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WO-01339344 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 UWMC Med Outpatient Ctr — 10330 Meridian Ave N Ste 350, Seattle, WA, 98133

Jan 22, 2026 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 13, 2026
✓ SLA Met
Active: 16 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Jan 22 → Feb 13, 2026
16 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 16 of ? biz days used
Created: Jan 22, 2026 Completed: Feb 13, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 0
Jan 22 → Jan 22 Assigned ▶ Running 0 0
Jan 22 → Feb 13 Scheduled ▶ Running 16 16
Feb 13 → Feb 13 Tech On Site ▶ Running 0 16
Dispatch 0.0d
Coordinators 16.8d
Field Work 0.7d
Billing 1.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.8 days
Over SLA
Field Work
0.7 days
Billing
1.3 days
Over SLA
Created: Jan 22, 2026 Due: Feb 13, 2026 Completed: Feb 13, 2026 (on time)
📅
16.9 days Total Age
⏱️
16.1d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
15.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561186
Dispatch Request for Midmark Delivery - Northwest Hospital in Seattle WA SO 8695540 Installing 10FEB2026
Closed
Request Type: Medical Equipment Delivery Date of Delivery: 02/10/2026 Tuesday February 10th. Install Time: Be on site 8:30 am. Time Technician needs to arrive at location: 8 am Estimated Time on Site (hours): 5 Hours Product: 253 LED light kits to attach to MIdmark exam chairs model 225 qty 8. The exam chairs are already on site. EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms each of the 8 exam chairs are to be updated with the LED light. You will remove exam chair cladding and install on Patient Right unless customer has a preference. Fill our Serial Number Tracking for the exam chair and the LED Light kit. Fill out the Proof of Delivery (POI), and get signature when completed. See attached POI form. Email POI form back to smcgill@midmark.com and cc: MDSLogistics@midmark.com Customer Name: Northwest Hospital Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 10330 Meridian Ave N, Suite 350 Customer City, State, Zip: Seattle, WA. 98133-9451 Northwest Hospital 10330 Meridian Ave N Ste 350 Seattle, WA, 98133-9451, Please reach out to me with any further questions.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve McGill
Owner
Shelby Robinson
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339344 (current) Invoiced
Delivery • Tim Holman
Created: Jan 22, 2026 • Closed: Feb 13, 2026
Completed with significant delays
Invoiced • 41 days old
🚨
Primary Delay 16.1 days stuck in "Scheduled"
⏱️
Total Delay 15.4 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
0.7d / 1.0d SLA
Scheduled
16.1d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18/26 RBerry- Updated due date based on email in case from Steve McGill/Midmark.

🔧 Work Performed
Deliver and install 8 LED lights in exam rooms, test with success, show staff results. Compile SN's.
🔍 Technician Findings
Deliver and in install LED lights
⚠️ Problem Description
Request Type: Medical Equipment Delivery Date of Delivery: 02/10/2026 Tuesday February 10th. Install Time: Be on site 8:30 am. Time Technician needs to arrive at location: 8 am Estimated Time on Site (hours): 5 Hours Product: 253 LED light kits to attach to MIdmark exam chairs model 225 qty 8. The exam chairs are already on site. EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms each of the 8 exam chairs are to be updated with the LED light. You will remove exam chair cladding and install on Patient Right unless customer has a preference. Fill our Serial Number Tracking for the exam chair and the LED Light kit. Fill out the Proof of Delivery (POI), and get signature when completed. See attached POI form. Email POI form back to smcgill@midmark.com and cc: MDSLogistics@midmark.com Customer Name: Northwest Hospital Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 10330 Meridian Ave N, Suite 350 Customer City, State, Zip: Seattle, WA. 98133-9451 Northwest Hospital 10330 Meridian Ave N Ste 350 Seattle, WA, 98133-9451, Please reach out to me with any further questions.

Timeline

📞
Case Linked Jan 21, 9:39 PM
Case Number: 00561186
Subject: Dispatch Request for Midmark Delivery - Northwest Hospital in Seattle WA SO 8695540 Installing 10FEB2026
Status: Closed
📋
Work Order Created Jan 22, 12:06 PM
Work Order: WO-01339344
Type: Delivery
Priority: PC
📅
Status: Ready for Scheduling by Shelby Robinson Jan 22, 12:17 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 11m
👷
▶
3 Status: Assigned Jan 22, 5:56 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-10T16:00:00.000+0000
🚨 14.8 business days
📅
Dispatch Scheduled by Michael Burris Feb 11, 12:20 PM
Scheduled For: 2026-02-13T16:00:00.000+0000
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Feb 13, 12:45 PM
Status: Tech On Site → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 3, 30
💵
Expenses Added Feb 13, 2:22 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Tim Holman Feb 13, 6:33 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 48m, 0m
⏳ 2.7 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 4:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 22h
📨
▶
3 Status: Invoice Pending Feb 19, 12:32 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254377

Bottlenecks

Scheduled
Duration: 16.1 business days (threshold: 2.0 business days)
Exceeded by 14.1 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

📞
Case 00561186
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 13, 11:00 AM
Created
Jan 22, 12:06 PM
Invoice #
SM-254377

Work Details (6)

Name Type Status Qty Amount Date
WL-03105063 Labor Open 1.5 $0.00 Feb 13, 12:49 PM
WL-03105064 Labor Open 3 $330.00 Feb 13, 12:49 PM
WL-03105065 Labor Open 1.5 $0.00 Feb 13, 12:49 PM
WL-03105066 Travel Open 30 $110.00 Feb 13, 12:49 PM
WL-03105067 Travel Open 30 $0.00 Feb 13, 12:49 PM
WL-03105278 Expenses Open 1 $0.00 Feb 13, 2:22 PM

Details