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← WO Overview

WO-01334516 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 ODA Health Center — 251 Wallabout, Brooklyn, NY, 11206

Jan 7, 2026 → Feb 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 20, 2026
✗ SLA Missed
Active: 30 biz days
🕐 Clock stopped: Completed (Feb 21, 2026)
▶ Clock Running
Status: Created
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 7 → Jan 8, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 2 of ? biz days used
24d
▶ Clock Running
Status: Scheduled
Jan 9 → Feb 13, 2026
24 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 26 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 13 → Feb 13, 2026
0 business days (not counted)
4d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 21, 2026
4 business days (counted)
Running total: 30 of ? biz days used
Created: Jan 7, 2026 Completed: Feb 21, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 7 → Jan 7 Created ▶ Running 0 0
Jan 7 → Jan 8 Ready for Scheduling ▶ Running 1 1
Jan 8 → Jan 8 Assigned ▶ Running 0 1
Jan 8 → Jan 9 Scheduled ▶ Running 1 2
Jan 9 → Jan 9 Entered ▶ Running 0 2
Jan 9 → Jan 9 Assigned ▶ Running 0 2
Jan 9 → Feb 13 Scheduled ▶ Running 24 26
Feb 13 → Feb 13 Reschedule ▶ Running 0 26
Feb 13 → Feb 13 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 13 → Feb 21 Scheduled ▶ Running 4 30
Dispatch 0.0d
Material Management 0.3d
Coordinators 28.5d
Field Work 4.9d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
28.5 days
Over SLA
Field Work
4.9 days
Over SLA
Billing
1.3 days
Over SLA
Created: Jan 7, 2026 Due: Feb 20, 2026 Completed: Feb 21, 2026 (on time)
📅
30.4 days Total Age
⏱️
24.2d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
27.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 12, 2026
Visit 2 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556787
Dispatch Request for Midmark Delivery - MDS Project - ODA Health Center-MDS-8692420-Equipment
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery – Assisting Midmark FPM with delivery, function testing equipment, and recording serial numbers Date of Delivery: 2/12/26 Delivery Time: 9am Time Technician needs to arrive at location: 8:30am Estimated Time on Site (hours): 8 Product: (2) M11-050, (85) 273-001-857, (29) 204-012, (13) 002-10137-843, (16) 002-10143-869, (1) 647-001, (1) 002-10129-869, (1) 016-1171-00, (2) 002-0824-859, (16) 253-012, (12) 6219-001-649, (27) 640-001-843, (1) 626-005, (1) 002-2000-843 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
Priority
Standard
Origin
Email
Reason
New Case
Contact
Artie Haraway
Owner
Kimberly Hardison
Created
Jan 7, 2026
Work Orders from this Case (1)
WO-01334516 (current) Invoiced
Delivery • David Trost
Created: Jan 7, 2026 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 218 days old
🚨
Primary Delay 24.2 days stuck in "Scheduled"
⏱️
Total Delay 27.8 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
1.4d / 1.0d SLA
Scheduled
26.1d / 2.0d SLA
Reschedule
1.0d / 2.0d SLA
Awaiting Parts - Customer
0.3d
Completed
4.9d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/22/26 RBerry- Updated due date based on email from Midmark. Removed delay code.


2-20 dt there are 125 or so pictures that needed to be uploaded. please accept a zip file..

also..

Artie has the POD file.



2/13 KSmith -- Artie scheduled return trip for 2/20. 9am

2/13 KSmith -- Delivery crew did not have entire shipment. Will need to return when the rest of the equipment is ready to be delivered

