Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306671 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 John Cochran VA — 915 N Grand Blvd,, St. Louis, MO, 63106

Sep 29, 2025 → Oct 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 20, 2025
✓ SLA Met
Active: 14 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Sep 29 → Sep 29, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Oct 1, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 2 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 20, 2025
12 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 14 of ? biz days used
Created: Sep 29, 2025 Completed: Oct 20, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0
Sep 29 → Sep 29 Ready for Release ⏸ Paused 0 —
Sep 29 → Oct 1 Ready for Scheduling ▶ Running 2 2
Oct 1 → Oct 1 Assigned ▶ Running 0 2
Oct 1 → Oct 20 Scheduled ▶ Running 12 14
Oct 20 → Oct 20 Tech On Site ▶ Running 0 14
Dispatch 0.0d
Coordinators 15.7d
Field Work 0.7d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.7 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Sep 29, 2025 Due: Oct 20, 2025 Completed: Oct 20, 2025 (on time)
📅
14.8 days Total Age
⏱️
12.9d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
14.2d 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 #00531066
Dispatch Request for Midmark Delivery John Cochran VA - MDS - 8654582-
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/20/2025 Delivery Time: 0830 Time Technician needs to arrive at location: 0800 Estimated Time on Site (hours): 2 Product: (2) 626-006, (2) 002-2006-848, (2) 9A600002 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
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Hoover
Owner
Kimberly Hardison
Created
Sep 29, 2025
Work Orders from this Case (1)
WO-01306671 (current) Invoiced
Delivery • Kevin Cox
Created: Sep 29, 2025 • Closed: Oct 20, 2025
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 12.9 days stuck in "Scheduled"
⏱️
Total Delay 14.2 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
2.8d / 1.0d SLA
Scheduled
12.9d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
performed installed and functional test units are working properly
🔍 Technician Findings
arrived on site and found that the delivery truck was running late
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/20/2025 Delivery Time: 0830 Time Technician needs to arrive at location: 0800 Estimated Time on Site (hours): 2 Product: (2) 626-006, (2) 002-2006-848, (2) 9A600002 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

Timeline

📞
Case Linked Sep 29, 8:29 AM
Case Number: 00531066
Subject: Dispatch Request for Midmark Delivery John Cochran VA - MDS - 8654582-
Status: Closed
📋
▶
2 Work Order Created Sep 29, 1:28 PM
Work Order Created → Status: Ready for Release
✅
Status: Ready for Release by Kimberly Hardison
From: Entered, Ready for Release
To: Ready for Release, Ready for Scheduling
Duration in Previous: 2m, 0m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Oct 1, 12:55 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 23h, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-20T13:00:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Kevin Cox Oct 20, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 21h
⏱️
▶
2 5x Labor Added Oct 20, 3:57 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 50m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Oct 22, 11:50 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:24 PM
Invoice Number: SM-244362

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 12.9 business days (threshold: 2.0 business days)
Exceeded by 10.9 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00531066
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Kevin Cox
Scheduled
Oct 20, 9:00 AM
Created
Sep 29, 1:28 PM
Invoice #
SM-244362

Work Details (5)

Name Type Status Qty Amount Date
WL-02977215 Labor Open 0.58333333333333 $0.00 Oct 20, 3:57 PM
WL-02977216 Labor Open 4.25 $467.50 Oct 20, 3:57 PM
WL-02977217 Labor Open 0.58333333333333 $0.00 Oct 20, 3:57 PM
WL-02977218 Travel Open 22 $110.00 Oct 20, 3:57 PM
WL-02977219 Travel Open 22 $0.00 Oct 20, 3:57 PM

Details