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WO-01315544 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Wilmington VA — 1601 Kirkwood Highway, Wilmington DE, 19805

Nov 17, 2025 → Dec 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 4, 2025
✗ SLA Missed (1 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 1 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Nov 18 → Dec 4, 2025
10 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 12 of ? biz days used
Created: Nov 17, 2025 Completed: Dec 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0
Nov 17 → Nov 18 Ready for Scheduling ▶ Running 1 1
Nov 18 → Nov 18 Assigned ▶ Running 0 1
Nov 18 → Dec 4 Scheduled ▶ Running 10 11
Dec 4 → Dec 5 Tech On Site ▶ Running 1 12
Dispatch 0.0d
Coordinators 13.0d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.0 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Nov 17, 2025 Due: Dec 4, 2025 Completed: Dec 5, 2025 (on time)
📅
12.5 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
12.5d 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

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🎫
Case #00544283
Dispatch Request for Midmark Delivery - MDS Project - Wilmington VA - Wilmington - 1 626 - MDS - 8671651 - Equipment
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 12/4/25 Delivery Time: 8:30am -9am Time Technician needs to arrive at location: 8am Estimated Time on Site (hours): 3 Product: (1) 626-005 (1) 002-2000-857 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
Matthew Emerson
Owner
Jessica Sells
Created
Nov 16, 2025
Work Orders from this Case (1)
WO-01315544 (current) Invoiced
Delivery • Michael Harris
Created: Nov 17, 2025 • Closed: Dec 4, 2025
Completed with significant delays
Invoiced • 107 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 12.5 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
2.0d / 1.0d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
arrived at 8:00am checked in with security and received my visitor badge. could not reach the point of contact the phone number given was not in service. proceeded to Biomedical engineering and met with David Bargmann the manager of biomedical engineering. We went to building 7 their warehouse to meet with Matthew Emerson. neither David nor Matthew knew anything about the delivery. the room the chair was to go into was was in another building and the room was not ready. David Bargmann decided the exam chair needed to stay on the palet and the facility would install the unit at a later date. david asked if we could leave the exam chair on the skid only removing the bolts and plates. the exam chair was function tested on the skid. pictures were taken. david was satisfied with the delivery at this point.
🔍 Technician Findings
Request Type: Medical Equipment Delivery
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 12/4/25 Delivery Time: 8:30am -9am Time Technician needs to arrive at location: 8am Estimated Time on Site (hours): 3 Product: (1) 626-005 (1) 002-2000-857 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 Nov 16, 9:28 PM
Case Number: 00544283
Subject: Dispatch Request for Midmark Delivery - MDS Project - Wilmington VA - Wilmington - 1 626 - MDS - 8671651 - Equipment
Status: Closed
📋
2 Work Order Created Nov 17, 10:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
3 Technician Assigned Nov 18, 10:54 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 23h 59m, 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-04T13:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 4, 8:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 21h
⏱️
4x Labor Added Dec 4, 10:54 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.53333333333333, 2.4666666666667, 21
✔️
Status: Completed by Michael Harris Dec 4, 11:17 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 14h 54m, 0m
3.1 business days
📄
3 Status: Ready to Bill Dec 9, 1:00 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-248575

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00544283
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Michael Harris
Scheduled
Dec 4, 8:00 AM
Created
Nov 17, 10:54 AM
Invoice #
SM-248575

Work Details (4)

Name Type Status Qty Amount Date
WL-03027438 Labor Open 0.53333333333333 $0.00 Dec 4, 10:54 PM
WL-03027439 Labor Open 2.4666666666667 $275.00 Dec 4, 10:54 PM
WL-03027440 Travel Open 21 $110.00 Dec 4, 10:54 PM
WL-03027441 Expenses Open 1 $0.00 Dec 4, 10:54 PM

Details