Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317457 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Sole Horizon — 4869 Williams Drive, Suite 105, Georgetown TX, 78633

Nov 26, 2025 → Dec 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 11, 2025
✗ SLA Missed (4 biz days late)
Active: 13 biz days
🕐 Clock stopped: Completed (Dec 17, 2025)
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Nov 26 → Dec 17, 2025
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 13 of ? biz days used
Created: Nov 26, 2025 Completed: Dec 17, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0
Nov 26 → Nov 26 Ready for Scheduling ▶ Running 0 0
Nov 26 → Nov 26 Assigned ▶ Running 0 0
Nov 26 → Dec 17 Scheduled ▶ Running 13 13
Dec 17 → Dec 17 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 13.3d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.3 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 11, 2025 Completed: Dec 17, 2025 (5 days late)
📅
13.3 days Total Age
⏱️
13.3d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
18.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00547048
Dispatch Request for Midmark Delivery - [Sole Horizon - MDS - 8680992 - Equipment]
Closed
Please see the following technician request details for Midmark equipment installation and delivery. Request Type: Installation and delivery Date of Delivery: 12/11/25 Delivery Time: 8:30-9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 3 Product: (2) 647-002, (2) 002-1119-848, (1) M9-050 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
Nelson Smith
Owner
Jessica Sells
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317457 (current) Invoiced
Delivery • Anthony Wirth
Created: Nov 26, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 98 days old
🚨
Primary Delay 13.3 days stuck in "Scheduled"
⏱️
Total Delay 18.5 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
13.3d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
8.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12/2025jsells

I apologize for changing this date so many times BUT the logistics team is not asking for a Wednesday 12/17. Thank you!

12/11/2025jsells

chatter coordinator

Hello sorry for the change but can we move this to Monday or Tuesday of next week?

Nelson Smith, PMP

🔧 Work Performed
Upon arrival onsite, I completed the installation of two Midmark chairs and one autoclave with the delivery crew. Following the setup, I performed conducted functional testing on both chairs to ensure proper operation. All units passed inspection with no issues identified, and the equipment is fully operational.
🔍 Technician Findings
Delivery was a little late
⚠️ Problem Description
Please see the following technician request details for Midmark equipment installation and delivery. Request Type: Installation and delivery Date of Delivery: 12/11/25 Delivery Time: 8:30-9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 3 Product: (2) 647-002, (2) 002-1119-848, (1) M9-050 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 26, 10:52 AM
Case Number: 00547048
Subject: Dispatch Request for Midmark Delivery - [Sole Horizon - MDS - 8680992 - Equipment]
Status: Closed
📋
▶
2 Work Order Created Nov 26, 4:23 PM
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 Status: Assigned Nov 26, 4:46 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-11T14:30:00.000+0000
⚠️ 7.9 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 9, 1:54 PM
Scheduled For: 2025-12-12T14:30:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 11, 5:08 PM
Scheduled For: 2025-12-15T14:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 12, 11:33 AM
Scheduled For: 2025-12-17T14:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wirth Dec 17, 9:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 16h
⏱️
Labor Added Dec 17, 10:53 AM
Type: Labor
Status: Open
Qty: 3.5
⏱️
2x Labor Added Dec 17, 12:36 PM
Type: Labor, Travel
Status: Open
Qty: 3.5, 135
⏱️
▶
2 2x Labor Added Dec 17, 5:02 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wirth
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 30m
⚠️ 8.9 business days
📄
▶
2 Status: Ready to Bill Dec 30, 4:49 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 41.9 business days
🧾
Invoice Created Mar 2, 12:45 PM
Invoice Number: SM-250165

Bottlenecks

Scheduled
Duration: 13.3 business days (threshold: 2.0 business days)
Exceeded by 11.3 business days
Closed
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00547048
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Anthony Wirth
Scheduled
Dec 17, 9:30 AM
Created
Nov 26, 4:23 PM
Invoice #
SM-250165

Work Details (5)

Name Type Status Qty Amount Date
WL-03040459 Labor Open 3.5 $385.00 Dec 17, 10:53 AM
WL-03040569 Labor Open 3.5 $385.00 Dec 17, 12:36 PM
WL-03040570 Travel Open 135 $0.00 Dec 17, 12:36 PM
WL-03040987 Labor Open 3.5 $385.00 Dec 17, 5:02 PM
WL-03040988 Travel Open 134 $0.00 Dec 17, 5:02 PM

Details