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WO-01339351 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 UC Davis Health System — 4868 X St, 48X Surgery Center, Sacramento CA, 95817-2205

Jan 22, 2026 → Feb 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 5, 2026
✓ SLA Met
Active: 10 biz days
🕐 Clock stopped: Completed (Feb 5, 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
10d
▶ Clock Running
Status: Scheduled
Jan 22 → Feb 5, 2026
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 10 of ? biz days used
Created: Jan 22, 2026 Completed: Feb 5, 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 5 Scheduled ▶ Running 10 10
Feb 5 → Feb 5 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 10.8d
Field Work 1.2d
Billing 1.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.8 days
Over SLA
Field Work
1.2 days
Billing
1.9 days
Over SLA
Created: Jan 22, 2026 Due: Feb 5, 2026 Completed: Feb 6, 2026 (on time)
📅
11.0 days Total Age
⏱️
10.2d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
12.2d 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 #00561211
Dispatch Request for Midmark Delivery - UC Davis Health System SO 8692206 delivering 05FEB2026
Closed
Request Type: Medical Equipment Delivery Date of Delivery: 02/05/2026 Thursday February 5th Delivery Time: 8:30 to 9 a.m. Time Technician needs to arrive at location: 8 am. Estimated Time on Site (hours): 3 Product: 626 qty 1 with articulating knee crutches. 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 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: UC Davis Health System Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 4868 X Street, 48 X Surgery Ctr. Customer City, State, Zip: Sacramento, CA 95817
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve McGill
Owner
Erin Martin
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339351 (current) Invoiced
Delivery • Angel Rios
Created: Jan 22, 2026 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 41 days old
🚨
Primary Delay 10.2 days stuck in "Scheduled"
⏱️
Total Delay 12.2 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
0.6d / 1.0d SLA
Scheduled
10.2d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-22 Mburris added tech and added to cal per Midmark Steve M

🔧 Work Performed
Led the crew to the designated location for the exam chair. Performed a functional test of the exam chair. adjusted leveling feet and confirmed it is operating properly. The drawer is damaged and does not close properly. Contacted Midmark Technical Support to open a service request for the drawer issue. Installed articulating knee crutches on the exam chair and wiped down the chair. POA (Matt) requested installation of an exam light on this chair and installation of an additional exam light on a separate chair.
🔍 Technician Findings
Arrived on site at 8:00 a.m. and met with POA. Reviewed the designated location for the exam chair. Delivery crew arrived at 9:30am
⚠️ Problem Description
Request Type: Medical Equipment Delivery Date of Delivery: 02/05/2026 Thursday February 5th Delivery Time: 8:30 to 9 a.m. Time Technician needs to arrive at location: 8 am. Estimated Time on Site (hours): 3 Product: 626 qty 1 with articulating knee crutches. 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 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: UC Davis Health System Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 4868 X Street, 48 X Surgery Ctr. Customer City, State, Zip: Sacramento, CA 95817

Timeline

📞
Case Linked Jan 22, 2:27 AM
Case Number: 00561211
Subject: Dispatch Request for Midmark Delivery - UC Davis Health System SO 8692206 delivering 05FEB2026
Status: Closed
📋
▶
2 Work Order Created Jan 22, 12:43 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Technician Assigned Jan 22, 5:16 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 4h 28m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-05T16:00:00.000+0000
🚨 10.8 business days
🔧
Status: Tech On Site by Angel Rios Feb 5, 11:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 17h
⏱️
3x Labor Added Feb 5, 3:29 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.5, 16
⏱️
Labor Added Feb 5, 4:20 PM
Type: Labor
Status: Open
Qty: 4
✔️
Status: Completed by Angel Rios Feb 5, 4:29 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 27m
⏱️
▶
2 2x Labor Added Feb 5, 8:33 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 4h 4m
⏳ 4.4 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 11, 11:29 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 14h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Feb 12, 1:37 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-253716

Bottlenecks

Scheduled
Duration: 10.2 business days (threshold: 2.0 business days)
Exceeded by 8.2 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.5 business hours

🔗 Related Artifacts

📞
Case 00561211
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Angel Rios
Scheduled
Feb 5, 11:00 AM
Created
Jan 22, 12:43 PM
Invoice #
SM-253716

Work Details (6)

Name Type Status Qty Amount Date
WL-03093599 Labor Open 0.75 $0.00 Feb 5, 3:29 PM
WL-03093600 Labor Open 1.5 $165.00 Feb 5, 3:29 PM
WL-03093601 Travel Open 16 $110.00 Feb 5, 3:29 PM
WL-03093744 Labor Open 4 $440.00 Feb 5, 4:20 PM
WL-03094222 Labor Open 0.75 $0.00 Feb 5, 8:33 PM
WL-03094223 Travel Open 16 $0.00 Feb 5, 8:33 PM

Details