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← WO Overview

WO-01306396 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Lakeview Hospital — 630 Medical Drive, Bountiful UT, 84010

Sep 26, 2025 → Nov 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 24, 2025
✗ SLA Missed (9 biz days late)
Active: 28 biz days
Paused: 5 biz days
🕐 Clock stopped: Completed (Nov 15, 2025)
▶ Clock Running
Status: Created
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 26 → Oct 6, 2025
6 business days (counted)
Running total: 6 of ? biz days used
6d
▶ Clock Running
Status: Reschedule
Oct 6 → Oct 15, 2025
6 business days (counted)
Running total: 12 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 22, 2025
5 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 24, 2025
2 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Completed
Oct 24 → Oct 25, 2025
0 business days (counted)
Running total: 19 of ? biz days used
3d
▶ Clock Running
Status: Closed
Oct 25 → Oct 29, 2025
3 business days (counted)
Running total: 22 of ? biz days used
3d
▶ Clock Running
Status: Billing Review
Oct 29 → Nov 3, 2025
3 business days (counted)
Running total: 25 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Nov 3 → Nov 10, 2025
5 business days (not counted)
3d
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 15, 2025
3 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 15 → Nov 15, 2025
0 business days (counted)
Running total: 28 of ? biz days used
Created: Sep 26, 2025 Completed: Nov 15, 2025
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Sep 26 → Sep 26 Created ▶ Running 0 0
Sep 26 → Sep 26 Ready for Scheduling ▶ Running 0 0
Sep 26 → Sep 26 Assigned ▶ Running 0 0
Sep 26 → Oct 6 Scheduled ▶ Running 6 6
Oct 6 → Oct 15 Reschedule ▶ Running 6 12
Oct 15 → Oct 22 Scheduled ▶ Running 5 17
Oct 22 → Oct 22 Tech On Site ▶ Running 0 17
Oct 22 → Oct 24 Scheduled ▶ Running 2 19
Oct 24 → Oct 24 Tech On Site ▶ Running 0 19
Oct 24 → Oct 25 Completed ▶ Running 0 19
Oct 25 → Oct 29 Closed ▶ Running 3 22
Oct 29 → Nov 3 Billing Review ▶ Running 3 25
Nov 3 → Nov 10 Awaiting Parts ⏸ Paused 5 —
Nov 10 → Nov 15 Scheduled ▶ Running 3 28
Nov 15 → Nov 15 Tech On Site ▶ Running 0 28
Dispatch 0.0d
Material Management 6.0d
Coordinators 26.2d
Field Work 1.6d
Billing 3.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
26.2 days
Over SLA
Field Work
1.6 days
Billing
3.9 days
Over SLA
Created: Sep 26, 2025 Due: Oct 24, 2025 Completed: Nov 15, 2025 (21 days late)
📅
34.0 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
22.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
19 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (1 reschedule)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michah Brackett — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Oct 21, 2025
Visit 3 Oct 23, 2025
Visit 4 Oct 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530566
Dispatch Request for Midmark Delivery - [Lakeview Hosp 225 MDS 8661231 equipment]
Closed
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 10/21/25 Delivery Time: 8:30 - 9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 4 Product: (3) 225-002, 9A600001 & 002-2009-856 Table Removal and Disposal 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: Lakeview Hospital Customer POC: Cindy Morones Customer POC Phone: 801-299-6824 Customer POC Email: cindy.morones@mountainstarhealth.com Customer Address: 630 Medical Drive Bountiful, Utah 84010 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nelson Smith
Owner
Sherry Reich
Created
Sep 25, 2025
Work Orders from this Case (1)
WO-01306396 (current) Invoiced
Delivery • Michah Brackett
Created: Sep 26, 2025 • Closed: Nov 15, 2025
Completed with significant delays
Invoiced • 159 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 22.9 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
19.0d / 2.0d SLA
Reschedule
7.0d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Billing Review
3.9d / 2.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-10 Mburris tech was contacted by site

10/30/2025 ABelyea - Nelson confirmed tech will need to return to replace torn upholstery, leave WO open for return

10/29/2025 NSuarez chattered AM regarding different travel dates need to know if its ok to charge.

10/6/25 RCook- Placing WO in reschedule status. Need to discuss with tech sup due to date and time change for this delivery.


10/6/25 SReich - Per the attached email from Midmark: Please update delivery time and date to 10/24/25 1-2pm.

🔧 Work Performed
10/24/25-MBRAC-installed 3-225-002 chairs to site. DID THOROUGHLY CLEAN AND FUNCTIONAL TEST ON ALL THREE CHAIRS PER MIDMARK SPECIFICATIONS. ONE EXAM CHAIR SN# V2867133 HAS A SLIGHT TEAR ON UPPER LEFT SIDE OF UPHOLSTERY THAT MIDMARK NEEDS TO SEND SITE ANOTHER PIECE OF UPHOLSTERY.
🔍 Technician Findings
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 10/21/25 Delivery Time: 8:30 - 9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 4 Product: (3) 225-002, 9A600001 & 002-2009-856 Table Removal and Disposal 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: Lakeview Hospital Customer POC: Cindy Morones Customer POC Phone: 801-299-6824 Customer POC Email: cindy.morones@mountainstarhealth.com Customer Address: 630 Medical Drive Bountiful, Utah 84010 United States
⚠️ Problem Description
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 10/21/25 Delivery Time: 8:30 - 9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 4 Product: (3) 225-002, 9A600001 & 002-2009-856 Table Removal and Disposal 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: Lakeview Hospital Customer POC: Cindy Morones Customer POC Phone: 801-299-6824 Customer POC Email: cindy.morones@mountainstarhealth.com Customer Address: 630 Medical Drive Bountiful, Utah 84010 United States

