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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327479 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Family Health Center Mercer — 5110 U.S. 51, Mercer, WI, 54547

Dec 19, 2025 → Dec 31, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met
Active: 7 biz days
🕐 Clock stopped: Completed (Dec 31, 2025)
▶ Clock Running
Status: Created
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 19 → Dec 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 1 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 31, 2025
6 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 7 of ? biz days used
Created: Dec 19, 2025 Completed: Dec 31, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 19 Created ▶ Running 0 0
Dec 19 → Dec 22 Ready for Scheduling ▶ Running 1 1
Dec 22 → Dec 22 Assigned ▶ Running 0 1
Dec 22 → Dec 31 Scheduled ▶ Running 6 7
Dec 31 → Dec 31 Tech Off Site ▶ Running 0 7
Dec 31 → Dec 31 Tech On Site ▶ Running 0 7
Dispatch 0.0d
Coordinators 7.4d
Field Work 1.9d
Billing 1.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
7.4 days
Over SLA
Field Work
1.9 days
Billing
1.3 days
Created: Dec 19, 2025 Due: Dec 31, 2025 Completed: Jan 1, 2026 (on time)
📅
7.6 days Total Age
⏱️
5.7d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
6.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ronnie Salone — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 30, 2025
Visit 2 Dec 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553206
Dispatch Request for Midmark Delivery Marshfield Clinic - MDS - 8685400
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 12/30/2025 Delivery Time: 11:30 Time Technician needs to arrive at location: 1100 Estimated Time on Site (hours): 2 Product: (1) 253-016, (1) 225-002, (1) 002-2009-855, (1) 9A600002, (3) 253-012, (1) 640-001-855, (3) 270-001-857, (1) 4-000-0080, (1) 4-000-0550, (1) 3-004-2000, (1) B-000-11-149-166 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
Joel Stapleton
Owner
Kimberly Hardison
Created
Dec 19, 2025
Work Orders from this Case (1)
WO-01327479 (current) Invoiced
Delivery • Ronnie Salone
Created: Dec 19, 2025 • Closed: Dec 31, 2025
Completed with minor delays
Invoiced • 75 days old
🚨
Primary Delay 5.7 days stuck in "Scheduled"
⏱️
Total Delay 6.6 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
1.6d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
5.7d / 2.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
4.2d / 1.0d SLA
WO Correction Needed
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/7/26 RS POD delivered to MDS via email. now attached to WO.

1/6/26 NSuarez POD needs to be filled out.

12/22 KHardison - Per Midmark, Customer would like to change the delivery date to 12/31at 11:30am. Please advise us asap if this is possible. Updated due date.

12/22/25 RBerry- Received email from Allison Belyea stating: Hello,

 

Lodging will be approved since the total onsite + travel is more than a standard day.


12/22/25 RBerry- Was able to reschedule Avantor WO for another date. Assigned WO to Ronnie Salone. Emailed ABelyea asking for overnight approval from Midmark.


12/22/25 RBerry- Spoke with LYoder via teams call and we agreed that if WO-01326682 can be rescheduled (not due until 1/30/26) we can then send Ronnie for the Midmark delivery on 12/30/25. Emailed Nathaniel Kuffel to reschedule for 1/20/26 with an arrival time between 8-10AM. Waiting for confirmation. Waiting for confirmation.




12/22/25 RBerry- Sent teams message to DCarvalho stating: WO-01327479- Midmark delivery due 12/30/25 in Mercer, WI. Ronnie is already scheduled for that Avantor PQ in IL that day but it isn't due until 1/30/25. Is there any reason why I can't move this Avantor and work in this Midmark instead? Also, looks like this delivery is 9 hours of travel so I will need to reach out to Allison to get approval on an overnight

🔧 Work Performed
12/30/25 Traveled to site 12/31/25 Traveled to site Waited for delivery truck to arrive. Coordinated the install. Kim Cummings (POC) said that she thought that the wrong stools were delivered today. She contacted Midmark to get it resolved. Completed paperwork Traveled from site Closed WO
🔍 Technician Findings
Units needed to be delivered Product: (1) 253-016, (1) 225-002, (1) 002-2009-855, (1) 9A600002, (3) 253-012, (1) 640-001-855, (3) 270-001-857, (1) 4-000-0080, (1) 4-000-0550, (1) 3-004-2000, (1) B-000-11-149-166
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 12/30/2025 Delivery Time: 11:30 Time Technician needs to arrive at location: 1100 Estimated Time on Site (hours): 2 Product: (1) 253-016, (1) 225-002, (1) 002-2009-855, (1) 9A600002, (3) 253-012, (1) 640-001-855, (3) 270-001-857, (1) 4-000-0080, (1) 4-000-0550, (1) 3-004-2000, (1) B-000-11-149-166 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 19, 1:35 PM
Case Number: 00553206
Subject: Dispatch Request for Midmark Delivery Marshfield Clinic - MDS - 8685400
Status: Closed
📋
2 Work Order Created Dec 19, 2:23 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
2.0 business days
👷
2 Technician Assigned Dec 22, 12:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 22h
📅
2 Dispatch Scheduled Dec 22, 1:31 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 33m
💵
2x Expenses Added Dec 22, 2:06 PM
Type: Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Rhea Berry Dec 23, 10:26 AM
Scheduled For: 2025-12-31T17:30:00.000+0000
⚠️ 5.0 business days
⏱️
2 Labor Added Dec 30, 7:19 PM
Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
2 2x Travel Added Dec 30, 7:24 PM
2x Travel Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Ronnie Salone
From: Scheduled
To: Tech Off Site
Duration in Previous: 8d 5h
🔧
Status: Tech On Site by Ronnie Salone Dec 31, 11:49 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 16h 23m
⏱️
Labor Added Dec 31, 12:02 PM
Type: Labor
Status: Open
Qty: 0.75
✔️
Status: Completed by Ronnie Salone Dec 31, 2:29 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 40m
⏱️
2x Labor Added Dec 31, 7:58 PM
Type: Labor
Status: Open
Qty: 2.75
🏁
Status: Closed by Ronnie Salone Dec 31, 8:34 PM
From: Completed
To: Closed
Duration in Previous: 6h 4m
3.4 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 6, 4:38 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 5d 20h
1.9 business days
🏁
Status: Closed by Ronnie Salone Jan 7, 5:01 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 0h
📄
3 Status: Ready to Bill Jan 8, 11:08 AM
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-250775

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours

🔗 Related Artifacts

📞
Case 00553206
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Ronnie Salone
Scheduled
Dec 31, 12:30 PM
Created
Dec 19, 2:23 PM
Invoice #
SM-250775

Work Details (10)

Name Type Status Qty Amount Date
WL-03045254 Expenses Open 1 $165.40 Dec 22, 2:06 PM
WL-03045255 Expenses Open 1 $0.00 Dec 22, 2:06 PM
WL-03050356 Labor Open 6.5 $715.00 Dec 30, 7:19 PM
WL-03050363 Expenses Open 1 $0.00 Dec 30, 7:20 PM
WL-03050364 Expenses Open 1 $0.00 Dec 30, 7:20 PM
WL-03050366 Travel Open 285 $0.00 Dec 30, 7:24 PM
WL-03050367 Travel Open 285 $0.00 Dec 30, 7:24 PM
WL-03051524 Labor Open 0.75 $82.50 Dec 31, 12:02 PM
WL-03052002 Labor Open 2.75 $302.50 Dec 31, 7:58 PM
WL-03052003 Labor Open 5 $550.00 Dec 31, 7:58 PM

Details