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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338245 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Foot and Ankle Specialists of AZ — 13907 West Camino Del Sol Ste 101, Sun City West AZ, 85375

Jan 16, 2026 → Jan 28, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 28, 2026
✗ SLA Missed (1 biz days late)
Active: 8 biz days
🕐 Clock stopped: Completed (Jan 29, 2026)
▶ Clock Running
Status: Created
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 28, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 8 of ? biz days used
Created: Jan 16, 2026 Completed: Jan 29, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 16 → Jan 16 Created ▶ Running 0 0
Jan 16 → Jan 16 Ready for Scheduling ▶ Running 0 0
Jan 16 → Jan 16 Assigned ▶ Running 0 0
Jan 16 → Jan 28 Scheduled ▶ Running 7 7
Jan 28 → Jan 29 Tech On Site ▶ Running 1 8
Dispatch 0.0d
Coordinators 8.0d
Field Work 0.7d
Billing 1.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.0 days
Over SLA
Field Work
0.7 days
Billing
1.5 days
Over SLA
Created: Jan 16, 2026 Due: Jan 28, 2026 Completed: Jan 29, 2026 (on time)
📅
8.4 days Total Age
⏱️
7.8d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
6.3d 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

Open in Salesforce →
🎫
Case #00559622
Dispatch Request for Midmark Delivery - [Foot and Ankle Specialists-MDS-8690874-Equipment]
Closed
Request Type: delivery and Installation Date of Delivery: 01/28/26 Delivery Time: 4:00PM Time Technician needs to arrive at location: 3:30PM Estimated Time on Site (hours): 4 Product: (2) 002-1119-848, (2) 647-001 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: Foot and Ankle Specialists of AZ Customer POC: Sean Brown / 512-993-1974 / Sean.Brown@footandanklearizona.com Customer Address: 13907 West Camino Del Sol Ste 101 Sun City West, Arizona 85375 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nelson Smith
Owner
Erin Martin
Created
Jan 15, 2026
Work Orders from this Case (1)
WO-01338245 (current) Invoiced
Delivery • Andrew Przybyla
Created: Jan 16, 2026 • Closed: Jan 28, 2026
Completed with minor delays
Invoiced • 47 days old
🚨
Primary Delay 7.8 days stuck in "Scheduled"
⏱️
Total Delay 6.3 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
0.1d / 1.0d SLA
Scheduled
7.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Tech was shown the site and the two rooms that the chairs were going into. After chairs were delivered tech showed the staff how the chair operate. Chairs were then cleaned.
🔍 Technician Findings
Tech arrived on site and helped with the delivery and setup of two 647-001 chairs.
⚠️ Problem Description
Request Type: delivery and Installation Date of Delivery: 01/28/26 Delivery Time: 4:00PM Time Technician needs to arrive at location: 3:30PM Estimated Time on Site (hours): 4 Product: (2) 002-1119-848, (2) 647-001 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: Foot and Ankle Specialists of AZ Customer POC: Sean Brown / 512-993-1974 / Sean.Brown@footandanklearizona.com Customer Address: 13907 West Camino Del Sol Ste 101 Sun City West, Arizona 85375 United States

Timeline

📞
Case Linked Jan 15, 7:02 PM
Case Number: 00559622
Subject: Dispatch Request for Midmark Delivery - [Foot and Ankle Specialists-MDS-8690874-Equipment]
Status: Closed
📋
▶
2 Work Order Created Jan 16, 11:19 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
3 Technician Assigned Jan 16, 12:27 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 4m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-28T18:30:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Jan 19, 10:44 AM
Scheduled For: 2026-01-28T22:30:00.000+0000
⚠️ 7.0 business days
🔧
▶
2 Status: Tech On Site Jan 28, 5:30 PM
Status: Tech On Site → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 90
⏱️
▶
2 3x Labor Added Jan 28, 10:54 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 24m, 0m
📄
Status: Ready to Bill by Nancy Suarez Jan 29, 3:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 6m
📨
▶
2 Status: Invoice Pending Jan 30, 12:02 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Jan 30, 6:10 PM
Invoice Number: SM-252677

Bottlenecks

Scheduled
Duration: 7.8 business days (threshold: 2.0 business days)
Exceeded by 5.8 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00559622
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Jan 28, 5:30 PM
Created
Jan 16, 11:19 AM
Invoice #
SM-252677

Work Details (4)

Name Type Status Qty Amount Date
WL-03082271 Travel Open 90 $0.00 Jan 28, 5:31 PM
WL-03082820 Labor Open 3 $330.00 Jan 28, 10:54 PM
WL-03082821 Labor Open 2 $0.00 Jan 28, 10:54 PM
WL-03082822 Expenses Open 1 $0.00 Jan 28, 10:54 PM

Details