Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351788 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Community Health Alliance — 3915 Neil Rd, RENO NV, 89502

Feb 16, 2026 → Mar 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 12, 2026
✗ SLA Missed (5 biz days late)
Active: 23 biz days
🕐 Clock stopped: Completed (Mar 19, 2026)
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Feb 16 → Mar 12, 2026
18 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 12 → Mar 13, 2026
1 business day (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 13 → Mar 15, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Completed
Mar 15 → Mar 15, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Closed
Mar 15 → Mar 16, 2026
1 business day (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Completed
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Closed
Mar 16 → Mar 18, 2026
2 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Completed
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 18 → Mar 19, 2026
1 business day (counted)
Running total: 23 of ? biz days used
Created: Feb 16, 2026 Completed: Mar 19, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 0
Feb 16 → Feb 16 Assigned ▶ Running 0 0
Feb 16 → Mar 12 Scheduled ▶ Running 18 18
Mar 12 → Mar 13 Tech On Site ▶ Running 1 19
Mar 13 → Mar 15 Scheduled ▶ Running 0 19
Mar 15 → Mar 15 Completed ▶ Running 0 19
Mar 15 → Mar 16 Closed ▶ Running 1 20
Mar 16 → Mar 16 Completed ▶ Running 0 20
Mar 16 → Mar 18 Closed ▶ Running 2 22
Mar 18 → Mar 18 Completed ▶ Running 0 22
Mar 18 → Mar 18 Tech Off Site ▶ Running 0 22
Mar 18 → Mar 19 Scheduled ▶ Running 1 23
Coordinators 20.9d
Field Work 2.0d
Billing 1.9d
✗ SLA Missed
Coordinators
20.9 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
1.9 days
Over SLA
Created: Feb 16, 2026 Due: Mar 12, 2026 Completed: Mar 19, 2026 (6 days late)
📅
23.0 days Total Age
⏱️
18.0d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
20.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
38 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Justin Armas — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 12, 2026
Visit 2 Mar 13, 2026
Visit 3 Mar 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568534
3/16 chat'd everyone, is a new WO needed
Closed
Please see the following technician request for Justin Armas & Angel Rios because they are both trained on installing Midmark wall boards with cord management for systems integration to exam chairs. Travel and Hotel Authorized to come in the day before delivery. Note: Justin Armas has the proper routing tools and all the proper screws for the wall boards. Request Type: Medical Equipment Delivery Date of Delivery: 03/05/2026 Thursday March 5th. Delivery Time: 8:30 to 9 am Time Technician needs to arrive at location: 8:30 Estimated Time on Site (hours): 9 hours Product: See attached sales order for qty 8 wall boards with systems integration, connectivity to exam chairs. EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. 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 and install qty 8 Midmark Wall boards. 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: Community Health Alliance Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 3915 Neil Rd Customer City, State, Zip: Reno, NV, 89502-6808, Please reach out to me with any further questions.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve McGill
Owner
Sherry Reich
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351788 (current) Invoiced
Delivery • Justin Armas
Created: Feb 16, 2026 • Closed: Mar 19, 2026
Completed with significant delays
Invoiced • 179 days old
🚨
Primary Delay 18.0 days stuck in "Scheduled"
⏱️
Total Delay 20.6 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
Assigned
0.0d / 0.5d SLA
Scheduled
20.9d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.7d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3-18 Mburris added to tech Cal p

2-16 Mburris added to tech per midmark email

🔧 Work Performed
Installed chair and wall board, unable to complete in one day, returning 3/13. Missing wall plate and basket for IQ vital monitor and damaged monitor, parts on order will return 3/19 - installed new IQ monitor and wall plate with basket
🔍 Technician Findings
chair install and system integration
⚠️ Problem Description
Update 3/3/26: This project has been moved out to March 12th at 8:30 am. Please see the following technician request for Justin Armas & Angel Rios because they are both trained on installing Midmark wall boards with cord management for systems integration to exam chairs. Travel and Hotel Authorized to come in the day before delivery. Note: Justin Armas has the proper routing tools and all the proper screws for the wall boards. Request Type: Medical Equipment Delivery Date of Delivery: 03/05/2026 Thursday March 5th. Delivery Time: 8:30 to 9 am Time Technician needs to arrive at location: 8:30 Estimated Time on Site (hours): 9 hours Product: See attached sales order for qty 8 wall boards with systems integration, connectivity to exam chairs. EMSAR Technician Expectations: Review all of the attached documents in detail Call the Midmark contact (created the dispatch) with any questions Steve McGill, will email an introduction to the POC within 48 hours prior to the delivery and install. 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 and install qty 8 Midmark Wall boards. 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: Community Health Alliance Customer POC: Steve McGill Customer POC Email: smcgill@midmark.com Customer Street: 3915 Neil Rd Customer City, State, Zip: Reno, NV, 89502-6808, Please reach out to me with any further questions.

