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WO-01312046 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 St Charles Health — 1245 NW 4th Street, Redmond, OR, 97756

Oct 30, 2025 → Nov 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 18, 2025
✓ SLA Met
Active: 12 biz days
🕐 Clock stopped: Completed (Nov 18, 2025)
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 18, 2025
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Oct 30, 2025 Completed: Nov 18, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0
Oct 30 → Oct 30 Assigned ▶ Running 0 0
Oct 30 → Nov 18 Scheduled ▶ Running 12 12
Nov 18 → Nov 18 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 13.1d
Field Work 1.6d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.1 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
0.0 days
Created: Oct 30, 2025 Due: Nov 18, 2025 Completed: Nov 19, 2025 (on time)
📅
13.6 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
15.3d 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 #00539403
Dispatch Request for Midmark Delivery - St Charles in Redmond OR 8666561Delivering 18NOV2025
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: Tuesday the 18th of November Delivery Time: 9 am Time Technician needs to arrive at location: 8:30 am. Estimated Time on Site (hours): 5 hours. Product: 204 qty 1 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. 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
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve McGill
Owner
Kimberly Hardison
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01312046 (current) Invoiced
Delivery • Jason Morris
Created: Oct 30, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 125 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 15.3 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
0.1d / 1.0d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
1.3d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-30 Mburris added to tech per Steve McGill midmark

🔧 Work Performed
Installed the chair. Performed white glove service. Tested the chair
🔍 Technician Findings
Installation of one 204-012 chair.
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: Tuesday the 18th of November Delivery Time: 9 am Time Technician needs to arrive at location: 8:30 am. Estimated Time on Site (hours): 5 hours. Product: 204 qty 1 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. 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 29, 4:50 PM
Case Number: 00539403
Subject: Dispatch Request for Midmark Delivery - St Charles in Redmond OR 8666561Delivering 18NOV2025
Status: Closed
📋
Work Order Created Oct 30, 9:50 AM
Work Order: WO-01312046
Type: Delivery
Priority: PC
📅
Status: Ready for Scheduling by Kimberly Hardison Oct 30, 9:57 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
3 Technician Assigned Oct 30, 10:33 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 36m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-18T15:30:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Jason Morris Nov 18, 11:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 1h
⏱️
▶
2 4x Labor Added Nov 18, 1:19 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Jason Morris
From: Tech On Site
To: Completed
Duration in Previous: 1h 52m
⏱️
▶
2 Labor Added Nov 19, 12:06 AM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 10h 46m
⚠️ 5.0 business days
📄
▶
2 Status: Ready to Bill Nov 25, 11:27 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 8.0 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247506

Bottlenecks

Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00539403
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Jason Morris
Scheduled
Nov 18, 10:30 AM
Created
Oct 30, 9:50 AM
Invoice #
247506

Work Details (5)

Name Type Status Qty Amount Date
WL-03011243 Labor Open 3 $330.00 Nov 18, 1:19 PM
WL-03011244 Labor Open 2 $220.00 Nov 18, 1:19 PM
WL-03011245 Travel Open 133 $0.00 Nov 18, 1:19 PM
WL-03011246 Travel Open 133 $0.00 Nov 18, 1:19 PM
WL-03012605 Labor Open 3.5 $385.00 Nov 19, 12:06 AM

Details