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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308552 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Presbyterian Healthcare Services — 19780 East Ross Street, Tahlequah OK, 74464

Oct 9, 2025 → May 21, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 14, 2026
✗ SLA Missed (5 biz days late)
Active: 152 biz days
🕐 Clock stopped: Completed (May 21, 2026)
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
95d
▶ Clock Running
Status: Scheduled
Oct 9 → Mar 3, 2026
95 business days (counted)
Running total: 95 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 3 → Mar 19, 2026
12 business days (counted)
Running total: 107 of ? biz days used
40d
▶ Clock Running
Status: Scheduled
Mar 19 → May 14, 2026
40 business days (counted)
Running total: 147 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 14 → May 17, 2026
1 business day (counted)
Running total: 148 of ? biz days used
▶ Clock Running
Status: Reschedule
May 17 → May 18, 2026
1 business day (counted)
Running total: 149 of ? biz days used
▶ Clock Running
Status: Scheduled
May 18 → May 20, 2026
2 business days (counted)
Running total: 151 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 20 → May 21, 2026
1 business day (counted)
Running total: 152 of ? biz days used
Created: Oct 9, 2025 Completed: May 21, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0
Oct 9 → Oct 9 Ready for Scheduling ▶ Running 0 0
Oct 9 → Oct 9 Assigned ▶ Running 0 0
Oct 9 → Mar 3 Scheduled ▶ Running 95 95
Mar 3 → Mar 19 Reschedule ▶ Running 12 107
Mar 19 → May 14 Scheduled ▶ Running 40 147
May 14 → May 17 Tech On Site ▶ Running 1 148
May 17 → May 18 Reschedule ▶ Running 1 149
May 18 → May 20 Scheduled ▶ Running 2 151
May 20 → May 21 Tech On Site ▶ Running 1 152
Dispatch 0.0d
Coordinators 153.1d
Field Work 3.3d
Billing 2.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
153.1 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
2.1 days
Over SLA
Created: Oct 9, 2025 Due: May 14, 2026 Completed: May 21, 2026 (6 days late)
📅
153.0 days Total Age
⏱️
96.0d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
149.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
36 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits (2 reschedules)
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Darrell Hendrix — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 3, 2026
Visit 2 May 14, 2026
Visit 3 May 15, 2026
Visit 4 May 19, 2026
Visit 5 May 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534145
Dispatch Request for Midmark Delivery - [Cherokee Salina - MDS -8647847 8646984 8646981 8652753 - equipment]
Closed
Hello, Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 01/06/26 Delivery Time: 8-8:30AM Time Technician needs to arrive at location: 7:30AM Estimated Time on Site (hours): 4 Product: (2) 626-005, (2) 002-2000-852, (1) 640-002-852, (33) 002-11176-00, (12) A-853-24-420-166, (3) M-000-09-230-166, (10) 253-016, (81) 276-001-852, (49) 277-001-852, (1) 6215-002-799 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: Presbyterian Healthcare Services Customer POC: -Sarah Gatti 615-587-4801 / sgatti@adamspmc.com -Colby Patton 918-506-9110 / colby-patton@cherokee.org Customer Address: 19780 East Ross Street Tahlequah, Oklahoma 74464 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Craig Dempsey
Owner
Shelby Robinson
Created
Oct 8, 2025
Work Orders from this Case (2)
WO-01308552 (current) Invoiced
Delivery • Darrell Hendrix
Created: Oct 9, 2025 • Closed: May 21, 2026
WO-01369676 Invoiced
Delivery • Christopher Womack
Created: Apr 21, 2026 • Closed: May 20, 2026
Completed with significant delays
Invoiced • 310 days old
🚨
Primary Delay 96.0 days stuck in "Scheduled"
⏱️
Total Delay 149.7 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
0.0d / 1.0d SLA
Scheduled
139.1d / 2.0d SLA
Reschedule
14.0d / 2.0d SLA
Tech On Site
3.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Billing Review
0.5d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/21/26 could not close work order did not have hotel receipt to put expense and also time card was locked and could not put expense in the system


04/27/2026 SRobinson- Per Midmark "Please update delivery date to Tuesday 5/12. I would like to request two techs for this project - Darrel Hendrix and Christopher Womack." Updated due date to 05/12.

04/21/2026 SRobinson- Per Midmark, "Hello please update this delivery to Tuesday May 5. I would like to request two techs for this project - Darrel Hendrix and Christopher Womack." updated due date to 05/05 and created WO-01369676 for Chris to join Darrel.

