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WO-01307277 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 VA Medical Center Newington — 555 Willard Ave, Newington CT, 06111-2631

Oct 1, 2025 → Oct 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 9, 2025
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 9, 2025
6 business days (counted)
Running total: 6 of ? biz days used
Created: Oct 1, 2025 Completed: Oct 9, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0
Oct 1 → Oct 1 Ready for Scheduling ▶ Running 0 0
Oct 1 → Oct 1 Assigned ▶ Running 0 0
Oct 1 → Oct 9 Scheduled ▶ Running 6 6
Dispatch 0.0d
Coordinators 6.7d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Oct 1, 2025 Due: Oct 9, 2025 Completed: Oct 9, 2025 (on time)
📅
6.7 days Total Age
⏱️
6.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
5.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531849
Waiting for customer response. Dispatch Request for Midmark Delivery - MDS Project - Newington VA-MDS-8661668-Equipment
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/9/25 Delivery Time: 8 – 8:30am Time Technician needs to arrive at location: 7:30am Estimated Time on Site (hours): 3 Product: (1) 631-001, (1) 002-10609-814, (1) 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 2nd Contact: Karen Morais karen.morais@va.gov 475-434-1915 or 203-932-5711 ext 2665
Priority
Standard
Origin
Email
Reason
New Case
Contact
Artie Haraway
Owner
Kimberly Hardison
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01307277 (current) Invoiced
Delivery • Luis Torres
Created: Oct 1, 2025 • Closed: Oct 9, 2025
Completed with minor delays
Invoiced • 154 days old
🚨
Primary Delay 6.5 days stuck in "Scheduled"
⏱️
Total Delay 5.0 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
0.3d / 1.0d SLA
Scheduled
6.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/13 SRogers: Med observation form reattached in full. Moving back to closed.

10/13/25 NSuarez Medican observation form is cut off we need everything with explanation filled out.

🔧 Work Performed
**Upon arrival asked to speak with whoever is in charge of the dock/receiving. **Spoke with George Young ans he confirmed the delivery of 1 midmark exam chair going into room 2152 of the second floor. **Supervised delivery ans once chair was in place I function & cycle tested it to confirm no issues. **Drivers leveled unit
🔍 Technician Findings
Delivery of 1 Midmark exam chair. **Missing upholstery & headrest.
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 10/9/25 Delivery Time: 8 – 8:30am Time Technician needs to arrive at location: 7:30am Estimated Time on Site (hours): 3 Product: (1) 631-001, (1) 002-10609-814, (1) 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 2nd Contact: Karen Morais karen.morais@va.gov 475-434-1915 or 203-932-5711 ext 2665

Timeline

📞
Case Linked Sep 30, 8:17 PM
Case Number: 00531849
Subject: Waiting for customer response. Dispatch Request for Midmark Delivery - MDS Project - Newington VA-MDS-8661668-Equipment
Status: Closed
📋
Work Order Created Oct 1, 2:00 PM
Work Order: WO-01307277
Type: Delivery
Priority: PC
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 1, 2:06 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
3 Technician Assigned Oct 1, 4:23 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 16m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-09T11:30:00.000+0000
⚠️ 7.0 business days
🚗
3x Travel Added Oct 9, 10:06 AM
Type: Travel, Labor
Status: Open
Qty: 22, 1
✔️
Status: Completed by Luis Torres Oct 9, 3:02 PM
From: Scheduled
To: Completed
Duration in Previous: 7d 22h
⏱️
▶
2 Labor Added Oct 9, 3:12 PM
Labor Added → Status: Closed
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Oct 13, 1:00 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 21h
🏁
Status: Closed by Shawn Rogers Oct 13, 2:13 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 12m
📄
▶
2 Status: Ready to Bill Oct 14, 10:38 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez Oct 14, 10:43 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 2.0 business days
🧾
Invoice Created Oct 15, 2:17 PM
Invoice Number: SM-243508

Bottlenecks

Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours

🔗 Related Artifacts

📞
Case 00531849
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Luis Torres
Scheduled
Oct 9, 7:30 AM
Created
Oct 1, 2:00 PM
Invoice #
SM-243508

Work Details (4)

Name Type Status Qty Amount Date
WL-02964715 Travel Open 22 $0.00 Oct 9, 10:06 AM
WL-02964716 Travel Open 22 $110.00 Oct 9, 10:06 AM
WL-02964717 Labor Open 1 $0.00 Oct 9, 10:06 AM
WL-02965302 Labor Open 2.25 $247.50 Oct 9, 3:12 PM

Details