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← WO Overview

WO-01297957 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Butler County Health Care Center — 372 South 9th Street, David City NE, 68632

Aug 15, 2025 → Sep 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 3, 2025
✗ SLA Missed (1 biz days late)
Active: 13 biz days
🕐 Clock stopped: Completed (Sep 4, 2025)
▶ Clock Running
Status: Created
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Ready for Scheduling
Aug 15 → Aug 28, 2025
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 9 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 3, 2025
3 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 3 → Sep 4, 2025
1 business day (counted)
Running total: 13 of ? biz days used
Created: Aug 15, 2025 Completed: Sep 4, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 15 → Aug 15 Created ▶ Running 0 0
Aug 15 → Aug 28 Ready for Scheduling ▶ Running 9 9
Aug 28 → Aug 28 Assigned ▶ Running 0 9
Aug 28 → Sep 3 Scheduled ▶ Running 3 12
Sep 3 → Sep 4 Tech On Site ▶ Running 1 13
Dispatch 0.0d
Coordinators 14.0d
Field Work 4.3d
Billing 1.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.0 days
Over SLA
Field Work
4.3 days
Over SLA
Billing
1.9 days
Created: Aug 15, 2025 Due: Sep 3, 2025 Completed: Sep 10, 2025 (6 days late)
📅
17.0 days Total Age
⏱️
10.0d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
13.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Sep 2, 2025
Visit 2 Sep 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519370
Dispatch Request for Midmark Delivery - [Butler County Health Care Center- MDS - 8638555 - 8645153 Equipment]. Waiting for response from Ali.
Closed
Request Type: Installation and delivery Date of Delivery: 09/03/25 Delivery Time: 8:30-9AM. Time Technician needs to arrive at location: 8:00AM Estimated Time on Site (hours): 1 Product: (10) 276-001-856 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Call the customer POC 48 hours ahead of time to confirm date/time Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery Supervise the delivery Fill our Serial Number Tracking file and provide back to the customer Fill out the Proof of Delivery (POD), get the driver and customer signatures Fill out the Medical Delivery Observation Form Email POD and Observation form to MDSLogistics@midmark.com
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jacklyn Vietor
Owner
Kimberly Hardison
Created
Aug 15, 2025
Work Orders from this Case (1)
WO-01297957 (current) Invoiced
Delivery • Curtis Sprague
Created: Aug 15, 2025 • Closed: Sep 9, 2025
Completed with significant delays
Invoiced • 201 days old
🚨
Primary Delay 10.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 13.3 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
10.0d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
2.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
WO Correction Needed
1.9d
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/8/2025 NSuarez missing Serial # list.

9/5/25 CDempsey- Jim Smalley got laptop working. Curtis can now complete paperwork.

9/5/25 CDempsey- Curtis will reach out after jobsite this morning to see if I can enter info and close wo.

9/4/25 CDempsey- tech having computer issues. I put him onsite and into serviced for him.

🔧 Work Performed
Monitored the distribution and placement of chairs. Placed chairs in rooms as directed by Matt (Biomed).
🔍 Technician Findings
Curtis: I arrived onsite at scheduled time. I reached out to POC Kristy Pals. There was no answer. I went into the building to meet with Biomed to get a determination of where the facility wanted the stools to be placed.
⚠️ Problem Description
Request Type: Installation and delivery Date of Delivery: 09/03/25 Delivery Time: 8:30-9AM. Time Technician needs to arrive at location: 8:00AM Estimated Time on Site (hours): 1 Product: (10) 276-001-856 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Call the customer POC 48 hours ahead of time to confirm date/time Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery Supervise the delivery Fill our Serial Number Tracking file and provide back to the customer Fill out the Proof of Delivery (POD), get the driver and customer signatures Fill out the Medical Delivery Observation Form Email POD and Observation form to MDSLogistics@midmark.com

Timeline

📞
Case Linked Aug 15, 11:15 AM
Case Number: 00519370
Subject: Dispatch Request for Midmark Delivery - [Butler County Health Care Center- MDS - 8638555 - 8645153 Equipment]. Waiting for response from Ali.
Status: Closed
📋
▶
2 Work Order Created Aug 15, 11:50 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🚨 10.0 business days
👷
▶
3 Status: Assigned Aug 28, 10:48 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Curtis Sprague
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-03T13:00:00.000+0000
💵
3x Expenses Added Aug 28, 12:10 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Craig Dempsey Sep 3, 9:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
⏳ 2.0 business days
✔️
Status: Completed by Craig Dempsey Sep 4, 9:52 AM
From: Tech On Site
To: Completed
Duration in Previous: 1d 0h
⏳ 2.0 business days
⏱️
5x Labor Added Sep 7, 10:02 PM
Type: Labor, Travel
Status: Open
Qty: 10.75, 2.25, 1038, 35
🏁
Status: Closed by Curtis Sprague Sep 7, 10:23 PM
From: Completed
To: Closed
Duration in Previous: 3d 12h
✏️
Status: WO Correction Needed by Nancy Suarez Sep 8, 1:19 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 14h 55m
⏳ 2.0 business days
✔️
Status: Completed by Curtis Sprague Sep 9, 8:11 PM
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 1d 6h, 0m
💵
▶
2 Status: Billing Review Sep 10, 11:44 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Nancy Suarez
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2m, 0m
💰
Status: Invoiced by Nancy Suarez Sep 10, 11:53 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🧾
Invoice Created Sep 11, 10:42 AM
Invoice Number: SM-240495

Bottlenecks

Ready for Scheduling
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Completed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00519370
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Curtis Sprague
Scheduled
Sep 3, 9:00 AM
Created
Aug 15, 11:50 AM
Invoice #
SM-240495

Work Details (8)

Name Type Status Qty Amount Date
WL-02918421 Expenses Open 1 $0.00 Aug 28, 12:10 PM
WL-02918422 Expenses Open 1 $0.00 Aug 28, 12:10 PM
WL-02918423 Expenses Open 1 $175.00 Aug 28, 12:10 PM
WL-02927852 Labor Open 10.75 $1,182.50 Sep 7, 10:02 PM
WL-02927853 Labor Open 0.75 $82.50 Sep 7, 10:02 PM
WL-02927854 Labor Open 2.25 $247.50 Sep 7, 10:02 PM
WL-02927855 Travel Open 1038 $0.00 Sep 7, 10:02 PM
WL-02927856 Travel Open 35 $0.00 Sep 7, 10:02 PM

Details