🔧 Work Performed
2-12 dt On arrival, artie told me that the delivery crew is running late. Approximate delivery time is 11:00. Waited around for crew to show up.  The delivery crew did not have the entire shipment. They only had approximately half. The remaining half the driver was going to go back for after unloading two U-Haul trucks.  Original truck had pediatric tables and stools amongst other things. Helped in assembling approximately 3/4 of the delivered stools.  Driver would not have been back to this location after picking up his second load before 7:00 or later. Then he would need to unload. Artie suggested a return trip to log all exam tables.  will return when scheduled 2-20 dt Sales Order # 8692420 PEDITRICS Room # Part # Serial # 1 640-001 V2906251 2 647-001 V2895422 3 640 V2904660 4 640 V2905156 6 640 V2904966 5 640 V2907248 8 640 V2907441 MISSING SHELF SUPPORT 7 640 V2906439 10 640 V2904010 9 640 V2907033 11 640 V2904176 12 640 V2903627 13 640 V2906850 14 640 V2906199 15 640 V2906005 16 640 V2905587 17 640 V2905778 18 640 V2906617 19 640 V2904751 20 640 V2903712 21 640 V2904306 22 640 V2906831 23 640 V2907617 24 640 V2907489 25 640 V2904460 26 640 V2907719 27 640 V2903796 28 640 V2905563 MISSING SHELF SUPPORT 29 204-012 V2904031 30 204 V2902260 31 204 V2905659 32 204 V2902343 33 204 V2905940 34 204 V2905673 35 204 V2903874 36 626-005 V2906824 BROKEN DRAWER TRACKS ON BOTH SIDES 37 204 V2905669 M11 V2903872 M11 V2904918 38 204 V2903867 39 204 V2905663 40 204 V2902331 41 204 V2904019 42 204 V2905671 CRANBERY 1 204-12 V2905819 2 204 V2906833 3 204 V2905931 4 204 V2905902 5 204 V2905813 6 204 V2905661 7 204 V2905664 8 204 N2905924 9 204 V2903970 9 253 LIGHT IN CRANBERY ROOM 9 MISSING POWER CORD V2892662 10 204 V2905666 11 204 V2903971 12 204 V2905658 13 204 V2902355 14 204 V2905667 15 204 V2904076 16 204 V2904078
🔍 Technician Findings
2-12 dt On arrival, artie told me that the delivery crew is running late. Approximate delivery time is 11:00. Waited around for crew to show up.  The delivery crew did not have the entire shipment. They only had approximately half. The remaining half the driver was going to go back for after unloading two U-Haul trucks.  Original truck had pediatric tables and stools amongst other things. Helped in assembling approximately 3/4 of the delivered stools.  Driver would not have been back to this location after picking up his second load before 7:00 or later. Then he would need to unload. Artie suggested a return trip to log all exam tables.  will return when scheduled 2-20 dt Sales Order #8692420 PEDITRICS Room # Part # Serial # 1 640-001 V2906251 2 647-001 V2895422 3 640 V2904660 4 640 V2905156 6 640 V2904966 5 640 V2907248 8 640 V2907441 MISSING SHELF SUPPORT 7 640 V2906439 10 640 V2904010 9 640 V2907033 11 640 V2904176 12 640 V2903627 13 640 V2906850 14 640 V2906199 15 640 V2906005 16 640 V2905587 17 640 V2905778 18 640 V2906617 19 640 V2904751 20 640 V2903712 21 640 V2904306 22 640 V2906831 23 640 V2907617 24 640 V2907489 25 640 V2904460 26 640 V2907719 27 640 V2903796 28 640 V2905563 MISSING SHELF SUPPORT 29 204-012 V2904031 30 204 V2902260 31 204 V2905659 32 204 V2902343 33 204 V2905940 34 204 V2905673 35 204 V2903874 36 626-005 V2906824 BROKEN DRAWER TRACKS ON BOTH SIDES 37 204 V2905669 M11 V2903872 M11 V2904918 38 204 V2903867 39 204 V2905663 40 204 V2902331 41 204 V2904019 42 204 V2905671 CRANBERY 1 204-12 V2905819 2 204 V2906833 3 204 V2905931 4 204 V2905902 5 204 V2905813 6 204 V2905661 7 204 V2905664 8 204 N2905924 9 204 V2903970 9 253 LIGHT IN CRANBERY ROOM 9 MISSING POWER CORD V2892662 10 204 V2905666 11 204 V2903971 12 204 V2905658 13 204 V2902355 14 204 V2905667 15 204 V2904076 16 204 V2904078
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery – Assisting Midmark FPM with delivery, function testing equipment, and recording serial numbers Date of Delivery: 2/12/26 Delivery Time: 9am Time Technician needs to arrive at location: 8:30am Estimated Time on Site (hours): 8 Product: (2) M11-050, (85) 273-001-857, (29) 204-012, (13) 002-10137-843, (16) 002-10143-869, (1) 647-001, (1) 002-10129-869, (1) 016-1171-00, (2) 002-0824-859, (16) 253-012, (12) 6219-001-649, (27) 640-001-843, (1) 626-005, (1) 002-2000-843 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

Timeline

📞
Case Linked Jan 7, 12:31 PM
Case Number: 00556787
Subject: Dispatch Request for Midmark Delivery - MDS Project - ODA Health Center-MDS-8692420-Equipment
Status: Closed
📋
▶
2 Work Order Created Jan 7, 3:43 PM
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 Technician Assigned Jan 8, 12:17 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 20h 31m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-12T13:30:00.000+0000
🆕
▶
3 Status: Entered Jan 9, 10:21 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HFAY4QAP, David Trost
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-12T13:30:00.000+0000
🚨 24.0 business days
⏱️
▶
2 5x Labor Added Feb 12, 8:44 PM
5x Labor Added → Status: Reschedule
🔄
Status: Reschedule by David Trost
From: Scheduled
To: Reschedule
Duration in Previous: 34d 10h
👤
Status: Awaiting Parts - Customer by Kourtney Smith Feb 13, 9:24 AM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 12h 36m
📅
▶
2 Dispatch Scheduled Feb 13, 12:05 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Awaiting Parts - Customer
To: Scheduled
Duration in Previous: 2h 40m
⚠️ 5.0 business days
⏱️
▶
2 3x Labor Added Feb 20, 8:12 PM
3x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Completed, Scheduled, Incomplete
To: Incomplete, Completed, Closed
Duration in Previous: 7d 8h, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 4:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
📨
▶
2 Status: Invoice Pending Feb 25, 1:34 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 36.0 business days
🧾
Invoice Created Apr 15, 2:17 PM
Invoice Number: SM-254908

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Scheduled
Duration: 24.2 business days (threshold: 2.0 business days)
Exceeded by 22.2 business days
Completed
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📞
Case 00556787
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
David Trost
Scheduled
Feb 20, 9:00 AM
Created
Jan 7, 3:43 PM
Invoice #
SM-254908

Work Details (8)

Name Type Status Qty Amount Date
WL-03104024 Labor Open 1.5 $0.00 Feb 12, 8:44 PM
WL-03104025 Labor Open 6.75 $742.50 Feb 12, 8:44 PM
WL-03104026 Labor Open 1.5 $0.00 Feb 12, 8:44 PM
WL-03104027 Travel Open 23 $110.00 Feb 12, 8:44 PM
WL-03104028 Travel Open 23 $0.00 Feb 12, 8:44 PM
WL-03114683 Labor Open 1.25 $0.00 Feb 20, 8:12 PM
WL-03114684 Labor Open 4.5 $495.00 Feb 20, 8:12 PM
WL-03114685 Travel Open 23 $110.00 Feb 20, 8:12 PM

Details