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← WO Overview

WO-01309049 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Choctaw Nation of Oklahoma — 1127 South George Nigh Expressway, McAlester OK, 74501

Oct 13, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 7, 2025
✓ SLA Met
Active: 19 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 21, 2025
6 business days (counted)
Running total: 6 of ? biz days used
8d
▶ Clock Running
Status: Reschedule
Oct 21 → Oct 31, 2025
8 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 14 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 7, 2025
5 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 19 of ? biz days used
Created: Oct 13, 2025 Completed: Nov 7, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0
Oct 13 → Oct 13 Assigned ▶ Running 0 0
Oct 13 → Oct 21 Scheduled ▶ Running 6 6
Oct 21 → Oct 31 Reschedule ▶ Running 8 14
Oct 31 → Oct 31 Assigned ▶ Running 0 14
Oct 31 → Nov 7 Scheduled ▶ Running 5 19
Nov 7 → Nov 7 Tech On Site ▶ Running 0 19
Coordinators 20.9d
Field Work 0.9d
Billing 1.9d
✓ SLA Met
Coordinators
20.9 days
Over SLA
Field Work
0.9 days
Billing
1.9 days
Created: Oct 13, 2025 Due: Nov 7, 2025 Completed: Nov 8, 2025 (on time)
📅
19.0 days Total Age
⏱️
8.9d in Reschedule Longest Stage
🔄
12 transitions Status Changes
⚠️
17.5d 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 #00534903
Dispatch Request for Midmark Delivery - [Choctaw Nation McAlester- MS220332]
Closed
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Delivery and installation of four (4) electronic cabinet locks Date of Delivery: 10/21/25 Delivery Time: 8-8:30AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 4 Product: Electrical cabinet locks will be shipped directly to Daryl Hendrix EMSAR Technician Expectations: 1. Review all of the attached documents in detail 2. Call the Midmark contact (created the dispatch) with any questions 3. Call the customer POC 48 hours ahead of time to confirm date/time 4. Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 5. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery 6. Supervise the delivery 7. Fill our Serial Number Tracking file and provide back to the customer 8. Fill out the Proof of Delivery (POD), get the driver and customer signatures 9. Fill out the Medical Delivery Observation Form 10. Email POD and Observation form to MDSLogistics@midmark.com<mailto:MDSLogistics@midmark.com>
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jacklyn Vietor
Owner
Jessica Sells
Created
Oct 13, 2025
Work Orders from this Case (1)
WO-01309049 (current) Invoiced
Delivery • Darrell Hendrix
Created: Oct 13, 2025 • Closed: Nov 7, 2025
Completed with significant delays
Invoiced • 142 days old
🚨
Primary Delay 8.9 days stuck in "Reschedule"
⏱️
Total Delay 17.5 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
0.0d / 1.0d SLA
Scheduled
12.0d / 2.0d SLA
Reschedule
8.9d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.6d / 1.0d SLA
WO Correction Needed
1.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12 NSuarez Serial # form needs to be filled out also medical observation form needs to be completed in full.

10/31/2025 LHill-rec'd call from Nelson Smith. He confirmed 11/7 is good for tech to come onsite.


10/31/2025 LHill-Called 512 422 4269 and spoke with Nelson Smith. He said yes to schedule through him. I offered 11/5 and then he advised that he needed Darrell (tech) in Dallas on the 5th and that we probably need to save 2 days for Dallas. (He is sending me email for Dallas) So, I offered 11/7 for this WO and he said he would check and get back with me.


10/30/2025 LHill-Called 512 422 4269 for Nelson Smith. It rang then sounded like he picked up and hung up.


10/30/2025 LHill-rec'd TEAMS message from Rhea-yes tech rec'd locks.


10/30/2025 LHill-sent TEAMS message to Rhea asking if tech responded about receiving the locks or not.


10/29/25 RCook- LM with Nelson Smith to discuss scheduling 


10/29/2025jsells

Hello,


Can you please advise on the status of WO-01309049 being scheduled with the customer to install electronic cabinet locks? It looks like these were delivered to EMSAR on 10/22 (SO# 732735).

