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← WO Overview

WO-01340039 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Cheyenne Health and Wellness Center — 506 West 17th Street, Cheyenne WY, 82001

Jan 27, 2026 → Feb 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 7, 2026
✗ SLA Missed
Active: 8 biz days
🕐 Clock stopped: Completed (Feb 8, 2026)
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 1 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 6, 2026
7 business days (counted)
Running total: 8 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 8, 2026
0 business days (counted)
Running total: 8 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 8, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0
Jan 27 → Jan 28 Ready for Scheduling ▶ Running 1 1
Jan 28 → Jan 28 Assigned ▶ Running 0 1
Jan 28 → Feb 6 Scheduled ▶ Running 7 8
Feb 6 → Feb 8 Tech On Site ▶ Running 0 8
Dispatch 0.0d
Coordinators 9.5d
Field Work 1.0d
Billing 14.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
9.5 days
Over SLA
Field Work
1.0 days
Billing
14.8 days
Over SLA
Created: Jan 27, 2026 Due: Feb 7, 2026 Completed: Feb 8, 2026 (on time)
📅
9.0 days Total Age
⏱️
11.6d in Billing Review Longest Stage
🔄
12 transitions Status Changes
⚠️
18.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Darrell Hendrix — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 5, 2026
Visit 2 Feb 6, 2026
Visit 3 Feb 7, 2026
Visit 4 Feb 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562372
Dispatch Request for Midmark Delivery - Phase 2 [Healthworks - Cheyenne - MDS 8686146 equipment - systems integration]
Closed
I was just informed that the original tech for this dispatch is no longer with EMSAR. This is the second phase of a delivery and systems integration project. Please see the following technician request details for Midmark delivery and equipment installation. Request Type: delivery and systems Installation Date of Delivery: 02/06/26 Delivery Time: 9:30-10AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 16 Product: 4-000-0624 – IQvitals Zone Non-Wireless with Masimo SpO2 — Qty: 16 2-200-0086 – Integrated Wall Mount, Assembly — Qty: 16 002-10064-00 – 626 Table Connectivity Kit — Qty: 16 2-200-0074 – Kit, Dual Cart Mounted Storage Bin — Qty: 22 X-095-12-006-166 – Wallboard (for EN200/Tip-Dispenser) — Qty: 16 B-000-11-149-166 – AllSpec Tip Dispenser / White — Qty: 16 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: HealthWorks (AKA Cheyenne Health and Wellness Center) Customer POC: Diane Bird / dbird@wyhealthworks.org / 307 222 1808 Daniel Rivard 307-222-1808 Customer Address: 506 West 17th Street Cheyenne, Wyoming 82001 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Diane Bird
Owner
Sherry Reich
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340039 (current) Invoiced
Delivery • Darrell Hendrix
Created: Jan 27, 2026 • Closed: Feb 8, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 11.6 days stuck in "Billing Review"
⏱️
Total Delay 18.7 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
7.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
13.2d / 2.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 RBerry- Updated due based on PD stating delivery is 2/6 but time on site is 16 hours.


2/11/2026 NSuarez BR need to know if the second tech was approved by Midmark zone 4, and who was the original tech that was requested just in case the second was not approved so we can charge for travel accurately.

2/7/2026 DCH I have to keep work order open to place my travel and timer on work orderback to Oklahoma from Wyoming

🔧 Work Performed
2/5/2026 travel by plane to Wyoming 2/6/2026 I arrived on location at 8:00 am I hten meet with Tracy and then meet up with Diane Bird we then went over what here needs are. Meet with Rob and Oscar another 3rd party for installation. I hten over see the project and helping with installation of equipment and inventory of all equipment delivered and figure out how to run 626 with intergrated system. 2/7/2026 I arrived on location and meet with Diane Bird I then finshed up function testing and setting up unit for the integrated system there was a total of 5 room that could not get done there where no cat 5 outlets and two where not talking thing issue with the install of the cat 5 jacks. All units were function tested and fund no repairs needed to the unit that was on site. Note that there where EN200 system that was installed prior to me entering this project so the serial number could into be got serial number was on back side of unit and units was already installed. Did communicated to Nelson Smith on both days of progress of the job. All unit are in service.
🔍 Technician Findings
Delivery of smart boards and installation of EN 200 and linking up model 626 to for weight on intergrated system
⚠️ Problem Description
I was just informed that the original tech for this dispatch is no longer with EMSAR. This is the second phase of a delivery and systems integration project. Please see the following technician request details for Midmark delivery and equipment installation. Request Type: delivery and systems Installation Date of Delivery: 02/06/26 Delivery Time: 9:30-10AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 16 Product: 4-000-0624 – IQvitals Zone Non-Wireless with Masimo SpO2 — Qty: 16 2-200-0086 – Integrated Wall Mount, Assembly — Qty: 16 002-10064-00 – 626 Table Connectivity Kit — Qty: 16 2-200-0074 – Kit, Dual Cart Mounted Storage Bin — Qty: 22 X-095-12-006-166 – Wallboard (for EN200/Tip-Dispenser) — Qty: 16 B-000-11-149-166 – AllSpec Tip Dispenser / White — Qty: 16 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: HealthWorks (AKA Cheyenne Health and Wellness Center) Customer POC: Diane Bird / dbird@wyhealthworks.org / 307 222 1808 Daniel Rivard 307-222-1808 Customer Address: 506 West 17th Street Cheyenne, Wyoming 82001 United States

