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WO-01352195 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Oswego Health — 3448 State Route 31, Baldwinsville NY, 13027

Feb 16, 2026 → Feb 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 24, 2026
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Feb 16, 2026 Completed: Feb 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 17 Ready for Scheduling ▶ Running 1 1
Feb 17 → Feb 17 Assigned ▶ Running 0 1
Feb 17 → Feb 24 Scheduled ▶ Running 5 6
Feb 24 → Feb 24 Tech On Site ▶ Running 0 6
Coordinators 6.9d
Field Work 0.6d
Billing 1.4d
✓ SLA Met
Coordinators
6.9 days
Over SLA
Field Work
0.6 days
Billing
1.4 days
Over SLA
Created: Feb 16, 2026 Due: Feb 24, 2026 Completed: Feb 24, 2026 (on time)
📅
6.0 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
6.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568857
Dispatch Request for Midmark Delivery - MDS Project-Oswego Health-8703206-8703210-8703211-8703212 URGENT
Closed
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 2/24/26 Delivery Time: 8am Time Technician needs to arrive at location: 7:30am Estimated Time on Site (hours): 4 Product: (11) 204-012, (11) 002-10138-814, (1) 224-003, (1) 002-2009-814, (12) 272-001-814, (12) 280-002-814, (2) 4-000-0080 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: Oswego Health Customer POC: Jessica Bouchez 315-523-3588; Customer POC Email: JBouchez@oswegohealth.org Customer Street: 3448 State Route 31 Customer City, State, Zip: Baldwinsville, NY 13027 Please reach out to me with any further questions.
Priority
High
Origin
Email
Reason
New Case
Contact
KOURTNEY SMITH
Owner
Sherry Reich
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01352195 (current) Invoiced
Delivery • Darek Kirkpatrick
Created: Feb 16, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 178 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 6.1 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
1.0d / 1.0d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
MEDICAL EQUIPMENT DELIVERY. VERIFIED ALL EQUIPMENT DELIVERED WAS DAMAGE FREE AND FULLY OPERATIONAL.
🔍 Technician Findings
MEDICAL EQUIPMENT DELIVERY
⚠️ Problem Description
Please see the following technician request details for Midmark delivery. Request Type: Medical Equipment Delivery Date of Delivery: 2/24/26 Delivery Time: 8am Time Technician needs to arrive at location: 7:30am Estimated Time on Site (hours): 4 Product: (11) 204-012, (11) 002-10138-814, (1) 224-003, (1) 002-2009-814, (12) 272-001-814, (12) 280-002-814, (2) 4-000-0080 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: Oswego Health Customer POC: Jessica Bouchez 315-523-3588; Customer POC Email: JBouchez@oswegohealth.org Customer Street: 3448 State Route 31 Customer City, State, Zip: Baldwinsville, NY 13027 Please reach out to me with any further questions.

Timeline

📞
Case Linked Feb 16, 3:31 PM
Case Number: 00568857
Subject: Dispatch Request for Midmark Delivery - MDS Project-Oswego Health-8703206-8703210-8703211-8703212 URGENT
Status: Closed
📋
▶
2 Work Order Created Feb 16, 4:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Technician Assigned Feb 17, 11:48 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 19h 22m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-24T12:30:00.000+0000
⚠️ 5.9 business days
⏱️
▶
2 2x Labor Added Feb 24, 7:28 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Darek Kirkpatrick
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 19h
⏱️
▶
2 Labor Added Feb 24, 11:15 AM
Labor Added → Status: Completed
✔️
Status: Completed by Darek Kirkpatrick
From: Tech On Site
To: Completed
Duration in Previous: 3h 45m
🏁
Status: Closed by Darek Kirkpatrick Feb 24, 12:23 PM
From: Completed
To: Closed
Duration in Previous: 1h 8m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 26, 4:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 3h
📨
▶
3 Status: Invoice Pending Feb 27, 2:07 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255212

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00568857
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Feb 24, 7:30 AM
Created
Feb 16, 4:24 PM
Invoice #
SM-255212

Work Details (3)

Name Type Status Qty Amount Date
WL-03117136 Labor Open 0.75 $0.00 Feb 24, 7:28 AM
WL-03117137 Travel Open 22 $110.00 Feb 24, 7:28 AM
WL-03117494 Labor Open 3.75 $412.50 Feb 24, 11:15 AM

Details