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WO-01308334 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 V.A. Murfreesboro — 3400 Lebanon Pk, Murfreesboro, TN, 37130

Oct 8, 2025 → Oct 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 16, 2025
✓ SLA Met
Active: 5 biz days
🕐 Clock stopped: Completed (Oct 16, 2025)
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 16, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Oct 8, 2025 Completed: Oct 16, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0
Oct 8 → Oct 8 Ready for Scheduling ▶ Running 0 0
Oct 8 → Oct 8 Assigned ▶ Running 0 0
Oct 8 → Oct 16 Scheduled ▶ Running 5 5
Oct 16 → Oct 16 Tech On Site ▶ Running 0 5
Dispatch 0.1d
Coordinators 5.7d
Field Work 1.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.1 days
Coordinators
5.7 days
Over SLA
Field Work
1.2 days
Billing
0.0 days
Created: Oct 8, 2025 Due: Oct 16, 2025 Completed: Oct 16, 2025 (on time)
📅
5.8 days Total Age
⏱️
5.4d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
6.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00533407
Dispatch Request for Midmark Delivery - MDS Project - VA Nashville-Nashville-(8) 630's - MDS - 8657346 8657410 - Equipment. Waiting for follow up email for location addresses.ti
Closed
Please see the following technician request details for Midmark delivery. This dispatch is being sent to request 1 (one) Tech to be on-site for a total of six (6) different delivery locations between the dates of Oct. 15th – Oct. 22nd. I have attached the schedule. However, the address/locations are not included in the attachment. I will send a follow-up email with addresses to each location. Please let me know who I need to speak with to discuss this medical delivery. I would like to discuss with the POC to ensure the Tech understands the scope of work. Request Type: Medical Equipment Delivery Date of Delivery: 10/22/2025 - 12:00PM Delivery Time: See attachment Time Technician needs to arrive at location: See attachment Estimated Time on Site (hours): 8 – 10 hours per day Product: See attachment 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 Removal and disposal
Priority
Standard
Origin
Email
Reason
New Case
Contact
Artie Haraway
Owner
Kimberly Hardison
Created
Oct 6, 2025
Work Orders from this Case (6)
WO-01308327 Invoiced
Delivery • Michael Swingle
Created: Oct 8, 2025 • Closed: Oct 22, 2025
WO-01308334 (current) Invoiced
Delivery • Christopher Carroll
Created: Oct 8, 2025 • Closed: Oct 16, 2025
WO-01308344 Invoiced
Delivery • Christopher Carroll
Created: Oct 8, 2025 • Closed: Oct 15, 2025
WO-01308346 Canceled
Delivery • Christopher Carroll
Created: Oct 8, 2025 • Closed: Oct 16, 2025
WO-01308348 Invoiced
Delivery • Christopher Carroll
Created: Oct 8, 2025 • Closed: Oct 15, 2025
WO-01308350 Invoiced
Delivery • Christopher Carroll
Created: Oct 8, 2025 • Closed: Oct 24, 2025
Completed with minor delays
Invoiced • 147 days old
🚨
Primary Delay 5.4 days stuck in "Scheduled"
⏱️
Total Delay 6.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
4.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/10 MOwens Email sent to Midmark and Artie for hotel approval. Artie replied back giving hotel approval. See attached email.

