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← WO Overview

WO-01303267 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Laurinburg Urology — 521 Lauchwood Drive, Laurinburg NC, 28352

Sep 9, 2025 → Sep 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met
Active: 15 biz days
🕐 Clock stopped: Completed (Sep 30, 2025)
▶ Clock Running
Status: Created
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 30, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 15 of ? biz days used
Created: Sep 9, 2025 Completed: Sep 30, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 9 → Sep 9 Created ▶ Running 0 0
Sep 9 → Sep 9 Ready for Scheduling ▶ Running 0 0
Sep 9 → Sep 9 Assigned ▶ Running 0 0
Sep 9 → Sep 30 Scheduled ▶ Running 15 15
Sep 30 → Sep 30 Tech On Site ▶ Running 0 15
Dispatch 0.0d
Coordinators 16.2d
Field Work 0.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.2 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Sep 9, 2025 Due: Sep 30, 2025 Completed: Sep 30, 2025 (on time)
📅
16.0 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
15.0d 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

Open in Salesforce →
🎫
Case #00525463
Dispatch Request for Midmark Delivery - MDS Project - Laurinburg Urology - Laurinburg - 204 - MDS - 8649648 - Equipment
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 9/30/25 Delivery Time: 8:30-9am Time Technician needs to arrive at location: 8am Estimated Time on Site (hours): 4 Product: (5) 204-011 (5) 002-10137-845 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 Customer Name: Laurinburg Urology Customer POC: Freddie Ratliff 910-291-7586 Customer POC Email: Freddie.ratliff@scotlandhealth.org Customer Street: 521 Lauchwood Drive Customer City, State, Zip: Laurinburg, NC 28352 Please reach out to me with any further questions.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Freddie Ratliff
Owner
Sherry Reich
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303267 (current) Invoiced
Delivery • Christopher Morning
Created: Sep 9, 2025 • Closed: Sep 30, 2025
Completed with significant delays
Invoiced • 176 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 15.0 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
9-30-25 CTM - Supervised the Midmark delivery . Notified POC Freddie Ratliff of findings and completion. Total number of 5 tables delivered and set up . Documented on all of the required forms.
🔍 Technician Findings
9-30-25 CTM - Supervise the Midmark delivery . Notify POC Freddie Ratliff of findings and completion.
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 9/30/25 Delivery Time: 8:30-9am Time Technician needs to arrive at location: 8am Estimated Time on Site (hours): 4 Product: (5) 204-011 (5) 002-10137-845 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 Customer Name: Laurinburg Urology Customer POC: Freddie Ratliff 910-291-7586 Customer POC Email: Freddie.ratliff@scotlandhealth.org Customer Street: 521 Lauchwood Drive Customer City, State, Zip: Laurinburg, NC 28352 Please reach out to me with any further questions.

Timeline

📞
Case Linked Sep 8, 9:21 PM
Case Number: 00525463
Subject: Dispatch Request for Midmark Delivery - MDS Project - Laurinburg Urology - Laurinburg - 204 - MDS - 8649648 - Equipment
Status: Closed
📋
▶
2 Work Order Created Sep 9, 8:20 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Sep 9, 10:04 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 42m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-30T12:00:00.000+0000
🚨 16.0 business days
🔧
Status: Tech On Site by Christopher Morning Sep 30, 7:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 21h
⏱️
2x Labor Added Sep 30, 8:02 AM
Type: Labor, Travel
Status: Open
Qty: 2.25, 111
⏱️
▶
2 Labor Added Sep 30, 10:49 AM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 53m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Oct 1, 1:14 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Oct 3, 7:49 PM
Invoice Number: SM-242554

Bottlenecks

Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00525463
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Christopher Morning
Scheduled
Sep 30, 8:00 AM
Created
Sep 9, 8:20 AM
Invoice #
SM-242554

Work Details (3)

Name Type Status Qty Amount Date
WL-02954058 Labor Open 2.25 $0.00 Sep 30, 8:02 AM
WL-02954059 Travel Open 111 $230.00 Sep 30, 8:02 AM
WL-02954216 Labor Open 2 $220.00 Sep 30, 10:49 AM

Details