Timeline

📞
Case Linked Feb 16, 2:25 AM
Case Number: 00568534
Subject: 3/16 chat'd everyone, is a new WO needed
Status: Closed
📋
2 Work Order Created Feb 16, 10:15 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
4 Technician Assigned Feb 16, 12:58 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 39m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-05T16:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Michael Burris Mar 3, 4:24 PM
Scheduled For: 2026-03-12T16:00:00.000+0000
⚠️ 6.9 business days
💵
2x Expenses Added Mar 11, 3:11 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Justin Armas Mar 12, 10:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23d 20h
💵
2 2x Expenses Added Mar 12, 1:30 PM
2x Expenses Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
3 Travel Added Mar 12, 11:36 PM
Travel Added → Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.25
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
2 2x Labor Added Mar 12, 11:42 PM
2x Labor Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
2 3x Travel Added Mar 13, 8:32 AM
3x Travel Added → Status: Scheduled
🗓️
Status: Scheduled by Justin Armas
From: Tech On Site
To: Scheduled
Duration in Previous: 21h 35m
🚗
2 4x Travel Added Mar 13, 9:25 PM
4x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 7.5, 4.25
0.3 business days
⏱️
2 8x Labor Added Mar 15, 12:20 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Scheduled
To: Completed
Duration in Previous: 2d 3h
🏁
Status: Closed by Justin Armas Mar 15, 12:46 PM
From: Completed
To: Closed
Duration in Previous: 26m
✔️
3 Status: Completed Mar 16, 11:04 AM
Status: Completed → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Justin Armas
From: Completed
To: Closed
Duration in Previous: 4m
3.0 business days
✔️
Status: Completed by Nicholas Willick Mar 18, 12:56 PM
From: Closed, Completed
To: Completed, Tech Off Site
Duration in Previous: 2d 1h, 0m
📅
2 Dispatch Scheduled Mar 18, 1:05 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Tech Off Site
To: Scheduled
Duration in Previous: 9m
📅
Dispatch Scheduled by Michael Burris Mar 18, 1:28 PM
Scheduled For: 2026-03-19T17:01:00.000+0000
📅
Dispatch Scheduled by Justin Armas Mar 18, 9:05 PM
Scheduled For: 2026-03-19T17:00:00.000+0000
⏱️
2 5x Labor Added Mar 19, 2:44 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 1h, 0m
📄
Status: Ready to Bill by Nancy Suarez Mar 20, 12:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 58m
2.0 business days
📨
Status: Invoice Pending by Nancy Suarez Mar 23, 12:26 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 23h
💰
Status: Invoiced by Nancy Suarez Mar 23, 12:31 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
3.0 business days
🧾
Invoice Created Mar 25, 7:06 PM
Invoice Number: SM-257264

Bottlenecks

Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours

🔗 Related Artifacts

📞
Case 00568534
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Justin Armas
Scheduled
Mar 19, 1:00 PM
Created
Feb 16, 10:15 AM
Invoice #
SM-257264

Work Details (38)

Name Type Status Qty Amount Date
WL-03139499 Expenses Open 1 $175.00 Mar 11, 3:11 PM
WL-03139498 Expenses Open 1 $0.00 Mar 11, 3:11 PM
WL-03141508 Expenses Open 1 $137.57 Mar 12, 1:30 PM
WL-03141509 Expenses Open 1 $0.00 Mar 12, 1:30 PM
WL-03141520 Expenses Open 1 $137.57 Mar 12, 1:35 PM
WL-03141521 Expenses Open 1 $0.00 Mar 12, 1:35 PM
WL-03142660 Travel Open 156 $0.00 Mar 12, 11:36 PM
WL-03142662 Labor Open 3.25 $357.50 Mar 12, 11:37 PM
WL-03142663 Labor Open 0.5 $55.00 Mar 12, 11:39 PM
WL-03142665 Labor Open 0.5 $55.00 Mar 12, 11:42 PM
WL-03142664 Labor Open 9 $990.00 Mar 12, 11:42 PM
WL-03142666 Expenses Open 1 $0.00 Mar 12, 11:43 PM
WL-03142667 Expenses Open 1 $0.00 Mar 12, 11:43 PM
WL-03142668 Expenses Open 1 $0.00 Mar 12, 11:43 PM
WL-03142857 Travel Open 133 $0.00 Mar 13, 8:32 AM
WL-03142858 Travel Open 15 $0.00 Mar 13, 8:32 AM
WL-03142859 Expenses Open 1 $0.00 Mar 13, 8:32 AM
WL-03144397 Travel Open 15 $0.00 Mar 13, 9:25 PM
WL-03144395 Travel Open 15 $0.00 Mar 13, 9:25 PM
WL-03144396 Travel Open 15 $0.00 Mar 13, 9:25 PM
WL-03144398 Travel Open 150 $0.00 Mar 13, 9:25 PM
WL-03144407 Labor Open 0.5 $55.00 Mar 13, 9:30 PM
WL-03144408 Labor Open 7.5 $825.00 Mar 13, 9:30 PM
WL-03144409 Labor Open 4.25 $467.50 Mar 13, 9:30 PM
WL-03144885 Labor Open 2 $220.00 Mar 15, 12:20 PM
WL-03144886 Labor Open 9 $990.00 Mar 15, 12:20 PM
WL-03144887 Labor Open 0.25 $27.50 Mar 15, 12:20 PM
WL-03144888 Labor Open 0.25 $27.50 Mar 15, 12:20 PM
WL-03144889 Labor Open 7.5 $825.00 Mar 15, 12:20 PM
WL-03144890 Labor Open 2 $220.00 Mar 15, 12:20 PM
WL-03144891 Travel Open 15 $0.00 Mar 15, 12:20 PM
WL-03144892 Travel Open 133 $0.00 Mar 15, 12:20 PM
WL-03145335 Expenses Open 1 $0.00 Mar 16, 11:07 AM
WL-03151598 Labor Open 2.5 $275.00 Mar 19, 2:44 PM
WL-03151599 Labor Open 1.5 $165.00 Mar 19, 2:44 PM
WL-03151600 Labor Open 2.5 $275.00 Mar 19, 2:44 PM
WL-03151601 Travel Open 133 $0.00 Mar 19, 2:44 PM
WL-03151602 Travel Open 133 $0.00 Mar 19, 2:44 PM

Details