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WO-01351532 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 HCA Houston Healthcare Physicians — 500 Medical Center Boulevard, Webster TX, 77598

Feb 13, 2026 → Mar 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 2, 2026
✓ SLA Met
Active: 10 biz days
🕐 Clock stopped: Tech Off Site (Mar 2, 2026)
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Feb 13 → Mar 2, 2026
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Entered
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 10 of ? biz days used
Created: Feb 13, 2026 Tech Off Site: Mar 2, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0
Feb 13 → Feb 13 Assigned ▶ Running 0 0
Feb 13 → Mar 2 Scheduled ▶ Running 10 10
Mar 2 → Mar 2 Entered ▶ Running 0 10
Mar 2 → Mar 2 Assigned ▶ Running 0 10
Mar 2 → Mar 2 Scheduled ▶ Running 0 10
Mar 2 → Mar 2 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 11.3d
Field Work 0.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.3 days
Over SLA
Field Work
0.9 days
Created: Feb 13, 2026 Due: Mar 2, 2026 Completed: Mar 2, 2026 (on time)
📅
11.0 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
9.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00567953
Dispatch Request for Midmark Delivery - [HCA Houston Healthcare - MDS- 8701208 - Equipment]
Closed
Please see the following technician request details for Midmark delivery and equipment installation. Request Type: delivery and Installation Date of Delivery: 03/02/26 Delivery Time: 8:30-9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 5 Product: (2) 647-001, (2) 002-1119-851, (2) 9A205003, (2) 253-015 Delivery Notes: I will be performing a site survey with delivery route, pictures and instructions. Notes from customer : There is an elevator, but it is not a freight elevator, to the third floor. Another option is we have a fright elevator at our hospital to a second floor skybridge that connects to the office building to reduce one flight of stairs. If your delivery team would like to come out to look at the delivery routes prior to put together a plan, we can accommodate. 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: HCA Houston Healthcare Physicians Customer POC: Shelby DeRose (702) 726-0603 Shelby.DeRose@HCAhealthcare.com Customer Address: 500 Medical Center Boulevard Webster, Texas 77598 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shelby DeRose
Owner
Sherry Reich
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351532 (current) Closed
Delivery • Arturo Diaz
Created: Feb 13, 2026 • Closed: Mar 2, 2026
Completed with minor delays
Closed • 19 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 9.0 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
11.2d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Performed installation check list items Confirmed proper functionality Confirmed no damage
🔍 Technician Findings
equipment delivered and installed
⚠️ Problem Description
Please see the following technician request details for Midmark delivery and equipment installation. Request Type: delivery and Installation Date of Delivery: 03/02/26 Delivery Time: 8:30-9AM Time Technician needs to arrive at location: 8AM Estimated Time on Site (hours): 5 Product: (2) 647-001, (2) 002-1119-851, (2) 9A205003, (2) 253-015 Delivery Notes: I will be performing a site survey with delivery route, pictures and instructions. Notes from customer : There is an elevator, but it is not a freight elevator, to the third floor. Another option is we have a fright elevator at our hospital to a second floor skybridge that connects to the office building to reduce one flight of stairs. If your delivery team would like to come out to look at the delivery routes prior to put together a plan, we can accommodate. 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: HCA Houston Healthcare Physicians Customer POC: Shelby DeRose (702) 726-0603 Shelby.DeRose@HCAhealthcare.com Customer Address: 500 Medical Center Boulevard Webster, Texas 77598 United States

Timeline

📞
Case Linked Feb 12, 1:39 PM
Case Number: 00567953
Subject: Dispatch Request for Midmark Delivery - [HCA Houston Healthcare - MDS- 8701208 - Equipment]
Status: Closed
📋
2 Work Order Created Feb 13, 8:34 AM
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 Feb 13, 9:06 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 31m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T14:00:00.000+0000
🚨 11.0 business days
🆕
3 Status: Entered Mar 2, 8:54 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T14:00:00.000+0000
🔧
2 Status: Tech On Site Mar 2, 10:52 AM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.5
🚗
2 Status: Tech Off Site Mar 2, 5:47 PM
Status: Tech Off Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 50, 40
✔️
2 Status: Completed Mar 2, 5:55 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Arturo Diaz
From: Completed
To: Closed
Duration in Previous: 2m

Bottlenecks

Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days

🔗 Related Artifacts

📞
Case 00567953
Closed

ℹ️ Work Order Details

Status
Closed
Priority
PC
Type
Delivery
Branch
N/A
Technician
Arturo Diaz
Scheduled
Mar 2, 9:00 AM
Created
Feb 13, 8:34 AM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03125941 Labor Open 2.5 $275.00 Mar 2, 10:53 AM
WL-03126816 Labor Open 1.5 $165.00 Mar 2, 5:52 PM
WL-03126817 Labor Open 1 $110.00 Mar 2, 5:52 PM
WL-03126818 Travel Open 50 $110.00 Mar 2, 5:52 PM
WL-03126819 Travel Open 40 $0.00 Mar 2, 5:52 PM

Details