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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317453 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 University of Texas Medical Branch Health (AKA UTMB Health) — 902 Texas Avenue, 6th floor, Galveston TX, 77550

Nov 26, 2025 → Dec 12, 2025

✅ Completed
PC Per client agreement
Target: Dec 12, 2025
🕐 Clock stopped: Tech Off Site (Dec 12)
✓ SLA Met
Dispatch 0.0d
Coordinators 12.4d
Field Work 1.1d
Billing 5.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.4 days
Over SLA
Field Work
1.1 days
Billing
5.2 days
Created: Nov 26, 2025 Due: Dec 12, 2025 Completed: Dec 12, 2025 (on time)
📅
12.4 days Total Age
⏱️
12.3d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
21.3d 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 #00547050
Dispatch Request for Midmark Delivery - [UTMB Galveston - MDS - 8680438 - Equipment]
Closed
Request Type: Installation Date of Delivery: 12/12/25 Delivery Time: 9-10AM Time Technician needs to arrive at location: 8:30AM Estimated Time on Site (hours): 6 Product: (8) 626-001, (8) 002-20044-866, (3) 6212-001-800 - RBWS & SCML EMSAR Technician Expectations: 1. Review all of the attached documents in detail 2. Call the Midmark contact (created the dispatch) with any questions 3. Call the customer POC 48 hours ahead of time to confirm date/time 4. Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 5. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery 6. Supervise the delivery 7. Fill our Serial Number Tracking file and provide back to the customer 8. Fill out the Proof of Delivery (POD), get the driver and customer signatures 9. Fill out the Medical Delivery Observation Form 10. Email POD and Observation form to MDSLogistics@midmark.com<mailto:MDSLogistics@midmark.com>
Priority
Standard
Origin
Email
Reason
New Case
Contact
LaToya Letroise
Owner
Jessica Sells
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317453 (current) Invoiced
Delivery • Arturo Diaz
Created: Nov 26, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 169 days old
🚨
Primary Delay 12.3 days stuck in "Scheduled"
⏱️
Total Delay 21.3 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
12.3d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
14.0d / 1.0d SLA
WO Correction Needed
5.1d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5/26 CDempsey- reaching out to Art about correction. Attached form sent by Art.

12/30/25 NSuarez POD form is still not filled out.

12/19/25 ADiaz - uploaded requested forms. Midmark said next time I'm supposed to fill out observation form, but did not require a new form this time.


12/19/25 NSuarez please fill Medical observation form, serial number file, and POD form if someone else filled the form out that works for Midmark please let me know.

🔧 Work Performed
Helped coordinate the installation of 8 new exam tables
🔍 Technician Findings
Helped coordinate the installation of 8 new exam tables
⚠️ Problem Description
Request Type: Installation Date of Delivery: 12/12/25 Delivery Time: 9-10AM Time Technician needs to arrive at location: 8:30AM Estimated Time on Site (hours): 6 Product: (8) 626-001, (8) 002-20044-866, (3) 6212-001-800 - RBWS & SCML EMSAR Technician Expectations: 1. Review all of the attached documents in detail 2. Call the Midmark contact (created the dispatch) with any questions 3. Call the customer POC 48 hours ahead of time to confirm date/time 4. Call the delivery agent 24 hours ahead of time to confirm date/time and confirm preassembly will be done and essential tools are known 5. Arrive on scheduled time to meet with customer Point of Contact (POC) and confirm rooms are ready for delivery prior to actual delivery 6. Supervise the delivery 7. Fill our Serial Number Tracking file and provide back to the customer 8. Fill out the Proof of Delivery (POD), get the driver and customer signatures 9. Fill out the Medical Delivery Observation Form 10. Email POD and Observation form to MDSLogistics@midmark.com

Timeline

📞
Case Linked Nov 26, 10:55 AM
Case Number: 00547050
Subject: Dispatch Request for Midmark Delivery - [UTMB Galveston - MDS - 8680438 - Equipment]
Status: Closed
📋
▶
2 Work Order Created Nov 26, 3:44 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Technician Assigned Nov 26, 4:47 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 1m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T14:30:00.000+0000
🚨 12.9 business days
🔧
▶
2 Status: Tech On Site Dec 12, 9:09 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 80
🚗
▶
3 Status: Tech Off Site Dec 12, 6:06 PM
Status: Tech Off Site → Labor Added → 2x Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 6
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 2, 1
✔️
Status: Completed by Arturo Diaz Dec 12, 6:48 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 42m, 0m
⚠️ 5.6 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 19, 1:30 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 6d 18h
🏁
Status: Closed by Arturo Diaz Dec 19, 2:41 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 11m
⚠️ 8.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 30, 9:35 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 10d 18h
⚠️ 5.0 business days
🏁
Status: Closed by Craig Dempsey Jan 5, 3:17 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 5h
📄
▶
3 Status: Ready to Bill Jan 6, 10:16 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created
Invoice Number: SM-250548

Bottlenecks

Scheduled
Duration: 12.3 business days (threshold: 2.0 business days)
Exceeded by 10.3 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 7.5 business days (threshold: 1.0 business days)
Exceeded by 6.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00547050
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Arturo Diaz
Scheduled
Dec 12, 9:30 AM
Created
Nov 26, 3:44 PM
Invoice #
SM-250548

Work Details (6)

Name Type Status Qty Amount Date
WL-03035578 Labor Open 2 $0.00 Dec 12, 9:10 AM
WL-03035579 Travel Open 80 $110.00 Dec 12, 9:10 AM
WL-03035580 Travel Open 80 $0.00 Dec 12, 9:10 AM
WL-03036464 Labor Open 6 $660.00 Dec 12, 6:08 PM
WL-03036465 Labor Open 2 $0.00 Dec 12, 6:10 PM
WL-03036466 Expenses Open 1 $0.00 Dec 12, 6:10 PM

Details