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WO-01305999 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Spokane MEPS — 8510 West Highway 2, Spokane WA, 99224

Sep 24, 2025 → Oct 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 17, 2025
✓ SLA Met
Active: 16 biz days
🕐 Clock stopped: Completed (Oct 17, 2025)
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 17, 2025
16 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 16 of ? biz days used
Created: Sep 24, 2025 Completed: Oct 17, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0
Sep 24 → Sep 24 Ready for Scheduling ▶ Running 0 0
Sep 24 → Sep 24 Assigned ▶ Running 0 0
Sep 24 → Oct 17 Scheduled ▶ Running 16 16
Oct 17 → Oct 17 Tech On Site ▶ Running 0 16
Dispatch 0.0d
Coordinators 17.1d
Field Work 0.9d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
17.1 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Sep 24, 2025 Due: Oct 17, 2025 Completed: Oct 18, 2025 (on time)
📅
17.0 days Total Age
⏱️
16.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
15.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 16, 2025
Visit 2 Oct 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529884
Dispatch Request for Midmark Delivery - Spokane MEPS in Spokane WA SO 8660230 Delivering 17OCT2025
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/17/2025 Friday Oct 17th Delivery Time: 10 to 10:30 am Time Technician needs to arrive at location: 9:30 am Estimated Time on Site (hours): 4 Product: 204 Qty 2 One old existing chair will be relocated into another room at the facility. It's in the notes of the attached sales order. 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 Customer Name: Spokane MEPS Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 8510 West Highway 2 Customer City, State, Zip: Spokane, WA
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve McGill
Owner
Sherry Reich
Created
Sep 23, 2025
Work Orders from this Case (1)
WO-01305999 (current) Invoiced
Delivery • Tim Holman
Created: Sep 24, 2025 • Closed: Oct 17, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 16.7 days stuck in "Scheduled"
⏱️
Total Delay 15.7 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
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
16.7d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
deliver 2 Midmark 204 chairs and test, relocate 1 old chair, and relocate 2 Otoscope stations. Show staff results.
🔍 Technician Findings
deliver 2 Midmark 204 chairs, relocate 1 and test
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/17/2025 Friday Oct 17th Delivery Time: 10 to 10:30 am Time Technician needs to arrive at location: 9:30 am Estimated Time on Site (hours): 4 Product: 204 Qty 2 One old existing chair will be relocated into another room at the facility. It's in the notes of the attached sales order. 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 Customer Name: Spokane MEPS Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 8510 West Highway 2 Customer City, State, Zip: Spokane, WA

Timeline

📞
Case Linked Sep 23, 9:33 PM
Case Number: 00529884
Subject: Dispatch Request for Midmark Delivery - Spokane MEPS in Spokane WA SO 8660230 Delivering 17OCT2025
Status: Closed
📋
▶
2 Work Order Created Sep 24, 11:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Status: Assigned Sep 24, 2:21 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-17T16:30:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
🚨 15.0 business days
💵
2x Expenses Added Oct 15, 4:16 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
2x Labor Added Oct 16, 8:34 PM
Type: Labor, Travel
Status: Open
Qty: 6.5, 325
🔧
Status: Tech On Site by Tim Holman Oct 17, 12:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 22h
⏱️
6x Labor Added Oct 17, 4:19 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 2, 5.5, 285, 1
✔️
Status: Completed by Tim Holman Oct 17, 4:28 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 47m
🏁
Status: Closed by Tim Holman Oct 17, 8:41 PM
From: Completed
To: Closed
Duration in Previous: 4h 12m
⏳ 2.4 business days
📄
Status: Ready to Bill by Nancy Suarez Oct 21, 4:50 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 20h, 0m
💰
Status: Invoiced by Nancy Suarez Oct 21, 4:57 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
🧾
Invoice Created Oct 22, 11:58 AM
Invoice Number: SM-244327

Bottlenecks

Scheduled
Duration: 16.7 business days (threshold: 2.0 business days)
Exceeded by 14.7 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00529884
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Tim Holman
Scheduled
Oct 17, 12:30 PM
Created
Sep 24, 11:25 AM
Invoice #
SM-244327

Work Details (10)

Name Type Status Qty Amount Date
WL-02971805 Expenses Open 1 $149.92 Oct 15, 4:16 PM
WL-02971806 Expenses Open 1 $5.00 Oct 15, 4:16 PM
WL-02973752 Labor Open 6.5 $715.00 Oct 16, 8:34 PM
WL-02973753 Travel Open 325 $0.00 Oct 16, 8:34 PM
WL-02975146 Labor Open 0.5 $55.00 Oct 17, 4:19 PM
WL-02975147 Labor Open 2 $220.00 Oct 17, 4:19 PM
WL-02975148 Labor Open 5.5 $605.00 Oct 17, 4:19 PM
WL-02975149 Travel Open 5 $0.00 Oct 17, 4:19 PM
WL-02975150 Travel Open 285 $0.00 Oct 17, 4:19 PM
WL-02975151 Expenses Open 1 $0.00 Oct 17, 4:19 PM

Details