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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306075 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Eye consultants NW — 15106 E sprague ave, Spokane Valley WA, 99037-9735

Sep 24, 2025 → Oct 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 14, 2025
✓ SLA Met
Active: 13 biz days
🕐 Clock stopped: Completed (Oct 14, 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
13d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 14, 2025
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 13 of ? biz days used
Created: Sep 24, 2025 Completed: Oct 14, 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 14 Scheduled ▶ Running 13 13
Oct 14 → Oct 14 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 13.6d
Field Work 1.2d
Billing 1.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.6 days
Over SLA
Field Work
1.2 days
Billing
1.4 days
Created: Sep 24, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
13.7 days Total Age
⏱️
13.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
13.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 13, 2025
Visit 2 Oct 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530055
: Dispatch Request for Midmark Delivery - Eye Consultants in Spokane WA SO 8657172 Delivering 14OCT2025
Closed
Request Type: Medical Equipment Delivery Date of Delivery: 10/14/2025 Tuesday October 14th. Delivery Time: 8:30 to 9 am. Time Technician needs to arrive at location: 8 am Estimated Time on Site (hours): 5 Product: M11 Sterilizer qty 2 with accessories including USB kit. 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: Eye Consultants NW Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 15106 E Sprague Ave Customer City, State, Zip: Spokane Valley, WA, 99037-9735
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve McGill
Owner
Shelby Robinson
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01306075 (current) Invoiced
Delivery • Tim Holman
Created: Sep 24, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 13.6 days stuck in "Scheduled"
⏱️
Total Delay 13.0 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
13.6d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.9d / 1.0d SLA
Closed
3.4d / 1.0d SLA
WO Correction Needed
1.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/16 NSuarez Serial # form needs to be filled out, if we need to return per note did Midmark give approval to close WO.

🔧 Work Performed
met delivery driver and unpacked units. Surgery side of building where everything is going is still under construction. Placed all equipment in a safe room until construction and pluming is complete. Will have to return once construction is complete to finish install.
🔍 Technician Findings
deliver 2 autoclaves with USB data units, 1 ultrasonic cleaner and 1 vistacool unit
⚠️ Problem Description
Request Type: Medical Equipment Delivery Date of Delivery: 10/14/2025 Tuesday October 14th. Delivery Time: 8:30 to 9 am. Time Technician needs to arrive at location: 8 am Estimated Time on Site (hours): 5 Product: M11 Sterilizer qty 2 with accessories including USB kit. 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: Eye Consultants NW Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 15106 E Sprague Ave Customer City, State, Zip: Spokane Valley, WA, 99037-9735

Timeline

📞
Case Linked Sep 24, 12:44 PM
Case Number: 00530055
Subject: : Dispatch Request for Midmark Delivery - Eye Consultants in Spokane WA SO 8657172 Delivering 14OCT2025
Status: Closed
📋
▶
4 Work Order Created Sep 24, 3:16 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
Technician Assigned by Michael Burris
Technician: a0h6e00000IIEn6AAH, Tim Holman
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
🗓️
▶
2 Status: Scheduled Sep 24, 3:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-14T15:00:00.000+0000
🚨 13.0 business days
💵
2x Expenses Added Oct 13, 11:26 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Oct 14, 12:01 AM
Type: Labor, Travel
Status: Open
Qty: 6.5, 360
🔧
Status: Tech On Site by Tim Holman Oct 14, 11:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 19h
💵
2x Expenses Added Oct 14, 12:34 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
4x Labor Added Oct 14, 12:41 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2, 5, 290
✔️
Status: Completed by Tim Holman Oct 14, 1:06 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 5m
⏱️
▶
2 Labor Added Oct 14, 8:27 PM
Labor Added → Status: Closed
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 7h 22m
⏳ 2.4 business days
✏️
Status: WO Correction Needed by Nancy Suarez Oct 16, 5:10 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 20h
🏁
Status: Closed by Tim Holman Oct 17, 4:48 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 23h 38m
⏳ 1.9 business days
📄
Status: Ready to Bill by Nancy Suarez Oct 20, 11:19 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 18h, 0m
💰
Status: Invoiced by Nancy Suarez Oct 20, 11:28 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 9m
⏳ 2.0 business days
🧾
Invoice Created Oct 21, 3:06 PM
Invoice Number: SM-244131

Bottlenecks

Scheduled
Duration: 13.6 business days (threshold: 2.0 business days)
Exceeded by 11.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00530055
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Tim Holman
Scheduled
Oct 14, 11:00 AM
Created
Sep 24, 3:16 PM
Invoice #
SM-244131

Work Details (11)

Name Type Status Qty Amount Date
WL-02968505 Expenses Open 1 $159.69 Oct 13, 11:26 AM
WL-02968506 Expenses Open 1 $5.00 Oct 13, 11:26 AM
WL-02969473 Labor Open 6.5 $715.00 Oct 14, 12:01 AM
WL-02969474 Travel Open 360 $0.00 Oct 14, 12:01 AM
WL-02969854 Expenses Open 1 $0.00 Oct 14, 12:34 PM
WL-02969855 Expenses Open 1 $0.00 Oct 14, 12:34 PM
WL-02969859 Labor Open 1 $0.00 Oct 14, 12:41 PM
WL-02969860 Labor Open 2 $220.00 Oct 14, 12:41 PM
WL-02969861 Travel Open 5 $0.00 Oct 14, 12:41 PM
WL-02969862 Travel Open 290 $0.00 Oct 14, 12:41 PM
WL-02970821 Labor Open 6.5 $715.00 Oct 14, 8:27 PM

Details