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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312707 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Henry Ford Health System — 3500 15 Mile Road, Sterling Heights MI, 48310

Nov 3, 2025 → Nov 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 25, 2025
✓ SLA Met
Active: 15 biz days
🕐 Clock stopped: Tech Off Site (Nov 25, 2025)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 11, 2025
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Entered
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 5 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 25, 2025
10 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 15 of ? biz days used
Created: Nov 3, 2025 Tech Off Site: Nov 25, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 4 Ready for Scheduling ▶ Running 1 1
Nov 4 → Nov 4 Assigned ▶ Running 0 1
Nov 4 → Nov 11 Scheduled ▶ Running 4 5
Nov 11 → Nov 11 Entered ▶ Running 0 5
Nov 11 → Nov 11 Assigned ▶ Running 0 5
Nov 11 → Nov 25 Scheduled ▶ Running 10 15
Nov 25 → Nov 25 Tech On Site ▶ Running 0 15
Dispatch 0.0d
Coordinators 16.2d
Field Work 1.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.2 days
Over SLA
Field Work
1.4 days
Billing
0.0 days
Created: Nov 3, 2025 Due: Nov 25, 2025 Completed: Nov 26, 2025 (on time)
📅
15.2 days Total Age
⏱️
10.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
13.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540431
Dispatch Request for Midmark Delivery Henry Ford Health System-MDS-8672069
Closed
Request Type: Medical Equipment Delivery Date of Delivery: 11/25/2025 Delivery Time: 0900 Time Technician needs to arrive at location: 0830 Estimated Time on Site (hours): 4 Product: Removal & Disposal & Install, MDS (10) 224-003, (10) 002-2009-814 Customer Name: Henry Ford Health System Customer POC: Gina Naschak 313-953-8156 Customer POC Email: gnascha2@hfhs.org Customer Street: 3500 15 Mile Road Sterling Heights, Michigan 48310
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jacklyn Vietor
Owner
Shelby Robinson
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312707 (current) Invoiced
Delivery • Jon Kuehl
Created: Nov 3, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 10.0 days stuck in "Scheduled"
⏱️
Total Delay 13.2 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
1.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
15.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/11/25 RCook- Pulled WO back and assigned to Jon Kuehl. Received confirmation from LYoder that there is in delivery scheduled for 11/25/25. Reached out to JFoley asking for a WO for Warren, MI to be created ASAP. Corrected due date.


11/11/25 RCook- Spoke with LYoder, This WO is for the wrong location and wrong due date. He received a call from the delivery company that they are on their way. LYoder is taking care of this delivery. Per case this was for:


Customer Name: Henry Ford Warren Health

Customer Street:

8600 Chicago Road S

Warren, Michigan 48093


Delivery date 11/11/25 at 9AM


Returning WO to dispatch to correct location and due date and problem description.


1/4/2025 CRamen left a vm for Gina That MHuffman is scheduled to be onsite on Tuesday 11/25/2025 with arrival at 8:30 for installation/Removal. Delivery from 9am-1pm and that Mike will be reaching out to confirm Date/Time

🔧 Work Performed
Removed 10 old exam tables. Installed and tested 10 new tables.
🔍 Technician Findings
Old exam tables ready to be removed. New exam tables arrived ahead of schedule.
⚠️ Problem Description
Request Type: Medical Equipment Delivery Date of Delivery: 11/25/2025 Delivery Time: 0900 Time Technician needs to arrive at location: 0830 Estimated Time on Site (hours): 4 Product: Removal & Disposal & Install, MDS (10) 224-003, (10) 002-2009-814 Customer Name: Henry Ford Health System Customer POC: Gina Naschak 313-953-8156 Customer POC Email: gnascha2@hfhs.org Customer Street: 3500 15 Mile Road Sterling Heights, Michigan 48310

Timeline

📞
Case Linked Nov 3, 1:11 PM
Case Number: 00540431
Subject: Dispatch Request for Midmark Delivery Henry Ford Health System-MDS-8672069
Status: Closed
📋
▶
2 Work Order Created Nov 3, 5:29 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
5 Status: Assigned Nov 4, 10:36 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Mike Huffman
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-26T13:30:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-25T13:30:00.000+0000
👷
Technician Assigned by Charles Ramen Nov 4, 2:17 PM
Technician: Jon Kuehl
⚠️ 5.0 business days
🆕
Status: Entered by Rhea Berry Nov 11, 9:36 AM
From: Scheduled
To: Entered
Duration in Previous: 6d 22h
👷
▶
4 Technician Assigned Nov 11, 12:22 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Entered
To: Assigned
Duration in Previous: 2h 45m
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-11-25T13:30:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Nov 25, 8:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 20h
🚗
Status: Tech Off Site by Jonathan Kuehl Nov 25, 12:43 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 3m
✔️
▶
3 Status: Completed Nov 25, 7:24 PM
Status: Completed → 4x Labor Added → Status: Closed
⏱️
4x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.6166666666667, 4.05, 0.71666666666667, 160
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 3.6 business days
📄
▶
3 Status: Ready to Bill Dec 2, 3:57 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-248013

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00540431
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Jon Kuehl
Scheduled
Nov 25, 8:30 AM
Created
Nov 3, 5:29 PM
Invoice #
SM-248013

Work Details (4)

Name Type Status Qty Amount Date
WL-03020233 Labor Open 2.6166666666667 $302.50 Nov 25, 7:28 PM
WL-03020234 Labor Open 4.05 $467.50 Nov 25, 7:28 PM
WL-03020235 Labor Open 0.71666666666667 $0.00 Nov 25, 7:28 PM
WL-03020236 Travel Open 160 $0.00 Nov 25, 7:28 PM

Details