Timeline

📞
Case Linked Sep 25, 11:23 PM
Case Number: 00530566
Subject: Dispatch Request for Midmark Delivery - [Lakeview Hosp 225 MDS 8661231 equipment]
Status: Closed
📋
▶
2 Work Order Created Sep 26, 9:42 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 26, 11:32 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 48m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-21T15:00:00.000+0000
⚠️ 7.0 business days
🔄
Status: Reschedule by Rhea Berry Oct 6, 8:40 AM
From: Scheduled
To: Reschedule
Duration in Previous: 9d 21h
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Oct 15, 2:30 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-21T15:00:00.000+0000
⏳ 4.0 business days
💵
2x Expenses Added Oct 20, 1:42 PM
Type: Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Michael Burris Oct 21, 9:23 AM
Scheduled For: 2025-10-24T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michah Brackett Oct 22, 12:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 21h
💵
2x Expenses Added Oct 22, 4:25 PM
Type: Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Oct 22, 4:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-24T15:01:00.000+0000
⏱️
5x Labor Added Oct 22, 5:14 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 5, 7, 360, 1
⏳ 1.8 business days
⏱️
3x Labor Added Oct 23, 11:48 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 6.5, 390, 1
🔧
Status: Tech On Site by Michah Brackett Oct 24, 9:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 16h
⏱️
2x Labor Added Oct 24, 7:19 PM
Type: Labor
Status: Open
Qty: 5, 0.5
🚗
2x Travel Added Oct 24, 7:36 PM
Type: Travel
Status: Open
Qty: 390, 10
✔️
Status: Completed by Michah Brackett Oct 24, 7:53 PM
From: Tech On Site
To: Completed
Duration in Previous: 10h 22m
⏱️
▶
2 Labor Added Oct 24, 8:03 PM
Labor Added → Status: Closed
🏁
Status: Closed by Michah Brackett
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 3.5 business days
💵
Status: Billing Review by Nancy Suarez Oct 29, 12:34 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 16h
⏳ 4.0 business days
📦
Status: Awaiting Parts by Allison Belyea Nov 3, 9:33 AM
From: Billing Review
To: Awaiting Parts
Duration in Previous: 4d 21h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 10, 11:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-13T15:00:00.000+0000
💵
2x Expenses Added Nov 10, 12:44 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
📅
Dispatch Scheduled by Michael Burris Nov 11, 3:40 PM
Scheduled For: 2025-11-14T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michah Brackett Nov 14, 7:52 PM
From: Scheduled, Tech On Site
To: Tech On Site, Completed
Duration in Previous: 4d 8h, 0m
🏁
Status: Closed by Michah Brackett Nov 15, 10:33 AM
From: Completed
To: Closed
Duration in Previous: 14h 40m
⏳ 1.0 business days
📄
Status: Ready to Bill by Nancy Suarez Nov 17, 1:46 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 3h, 0m
💰
Status: Invoiced by Nancy Suarez Nov 17, 1:53 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
⏳ 2.0 business days
🧾
Invoice Created Nov 18, 7:08 PM
Invoice Number: SM-246792

Bottlenecks

Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.2 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00530566
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Michah Brackett
Scheduled
Nov 14, 10:00 AM
Created
Sep 26, 9:42 AM
Invoice #
SM-246792

Work Details (19)

Name Type Status Qty Amount Date
WL-02977053 Expenses Open 1 $0.00 Oct 20, 1:42 PM
WL-02977054 Expenses Open 1 $0.00 Oct 20, 1:42 PM
WL-02980324 Expenses Open 1 $0.00 Oct 22, 4:25 PM
WL-02980325 Expenses Open 1 $175.00 Oct 22, 4:25 PM
WL-02980395 Labor Open 5 $0.00 Oct 22, 5:14 PM
WL-02980396 Labor Open 7 $0.00 Oct 22, 5:14 PM
WL-02980397 Travel Open 360 $0.00 Oct 22, 5:14 PM
WL-02980398 Travel Open 360 $0.00 Oct 22, 5:14 PM
WL-02980399 Expenses Open 1 $0.00 Oct 22, 5:14 PM
WL-02982584 Labor Open 6.5 $0.00 Oct 23, 11:48 PM
WL-02982585 Travel Open 390 $0.00 Oct 23, 11:48 PM
WL-02982586 Expenses Open 1 $0.00 Oct 23, 11:48 PM
WL-02983827 Labor Open 5 $550.00 Oct 24, 7:19 PM
WL-02983826 Labor Open 0.5 $55.00 Oct 24, 7:19 PM
WL-02983844 Travel Open 390 $0.00 Oct 24, 7:36 PM
WL-02983845 Travel Open 10 $0.00 Oct 24, 7:36 PM
WL-02983863 Labor Open 5 $550.00 Oct 24, 8:03 PM
WL-03002084 Expenses Open 1 $0.00 Nov 10, 12:44 PM
WL-03002083 Expenses Open 1 $0.00 Nov 10, 12:44 PM

Details