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WO-01339600 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Choctaw Nation of Oklahoma — 109 Kerr Ave, Poteau OK, 74953

Jan 23, 2026 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✓ SLA Met
Active: 10 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 23 → Jan 28, 2026
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Tech - Parts On Order
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 3 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 6, 2026
7 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 10 of ? biz days used
Created: Jan 23, 2026 Completed: Feb 6, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 23 → Jan 23 Created ▶ Running 0 0
Jan 23 → Jan 23 Ready for Scheduling ▶ Running 0 0
Jan 23 → Jan 23 Assigned ▶ Running 0 0
Jan 23 → Jan 28 Scheduled ▶ Running 3 3
Jan 28 → Jan 28 Tech - Parts On Order ▶ Running 0 3
Jan 28 → Jan 28 Entered ▶ Running 0 3
Jan 28 → Jan 28 Assigned ▶ Running 0 3
Jan 28 → Feb 6 Scheduled ▶ Running 7 10
Feb 6 → Feb 6 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 11.1d
Field Work 0.3d
Billing 1.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.1 days
Over SLA
Field Work
0.3 days
Billing
1.8 days
Over SLA
Created: Jan 23, 2026 Due: Feb 6, 2026 Completed: Feb 6, 2026 (on time)
📅
10.6 days Total Age
⏱️
7.6d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
10.6d 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 #00561732
Dispatch Request for Midmark Delivery - [Procedure Chair Choctaw Nation x 1 Poteau - MDS - 8695860 - Equip]
Closed
Please see the following technician request details for Midmark delivery and equipment installation. Request Type: delivery and Installation Date of Delivery: 02/06/26 Delivery Time: 10AM Time Technician needs to arrive at location: 9:30AM Estimated Time on Site (hours): 3 Product: (1) 626-005, (1) 002-2015-861 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: Choctaw Nation of Oklahoma Customer POC: Matthew Akers 580-775-2045 mdakers@cnhsa.com Customer Address: 109 Kerr Avenue Poteau, Oklahoma 74953 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matthew Akers
Owner
Sherry Reich
Created
Jan 23, 2026
Work Orders from this Case (1)
WO-01339600 (current) Invoiced
Delivery • Christopher Womack
Created: Jan 23, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 40 days old
🚨
Primary Delay 7.6 days stuck in "Scheduled"
⏱️
Total Delay 10.6 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
0.0d / 1.0d SLA
Scheduled
11.1d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
3.8d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
On the 626, I arrived at 9am. I located the room and building that the chair is to be installed in. I then talked with the contact, and he showed me where to park the truck and which door to use for the chair to be moved into the building. The contact at the facility moved the current chair that was in the room to storage, and we cleaned the floor to make a nice area for the new table. THE delivery company showed had called at 9:56 am and notified me of their arrive of 10:30am. The crew showed up at 10:34. They parked the truck and unloaded the table. the delivery crew moved the new table into the room and set up the table. We made sure the table was leveled and all was in good working order. I function checked the table and all passed. I put the table into service.
🔍 Technician Findings
Install of one 626-005 in the Employee Health Clinic room 03.
⚠️ Problem Description
Please see the following technician request details for Midmark delivery and equipment installation. Request Type: delivery and Installation Date of Delivery: 02/06/26 Delivery Time: 10AM Time Technician needs to arrive at location: 9:30AM Estimated Time on Site (hours): 3 Product: (1) 626-005, (1) 002-2015-861 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: Choctaw Nation of Oklahoma Customer POC: Matthew Akers 580-775-2045 mdakers@cnhsa.com Customer Address: 109 Kerr Avenue Poteau, Oklahoma 74953 United States

Timeline

📞
Case Linked Jan 23, 1:03 PM
Case Number: 00561732
Subject: Dispatch Request for Midmark Delivery - [Procedure Chair Choctaw Nation x 1 Poteau - MDS - 8695860 - Equip]
Status: Closed
📋
2 Work Order Created Jan 23, 2:33 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
3 Technician Assigned Jan 23, 2:48 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 14m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-06T15:30:00.000+0000
4.0 business days
📦
3 Status: Tech - Parts On Order Jan 28, 2:34 PM
Status: Tech - Parts On Order → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-06T15:30:00.000+0000
⚠️ 6.0 business days
💵
2x Expenses Added Feb 4, 1:11 PM
Type: Expenses
Status: Open
Qty: 1
3.0 business days
🔧
Status: Tech On Site by Christopher Womack Feb 6, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 19h
⏱️
5x Labor Added Feb 6, 11:15 AM
Type: Labor, Travel
Status: Open
Qty: 4.5, 0.5, 3, 7, 226
✔️
Status: Completed by Christopher Womack Feb 6, 12:48 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 39m, 0m
4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 11, 12:50 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 0h
2.0 business days
📨
3 Status: Invoice Pending Feb 12, 1:16 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-253704

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Scheduled
Duration: 7.6 business days (threshold: 2.0 business days)
Exceeded by 5.6 business days
Closed
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00561732
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Christopher Womack
Scheduled
Feb 6, 10:30 AM
Created
Jan 23, 2:33 PM
Invoice #
SM-253704

Work Details (7)

Name Type Status Qty Amount Date
WL-03091278 Expenses Open 1 $0.00 Feb 4, 1:11 PM
WL-03091279 Expenses Open 1 $129.78 Feb 4, 1:11 PM
WL-03095120 Labor Open 4.5 $495.00 Feb 6, 11:15 AM
WL-03095121 Labor Open 0.5 $55.00 Feb 6, 11:15 AM
WL-03095122 Labor Open 3 $330.00 Feb 6, 11:15 AM
WL-03095123 Travel Open 7 $0.00 Feb 6, 11:15 AM
WL-03095124 Travel Open 226 $0.00 Feb 6, 11:15 AM

Details