Timeline

📞
Case Linked Jan 27, 10:07 AM
Case Number: 00562372
Subject: Dispatch Request for Midmark Delivery - Phase 2 [Healthworks - Cheyenne - MDS 8686146 equipment - systems integration]
Status: Closed
📋
2 Work Order Created Jan 27, 10:48 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 Jan 28, 2:36 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 3h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-06T14:00:00.000+0000
💵
3x Expenses Added Jan 28, 4:33 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.9 business days
⏱️
3x Labor Added Feb 5, 5:43 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 8, 716
💵
Expenses Added Feb 5, 8:23 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Darrell Hendrix Feb 6, 10:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 19h
⏱️
6x Labor Added Feb 6, 9:06 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 10.5
⏱️
6x Labor Added Feb 7, 4:51 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 6.5, 1
✔️
2 Status: Completed Feb 7, 7:56 PM
Status: Completed → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Feb 8, 3:06 PM
Type: Labor, Expenses
Status: Open
Qty: 9.75, 1
🏁
Status: Closed by Darrell Hendrix Feb 8, 4:39 PM
From: Completed
To: Closed
Duration in Previous: 20h 42m
3.0 business days
💵
Status: Billing Review by Nancy Suarez Feb 11, 2:18 PM
From: Closed
To: Billing Review
Duration in Previous: 2d 21h
🚨 12.0 business days
📄
Status: Ready to Bill by Jennifer Johnson Feb 27, 2:27 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 16d 0h
2.0 business days
💵
Status: Billing Review by Nancy Suarez Mar 2, 2:17 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 2d 23h
2.0 business days
📄
2 Status: Ready to Bill Mar 3, 4:48 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💵
3 Status: Billing Review Mar 3, 5:05 PM
Status: Billing Review → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Billing Review
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created
Invoice Number: SM-255497

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 7.5 business days (threshold: 2.0 business days)
Exceeded by 5.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 11.6 business days (threshold: 2.0 business days)
Exceeded by 9.6 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours

🔗 Related Artifacts

📞
Case 00562372
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Darrell Hendrix
Scheduled
Feb 6, 9:00 AM
Created
Jan 27, 10:48 AM
Invoice #
SM-255497

Work Details (23)

Name Type Status Qty Amount Date
WL-03082138 Expenses Open 1 $627.41 Jan 28, 4:33 PM
WL-03082139 Expenses Open 1 $0.00 Jan 28, 4:33 PM
WL-03082140 Expenses Open 1 $459.91 Jan 28, 4:33 PM
WL-03093948 Labor Open 8 $480.00 Feb 5, 5:43 PM
WL-03093949 Travel Open 716 $0.00 Feb 5, 5:43 PM
WL-03093950 Expenses Open 1 $0.00 Feb 5, 5:43 PM
WL-03094221 Expenses Open 1 $0.00 Feb 5, 8:23 PM
WL-03096227 Labor Open 0.5 $55.00 Feb 6, 9:06 PM
WL-03096228 Labor Open 10.5 $1,155.00 Feb 6, 9:06 PM
WL-03096229 Labor Open 0.5 $55.00 Feb 6, 9:06 PM
WL-03096230 Travel Open 5 $0.00 Feb 6, 9:06 PM
WL-03096231 Travel Open 5 $0.00 Feb 6, 9:06 PM
WL-03096232 Expenses Open 1 $0.00 Feb 6, 9:06 PM
WL-03096691 Labor Open 0.5 $55.00 Feb 7, 4:51 PM
WL-03096692 Labor Open 6.5 $715.00 Feb 7, 4:51 PM
WL-03096693 Labor Open 0.5 $55.00 Feb 7, 4:51 PM
WL-03096694 Travel Open 5 $0.00 Feb 7, 4:51 PM
WL-03096695 Travel Open 5 $0.00 Feb 7, 4:51 PM
WL-03096696 Expenses Open 1 $0.00 Feb 7, 4:51 PM
WL-03096755 Expenses Open 1 $0.00 Feb 7, 7:59 PM
WL-03096917 Labor Open 9.75 $585.00 Feb 8, 3:06 PM
WL-03096918 Expenses Open 1 $0.00 Feb 8, 3:06 PM
WL-03096919 Expenses Open 1 $0.00 Feb 8, 3:06 PM

Details