Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324968 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Santa Clara VHC — 1410 South Bascom Ave, San Jose CA, 95128-4500

Dec 11, 2025 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 11, 2026
✗ SLA Missed (1 biz days late)
Active: 42 biz days
🕐 Clock stopped: Tech Off Site (Feb 12, 2026)
▶ Clock Running
Status: Created
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 1 of ? biz days used
39d
▶ Clock Running
Status: Scheduled
Dec 12 → Feb 10, 2026
39 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 12, 2026
2 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 42 of ? biz days used
Created: Dec 11, 2025 Tech Off Site: Feb 12, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 11 → Dec 11 Created ▶ Running 0 0
Dec 11 → Dec 12 Ready for Scheduling ▶ Running 1 1
Dec 12 → Feb 10 Scheduled ▶ Running 39 40
Feb 10 → Feb 12 Tech On Site ▶ Running 2 42
Feb 12 → Feb 12 Scheduled ▶ Running 0 42
Feb 12 → Feb 12 Tech On Site ▶ Running 0 42
Dispatch 0.0d
Coordinators 43.0d
Field Work 4.5d
Billing 1.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
43.0 days
Over SLA
Field Work
4.5 days
Over SLA
Billing
1.6 days
Over SLA
Created: Dec 11, 2025 Due: Feb 11, 2026 Completed: Feb 13, 2026 (1 days late)
📅
44.0 days Total Age
⏱️
40.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
43.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
69 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 Justin Armas — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 10, 2026
Visit 3 Feb 11, 2026
Visit 4 Feb 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550826
Dispatch Request for Midmark Delivery - Santa Clara VHC SO 8676665 Delivering 21 & 2. 2JAN2026. Waiting for response from Ali.
Closed
Please see the following request for three Emsar technicians for Midmark delivery on Tuesday, January 20th and Wednesday, January 21st. Hotel and travel authorized for two nights. Request Type: Medical Equipment Delivery Date of Delivery: Tuesday, January 20st and Wednesday, January 21st. Delivery Time: 8 am. Time Technician needs to arrive at location: 7:30 am Estimated Time on Site (hours): Two full 8 hour days with possible overtime. Product: 91 of 225 83 of 626 14 of 630 157 of 272 Mobil Stools 71 of 273 Mobil Stool EMSAR Technician Expectations: Review all of the attached documents. Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the Emsar techs assigned to this project. Arrive on scheduled time to meet with Anthony Small and Steve McGill of Midmark. Assist in any function testing of all exam chairs and assist in Supervising the delivery and installation. Fill our Serial Number Tracking file and provide back to the Steve McGill via email.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jacklyn Vietor
Owner
Kimberly Hardison
Created
Dec 11, 2025
Work Orders from this Case (1)
WO-01324968 (current) Invoiced
Delivery • Justin Armas
Created: Dec 11, 2025 • Closed: Feb 13, 2026
Completed with significant delays
Invoiced • 245 days old
🚨
Primary Delay 40.0 days stuck in "Scheduled"
⏱️
Total Delay 43.0 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
2.0d / 1.0d SLA
Scheduled
41.0d / 2.0d SLA
Tech On Site
3.1d / 1.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Completed
1.1d / 1.0d SLA
Closed
2.9d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/29 KHardison - Updated due date.

12-29 Mburris email from Midmark Steve M to set appt 2-10 7:30am

12-12 Mburris email from Midmark Steve M to set appt 1-20 7:30am

12/12 KHardison, Updated due date and City, per Steve McGill. Email is attached.

12-11 Mburris waiting to hear from tech supervisor on what 3 techs he wants on this

🔧 Work Performed
Delivered chairs Steve Mcgill approved extra time and hotel.
🔍 Technician Findings
Delivery of several chairs
⚠️ Problem Description
Please see the following request for three Emsar technicians for Midmark delivery on Tuesday, January 20th and Wednesday, January 21st. Hotel and travel authorized for two nights. Request Type: Medical Equipment Delivery Date of Delivery: Tuesday, January 20st and Wednesday, January 23rd Delivery Time: 8 am. Time Technician needs to arrive at location: 7:30 am Estimated Time on Site (hours): Two full 8 hour days with possible overtime. Product: 91 of 225 83 of 626 14 of 630 157 of 272 Mobil Stools 71 of 273 Mobil Stool EMSAR Technician Expectations: Review all of the attached documents. Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the Emsar techs assigned to this project. Arrive on scheduled time to meet with Anthony Small and Steve McGill of Midmark. Assist in any function testing of all exam chairs and assist in Supervising the delivery and installation. Fill our Serial Number Tracking file and provide back to the Steve McGill via email.

