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WO-01328004 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 VA Des Moines — 3600 30th St, Des Moines IA, 50310

Dec 24, 2025 → Jan 14, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 14, 2026
✓ SLA Met
Active: 13 biz days
🕐 Clock stopped: Completed (Jan 14, 2026)
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Dec 26, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 26 → Jan 14, 2026
12 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 13 of ? biz days used
Created: Dec 24, 2025 Completed: Jan 14, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0
Dec 24 → Dec 26 Ready for Scheduling ▶ Running 1 1
Dec 26 → Dec 26 Assigned ▶ Running 0 1
Dec 26 → Jan 14 Scheduled ▶ Running 12 13
Jan 14 → Jan 14 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 15.0d
Field Work 1.0d
Billing 0.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.0 days
Over SLA
Field Work
1.0 days
Billing
0.2 days
Created: Dec 24, 2025 Due: Jan 14, 2026 Completed: Jan 14, 2026 (on time)
📅
14.0 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
13.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553979
Dispatch Request for Midmark Delivery: Des Moines VA-647-MDS-8690130 8690168
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 1/14/2026 Delivery Time: 0830 Time Technician needs to arrive at location: 0800 Estimated Time on Site (hours): 2 Product: (1) 647-001, (1) 002-1119-855 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 Customer Name: Des Moines VA Customer POC: Howard Burnett- 515-699-5999 ext 2-4270 Bruce Hancock- 515-699-5999 ext 2-1441 Customer POC Email: Howard.Burnett@va.gov Bruce.Hancock@va.gov Customer Street: 3600 30th Street Des Moines, Iowa 50310 Please reach out to me with any further questions.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Howard Burnett
Owner
Sherry Reich
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01328004 (current) Invoiced
Delivery • Thomas J Langenberg Jr
Created: Dec 24, 2025 • Closed: Jan 14, 2026
Completed with significant delays
Invoiced • 70 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 13.3 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
13.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Billing Review
0.2d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16/26 NSuarez chattered tech and supervisor.

12/24/25 AJinerson - Discussed w/ ASC KKelch who is checking with closest tech to see if available to cover this on 1/14.

(Tech is currently on PTO so we may not get response until 12/29)

12/24/25 AJinerson - Checking w/ FOM DC to confirm which FSE to use. Closest tech is 3.5 hours/217 miles 1 way.

🔧 Work Performed
installed and function tested one exam chair
🔍 Technician Findings
midmark to deliver 1 chair
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 1/14/2026 Delivery Time: 0830 Time Technician needs to arrive at location: 0800 Estimated Time on Site (hours): 2 Product: (1) 647-001, (1) 002-1119-855 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 Customer Name: Des Moines VA Customer POC: Howard Burnett- 515-699-5999 ext 2-4270 Bruce Hancock- 515-699-5999 ext 2-1441 Customer POC Email: Howard.Burnett@va.gov Bruce.Hancock@va.gov Customer Street: 3600 30th Street Des Moines, Iowa 50310 Please reach out to me with any further questions.

Timeline

📞
Case Linked Dec 23, 3:56 PM
Case Number: 00553979
Subject: Dispatch Request for Midmark Delivery: Des Moines VA-647-MDS-8690130 8690168
Status: Closed
📋
▶
2 Work Order Created Dec 24, 9:55 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Dec 26, 9:06 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 23h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-14T14:30:00.000+0000
💵
2x Expenses Added Dec 26, 9:51 AM
Type: Expenses
Status: Open
Qty: 1
🚨 13.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Jan 14, 8:47 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 23h
⏱️
▶
2 4x Labor Added Jan 14, 10:07 AM
4x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site
To: Completed
Duration in Previous: 1h 21m
⏱️
▶
2 Labor Added Jan 14, 4:44 PM
Labor Added → Status: Closed
🏁
Status: Closed by Thomas Langenberg
From: Completed
To: Closed
Duration in Previous: 6h 35m
⏳ 2.9 business days
💵
Status: Billing Review by Nancy Suarez Jan 16, 3:20 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 22h
📄
▶
2 Status: Ready to Bill Jan 16, 5:13 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created Jan 17, 10:19 AM
Invoice Number: SM-251585

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00553979
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Jan 14, 9:30 AM
Created
Dec 24, 9:55 AM
Invoice #
SM-251585

Work Details (7)

Name Type Status Qty Amount Date
WL-03047792 Expenses Open 1 $0.00 Dec 26, 9:51 AM
WL-03047793 Expenses Open 1 $123.95 Dec 26, 9:51 AM
WL-03064440 Labor Open 0.41666666666667 $660.00 Jan 14, 10:07 AM
WL-03064441 Labor Open 1.5 $165.00 Jan 14, 10:07 AM
WL-03064442 Travel Open 3 $0.00 Jan 14, 10:07 AM
WL-03064443 Expenses Open 1 $0.00 Jan 14, 10:07 AM
WL-03065141 Labor Open 0.48333333333333 $0.00 Jan 14, 4:44 PM

Details