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WO-01300489 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Evergreen Health — 14701 179th Ave SW, Monroe, WA, 98272

Sep 2, 2025 → Sep 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 11, 2025
✓ SLA Met
Active: 7 biz days
🕐 Clock stopped: Completed (Sep 11, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 11, 2025
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 7 of ? biz days used
Created: Sep 2, 2025 Completed: Sep 11, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Sep 2 Ready for Scheduling ▶ Running 0 0
Sep 2 → Sep 2 Assigned ▶ Running 0 0
Sep 2 → Sep 11 Scheduled ▶ Running 7 7
Sep 11 → Sep 11 Tech On Site ▶ Running 0 7
Dispatch 0.0d
Coordinators 8.3d
Field Work 0.9d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
8.3 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Sep 2, 2025 Due: Sep 11, 2025 Completed: Sep 11, 2025 (on time)
📅
8.0 days Total Age
⏱️
8.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523427
Dispatch Request for Midmark Delivery > Evergreen Health SO 8647499 Delivering 11SEP2025 OR SO
Closed
Request Type: Medical Equipment Delivery Date of Delivery: 09/11/2025 Delivery Time: 8:30 am Time Technician needs to arrive at location: 8 am Estimated Time on Site (hours): 5 Product: 626-005 QTY 9 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. 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
Steve McGill
Owner
Kimberly Hardison
Created
Aug 29, 2025
Work Orders from this Case (1)
WO-01300489 (current) Invoiced
Delivery • Tim Holman
Created: Sep 2, 2025 • Closed: Sep 11, 2025
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 8.0 days stuck in "Scheduled"
⏱️
Total Delay 7.3 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
0.3d / 1.0d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-2 Mburris added to tech cal per Problem Description

🔧 Work Performed
met POC and she said that there should have been 4 chairs delivered. Checked paperwork, contacted Steve McGill and he was reaching out to figure out what went wrong order wise. Met delivery driver, installed and tested chair. Stayed at site talked to midmark and explained to POC that the 3rd party that she ordered chairs through messed up, not Midmark.
🔍 Technician Findings
delivery of 1 chair
⚠️ Problem Description
Request Type: Medical Equipment Delivery Date of Delivery: 09/11/2025 Delivery Time: 8:30 am Time Technician needs to arrive at location: 8 am Estimated Time on Site (hours): 5 Product: 626-005 QTY 9 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. 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 29, 6:11 PM
Case Number: 00523427
Subject: Dispatch Request for Midmark Delivery > Evergreen Health SO 8647499 Delivering 11SEP2025 OR SO
Status: Closed
⏳ 1.7 business days
📋
▶
2 Work Order Created Sep 2, 8:36 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Sep 2, 10:40 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 1m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-11T15:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Tim Holman Sep 11, 10:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 23h
⏱️
▶
2 5x Labor Added Sep 11, 5:25 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site
To: Completed
Duration in Previous: 6h 44m
🏁
Status: Closed by Tim Holman Sep 11, 5:30 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Sep 15, 3:59 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 14.0 business days
🧾
Invoice Created Oct 2, 8:40 AM
Invoice Number: SM-240997

Bottlenecks

Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00523427
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Tim Holman
Scheduled
Sep 11, 11:00 AM
Created
Sep 2, 8:36 AM
Invoice #
SM-240997

Work Details (5)

Name Type Status Qty Amount Date
WL-02932852 Labor Open 1.5 $0.00 Sep 11, 5:25 PM
WL-02932853 Labor Open 3 $330.00 Sep 11, 5:25 PM
WL-02932854 Labor Open 2.5 $0.00 Sep 11, 5:25 PM
WL-02932855 Travel Open 45 $110.00 Sep 11, 5:25 PM
WL-02932856 Travel Open 45 $0.00 Sep 11, 5:25 PM

Details