Timeline

📞
Case Linked Dec 11, 3:38 AM
Case Number: 00550826
Subject: Dispatch Request for Midmark Delivery - Santa Clara VHC SO 8676665 Delivering 21 & 2. 2JAN2026. Waiting for response from Ali.
Status: Closed
📋
▶
2 Work Order Created Dec 11, 10:04 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
📅
▶
3 Dispatch Scheduled Dec 12, 9:38 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 23h 32m
👷
Technician Assigned by Michael Burris
Technician: Justin Armas
🚨 11.0 business days
📅
Dispatch Scheduled by Michael Burris Dec 29, 12:41 PM
Scheduled For: 2026-02-10T15:30:00.000+0000
🚨 25.0 business days
💵
Expenses Added Feb 3, 8:08 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
💵
3x Expenses Added Feb 6, 11:02 AM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Feb 6, 11:42 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.4 business days
⏱️
5x Labor Added Feb 10, 3:11 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 3, 130
🔧
Status: Tech On Site by Justin Armas Feb 10, 9:43 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 60d 0h
⏱️
10x Labor Added Feb 10, 8:18 PM
Type: Labor, Travel
Status: Open
Qty: 1, 5.5, 2.25, 0.5, 9.25, 56, 43
⏱️
6x Labor Added Feb 10, 8:23 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 10
💵
Expenses Added Feb 11, 5:20 PM
Type: Expenses
Status: Open
Qty: 1
🗓️
Status: Scheduled by Justin Armas Feb 11, 10:16 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 1d 12h
🚗
8x Travel Added Feb 11, 10:25 PM
Type: Travel, Labor, Expenses
Status: Open
Qty: 10, 0.5, 11
⏱️
▶
2 3x Labor Added Feb 12, 12:49 AM
3x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel
Status: Open
Qty: 10
💵
▶
2 8x Expenses Added Feb 12, 12:58 AM
8x Expenses Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 10
🔧
Status: Tech On Site by Jason Morris Feb 12, 10:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11h 52m
🚗
Status: Tech Off Site by Jason Morris Feb 12, 3:26 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 17m
⏱️
▶
3 7x Labor Added Feb 12, 3:39 PM
7x Labor Added → Expenses Added → 2x Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
5x Labor Added Feb 12, 5:49 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 4, 1, 10, 0.5
✔️
Status: Completed by Justin Armas Feb 12, 6:07 PM
From: Tech Off Site
To: Completed
Duration in Previous: 2h 40m
⏱️
3x Labor Added Feb 12, 11:46 PM
Type: Labor, Expenses
Status: Open
Qty: 1.75, 8.75
🏁
Status: Closed by Justin Armas Feb 13, 11:43 AM
From: Completed
To: Closed
Duration in Previous: 17h 36m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 2:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 2h
📨
▶
2 Status: Invoice Pending Feb 19, 12:03 PM
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 Feb 22, 3:49 PM
Invoice Number: SM-254361

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 40.0 business days (threshold: 2.0 business days)
Exceeded by 38.0 business days
Tech On Site
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours

🔗 Related Artifacts

📞
Case 00550826
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Justin Armas
Scheduled
Feb 10, 10:30 AM
Created
Dec 11, 10:04 AM
Invoice #
SM-254361

Work Details (69)

