Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318375 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Wayne County Community Service — 3609 Hughes Street Ste B, Huntington, WV, 25704

Dec 3, 2025 → Dec 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 18, 2025
✗ SLA Missed (1 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
▶ Clock Running
Status: Created
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 18, 2025
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 12 of ? biz days used
Created: Dec 3, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 3 → Dec 3 Created ▶ Running 0 0
Dec 3 → Dec 3 Ready for Scheduling ▶ Running 0 0
Dec 3 → Dec 3 Assigned ▶ Running 0 0
Dec 3 → Dec 18 Scheduled ▶ Running 11 11
Dec 18 → Dec 19 Tech On Site ▶ Running 1 12
Dispatch 0.0d
Coordinators 12.3d
Field Work 1.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.3 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
0.0 days
Created: Dec 3, 2025 Due: Dec 18, 2025 Completed: Dec 19, 2025 (on time)
📅
12.6 days Total Age
⏱️
11.3d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
16.8d 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 #00547933
Dispatch Request for Midmark Delivery Westmoreland-MDS-8680670
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 12/17/2025 Delivery Time: 1100 Time Technician needs to arrive at location: 1030 Estimated Time on Site (hours): 2 Product: (1) 204-011, (1) 002-10138-858 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Call the customer POC 48 hours ahead of time to confirm date/time Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 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
Jacklyn Vietor
Owner
Kimberly Hardison
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318375 (current) Invoiced
Delivery • Jordan Moceri
Created: Dec 3, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 91 days old
🚨
Primary Delay 11.3 days stuck in "Scheduled"
⏱️
Total Delay 16.8 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
1.0d / 1.0d SLA
Scheduled
11.3d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Closed
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16 - Per Jacklyn Vietor, This delivery is needing pushed back a day to 12/18 between 11:00-11:30AM. Jordan Moceri (EMSAR tech originally assigned) has already been in contact with the carrier regarding delays with the delivery and said he does not have availability on 12/18. I updated due date and attached email.

12/3/2025 CRamen left a vm for Jeff that tech is scheduled for Delivery on Wednesday 12/17/2025, will arrive around 10:30am and actual delivery is at 11am. 

🔧 Work Performed
helped unload table from truck. Took unit to third floor and is placed in a storage room till they are ready for it. All functions working
🔍 Technician Findings
install needed
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 12/17/2025 Delivery Time: 1100 Time Technician needs to arrive at location: 1030 Estimated Time on Site (hours): 2 Product: (1) 204-011, (1) 002-10138-858 EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Call the customer POC 48 hours ahead of time to confirm date/time Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 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 Dec 2, 9:08 AM
Case Number: 00547933
Subject: Dispatch Request for Midmark Delivery Westmoreland-MDS-8680670
Status: Closed
📋
▶
2 Work Order Created Dec 3, 8:04 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Technician Assigned Dec 3, 4:51 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 8h 42m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-17T15:30:00.000+0000
⚠️ 9.9 business days
📅
▶
2 Dispatch Scheduled Dec 16, 12:12 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-18T15:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jordan Moceri Dec 18, 10:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 17h
⏱️
5x Labor Added Dec 18, 11:04 PM
Type: Labor, Travel
Status: Open
Qty: 3.1333333333333, 1.8666666666667, 3.1666666666667, 172
✔️
Status: Completed by Jordan Moceri Dec 18, 11:35 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 26m, 0m
⚠️ 8.1 business days
📄
▶
3 Status: Ready to Bill Dec 31, 2:15 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250249

Bottlenecks

Scheduled
Duration: 11.3 business days (threshold: 2.0 business days)
Exceeded by 9.3 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00547933
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Jordan Moceri
Scheduled
Dec 18, 10:30 AM
Created
Dec 3, 8:04 AM
Invoice #
SM-250249

Work Details (5)

Name Type Status Qty Amount Date
WL-03042841 Labor Open 3.1333333333333 $0.00 Dec 18, 11:04 PM
WL-03042842 Labor Open 1.8666666666667 $220.00 Dec 18, 11:04 PM
WL-03042843 Labor Open 3.1666666666667 $0.00 Dec 18, 11:04 PM
WL-03042844 Travel Open 172 $230.00 Dec 18, 11:04 PM
WL-03042845 Travel Open 172 $0.00 Dec 18, 11:04 PM

Details