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WO-01308348 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Clarksville Outpatient — 782 Weatherly Dr, Clarksville TN, 37043

Oct 8, 2025 → Oct 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 15, 2025
✗ SLA Missed (1 biz days late)
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
4d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 15, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 16, 2025
1 business day (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 15 Scheduled ▶ Running 4 4
Oct 15 → Oct 16 Tech On Site ▶ Running 1 5
Dispatch 0.0d
Coordinators 4.7d
Field Work 1.2d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.7 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.1 days
Created: Oct 8, 2025 Due: Oct 15, 2025 Completed: Oct 16, 2025 (on time)
📅
4.9 days Total Age
⏱️
4.4d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
3.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 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 Christopher Carroll — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 14, 2025
Visit 2 Oct 15, 2025

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 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 (current) 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 4.4 days stuck in "Scheduled"
⏱️
Total Delay 3.6 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
4.4d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
WO Correction Needed
0.1d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/17/2025 NSuarez please fill out POD, Medical Delivery Observation Form, Serial Number.

10/10 MOwens Sent email to Midmark/Artie asking for hotel approval for next Wed. Artie replied back with the 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 9 units Actions Taken/Work Performed: Successful delivery, set up, & testing of units. Commuicated with support any issues with units. Final Resolution: Units perform true , Put into service to service
🔍 Technician Findings
Technician Findings upon arrival: Arrived on site for delivery, communicated with truck & site What caused the issue: WO for Delivery of 9 units Actions Taken/Work Performed: 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: 10/15/2025 - 8:00AM 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, 2:12 PM
Work Order: WO-01308348
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: 9m
👷
2 Status: Assigned Oct 8, 4:17 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Carroll
🗓️
2 Status: Scheduled Oct 8, 4:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-15T12:00:00.000+0000
2.9 business days
💵
Expenses Added Oct 10, 11:19 AM
Type: Expenses
Status: Open
Qty: 1
2.0 business days
⏱️
2x Labor Added Oct 14, 9:38 PM
Type: Labor, Travel
Status: Open
Qty: 6.5, 382
💵
Expenses Added Oct 14, 9:43 PM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Oct 14, 10:00 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Christopher Carroll Oct 15, 7:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 15h
⏱️
3 6x Labor Added Oct 15, 7:51 PM
6x Labor Added → Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Christopher Carroll Oct 15, 9:21 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 29m, 0m
2.3 business days
✏️
Status: WO Correction Needed by Nancy Suarez Oct 17, 1:29 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 16h
📄
2 Status: Ready to Bill Oct 17, 2:11 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
💰
Status: Invoiced by Nancy Suarez Oct 17, 2:28 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 13m
⚠️ 7.0 business days
🧾
Invoice Created Oct 27, 2:04 PM
Invoice Number: SM-244068

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 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 15, 8:00 AM
Created
Oct 8, 2:12 PM
Invoice #
SM-244068

Work Details (13)

Name Type Status Qty Amount Date
WL-02966329 Expenses Open 1 $5.00 Oct 10, 11:19 AM
WL-02970936 Labor Open 6.5 $715.00 Oct 14, 9:38 PM
WL-02970937 Travel Open 382 $0.00 Oct 14, 9:38 PM
WL-02970949 Expenses Open 1 $0.00 Oct 14, 9:43 PM
WL-02970980 Expenses Open 1 $0.00 Oct 14, 10:00 PM
WL-02972101 Labor Open 0.5 $55.00 Oct 15, 7:51 PM
WL-02972105 Travel Open 50 $0.00 Oct 15, 7:51 PM
WL-02972106 Expenses Open 1 $0.00 Oct 15, 7:51 PM
WL-02972102 Labor Open 4 $440.00 Oct 15, 7:51 PM
WL-02972103 Labor Open 1 $110.00 Oct 15, 7:51 PM
WL-02972104 Travel Open 9 $0.00 Oct 15, 7:51 PM
WL-02972107 Expenses Open 1 $132.28 Oct 15, 7:52 PM
WL-02972108 Expenses Open 1 $0.00 Oct 15, 7:54 PM

Details