Name Type Status Qty Amount Date
WL-03089114 Expenses Open 1 $0.00 Feb 3, 8:08 AM
WL-03095083 Expenses Open 1 $601.03 Feb 6, 11:02 AM
WL-03095084 Expenses Open 1 $0.00 Feb 6, 11:02 AM
WL-03095085 Expenses Open 1 $525.00 Feb 6, 11:02 AM
WL-03095188 Expenses Open 1 $0.00 Feb 6, 11:42 AM
WL-03098691 Labor Open 3 $330.00 Feb 10, 3:11 AM
WL-03098692 Travel Open 130 $0.00 Feb 10, 3:11 AM
WL-03098693 Expenses Open 1 $350.00 Feb 10, 3:11 AM
WL-03098694 Expenses Open 1 $0.00 Feb 10, 3:11 AM
WL-03098695 Expenses Open 1 $0.00 Feb 10, 3:11 AM
WL-03100207 Labor Open 1 $110.00 Feb 10, 8:18 PM
WL-03100208 Labor Open 5.5 $330.00 Feb 10, 8:18 PM
WL-03100209 Labor Open 2.25 $247.50 Feb 10, 8:18 PM
WL-03100210 Labor Open 0.5 $55.00 Feb 10, 8:18 PM
WL-03100211 Labor Open 9.25 $1,017.50 Feb 10, 8:18 PM
WL-03100212 Labor Open 0.5 $55.00 Feb 10, 8:18 PM
WL-03100213 Travel Open 56 $0.00 Feb 10, 8:18 PM
WL-03100214 Travel Open 43 $0.00 Feb 10, 8:18 PM
WL-03100215 Travel Open 5 $0.00 Feb 10, 8:18 PM
WL-03100216 Travel Open 5 $0.00 Feb 10, 8:18 PM
WL-03100219 Labor Open 0.5 $55.00 Feb 10, 8:23 PM
WL-03100220 Labor Open 10 $1,100.00 Feb 10, 8:23 PM
WL-03100221 Labor Open 0.5 $55.00 Feb 10, 8:23 PM
WL-03100222 Travel Open 10 $0.00 Feb 10, 8:23 PM
WL-03100223 Travel Open 10 $0.00 Feb 10, 8:23 PM
WL-03100224 Expenses Open 1 $0.00 Feb 10, 8:23 PM
WL-03101672 Expenses Open 1 $0.00 Feb 11, 5:20 PM
WL-03102295 Travel Open 10 $0.00 Feb 11, 10:25 PM
WL-03102291 Labor Open 0.5 $55.00 Feb 11, 10:25 PM
WL-03102292 Labor Open 11 $1,210.00 Feb 11, 10:25 PM
WL-03102293 Labor Open 0.5 $55.00 Feb 11, 10:25 PM
WL-03102294 Travel Open 10 $0.00 Feb 11, 10:25 PM
WL-03102296 Expenses Open 1 $0.00 Feb 11, 10:25 PM
WL-03102297 Expenses Open 1 $350.00 Feb 11, 10:25 PM
WL-03102298 Expenses Open 1 $0.00 Feb 11, 10:25 PM
WL-03102482 Labor Open 0.5 $55.00 Feb 12, 12:49 AM
WL-03102484 Labor Open 0.5 $55.00 Feb 12, 12:49 AM
WL-03102483 Labor Open 9.5 $1,045.00 Feb 12, 12:49 AM
WL-03102485 Travel Open 10 $0.00 Feb 12, 12:54 AM
WL-03102486 Travel Open 10 $0.00 Feb 12, 12:54 AM
WL-03102487 Travel Open 10 $0.00 Feb 12, 12:54 AM
WL-03102494 Expenses Open 1 $0.00 Feb 12, 12:58 AM
WL-03102495 Expenses Open 1 $0.00 Feb 12, 12:58 AM
WL-03102493 Expenses Open 1 $0.00 Feb 12, 12:58 AM
WL-03102488 Labor Open 0.5 $55.00 Feb 12, 12:58 AM
WL-03102489 Labor Open 10.5 $1,155.00 Feb 12, 12:58 AM
WL-03102490 Labor Open 0.5 $55.00 Feb 12, 12:58 AM
WL-03102491 Travel Open 5 $0.00 Feb 12, 12:58 AM
WL-03102492 Travel Open 5 $0.00 Feb 12, 12:58 AM
WL-03102496 Labor Open 0.5 $55.00 Feb 12, 1:02 AM
WL-03102497 Labor Open 10 $1,100.00 Feb 12, 1:02 AM
WL-03103287 Labor Open 3.5 $385.00 Feb 12, 3:39 PM
WL-03103286 Labor Open 0.5 $55.00 Feb 12, 3:39 PM
WL-03103288 Labor Open 1 $110.00 Feb 12, 3:39 PM
WL-03103289 Travel Open 5 $0.00 Feb 12, 3:39 PM
WL-03103290 Travel Open 44 $0.00 Feb 12, 3:39 PM
WL-03103291 Travel Open 56 $0.00 Feb 12, 3:39 PM
WL-03103292 Expenses Open 1 $0.00 Feb 12, 3:39 PM
WL-03103298 Expenses Open 1 $0.00 Feb 12, 3:41 PM
WL-03103304 Expenses Open 1 $0.00 Feb 12, 3:44 PM
WL-03103305 Expenses Open 1 $0.00 Feb 12, 3:44 PM
WL-03103593 Labor Open 4 $440.00 Feb 12, 5:49 PM
WL-03103595 Expenses Open 1 $0.00 Feb 12, 5:49 PM
WL-03103594 Travel Open 10 $0.00 Feb 12, 5:49 PM
WL-03103596 Expenses Open 1 $171.45 Feb 12, 5:49 PM
WL-03103592 Labor Open 0.5 $55.00 Feb 12, 5:49 PM
WL-03104394 Labor Open 1.75 $192.50 Feb 12, 11:46 PM
WL-03104393 Labor Open 8.75 $525.00 Feb 12, 11:46 PM
WL-03104395 Expenses Open 1 $0.00 Feb 12, 11:46 PM

Details