3/19 KKelch logged email from FSE forwarded from Nelson Smith at Midmark to "Please update delivery date to 4/28. Sorry for the late notice!"

3/3 KKelch- per FSE, this delivery has been delayed until April. Placing in R/S until we get updated scheduling date from Nelson

12/29/2025 SRobinson- Nelson Smith updated this due date to 03/03/2026. Updated in WO and advising coordinator.

🔧 Work Performed
3/2/2026 I called Sarah Gatti left message on voice mail about delivery on 3/3 3/3/2026 I arrived on location to find out that the delivery was rescheduled to April sometime NOTE THE FORMS TO BE FILLED OUT SERIAL FILE,MEDICIAL OBSERVATION AND SERVICE REQUEST AND SERIAL NUMBERS FORM WAS FILLED OUT BY NELSON SMITH. HE WAS THE PROJECT MANAGER IN CHARGE 5/14/2026 i arrived on location meet with Nelson smith midmark project manager he assigned me to help move assets to the correct treatment room and inventory that all equipment is accounted for. Note Nelson Smoth is completing all necessary paperwork required fro the work order I will email all the serial numbers of all equipment that was delivered. Also with Nelson smith we mocked up a smart board component so that customer can sign off for customer of the installation that will be completed on Tuesday and Wednesday at of next week. 5/15 I arrived on location. I am recording all the serial numbers 5/19/2026 myself and Christopher Womack where hanging EN200 units and tip dispensers to a board in exam s room we where able to complete 15 units on this day 5/20/2026 Myself and Christopher Womack came back the next day to complete 17 more units of install the wall boards on wall with installing the EN 200 units with tip dispensers. We then removed all boxes and trash on 6 floors and the removed all the signs on all six floors
🔍 Technician Findings
Delivery of table stools stools with back and smart boards
⚠️ Problem Description
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 01/06/26 Delivery Time: 8-8:30AM Time Technician needs to arrive at location: 7:30AM Estimated Time on Site (hours): 4 Product: (2) 626-005, (2) 002-2000-852, (1) 640-002-852, (33) 002-11176-00, (12) A-853-24-420-166, (3) M-000-09-230-166, (10) 253-016, (81) 276-001-852, (49) 277-001-852, (1) 6215-002-799 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: Presbyterian Healthcare Services Customer POC: -Sarah Gatti 615-587-4801 / sgatti@adamspmc.com -Colby Patton 918-506-9110 / colby-patton@cherokee.org Customer Address: 19780 East Ross Street Tahlequah, Oklahoma 74464 United States

Timeline

📞
Case Linked Oct 8, 11:00 PM
Case Number: 00534145
Subject: Dispatch Request for Midmark Delivery - [Cherokee Salina - MDS -8647847 8646984 8646981 8652753 - equipment]
Status: Closed
📋
▶
5 Work Order Created Oct 9, 11:44 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned → Dispatch Scheduled
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYWQA5, Darrell Hendrix
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-06T13:30:00.000+0000
🚨 53.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 29, 9:33 AM
Scheduled For: 2026-03-30T12:30:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Jan 9, 11:12 AM
Scheduled For: 2026-03-03T14:30:00.000+0000
🚨 36.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Mar 3, 9:34 AM
From: Scheduled
To: Reschedule
Duration in Previous: 144d 22h
⏱️
5x Labor Added Mar 3, 2:56 PM
Type: Labor, Travel
Status: Open
Qty: 3, 0.41666666666667, 161
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Mar 19, 8:55 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-28T13:00:00.000+0000
🚨 26.0 business days
📅
▶
2 Dispatch Scheduled Apr 23, 12:39 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-05-05T12:30:00.000+0000
💵
2x Expenses Added Apr 24, 10:56 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Apr 27, 11:19 AM
Scheduled For: 2026-05-12T12:30:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch May 4, 3:10 PM
Scheduled For: 2026-05-14T12:30:00.000+0000
⏳ 3.0 business days
💵
2x Expenses Added May 6, 4:52 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.9 business days
🔧
Status: Tech On Site by Darrell Hendrix May 14, 6:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 56d 9h
⏱️
3x Labor Added May 14, 6:31 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
💵
Expenses Added May 15, 8:53 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
▶
2 6x Expenses Added May 17, 6:01 PM
6x Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Darrell Hendrix
From: Tech On Site
To: Reschedule
Duration in Previous: 2d 23h
⏱️
2x Labor Added May 17, 6:08 PM
Type: Labor
Status: Open
Qty: 3, 7.5
🗓️
▶
2 Status: Scheduled May 18, 10:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-05-19T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Darrell Hendrix May 19, 8:27 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 9h
⏱️
▶
2 5x Labor Added May 20, 9:10 AM
5x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
✔️
Status: Completed by Darrell Hendrix May 21, 10:20 AM
From: Tech On Site
To: Completed
Duration in Previous: 1d 13h
⏱️
5x Labor Added May 21, 10:28 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17, 8
💵
▶
2 Expenses Added May 21, 10:48 AM
Expenses Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Darrell Hendrix May 21, 11:01 AM
From: Completed
To: Closed
Duration in Previous: 40m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Nancy Suarez May 28, 10:51 AM
From: Closed
To: Ready to Bill
Duration in Previous: 6d 23h
💵
Status: Billing Review by Nancy Suarez May 28, 12:28 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 1h 36m
📄
Status: Ready to Bill by Nancy Suarez May 28, 4:49 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4h 21m
📨
▶
2 Status: Invoice Pending May 29, 11:04 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Jun 1, 4:35 PM
Invoice Number: SM-263349

