar 25, 3:26 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: Tech On Site
To: Assigned
Duration in Previous: 0m
🔧
Status: Tech On Site by Samuel Klein Mar 25, 4:47 PM
From: Assigned
To: Tech On Site
Duration in Previous: 1h 21m
🔩
4x Parts Added Mar 25, 4:58 PM
Type: Parts, Labor
Status: Open
Qty: 1
✔️
Status: Completed by Samuel Klein Mar 26, 8:31 AM
From: Tech On Site
To: Completed
Duration in Previous: 15h 44m
🔩
Parts Added Mar 26, 8:36 AM
Type: Parts
Status: Open
Qty: 1
🏁
Status: Closed by Samuel Klein Mar 26, 8:54 AM
From: Completed
To: Closed
Duration in Previous: 22m
📄
Status: Ready to Bill by Diane Patton Mar 26, 5:17 PM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 22m
4.8 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 0h
💰
2 Status: Invoiced Apr 1, 6:11 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-258111

Bottlenecks

Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Ready to Bill
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days

🔗 Related Artifacts

📞
Case 00568714
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Mar 25, 3:26 PM
Invoice #
SM-258111

Work Details (5)

Name Type Status Qty Amount Date
WL-03159213 Parts Open 1 $40.49 Mar 25, 4:58 PM
WL-03159214 Parts Open 1 $41.85 Mar 25, 4:58 PM
WL-03159215 Labor Open 1 $122.57 Mar 25, 4:58 PM
WL-03159216 Labor Open 1 $122.57 Mar 25, 4:58 PM
WL-03160253 Parts Open 1 $24.70 Mar 26, 8:36 AM

Details