Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01369676 ↗ ServiceMax

MIDMARK • Delivery • PC

📍 Presbyterian Healthcare Services — 19780 East Ross Street, Tahlequah OK, 74464

Apr 21, 2026 → May 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 14, 2026
✗ SLA Missed (5 biz days late)
Active: 22 biz days
🕐 Clock stopped: Completed (May 21, 2026)
▶ Clock Running
Status: Created
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 21 → Apr 23, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 23 → Apr 23, 2026
0 business days (counted)
Running total: 2 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Apr 23 → May 6, 2026
9 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
May 6 → May 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Reschedule
May 6 → May 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
May 6 → May 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
May 6 → May 20, 2026
10 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 20 → May 21, 2026
1 business day (counted)
Running total: 22 of ? biz days used
Created: Apr 21, 2026 Completed: May 21, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Apr 21 → Apr 21 Created ▶ Running 0 0
Apr 21 → Apr 23 Ready for Scheduling ▶ Running 2 2
Apr 23 → Apr 23 Assigned ▶ Running 0 2
Apr 23 → May 6 Scheduled ▶ Running 9 11
May 6 → May 6 Entered ▶ Running 0 11
May 6 → May 6 Reschedule ▶ Running 0 11
May 6 → May 6 Assigned ▶ Running 0 11
May 6 → May 20 Scheduled ▶ Running 10 21
May 20 → May 21 Tech On Site ▶ Running 1 22
Dispatch 0.0d
Coordinators 23.1d
Field Work 1.4d
Billing 4.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
23.1 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
4.2 days
Over SLA
Created: Apr 21, 2026 Due: May 14, 2026 Completed: May 21, 2026 (6 days late)
📅
22.3 days Total Age
⏱️
10.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
21.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Christopher Womack — scheduling delays attributed to technician, not coordinators
Visit 1 May 18, 2026
Visit 2 May 19, 2026
Visit 3 May 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534145
Dispatch Request for Midmark Delivery - [Cherokee Salina - MDS -8647847 8646984 8646981 8652753 - equipment]
Closed
Hello, Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 01/06/26 Delivery Time: 8-8:30AM Time Technician needs to arrive at location: 7:30AM Estimated Time on Site (hours): 4 Product: (2) 626-005, (2) 002-2000-852, (1) 640-002-852, (33) 002-11176-00, (12) A-853-24-420-166, (3) M-000-09-230-166, (10) 253-016, (81) 276-001-852, (49) 277-001-852, (1) 6215-002-799 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: Presbyterian Healthcare Services Customer POC: -Sarah Gatti 615-587-4801 / sgatti@adamspmc.com -Colby Patton 918-506-9110 / colby-patton@cherokee.org Customer Address: 19780 East Ross Street Tahlequah, Oklahoma 74464 United States
Priority
Standard
Origin
Email
Reason
New Case
Contact
Craig Dempsey
Owner
Shelby Robinson
Created
Oct 8, 2025
Work Orders from this Case (2)
WO-01308552 Invoiced
Delivery • Darrell Hendrix
Created: Oct 9, 2025 • Closed: May 21, 2026
WO-01369676 (current) Invoiced
Delivery • Christopher Womack
Created: Apr 21, 2026 • Closed: May 20, 2026
Completed with significant delays
Invoiced • 116 days old
🚨
Primary Delay 10.0 days stuck in "Scheduled"
⏱️
Total Delay 21.8 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
2.9d / 1.0d SLA
Scheduled
19.9d / 2.0d SLA
Reschedule
0.3d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Tech On Site
1.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
3.6d / 1.0d SLA
Billing Review
0.5d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/20/26 CWomack -- This was not a Midmark delivery and was just an install of the smart boards. All paperwork under the attachment does not need to be filled out and does not need to be signed as per Nelson Smith.

04/27/2026 SRobinson- Per Midmark "Please update delivery date to Tuesday 5/12. I would like to request two techs for this project - Darrel Hendrix and Christopher Womack." Updated due date to 05/12.

04/21/2026 SRobinson- Per Midmark, "Hello please update this delivery to Tuesday May 5. I would like to request two techs for this project - Darrel Hendrix and Christopher Womack." updated due date to 05/05 and created this WO for Chris to join Darrel.