CCarroll

🔧 Work Performed
Technician Findings upon arrival: Arrived on site for delivery, communicated with truck & site What caused the issue: WO for Delivery of exam units Actions Taken/Work Performed:SITE REQUEST STORAGE of units for Chattanooga (WO-01308346) at this site Successful delivery, set up, & testing of units. Commuicated with support any issues with units. Final Resolution: Units perform true , Put into service
🔍 Technician Findings
Technician Findings upon arrival: Arrived on site for delivery, communicated with truck & site What caused the issue: WO for Delivery of exam units Actions Taken/Work Performed: SITE REQUEST STORAGE of units for Chattanooga (WO-01308346) at this site. Successful delivery, set up, & testing of units. Commuicated with support any issues with units. Final Resolution: Units perform true , Put into service to service
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. This dispatch is being sent to request 1 (one) Tech to be on-site for a total of six (6) different delivery locations between the dates of Oct. 15th – Oct. 22nd. I have attached the schedule. However, the address/locations are not included in the attachment. I will send a follow-up email with addresses to each location. Please let me know who I need to speak with to discuss this medical delivery. I would like to discuss with the POC to ensure the Tech understands the scope of work. Request Type: Medical Equipment Delivery Date of Delivery: 10/16/2025 -10:00AM Delivery Time: See attachment Time Technician needs to arrive at location: See attachment Estimated Time on Site (hours): 8 – 10 hours per day Product: See attachment 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 Oct 6, 9:16 PM
Case Number: 00533407
Subject: Dispatch Request for Midmark Delivery - MDS Project - VA Nashville-Nashville-(8) 630's - MDS - 8657346 8657410 - Equipment. Waiting for follow up email for location addresses.ti
Status: Closed
2.3 business days
📋
Work Order Created Oct 8, 1:51 PM
Work Order: WO-01308334
Type: Delivery
Priority: PC
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 8, 2:22 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 31m
👷
4 Status: Assigned Oct 8, 4:29 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Christopher Carroll
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-16T14:00:00.000+0000
2.9 business days
💵
Expenses Added Oct 10, 11:26 AM
Type: Expenses
Status: Open
Qty: 1
3.0 business days
💵
2 Expenses Added Oct 15, 11:45 PM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Christopher Carroll Oct 16, 8:06 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 15h
⏱️
4x Labor Added Oct 16, 2:10 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 3.5, 11
⏱️
Labor Added Oct 16, 2:18 PM
Type: Labor
Status: Open
Qty: 1
⏱️
2x Labor Added Oct 16, 2:55 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 11
💵
Expenses Added Oct 16, 3:38 PM
Type: Expenses
Status: Open
Qty: 1
🚗
Travel Added Oct 16, 4:02 PM
Type: Travel
Status: Open
Qty: 370
⏱️
2 Labor Added Oct 16, 5:22 PM
Labor Added → Status: Completed
✔️
Status: Completed by Matthew Bateman
From: Tech On Site
To: Completed
Duration in Previous: 9h 17m
🏁
Status: Closed by Matthew Bateman Oct 16, 6:36 PM
From: Completed
To: Closed
Duration in Previous: 1h 12m
4.7 business days
📄
Status: Ready to Bill by Nancy Suarez Oct 22, 10:40 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 5d 16h, 0m
💰
Status: Invoiced by Nancy Suarez Oct 22, 10:45 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
4.0 business days
🧾
Invoice Created Oct 27, 2:07 PM
Invoice Number: SM-244341

Bottlenecks

Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days

🔗 Related Artifacts

📞
Case 00533407
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Christopher Carroll
Scheduled
Oct 16, 10:00 AM
Created
Oct 8, 1:51 PM
Invoice #
SM-244341

Work Details (13)

Name Type Status Qty Amount Date
WL-02966345 Expenses Open 1 $0.00 Oct 10, 11:26 AM
WL-02972678 Expenses Open 1 $0.00 Oct 15, 11:45 PM
WL-02972682 Expenses Open 1 $0.00 Oct 15, 11:47 PM
WL-02973185 Labor Open 0.5 $55.00 Oct 16, 2:10 PM
WL-02973186 Labor Open 3.5 $385.00 Oct 16, 2:10 PM
WL-02973187 Travel Open 11 $0.00 Oct 16, 2:10 PM
WL-02973188 Expenses Open 1 $0.00 Oct 16, 2:10 PM
WL-02973195 Labor Open 1 $110.00 Oct 16, 2:18 PM
WL-02973249 Labor Open 0.5 $55.00 Oct 16, 2:55 PM
WL-02973250 Travel Open 11 $0.00 Oct 16, 2:55 PM
WL-02973326 Expenses Open 1 $175.00 Oct 16, 3:38 PM
WL-02973364 Travel Open 370 $0.00 Oct 16, 4:02 PM
WL-02973464 Labor Open 6 $660.00 Oct 16, 5:22 PM

Details