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WO-01303270 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Lexington- Columbia Drive- Core — 5115 Forest Dr, Columbia SC, 29206

Sep 9, 2025 → Sep 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 23, 2025
✓ SLA Met
Active: 10 biz days
🕐 Clock stopped: Completed (Sep 23, 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
10d
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 23, 2025
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Sep 9, 2025 Completed: Sep 23, 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 23 Scheduled ▶ Running 10 10
Sep 23 → Sep 23 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 11.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.2 days
Over SLA
Billing
0.0 days
Created: Sep 9, 2025 Due: Sep 23, 2025 Completed: Sep 23, 2025 (on time)
📅
11.0 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
10.0d 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 #00525464
Dispatch Request for Midmark Delivery - MDS Project - Lexington- Columbia Drive- Core - MDS - 8653182 - Equipment
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 9/23/25 Delivery Time: 8:30 -9am Time Technician needs to arrive at location: 8am Estimated Time on Site (hours): 4 Product: (10) 253-012 (5) 204-012 (5) 002-10138-856 (5) 224-002 (5) 002-2009-856 (10) 272-001-856 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 Customer Name: Lexington- Columbia Drive- Core - MDS - 8653182 – Equipment Customer POC: Sierra Whelchel 803-397-1812 Mobile 803-790-9298 Office Customer POC Email: sawhelchel@lexhealth.org Customer Street: 5115 Forest Dr. Customer City, State, Zip: Columbia, SC 29206 Please reach out to me with any further questions.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sierra Whelchel
Owner
Sherry Reich
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303270 (current) Invoiced
Delivery • Eric Colon
Created: Sep 9, 2025 • Closed: Sep 23, 2025
Completed with significant delays
Invoiced • 176 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 10.0 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
Scheduled
11.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
9/23/25- EColon- Arrived on-site, facility locked. Called POC, POC was at another location. Waited for POC to unlock facility. Once delivery driver arrived, supervised delivery/setup of equipment. Function tested units and annotated serial numbers. Completed attached paperwork. All units fully functional. Delivery complete
🔍 Technician Findings
midmark delivery
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 9/23/25 Delivery Time: 8:30 -9am Time Technician needs to arrive at location: 8am Estimated Time on Site (hours): 4 Product: (10) 253-012 (5) 204-012 (5) 002-10138-856 (5) 224-002 (5) 002-2009-856 (10) 272-001-856 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 Customer Name: Lexington- Columbia Drive- Core - MDS - 8653182 – Equipment Customer POC: Sierra Whelchel 803-397-1812 Mobile 803-790-9298 Office Customer POC Email: sawhelchel@lexhealth.org Customer Street: 5115 Forest Dr. Customer City, State, Zip: Columbia, SC 29206 Please reach out to me with any further questions.

Timeline

📞
Case Linked Sep 8, 9:34 PM
Case Number: 00525464
Subject: Dispatch Request for Midmark Delivery - MDS Project - Lexington- Columbia Drive- Core - MDS - 8653182 - Equipment
Status: Closed
📋
▶
2 Work Order Created Sep 9, 8:31 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
👷
▶
3 Technician Assigned Sep 9, 10:01 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 29m, 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-23T12:00:00.000+0000
🚨 11.0 business days
⏱️
3x Labor Added Sep 23, 6:25 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 4.75
⏱️
2x Labor Added Sep 23, 7:20 PM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 1
🔧
Status: Tech On Site by Eric Colon Sep 23, 7:47 PM
From: Scheduled, Tech On Site, Completed
To: Tech On Site, Completed, Closed
Duration in Previous: 14d 9h, 0m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Sep 25, 12:33 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Sep 26, 1:39 PM
Invoice Number: SM-241948

Bottlenecks

Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00525464
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Eric Colon
Scheduled
Sep 23, 8:00 AM
Created
Sep 9, 8:31 AM
Invoice #
SM-241948

Work Details (5)

Name Type Status Qty Amount Date
WL-02946492 Labor Open 0.25 $0.00 Sep 23, 6:25 PM
WL-02946493 Labor Open 4.75 $522.50 Sep 23, 6:25 PM
WL-02946494 Travel Open 4.7 $110.00 Sep 23, 6:25 PM
WL-02946609 Labor Open 0.5 $0.00 Sep 23, 7:20 PM
WL-02946610 Expenses Open 1 $0.00 Sep 23, 7:20 PM

Details