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WO-01310393 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Hometown Health Center — 55 Fletcher Dr, Palmyra ME, 04965

Oct 20, 2025 → Oct 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 29, 2025
✗ SLA Missed (1 biz days late)
Active: 8 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 23, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 3 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 23 → Oct 28, 2025
3 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 28 → Oct 29, 2025
1 business day (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 8 of ? biz days used
Created: Oct 20, 2025 Completed: Oct 30, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0
Oct 20 → Oct 23 Ready for Scheduling ▶ Running 3 3
Oct 23 → Oct 23 Assigned ▶ Running 0 3
Oct 23 → Oct 28 Scheduled ▶ Running 3 6
Oct 28 → Oct 29 Tech On Site ▶ Running 1 7
Oct 29 → Oct 29 Tech Off Site ▶ Running 0 7
Oct 29 → Oct 30 Tech On Site ▶ Running 1 8
Dispatch 0.0d
Coordinators 7.5d
Field Work 3.2d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.5 days
Over SLA
Field Work
3.2 days
Over SLA
Billing
0.2 days
Created: Oct 20, 2025 Due: Oct 29, 2025 Completed: Oct 30, 2025 (on time)
📅
7.6 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
7.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 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 David Trost — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 28, 2025
Visit 2 Oct 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536879
URGENT Dispatch Request for Midmark Delivery - MDS Project - Hometown Health-MDS-Systems Integration-8638222-8639813-Equipment
Closed
Request one (1) Emsar Tech to be on-site 10/28 and 10/29 to complete with the following tasks. 1. Assist project management team with delivery and setup of all medical equipment 2. Connect (SI) 16 zones to vitals and 626 chairs. In-wall wiring has been completed by facility. 3. Complete set-up of mobile workstations (16) *Request Type: Medical Equipment Delivery and SI *Date of Delivery: 10/28/25 *Delivery Time: 8am *Time Technician needs to arrive at location: 8am *Estimated Time on Site (hours): 16 – 2 days 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> Customer Name: Midmark Customer POC: Artie Haraway Customer POC Email: aharaway@midmark.com Customer Street: 55 Fletcher Drive. Customer City, State, Zip: Palmyra, Maine 04965
Priority
High
Origin
Email
Reason
New Case
Contact
Artie Haraway
Owner
John Rolston
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310393 (current) Invoiced
Delivery • David Trost
Created: Oct 20, 2025 • Closed: Oct 29, 2025
Completed with minor delays
Invoiced • 135 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 7.2 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
3.5d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
2.2d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
4.4d / 1.0d SLA
Billing Review
0.1d / 2.0d SLA
WO Correction Needed
0.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/3/2025 NSuarez POD needs to be filled out.

11/3 NSuarez chattered AM need to know if this is a installation or delivery.

10/21 KSmith -- Shawn is working on a solution to cover this or send it back to Midmark. Requires and FSE out of territory for 4 days to cover this due to travel distance and time onsite.

🔧 Work Performed
10-18 DT SET UP 16 TABLES AND MOST OF THE VITALS.. SEVERAL VITALS REMAIN FOR TOMORROW 10-29- dt completed assembly of remaining Vitals. WAS UNABLE TO DO ANY FUNCTION TESTING. "WALL BOARDS" WERE NOT SHIPPED
🔍 Technician Findings
DELIVERY PAPERWORK WAS HANDELED BY ARTIE. Room 125 626 v2856053 Has a broken backrest. P/N 002-2000-857 in Obsidian Vital v2867491 Vital only V2866940 Room 124 626 v2856140 Vital V2868894 Room 129 626 v2856120 Vital v2868222 Room 130 626 v2863712 Vital v2862992 Room 131 626 v2863844 Vital v2827210 Room 132 626 v2856365 Vital v2866963 Room 133 626 v2856158 Vital v2827217 Room 134 640 v2866021 No Vital Room 137 626 v2855991 Vital v2866942 Room 138 626 v2856194 Vital v2869297 Room 139 626 v2863739 Vital v2868239 Room 141 626 v2863665 Vital v2868051 Room 142 636 v2863895 Vital v2868892 Room 147 626 v2863699 Vital v2868888 Room 146 626 v2863768 Vital v2868840 Room 145 626 v2863755 Vital v2869396
⚠️ Problem Description
Request one (1) Emsar Tech to be on-site 10/28 and 10/29 to complete with the following tasks. 1. Assist project management team with delivery and setup of all medical equipment 2. Connect (SI) 16 zones to vitals and 626 chairs. In-wall wiring has been completed by facility. 3. Complete set-up of mobile workstations (16) *Request Type: Medical Equipment Delivery and SI *Date of Delivery: 10/28/25 *Delivery Time: 8am *Time Technician needs to arrive at location: 8am *Estimated Time on Site (hours): 16 – 2 days 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 Customer Name: Midmark Customer POC: Artie Haraway Customer POC Email: aharaway@midmark.com Customer Street: 55 Fletcher Drive. Customer City, State, Zip: Palmyra, Maine 04965

