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WO-01316304 ↗ ServiceMax

MIDMARK • Repair • P4

📍 AltaMed Medical Group — 1542 E Florence Ave, Los Angeles CA, 90001-2536

Nov 19, 2025 → Nov 30, 2025

✅ Completed
P4 4 business days from creation
Target: Nov 25, 2025
🕐 Clock stopped: Tech Off Site (Nov 27)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 0.3d
Coordinators 6.0d
Field Work 3.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
6.0 days
Over SLA
Field Work
3.5 days
Over SLA
Billing
0.0 days
Created: Nov 19, 2025 Due: Nov 25, 2025 Completed: Nov 30, 2025 (4 days late)
📅
7.6 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
5.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545013
Midmark Service Request Dispatch Authorization - WO-00128879
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY MGIV - Swap SD cards ADDITIONAL NOTES **This is a high priority dispatch.** Email sent to dispatch@midmark.com with Midmark 626 Micro-SD Card Replacement instructions attached. Tech will need to call into Medical Tech Service at 844-856-1230 with questions on the replacement. The Service Company Tech MUST RETURN the old SD card(s) using the return label provided to the customer. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution UM ENHANCEMENT REQUEST UM GENERAL INQUIRY GENERAL INQUIRY
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cindy Munoz
Owner
John Rolston
Created
Nov 18, 2025
Work Orders from this Case (3)
WO-01316303 Invoiced
Repair • Kwame Cobb
Created: Nov 19, 2025 • Closed: Nov 30, 2025
WO-01316304 (current) Invoiced
Repair • Kwame Cobb
Created: Nov 19, 2025 • Closed: Nov 30, 2025
WO-01316306 Invoiced
Repair • Kwame Cobb
Created: Nov 19, 2025 • Closed: Nov 30, 2025
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 5.3 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
2.3d / 1.0d SLA
Awaiting Parts - Customer
0.3d
Assigned
0.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19/2025 JRolston - Called site POC, Cindy Munoz @ (323) 895-9216. Voicemail only. Left detailed message advising her that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined.

🔧 Work Performed
Replaced SD card. Check unit for proper functionality.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY MGIV - Swap SD cards ADDITIONAL NOTES **This is a high priority dispatch.** Email sent to dispatch@midmark.com with Midmark 626 Micro-SD Card Replacement instructions attached. Tech will need to call into Medical Tech Service at 844-856-1230 with questions on the replacement. The Service Company Tech MUST RETURN the old SD card(s) using the return label provided to the customer. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution UM ENHANCEMENT REQUEST UM GENERAL INQUIRY GENERAL INQUIRY
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Nov 18, 4:09 PM
Case Number: 00545013
Subject: Midmark Service Request Dispatch Authorization - WO-00128879
Status: Closed
📋
Work Order Created Nov 19, 2:05 PM
Work Order: WO-01316304
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by John Rolston Nov 19, 2:15 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Nov 19, 3:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 25m, 0m
📅
Status: Ready for Scheduling by Jessica Sells Nov 19, 6:00 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2h 17m
⏳ 2.7 business days
🆕
▶
2 Status: Entered Nov 21, 1:34 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
📅
▶
2 Dispatch Scheduled Nov 21, 1:46 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 10m
⏳ 4.0 business days
🔧
Status: Tech On Site by Kwame Cobb Nov 26, 11:20 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
🚗
▶
2 Status: Tech Off Site Nov 26, 11:15 PM
Status: Tech Off Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
⏳ 2.1 business days
✔️
Status: Completed by Kwame Cobb Nov 30, 11:46 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 3d 12h, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Dec 3, 4:16 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 44.0 business days
🧾
Invoice Created Feb 2, 10:36 AM
Invoice Number: SM-248115

Bottlenecks

Ready for Scheduling
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545013
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Nov 26, 12:00 PM
Created
Nov 19, 2:05 PM
Invoice #
SM-248115

Work Details (1)

Name Type Status Qty Amount Date
WL-03021645 Labor Open 1 $110.00 Nov 26, 11:20 PM

Details