Bottlenecks

Scheduled
Duration: 96.0 business days (threshold: 2.0 business days)
Exceeded by 94.0 business days
Reschedule
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 41.0 business days (threshold: 2.0 business days)
Exceeded by 39.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.5 business hours
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00534145
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Darrell Hendrix
Scheduled
May 19, 10:00 AM
Created
Oct 9, 11:44 AM
Invoice #
SM-263349

Work Details (36)

Name Type Status Qty Amount Date
WL-03128083 Labor Open 3 $351.00 Mar 3, 2:56 PM
WL-03128084 Labor Open 0.41666666666667 $0.00 Mar 3, 2:56 PM
WL-03128085 Labor Open 3 $351.00 Mar 3, 2:56 PM
WL-03128086 Travel Open 161 $0.00 Mar 3, 2:56 PM
WL-03128087 Travel Open 161 $0.00 Mar 3, 2:56 PM
WL-03199485 Expenses Open 1 $0.00 Apr 24, 10:56 AM
WL-03199486 Expenses Open 1 $106.12 Apr 24, 10:56 AM
WL-03216896 Expenses Open 1 $106.12 May 6, 4:52 PM
WL-03216897 Expenses Open 1 $0.00 May 6, 4:52 PM
WL-03227098 Labor Open 0.5 $58.50 May 14, 6:31 PM
WL-03227099 Labor Open 10 $1,170.00 May 14, 6:31 PM
WL-03227100 Travel Open 10 $0.00 May 14, 6:31 PM
WL-03227645 Expenses Open 1 $0.00 May 15, 8:53 AM
WL-03229517 Expenses Open 1 $0.00 May 17, 6:01 PM
WL-03229512 Labor Open 0.5 $58.50 May 17, 6:01 PM
WL-03229515 Travel Open 10 $0.00 May 17, 6:01 PM
WL-03229516 Travel Open 161 $0.00 May 17, 6:01 PM
WL-03229518 Expenses Open 1 $0.00 May 17, 6:01 PM
WL-03229519 Expenses Open 1 $0.00 May 17, 6:01 PM
WL-03229522 Labor Open 3 $351.00 May 17, 6:08 PM
WL-03229521 Labor Open 7.5 $877.50 May 17, 6:08 PM
WL-03232526 Labor Open 0.5 $58.50 May 20, 9:10 AM
WL-03232527 Labor Open 15 $1,755.00 May 20, 9:10 AM
WL-03232528 Labor Open 0.5 $58.50 May 20, 9:10 AM
WL-03232533 Travel Open 8 $0.00 May 20, 9:11 AM
WL-03232532 Travel Open 8 $0.00 May 20, 9:11 AM
WL-03232534 Expenses Open 1 $0.00 May 20, 9:11 AM
WL-03234101 Labor Open 0.5 $58.50 May 21, 10:28 AM
WL-03234102 Labor Open 17 $1,989.00 May 21, 10:28 AM
WL-03234103 Labor Open 0.5 $58.50 May 21, 10:28 AM
WL-03234104 Travel Open 8 $0.00 May 21, 10:28 AM
WL-03234105 Travel Open 8 $0.00 May 21, 10:28 AM
WL-03234154 Expenses Open 1 $125.40 May 21, 10:48 AM
WL-03234159 Expenses Open 1 $157.20 May 21, 10:49 AM
WL-03234157 Expenses Open 1 $157.27 May 21, 10:49 AM
WL-03234158 Expenses Open 1 $157.27 May 21, 10:49 AM

Details