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WO-01305355 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Middlesex Health — 80 S Main St, Middletown CT, 06457

Sep 19, 2025 → Oct 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 17, 2025
✓ SLA Met
Active: 19 biz days
🕐 Clock stopped: Completed (Oct 17, 2025)
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 1 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Sep 22 → Oct 17, 2025
18 business days (counted)
Running total: 19 of ? biz days used
Created: Sep 19, 2025 Completed: Oct 17, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0
Sep 19 → Sep 22 Ready for Scheduling ▶ Running 1 1
Sep 22 → Sep 22 Assigned ▶ Running 0 1
Sep 22 → Oct 17 Scheduled ▶ Running 18 19
Dispatch 0.0d
Coordinators 20.8d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.8 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Sep 19, 2025 Due: Oct 17, 2025 Completed: Oct 17, 2025 (on time)
📅
19.8 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
19.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00528841
Dispatch Request for Midmark Delivery - MDS Project - Middlesex Health-MDS-8653281-Equipment
Closed
MSAR Technician Expectations: 1. Review all of the attached documents in detail 2. Call the Midmark contact (created the dispatch) with any questions 3. Call the customer POC 48 hours ahead of time to confirm date/time 4. Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 5. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery 6. Supervise the delivery 7. Fill our Serial Number Tracking file and provide back to the customer 8. Fill out the Proof of Delivery (POD), get the driver and customer signatures 9. Fill out the Medical Delivery Observation Form 10. Email POD and Observation form to MDSLogistics@midmark.com<mailto:MDSLogistics@midmark.com>
Priority
Standard
Origin
Email
Reason
New Case
Contact
Artie Haraway
Owner
Kimberly Hardison
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305355 (current) Invoiced
Delivery • Luis Torres
Created: Sep 19, 2025 • Closed: Oct 17, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 19.7 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
1.8d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
19.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/2 KHardison: Per Midmark, This medical delivery has been re-scheduled for 10/17 at 8am.

🔧 Work Performed
Delivered 19 exam tables. 11 manual, 8 electric & 23 stools
🔍 Technician Findings
Empty rooms needing to have chairs placed in them per POC instructions
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/7/25 Delivery Time: 8am Time Technician needs to arrive at location: 7:30am Estimated Time on Site (hours): 5 Product: (6) 272-001-850, (19) 272-001-855, (4) 272-001-857, (11) 002-10138-855, (11) 204-012, (7) 002-2008-855, (7) 225-002, (1) 647-003, (1) 002-10129-866 EMSAR Technician Expectations: 1. Review all of the attached documents in detail 2. Call the Midmark contact (created the dispatch) with any questions 3. Call the customer POC 48 hours ahead of time to confirm date/time 4. Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 5. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery 6. Supervise the delivery 7. Fill our Serial Number Tracking file and provide back to the customer 8. Fill out the Proof of Delivery (POD), get the driver and customer signatures 9. Fill out the Medical Delivery Observation Form 10. Email POD and Observation form to MDSLogistics@midmark.com

Timeline

📞
Case Linked Sep 19, 10:55 AM
Case Number: 00528841
Subject: Dispatch Request for Midmark Delivery - MDS Project - Middlesex Health-MDS-8653281-Equipment
Status: Closed
📋
▶
2 Work Order Created Sep 19, 1:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 2.0 business days
👷
▶
4 Status: Assigned Sep 22, 11:35 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-07T11:30:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 9.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 2, 11:00 AM
Scheduled For: 2025-10-17T11:30:00.000+0000
🚨 11.0 business days
⏱️
2x Labor Added Oct 17, 11:42 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 3x Labor Added Oct 17, 12:43 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 25d 1h
🏁
Status: Closed by Luis Torres Oct 17, 12:53 PM
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Oct 21, 2:32 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Oct 22, 11:58 AM
Invoice Number: SM-244316

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00528841
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Luis Torres
Scheduled
Oct 17, 7:30 AM
Created
Sep 19, 1:32 PM
Invoice #
SM-244316

Work Details (5)

Name Type Status Qty Amount Date
WL-02974330 Labor Open 0.5 $0.00 Oct 17, 11:42 AM
WL-02974331 Travel Open 17 $110.00 Oct 17, 11:42 AM
WL-02974428 Labor Open 5.25 $577.50 Oct 17, 12:43 PM
WL-02974429 Labor Open 0.75 $0.00 Oct 17, 12:43 PM
WL-02974430 Travel Open 17 $0.00 Oct 17, 12:43 PM

Details