🔧 Work Performed
3/2/2026 I called Sarah Gatti left message on voice mail about delivery on 3/3 3/3/2026 I arrived on location to find out that the delivery was rescheduled to April sometime 5/19 CW-- Completed the install of 15 boards and units. 5/20 CW -- Completed the install of 17 boards and unit. I made sure all wires were tied up and looked nice. I cleaned up all the boxes and removed all Midmark signs.
🔍 Technician Findings
5/20 CW -- Completed the install of 17 boards and unit. I made sure all wires were tied up and looked nice. I cleaned up all the boxes and removed all Midmark signs.
⚠️ Problem Description
Please see the following technician request details for Midmark equipment delivery and installation Request Type: Installation and delivery Date of Delivery: 01/06/26 Delivery Time: 8-8:30AM Time Technician needs to arrive at location: 7:30AM Estimated Time on Site (hours): 4 Product: (2) 626-005, (2) 002-2000-852, (1) 640-002-852, (33) 002-11176-00, (12) A-853-24-420-166, (3) M-000-09-230-166, (10) 253-016, (81) 276-001-852, (49) 277-001-852, (1) 6215-002-799 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: Presbyterian Healthcare Services Customer POC: -Sarah Gatti 615-587-4801 / sgatti@adamspmc.com -Colby Patton 918-506-9110 / colby-patton@cherokee.org Customer Address: 19780 East Ross Street Tahlequah, Oklahoma 74464 United States

Timeline

📞
Case Linked Oct 8, 11:00 PM
Case Number: 00534145
Subject: Dispatch Request for Midmark Delivery - [Cherokee Salina - MDS -8647847 8646984 8646981 8652753 - equipment]
Status: Closed
🚨 131.1 business days
📋
▶
2 Work Order Created Apr 21, 12:55 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Apr 23, 12:40 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 23h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-05-05T12:30:00.000+0000
💵
2x Expenses Added Apr 24, 11:00 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Apr 27, 11:20 AM
Scheduled For: 2026-05-12T12:30:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch May 4, 3:10 PM
Scheduled For: 2026-05-14T12:30:00.000+0000
⏳ 3.0 business days
🆕
Status: Entered by Kaitlyn Kelch May 6, 9:44 AM
From: Scheduled, Entered
To: Entered, Reschedule
Duration in Previous: 12d 21h, 0m
👷
▶
4 Technician Assigned May 6, 12:06 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 2h 21m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-05-19T14:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
💵
Expenses Added May 6, 4:44 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.0 business days
🚗
Travel Added May 19, 1:04 AM
Type: Travel
Status: Open
Qty: 275
🔧
Status: Tech On Site by Christopher Womack May 19, 8:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 7h
⏱️
▶
2 5x Labor Added May 19, 8:14 PM
5x Labor Added → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 8, 1
⏳ 1.5 business days
💵
6x Expenses Added May 20, 9:31 PM
Type: Expenses, Travel, Labor
Status: Open
Qty: 1, 8, 275, 0.5, 17
💵
2x Expenses Added May 20, 9:38 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Christopher Womack May 20, 10:56 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 2h, 0m
⏳ 3.1 business days
📄
Status: Ready to Bill by Nancy Suarez May 26, 6:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 19h
⏳ 2.7 business days
💵
Status: Billing Review by Nancy Suarez May 28, 12:27 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 1d 18h
📄
Status: Ready to Bill by Nancy Suarez May 28, 4:48 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4h 21m
📨
▶
2 Status: Invoice Pending May 29, 11:04 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created May 29, 3:39 PM
Invoice Number: SM-263349

Bottlenecks

Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00534145
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Delivery
Branch
N/A
Technician
Christopher Womack
Scheduled
May 19, 10:00 AM
Created
Apr 21, 12:55 PM
Invoice #
SM-263349

Work Details (21)

Name Type Status Qty Amount Date
WL-03199491 Expenses Open 1 $471.81 Apr 24, 11:00 AM
WL-03199490 Expenses Open 1 $0.00 Apr 24, 11:00 AM
WL-03216881 Expenses Open 1 $0.00 May 6, 4:44 PM
WL-03231034 Travel Open 275 $0.00 May 19, 1:04 AM
WL-03232125 Labor Open 2.5 $292.50 May 19, 8:14 PM
WL-03232126 Labor Open 5 $585.00 May 19, 8:14 PM
WL-03232127 Labor Open 0.5 $58.50 May 19, 8:14 PM
WL-03232128 Labor Open 15 $1,755.00 May 19, 8:14 PM
WL-03232129 Labor Open 0.5 $58.50 May 19, 8:14 PM
WL-03232148 Travel Open 8 $0.00 May 19, 8:16 PM
WL-03232147 Travel Open 8 $0.00 May 19, 8:16 PM
WL-03232149 Expenses Open 1 $0.00 May 19, 8:16 PM
WL-03232150 Expenses Open 1 $0.00 May 19, 8:16 PM
WL-03233653 Expenses Open 1 $0.00 May 20, 9:31 PM
WL-03233651 Travel Open 8 $0.00 May 20, 9:31 PM
WL-03233652 Travel Open 275 $0.00 May 20, 9:31 PM
WL-03233648 Labor Open 0.5 $58.50 May 20, 9:31 PM
WL-03233649 Labor Open 17 $1,989.00 May 20, 9:31 PM
WL-03233650 Labor Open 5 $585.00 May 20, 9:31 PM
WL-03233656 Expenses Open 1 $0.00 May 20, 9:38 PM
WL-03233655 Expenses Open 1 $0.00 May 20, 9:38 PM

Details