10/29/25 RCook- Sent text to technician asking if he received locks.


10/21 KKelch placed in R/S waiting on further tracking info from Nelson

10/20 KKelch called Nelson back to confirm that the locks will be arriving to Darrell, unsure on ETA to tech.

10/20 KKelch called Nelson to check on where parts are to be delivered and to confirm tech arrival. Left VM.

🔧 Work Performed
I arrived on location and meet with Chance to replace or fix or install locks that was missed durning the delivery I had four room went to room 06-17 in primary care area lock had no power I then replaced the lock assembly on that cabinet. We then went to 06-40 in primary care replaced the lock on the at cabinet was not getting power. Went to 06-36 in primary care and found that the combo on the lock was change I was able to reset the combo bac to 123. Then went to 07-31 in same day and found that the lock had a wrong combo I was able to reset the combo back to 123. All locks were function tested by myself and Chance to ensure lock was function during our visit all areas are back in service. Note that 5 locks where sent only3 locks had to be replaced used part # 016-1706-01 x1 keyless lock note part number is not in system this was a customer supplied part
🔍 Technician Findings
Was instructed to install or repair 4 locks
⚠️ Problem Description
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Delivery and installation of four (4) electronic cabinet locks Date of Delivery: 10/21/25 Delivery Time: 8-8:30AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 4 Product: Electrical cabinet locks will be shipped directly to Daryl Hendrix EMSAR Technician Expectations: 1. Review all of the attached documents in detail 2. Call the Midmark contact (created the dispatch) with any questions 3. Call the customer POC 48 hours ahead of time to confirm date/time 4. Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 5. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery 6. Supervise the delivery 7. Fill our Serial Number Tracking file and provide back to the customer 8. Fill out the Proof of Delivery (POD), get the driver and customer signatures 9. Fill out the Medical Delivery Observation Form 10. Email POD and Observation form to MDSLogistics@midmark.com

Timeline

📞
Case Linked Oct 13, 10:22 AM
Case Number: 00534903
Subject: Dispatch Request for Midmark Delivery - [Choctaw Nation McAlester- MS220332]
Status: Closed
📋
▶
2 Work Order Created Oct 13, 11:52 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Oct 13, 12:27 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 32m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-21T13:00:00.000+0000
⚠️ 6.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Oct 21, 1:10 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8d 0h
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Oct 31, 10:31 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Reschedule
To: Assigned
Duration in Previous: 9d 21h
🗓️
▶
2 Status: Scheduled Oct 31, 10:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-11-07T15:15:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Darrell Hendrix Nov 7, 12:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 2h
✔️
Status: Completed by Darrell Hendrix Nov 7, 6:36 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 32m
⏱️
5x Labor Added Nov 7, 6:52 PM
Type: Labor, Travel
Status: Open
Qty: 3.5, 2.5, 149
🏁
Status: Closed by Darrell Hendrix Nov 7, 7:07 PM
From: Completed
To: Closed
Duration in Previous: 30m
⏳ 2.6 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 12, 12:10 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 17h
⏳ 2.0 business days
🏁
Status: Closed by Darrell Hendrix Nov 13, 1:59 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 1h
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 17, 12:51 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 2.0 business days
🧾
Invoice Created Nov 18, 7:07 PM
Invoice Number: SM-246777

Bottlenecks

Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Reschedule
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00534903
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Nov 7, 10:15 AM
Created
Oct 13, 11:52 AM
Invoice #
SM-246777

Work Details (5)

Name Type Status Qty Amount Date
WL-03000613 Labor Open 3.5 $385.00 Nov 7, 6:52 PM
WL-03000614 Labor Open 2.5 $275.00 Nov 7, 6:52 PM
WL-03000615 Labor Open 3 $330.00 Nov 7, 6:52 PM
WL-03000616 Travel Open 149 $0.00 Nov 7, 6:52 PM
WL-03000617 Travel Open 149 $0.00 Nov 7, 6:52 PM

Details