Timeline

📞
Case Linked Oct 20, 3:04 PM
Case Number: 00536879
Subject: URGENT Dispatch Request for Midmark Delivery - MDS Project - Hometown Health-MDS-Systems Integration-8638222-8639813-Equipment
Status: Closed
📋
▶
2 Work Order Created Oct 20, 3:42 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
👷
▶
3 Technician Assigned Oct 23, 8:38 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 16h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-28T12:00:00.000+0000
💵
Expenses Added Oct 23, 9:10 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
🔧
Status: Tech On Site by David Trost Oct 28, 7:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
💵
Expenses Added Oct 28, 1:41 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
3 8x Labor Added Oct 28, 9:11 PM
8x Labor Added → Status: Tech Off Site → Expenses Added
🚗
Status: Tech Off Site by David Trost
From: Tech On Site
To: Tech Off Site
Duration in Previous: 13h 44m
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by David Trost Oct 29, 10:45 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 13h 32m
⏱️
5x Labor Added Oct 29, 8:21 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.75, 4, 0.5, 38, 1
✔️
Status: Completed by David Trost Oct 29, 8:28 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 42m, 0m
⏳ 3.4 business days
💵
Status: Billing Review by Nancy Suarez Nov 3, 1:39 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 18h
✏️
Status: WO Correction Needed by Nancy Suarez Nov 3, 2:11 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 32m
🏁
Status: Closed by David Trost Nov 3, 3:34 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 22m
📄
▶
2 Status: Ready to Bill Nov 4, 10:21 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 70.0 business days
🧾
Invoice Created Feb 18, 10:22 AM
Invoice Number: SM-245551

Bottlenecks

Ready for Scheduling
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours

🔗 Related Artifacts

📞
Case 00536879
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
David Trost
Scheduled
Oct 28, 8:00 AM
Created
Oct 20, 3:42 PM
Invoice #
SM-245551

Work Details (16)

Name Type Status Qty Amount Date
WL-02981170 Expenses Open 1 $0.00 Oct 23, 9:10 AM
WL-02986564 Expenses Open 1 $0.00 Oct 28, 1:41 PM
WL-02987356 Labor Open 0.75 $0.00 Oct 28, 9:11 PM
WL-02987357 Labor Open 10 $1,100.00 Oct 28, 9:11 PM
WL-02987358 Labor Open 0.75 $0.00 Oct 28, 9:11 PM
WL-02987359 Labor Open 1.25 $0.00 Oct 28, 9:11 PM
WL-02987360 Travel Open 36 $110.00 Oct 28, 9:11 PM
WL-02987361 Travel Open 32 $0.00 Oct 28, 9:11 PM
WL-02987362 Expenses Open 1 $0.00 Oct 28, 9:11 PM
WL-02987363 Expenses Open 1 $0.00 Oct 28, 9:11 PM
WL-02987364 Expenses Open 1 $0.00 Oct 28, 9:14 PM
WL-02988911 Labor Open 0.75 $0.00 Oct 29, 8:21 PM
WL-02988912 Labor Open 4 $440.00 Oct 29, 8:21 PM
WL-02988913 Labor Open 0.5 $0.00 Oct 29, 8:21 PM
WL-02988914 Travel Open 38 $110.00 Oct 29, 8:21 PM
WL-02988915 Expenses Open 1 $0.00 Oct 29, 8:21 PM

Details